ServiceNow IT Operations Management电子书

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