Welcome to ServiceNow

• ServiceNow Platform Overview
• Navigation and User Interface
• Lists and Filters
• Forms and Tables
• Users, Groups, and Roles
• Reports and Dashboards
• Update Sets and Application Migration

Introduction to ITOM

• What is IT Operations Management (ITOM)?
• ITOM Visibility
• ITOM Health
• ITOM Optimization
• ITOM Product Suite Overview
• ITOM Architecture and Use Cases

CMDB Fundamentals

• Introduction to CMDB
• Configuration Items (CIs)
• CMDB Class Hierarchy
• CI Relationships
• Common Service Data Model (CSDM)
• CMDB Governance
• CMDB Data Manager
• CMDB Workspace
• CMDB Health Dashboard
• CMDB Data Certification

Identification and Reconciliation Engine (IRE)

• Identification Rules
• Reconciliation Rules
• Data Source Rules
• CI Identification Process
• Duplicate CI Prevention
• Reconciliation Definitions
• IRE Troubleshooting

MID Server Administration

• MID Server Architecture
• MID Server Installation
• Capabilities and Clusters
• Credentials Management
• ECC Queue Processing
• MID Server Troubleshooting
• Security Best Practices

Discovery Fundamentals

• Discovery Overview
• Discovery Architecture
• Discovery Lifecycle
• Discovery Schedules
• Discovery Credentials and
• Behaviours
• Discovery Phases
  – Scanning
  – Classification
  – Identification
  – Exploration
• Discovery Logs and Debugging

Probes, Sensors and Classifiers

• Probe Fundamentals
• Sensor Fundamentals
• Classifiers
• Discovery Patterns vs Probes
• ECC Queue Processing
• Probe and Sensor Troubleshootin

Discovery Patterns

• Pattern Designer Overview
• Pattern Components
• Identification Sections
• Connection Sections
• Parse Commands
• Parse Variables
• Conditional Operations
• Pattern Extensions
• Custom Pattern Development
• Pattern Debugging

Horizontal Discovery

• Server Discovery
• Network Discovery
• Storage Discovery
• Virtualization Discovery
• Cloud Discovery
• Discovery Best Practices

Service Mapping Fundamentals

• Service Mapping Overview
• Business Services
• Technical Services
• Service Lifecycle
• Top-Down Discovery
• Entry Points
• Dependency Mapping
• Traffic-Based Mapping

Advanced Service Mapping

• Identification Sections
• Connection Sections
• Pattern-Based Service Mapping
• Load Balancer Discovery
• Cluster Discovery
• Service Mapping Administration
• Service Mapping Troubleshooting

Event Management Fundamentals

• Event Management Overview
• Event Management Architecture
• Event Sources
• Event Processing
• Event Rules
• Alert Management
• Alert Life Cycle
• Task Creation

Event Integrations

• Connector Framework
• Push and Pull Connectors
• REST Integrations
• SNMP Integrations
• SolarWinds Integration
• SCOM Integration
• Dynatrace Integration
• AppDynamics Integration
• Prometheus Integration

Alert Correlation and AIOps

• De-duplication
• Alert Aggregation
• Alert Correlation
• Alert Suppression
• Impact Calculation
• RCA (Root Cause Analysis)
• Predictive AIOps Concepts

Agent Client Collector (ACC)

• ACC Overview
• ACC Architecture
• ACC Installation
• Data Collection Policies
• ACC vs Traditional Discovery
• ACC Troubleshooting

ITOM Dashboards and Reporting

• Operational Dashboards
• Discovery Dashboards
• CMDB Health Reports
• Event Management Dashboards
• KPI and Performance Tracking
• Real-Time ITOM Project

CMDB Design and Implementation

• MID Server Deployment
• Discovery Setup
• Service Mapping Configuration
• Event Management Implementation
• Monitoring Tool Integration
• Alert Correlation Setup
• Production Support Scenarios

Now Assist

• Introduction to Now Assist for ITOM
• Now Assist architecture and capabilities

Interview Preparation

• CMDB Interview Questions
• Discovery Interview Questions
• Discovery Pattern Scenarios
• Service Mapping Scenarios
• Event Management Scenarios
• Production Troubleshooting Cases
• Resume Preparation
• Mock Interviews

Upon Completion of this Training

• Understand CMDB Design and Governance
• Implement Discovery End-to-End
• Configure and Maintain MID Servers
• Create and Extend Discovery Patterns
• Build Service Maps
• Configure Event Management Integrations
• Implement Alert Correlation
• Troubleshoot ITOM Production Issues
• Work on Real-Time ITOM Projects
• Prepare for ITOM Certifications and Interviews