Name: ServiceNow IT Operations Management
Author: Ajaykumar Guggilla
ISBN: 9781785889813

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ServiceNow IT Operations Management

Ajaykumar Guggilla

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

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ServiceNow IT Operations Management