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  • ServiceNow ITSM, ITOM & ITAM

    Duration : 56 hrs

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Prerequisites :

Participants should have:

• Basic understanding of the ServiceNow platform
• Familiarity with tables, forms, lists, users, groups, and roles
• Basic knowledge of ITSM processes such as Incident, Problem, Change, and Request Management
• Basic ServiceNow scripting knowledge
• Understanding of REST and SOAP integrations
• Basic knowledge of ServiceNow-to-ServiceNow integration
• Basic knowledge of third-party integrations with ServiceNow
• Familiarity with IntegrationHub, REST Message, credentials, authentication, and data mapping
• Basic understanding of infrastructure components such as servers, databases, networks, and cloud resources

Topics:
​Part 1: ServiceNow Platform Brush-up
• ServiceNow platform architecture
• Instance navigation and application scope
• Tables, records, fields, and relationships
• Parent and child table concepts
• Lists, forms, filters, views, and related lists
• Users, groups, roles, and access controls
• Incident, Problem, Change, Request, and Knowledge Management overview
• Business Rules and Client Scripts overview
• Script Includes and GlideRecord overview
• Flow Designer fundamentals
• IntegrationHub fundamentals
• Import Sets and Transform Maps
• Update Sets and application deployment overview
Part 2: Integration Brush-up
• ServiceNow integration architecture
• Inbound and outbound integrations
• ServiceNow-to-ServiceNow integration
• ServiceNow integration with third-party applications
• REST and SOAP fundamentals
• REST Message configuration
• Scripted REST API overview
• Authentication methods:
    o Basic authentication
    o OAuth 2.0
    o API keys
• Credentials and Connection and Credential Aliases
• IntegrationHub Spokes and Actions
• Import Sets and Transform Maps for integration
• Data mapping and transformation
• Scheduled data synchronization
• Integration error handling
• Logging and troubleshooting
• MID Server-based integrations
• Security considerations and integration best practices
Module 1: ITSM, Now Assist and Virtual Agent
Session 1: Now Assist and Virtual Agent Fundamentals
Now Assist for ITSM
• Introduction to AI and Generative AI in ServiceNow
• Overview of Now Assist for ITSM
• Common Now Assist use cases
• Incident summarization
• Resolution note generation
• Suggested responses
• Resolution recommendations
• AI-powered search
• Knowledge article recommendations
• Basic Now Assist configuration overview
• Required plugins, roles, and licensing considerations
• Responsible use of AI-generated content
• Limitations and human validation requirements
Virtual Agent Basics
• Introduction to ServiceNow Virtual Agent
• Virtual Agent architecture and components
• Understanding topics and conversations
• Using out-of-the-box ITSM topics
• Creating a basic Virtual Agent topic
• Connecting Virtual Agent with an ITSM workflow
• Creating an Incident through Virtual Agent
• Checking Incident status through Virtual Agent
• Basic multilingual Virtual Agent overview
• Virtual Agent handoff to a live agent
• Introduction to Agentic AI
• Future of service operations
Module 2: Discovery and MID Server
Session 2: Discovery Architecture and Fundamentals
• Introduction to ServiceNow Discovery
• Discovery use cases
• Discovery architecture and data flow
• MID Server purpose and architecture
• Communication between ServiceNow, MID Server, and target devices
• Horizontal Discovery overview
• Discovery phases:
    o Scanning
    o Classification
    o Identification
    o Exploration
• ECC Queue fundamentals
• Discovery-related plugins and roles
• Discovery prerequisites
• Network and firewall requirements
• IP ranges and target infrastructure
• Credentialed versus credential-less discovery
• Overview of Nmap and Shazzam scanning
• Discovery data flow into the CMDB
Session 3: MID Server, Credentials and Discovery Schedules
• MID Server system requirements
• MID Server installation
• MID Server validation
• MID Server service and configuration files
• MID Server capabilities
• Selecting the appropriate MID Server
• MID Server clusters
• MID Server security best practices
• Configuring Discovery credentials
• Windows credentials
• SSH credentials
• SNMP credentials
• Database credentials
• Credential affinity
• Testing credentials
• Configuring IP ranges
• Creating Discovery schedules
• Quick Discovery versus scheduled Discovery
• Discovery Behaviors
• Port scanning using Shazzam
• Reviewing Discovery Status
Session 4: Patterns, Troubleshooting and Cloud Discovery
Discovery Patterns
• Introduction to Discovery patterns
• Probes and sensors overview
• Classifiers and identifiers
• Pattern Designer fundamentals
• Pattern operations and steps
• Application and infrastructure patterns
• Debugging a pattern
• Discovery processing through IRE
Discovery Troubleshooting
• Troubleshooting MID Server issues
• Troubleshooting credential failures
• ECC Queue troubleshooting
• Reviewing Discovery Status
• Discovery logs and error messages
• Pattern execution troubleshooting
• Firewall and port-related issues
• Duplicate, stale, and incomplete CI scenarios
• Troubleshooting CI classification and identification
Cloud Discovery
• Introduction to Cloud Discovery
• Differences between on-premises and cloud Discovery
• AWS Discovery overview
• Microsoft Azure Discovery overview
• Cloud credentials and service accounts
• Configuring cloud Discovery schedules
• Discovering cloud resources
• Cloud resource relationships
• Cloud Discovery limitations
• Security and implementation best practices
Module 3: CMDB Health and Governance
Session 5: CMDB Architecture, Data Sources and IRE
• Introduction to CMDB
• CMDB architecture
• CI classes and table hierarchy
• Understanding the cmdb_ci base table
• Asset versus Configuration Item
• CI relationships and dependencies
• Relationship types
• CMDB data sources:
    o ServiceNow Discovery
    o Import Sets
    o Third-party integrations
    o Service Graph Connectors
    o Manual data entry
• Introduction to the Identification and Reconciliation Engine
• Identification rules
• Identification entries
• Reconciliation rules
• Data source precedence
• Authorized data sources
• Object source information
• Inclusion rules
• Duplicate CI identification
• Duplicate CI remediation and merging
• CI lifecycle and status management
Session 6: CMDB Health, Governance and Certification
CMDB Health Dashboard
• Introduction to the CMDB Health Dashboard
• Understanding the three Cs:
    o Completeness
    o Correctness
    o Compliance
• CMDB Health KPIs
• Health score calculation
• Required and recommended fields
• Orphan CIs
• Stale CIs
• Duplicate CIs
• Relationship health
• Configuring CMDB Health rules
• Monitoring health trends
• Improving CMDB Health scores
CMDB Governance
• CMDB governance framework
• CMDB roles and responsibilities
• CI class ownership
• Data ownership and accountability
• CMDB data policies and standards
• CI lifecycle governance
• Data quality review process
• CMDB remediation process
• Governance meetings and reporting
• CMDB audit practices
• Continuous improvement strategy
Data Certification
• Introduction to data certification
• Creating certification filters
• Creating certification schedules
• Assigning certification tasks
• CI attestation
• Reviewing certification results
• Handling rejected or incorrect data
• Certification reporting
Module 4: CSDM Foundation and Implementation
Session 7: CSDM Fundamentals and Data Model
• Introduction to the Common Service Data Model
• Why CSDM is required
• Benefits of adopting CSDM
• Relationship between CSDM and CMDB
• CSDM domains:
    o Foundation
    o Design
    o Build
    o Manage Technical Services
    o Sell and Consume
• Foundation data
• Locations, companies, departments, groups, and users
• Business Applications
• Application Services
• Business Services
• Technical Services
• Service Offerings
• Information Objects
• Application and infrastructure relationships
• CSDM relationship guidelines
• Practical service modelling examples
Session 8: CSDM Implementation and Maturity Journey
✓ CSDM implementation prerequisites
✓ Current-state data assessment
✓ CSDM maturity stages:
    o Crawl
    o Walk
    o Run
    o Fly
✓ Foundation-stage implementation
✓ Moving from Foundation to the Fly stage
✓ Defining Business Applications
✓ Modelling Application Services
✓ Designing Technical Services
✓ Designing Business Services and Service Offerings
✓ Service ownership and accountability
✓ Mapping applications to infrastructure
✓ Aligning CSDM with ITSM and ITOM
✓ CSDM implementation roadmap
✓ Governance and adoption strategy
✓ Data migration considerations
✓ Common CSDM implementation mistakes
✓ Practical CSDM implementation walkthrough
✓ Weekly MCQ –1 hr
Module 5: Service Mapping
Session 9: Service Mapping Fundamentals and Approaches
• Introduction to Service Mapping
• Business benefits of Service Mapping
• Service Mapping architecture
• Service Mapping prerequisites
• Application Service concepts
• Top-down Service Mapping
• Horizontal Discovery versus top-down Service Mapping
• Entry points
• Connection sections
• Traffic-based connections
• Process-based connections
• MID Server requirements
• Credential requirements
• Pattern-based Service Mapping
• Tag-based Service Mapping
• Selecting the appropriate mapping approach
• Top-down versus horizontal approach
• Service Mapping data flow
• Creating an Application Service
Session 10: Multilayer Dependencies and Troubleshooting
• Configuring application entry points
• Running Service Mapping Discovery
• Mapping web server dependencies
• Mapping application server dependencies
• Mapping database dependencies
• Adding multilayer dependency CIs
• Mapping load balancers
• Mapping clusters and shared infrastructure
• Adding missing dependency CIs
• Creating and correcting CI relationships
• Manual versus discovered relationships
• Shared CI dependency scenarios
• Pattern Designer overview
• Customizing a Service Mapping pattern
• Troubleshooting pattern failures
• Reviewing Discovery logs
• Reviewing ECC Queue records
• Fixing incomplete service maps
• Maintaining accurate service maps
• Service map certification and governance
Module 6: Event Management and Observability
Session 11: Event and Alert Management
• Introduction to Event Management
• Event Management architecture
• Events, alerts, and incidents
• Event sources and connectors
• Receiving events from monitoring tools
• Event rules
• Event field mappings
• Event transformation
• Event normalization
• Alert creation
• Alert management
• CI binding
• Binding alerts to services
• Alert grouping
• Alert correlation
• Event and alert deduplication
• Noise reduction techniques
• Maintenance rules
• Alert management rules
• Alert-to-Incident automation
• Service impact identification
• Event Management dashboards and reports
Session 12: Observability Integrations and Self-Healing
• Introduction to observability
• Monitoring versus observability
• Integrating third-party monitoring tools
• Connector-based integrations
• REST-based integrations
• Webhook-based integrations
• Receiving and processing third-party events
• Transforming monitoring data
• Mapping alerts to CIs
• Mapping alerts to Application Services
• Service impact visualization
• Automated remediation overview
• Triggering Flow Designer from alerts
• Using IntegrationHub for remediation
• Creating remediation workflows
• Self-healing use cases
• Approval and security guardrails
• Failure handling
• Rollback considerations
• Audit and operational controls
• End-to-end event-to-remediation workflow
Predictive AIOps is excluded from this course.
Module 7: Service Operations Workspace
Session 13: Service Operations Workspace
• Introduction to Service Operations Workspace
• Purpose and benefits
• Workspace personas
• Workspace navigation
• Unified view of incidents, alerts, and services
• Incident investigation
• Alert investigation
• Service context and dependency visualization
• Major Incident collaboration
• Agent productivity features
• Interaction and activity streams
• Workspace dashboards
• Workspace lists and reports
• Basic workspace configuration
• Configuring views and related lists
• Integration with ITSM
• Integration with CMDB
• Integration with Event Management
• Integration with Service Mapping
• End-to-end operational use case
Module 8: Hardware Asset Management
Session 14: Hardware Asset Management Lifecycle
• Introduction to Hardware Asset Management
• Asset versus Configuration Item
• Asset and CI synchronization
• Hardware asset lifecycle
• Asset request and procurement
• Purchase requisitions
• Purchase orders
• Receiving assets
• Stockroom management
• Inventory management
• Asset allocation
• Asset transfer
• Asset return
• Asset audits
• Asset reconciliation
• Asset refresh process
• End-of-life asset management
• Asset retirement
• Asset disposal
• Asset cost tracking
• Financial management for assets
• Depreciation overview
• HAM dashboards and reports
Module 9: Software Asset Management
Session 15: Software Asset Management and Compliance
• Software Asset Management fundamentals
• Software asset lifecycle
• Software installation discovery
• Discovery models
• Software products
• Software models
• Software normalization
• Content Service overview
• Software entitlements
• License allocations
• License compliance calculations
• SaaS license management
• SaaS usage monitoring
• Software reclamation strategies
• Publisher Pack overview
• Microsoft license management
• Oracle license compliance
• IBM licensing challenges
• SAP licensing challenges
• Compliance dashboards
• Optimization dashboards
• Audit readiness
• Compliance and optimization reporting
Module 10: Flexera Integration with ServiceNow ITAM
Session 16: Flexera Integration Architecture and Implementation
• Introduction to Flexera
• Flexera and ServiceNow integration use cases
• Integration architecture
• End-to-end data flow
• Authentication and connection requirements
• Importing hardware inventory
• Importing software inventory
• ServiceNow-to-ServiceNow versus third-party integration patterns
• IntegrationHub options
• REST API integration options
• Import Sets and Transform Maps
• Field mapping and transformation
• Hardware model mapping
• Software normalization considerations
• Source identification
• IRE and reconciliation considerations
• Data source precedence
• Duplicate data prevention
• Scheduled synchronization
• Integration error handling
• Integration monitoring
• Troubleshooting failed transactions
• Data validation and reconciliation
• Flexera and ServiceNow ownership boundaries
• End-to-end integration walkthrough

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