Course Overview
Learn how to identify and model application services to find out how infrastructure issues will affect your business, make root cause analysis of service problems easier, reduce the impact of infrastructure changes on services, and maintain service health.
To assess the business effect of infrastructure issues, streamline the root cause analysis of service problems, reduce the impact of infrastructure changes on services, and maintain service health, learn how to locate and model application services. Application Specialists, Process Owners, and Administrators who are in charge of modelling, managing, and maintaining the health of application services should take this course.
Attendees will gain in-depth knowledge and practice in configuring and using ServiceNow Service Mapping. A combination of course content & lab work will help attendees gain a clear understanding of the ServiceNow Service Mapping solution and capabilities including how it differs from the ServiceNow Discovery solution. Understand the concepts and value of ServiceNow Service Mapping top down discovery enabling By giving a single access point to the service, such as a web URL or host address & port, ServiceNow administrators can model a full service. Using this approach, modelling the entire service will include the servers, applications, and network devices that support it.
Attendees will also gain in-depth knowledge on customizing and creating Service Mapping patterns. This teaches administrators how to model proprietary applications and connections unknown to ServiceNow Service Mapping. Also, learn how to work with the Identification and Reconciliation Engine to gain understanding of how inserts and updates are performed on configuration items in the CMDB. Learn how Service Mapping integrates with ServiceNow Event Management to make service disruptions visible. Common troubleshooting techniques are also covered.
Prerequisites
- Attended the ServiceNow Fundamental & ServiceNow Discovery course or has similar experience
- Solid skills on the NOW platform
- Scripting capabilities (SSH, Regex, & Windows Commands)
- Familiarity with network concepts such as routers, switches, firewalls, NAT, & load balancing
- Unix administration skills
- Intermediate Windows
- Knowledge of various IT infrastructure technologies (web servers, databases, application servers, load balancers, & virtualization technologies)
- Knowledge of different protocols such as HTTP, TCP, SNMP, SOAP, & REST
- Knowledge of concepts such as XML, Regex, Delimited text, & JSON
- SNPI - ServiceNow Platform Implementation
Learning Objectives
- Discover and model application services with various complexity
- Manage the application service modelling from initial Discovery to Operational
- Determining the business impact of infrastructure problems
- Simplifying the root cause analysis of service issues
- Minimize the service impact of infrastructure change
Content Outline
- Lab 1.1: Navigate Service Mapping
- Lab 2.1: MID Server Installation and Configuration
- Lab 2.2: Run Horizontal Discovery
- Lab 2.3: Work with Process Classifiers
Lab
- Lab 3.1: Customer Preparation
- Lab 3.2: : Locate a Specific Service
- Lab 3.3: Service Mapping-Recommended Map Services
- Lab 3.4: Single Import Mapping
- Lab 3.5: Bulk Error Handling
- Lab 3.6: Dynamic CI Groups
- Lab 3.7: Create a Tag-based Service
Lab
- Lab 4.1: Review and Approve Map
Lab
- Lab 5.1: Delimited Text Parsing Strategy
- Lab 5.2: Regular Expression Parsing Strategy
- Lab 5.3: Work with UNIX Commands (Optional)
- Lab 5.4: Track Configuration Files (Optional)
Lab
- Lab 6.1: Create a discovery pattern using a generic application
- Lab 6.2: Configuring the Additional Identification Section
Lab
- Lab 7.1: Build Connection Section
- Lab 7.2: Build More Connection Sections
- Use Case 1: ServiceWatch
- Use Case 2: Presta
Lab
- Lab 9.1: Hardware Identification & Reclassification
- Lab 9.2: Application Identification Rules
Lab
- Lab 10.1: Event, Incidents, and Changes
- Lab 10.2: Map Errors and Flow Design
FAQs
A: The Now Platform, which was created in the cloud from the ground up with a single data model & a single, scalable architecture, enables data to move effortlessly between programmes and installed systems. The Now Platform offers workflow automation at an enterprise scale, enabling you to enhance the efficiency, agility, and resilience of business operations. Delivery teams may speed up service delivery and free up teams for higher-value work that fosters enterprise-wide innovation with the use of out-of-the-box digital processes that automate routine service requests. Additionally, ServiceNow's digital processes can be quickly expanded or new digital workflows can be easily created on the same platform using native development and integration tools. With this flexibility, you can design the experiences you need for a better way to work or adapt to disruptive situations.
A: Implementing ServiceNow means fundamentally changing the way in which people work. To bring you the most value, any implementation – big or small – requires the careful balancing of people, process and technology.
A: The ServiceNow platform is unique in its flexibility and scalability. To maximise the return on your ServiceNow investment means constant monitoring and adaption, and further improvement and automation of workflows during implementation.
An Agile work method will help you maintain the flexibility needed to do just that. Because such an approach places:
Individuals and interactions over processes and tools
Working software over comprehensive documentation
Customer collaboration over contract negotiation
Responding to change over following a plan
In prioritizing implementation goals and issues in this way, it is easier to assess which elements cause the least friction, but create the most value for your business.
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