About this course
Course Overview
Discover the basics of Service Mapping in ServiceNow.
Learn how to discover and model application services to manage service health, determine the business impact of infrastructure problems, simplify the root cause analysis of service issues, and minimize the service impact of infrastructure changes.
During this three day interactive training course, attendees will gain in depth knowledge and practice in configuring and using ServiceNow Service Mapping.
Target Audience
For customers, technical consultants, and partners that will be responsible for administrating and/or implementing Service Mapping.
Course Objectives
A combination of course content and lab work will help attendees learn to:
- Gain a clear understanding of the ServiceNow Service Mapping solution and its capabilities and how it differs from the ServiceNow Discovery solution
- Learn the concepts and value of ServiceNow Service Mapping top down discovery that allows ServiceNow administrators to model an entire service by providing a single entry point to the service such as a web URL or host address and port
- Install and configure MID Servers
- Navigate the Service Mapping user interface
- Configure Service Mapping credentials
- Configure Service Mapping to discover and model a service from a top down approach including all the applications, network devices, and servers that support it
- Gain in depth knowledge on how to configure Service Mapping patterns that allows administrators to model proprietary applications and connections unknown to ServiceNow Service Mapping
- Work with the Identification and Reconciliation application to understand how inserts and updates are performed to configuration items in the CMDB
- Gain understanding of how Service Mapping works with ServiceNow Event Management to provide visibility into service
Course Content
Module 1: Service Mapping Overview
Lab 1.1: Navigate Service Mapping
Module 2: Horizontal Discovery
Lab 2.1: MID Server Installation and Configuration
Lab 2.2: Run Horizontal Discovery
Lab 2.3: Work with Process Classifiers
Module 3: Service Mapping
Lab 3.1: Customer Preparation
Lab 3.2: Map an Individual Service
Lab 3.3: Map Services Suggested by Service Mapping
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
Module 4: Service Lifecycle
Lab 4.1: Review and Approve Map
Module 5: Extending Patterns
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)
Module 6: Building Identification Sections
Lab 6.1: Build Discovery Pattern from Generic Application
Lab 6.2: More Identification Section Configuring
Module 7: Building Connection Sections
Lab 7.1: Build Connection Section
Lab 7.2: Build More Connection Sections
Module 8: Use Cases
Use Case 1: ServiceWatch
Use Case 2: Presta
Module 9: CMDB Reconciliation (Optional)
Lab 9.1: Hardware Identification & Reclassification
Lab 9.2: Application Identification Rules
Module 10: Event Management (Optional)
Lab 10.1: Event, Incidents, and Changes
Lab 10.2: Map Errors and Flow Designer
Course Prerequisites
- Solid skills on the NOW platform
- Attended the ServiceNow Fundamental and/or ServiceNow Discovery course or has similar experience
- Intermediate Windows and Unix administration skills
- Acquaintance with various IT infrastructure technologies (web servers, application servers, load balancers, databases, and virtualization technologies)
- Scripting capabilities (SSH, Regex, and Windows Commands)
- Familiarity with network concepts (routers, switches, firewalls, NAT, load balancing)
- Understanding of protocols such as HTTP, TCP, SNMP, SOAP, REST
- Understanding of concepts such as XML, Regex, Delimited text, and JSON
Recommended prerequisites:
- SNPI - ServiceNow Platform Implementation
Follow on Courses
The following are recommended for further study:- SNSMI - ServiceNow Service Mapping Implementation
