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ServiceNow IT Operations Management

Book Description

Align your business requirements with IT by implementing ServiceNow IT Operations with ease.

About This Book

  • Written to the latest specification, it will cover basic to advanced concepts and architecture.
  • Take a service-centric approach to operations management and consolidate all your resource data into a single system IT record.
  • Beat the key challenge of managing multiple business operations (even running globally) over a complex IT infrastructure and see immediate results.

Who This Book Is For

The book is aimed at System administrators, IT operations and IT managers who plan to implement ServiceNow IT Operations Management for their organization. They have no knowledge of ServiceNow ITOM.

What You Will Learn

  • Step by step guide in setting up each features with in ServiceNow ITOM
  • Install and configure the required application or plugin
  • Integrate with other provider services as deemed appropriate
  • Explore Orchestration capabilities and how to analyze the data
  • Learn about the ServiceNow graphical interface
  • Integrate with other applications within ServiceNow
  • Aims to cover the fundamentals concepts to advanced concepts
  • Best practices and advanced features

In Detail

ServiceNow ITOM enables infrastructure and processes to be managed in a highly automated manner. It contains various segments that ensure its applications and enterprise infrastructures are optimized for high performance and helps in creating a lean and agile organization through service‑level visibility and automation.

This book will be a comprehensive guide that will be based on Geneva release and will help you discover how IT activities can be connected to your business needs, rather than just focusing on internal IT process. It will take a service-centric approach to operations management and consolidate all your resource data into a single system IT record. You will learn about discovery, orchestration, MID server and cloud management, helping you take full advantage of ServiceNow IT Operations Management to improve the quality of service & increasing the service availability.

By the end of the book, you will be able to achieve improved service availability, immediate visibility of vital business services and much more, all from the convenience of your single screen.

Style and approach

This will be a step by step learning guide helping readers to implement ServiceNow IT Operations Management for their organization.

Downloading the example code for this book. You can download the example code files for all Packt books you have purchased from your account at http://www.PacktPub.com. If you purchased this book elsewhere, you can visit http://www.PacktPub.com/support and register to have the code file.

Table of Contents

  1. Preface
    1. What this book covers
    2. What you need for this book
    3. Who this book is for
    4. Conventions
    5. Reader feedback
    6. Customer support
      1. Downloading the color images of this book
      2. Errata
      3. Piracy
      4. Questions
  2. Introduction to IT Operations Management in ServiceNow
    1. ServiceNow IT Operations Management overview
    2. Understanding ServiceNow IT Operations Management components
      1. Dependency views
      2. Cloud management
        1. How clouds are provisioned
      3. Discovery
      4. Credentials
      5. MID Server
      6. Orchestration
      7. Service mapping
        1. How service mapping works
      8. Event management
        1. Event management workflow
    3. Summary
  3. MID Server Essentials
    1. MID Server architecture
      1. MID Server communications
      2. MID Server use case in an orchestration workflow
    2. MID Server prerequisites
    3. MID Server configuration and setup
      1. Creating a MID Server role
      2. Creating an MID Server user
    4. MID Server installation
      1. MID Server manual installation procedures
        1. Configuring the MID Server services
      2. MID Server automated installation steps
      3. MID Server validation
        1. Understanding related links
    5. Important MID Server connection parameters
      1. Setting IP ranges for MID Server
      2. MID Server capabilities
      3. MID Server clustering
    6. Summary
  4. Configuration Management Using ServiceNow Discovery
    1. What is ServiceNow discovery?
      1. Discovery capabilities
    2. Prerequisites
      1. Required ServiceNow applications/plugins
      2. Role requirements
      3. License requirement
    3. Configuring discovery the easy way
      1. Activating the plugin
      2. Discovery credentials setup
      3. Discovery schedule
      4. Discovery configuration console
    4. Discovery phases
      1. Scanning or port scanning phase
      2. Classifying
      3. Identification
    5. Probes and sensors
      1. Probes
        1. Configuring probes
          1. Steps to configure or modify probes:
        2. Port probe
      2. About sensors
    6. About ECC queue
    7. Discovery pattern designer
    8. Summary
  5. Creating and Managing Dependency Views
    1. What are dependency views?
      1. Prerequisites for dependency views
      2. Tables in dependency views
      3. Properties in dependency views
      4. Dependency views map indicators
        1. Creating a new map indicator
      5. How to view dependency views
        1. How to save or load dependency map views
        2. How to filter a view of a dependency view map
    2. Summary
  6. Cloud Management
    1. Understanding cloud management applications
    2. Exploring integration with different cloud providers
      1. Users and roles creation
      2. Cloud operations portal
      3. Configuring Amazon AWS cloud
      4. Adding the AWS account to the ServiceNow instance
      5. How to create and customize an image permission
      6. Discover and view AWS resources
    3. Integrating the service catalogs with cloud provisioning
    4. Summary
  7. Automation Using ServiceNow Orchestration
    1. What is Orchestration?
      1. Orchestration prerequisites
      2. Orchestration capabilities
    2. Understanding ServiceNow Orchestration architecture
      1. Orchestration workflow
      2. Exploring different Orchestration applications: Orchestration and PowerShell probes
      3. Activating the plugin from a developer instance
      4. Active directory Orchestration
      5. Creating a service catalog using Orchestration workflow
    3. Summary
  8. Exploring Service Mapping
    1. Service mapping architecture
      1. Operating systems supported by service mapping
      2. Applications supported by service mapping
        1. What is a business service?
    2. Activating the service mapping plugin
    3. How to use service maps
      1. MID Server setup
      2. Service mapping credentials
      3. Business service population
    4. Customizing service mapping
      1. Service mapping traffic based discovery
        1. Identifying and fixing issues with service maps
    5. Summary
  9. Monitoring Using Event Management
    1. Event management overview
      1. ServiceNow event management architecture
    2. Setting and configuring event management
      1. MID Server setup and configuration
        1. Event sources and properties setup
        2. Connector definition configuration
        3. Configuring a connector instance
    3. Event mapping rules and filters
      1. Exploring alert rules, threshold rules and event transform rules
        1. Creating event field mappings
        2. Alert correlation rules
        3. Alert remediation
      2. Event management dashboard and overview
        1. Setting up the event management application with guided setup
    4. Summary