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ServiceNow IT Operations Management
Rating: 3.7 out of 5(297 ratings)
1,593 students

ServiceNow IT Operations Management

Align your business requirements with IT by implementing ServiceNow IT Operations with ease.
Created byPackt Publishing
Last updated 12/2017
English

What you'll learn

  • Practical guide to setting up each ServiceNow ITOM feature
  • Install and configure any required application or plugin
  • Integrate with other provider services as deemed appropriate
  • Explore orchestration capabilities and how to analyze data
  • Learn about the ServiceNow graphical interface
  • Integrate with other applications within ServiceNow
  • Covers fundamentals and advanced concepts
  • Best practices and advanced features

Course content

8 sections • 32 lectures • 2h 8m total length

  • The Course Overview2:59

    This video will give you an overview about the course.

  • ServiceNow ITOM Overview3:27

    ServiceNow ITOM comprises the ServiceNow application and plugins. Not all the applications and plugins come out-of-the-box, some of the plugins, and applications have license restrictions that require separate licensing or subscriptions to be purchased.

    • Different components of plugins and applications

  • Dependency Views and Cloud Management3:16

    In this video, we will near the importance of dependency views. Also, we will describe a high-level architecture of the cloud management application.

    • Provide a graphical view of configuration items
    • Different roles within the cloud management applications

  • Discovery and Credentials4:08

    Discovery explores to check on the type of device, for each type of device, discovery uses different kinds of probes to extract more information about the computer or device, and the software that is running on it. Also, ServiceNow discovery and orchestration features require credentials to be able to access the enterprise network which we will see in this video.

    • Perform the scan at certain intervals
    • Types of Credential types

  • MID Server2:46

    In this video, we will see the high-level architecture of the MID Server and interaction points.

    • ECC queue connection point architecture

  • Orchestration4:53

    Orchestration is the automated arrangement, coordination, and management of complex computer systems, middleware, and services. Orchestration automates simple or complex multi-system tasks on remote services, servers, applications, and hardware. Orchestration is available as a separate subscription from the rest of the ServiceNow platform.

    • Provide the ability to make calls outside of a ServiceNow instance
    • Orchestration Workflow
    • Several applications with subscription

  • Service Mapping and Event Management2:47

    Service mapping collects data about devices and applications used in business services in the organization. It then creates a map of business services and writes the collected data into the CMDB. Service mapping uses patterns to discover and map CIs. Also, Event management leverages service mapping data and also data from service analytics to resolve an alert that is raised from the IT infrastructure component.

    • Explore and see how Service Mapping works
    • Event Management Workflow

Requirements

  • They need have no prior knowledge of ServiceNow ITOM.

Description

ServiceNow ITOM enables infrastructure and processes to be managed in a highly automated manner. It contains various segments that ensure its applications and enterprise infrastructures are optimized for high performance and helps in creating a lean and agile organization through service level visibility and automation.

This video course is a comprehensive guide based on the Geneva release and will help you discover how IT activities can be connected to your business needs, rather than just focusing on the internal IT process. It takes a service-centric approach to operations management and consolidates all your resource data into a single-system IT record. You will learn about discovery, orchestration, and MID server and cloud management, helping you take full advantage of ServiceNow IT operation management to improve the quality of service and increase service availability.

By the end of the course, you will be able to achieve improved service availability, the immediate visibility of vital business services, and much more, all from the convenience of your single screen.

This course uses OS 2003, 2008, and 2012, while not the latest version available, it provides relevant and informative content for legacy users OS.

About The Author

Ajaykumar Guggilla is the holder of a Masters in computer applications and is certified as a Project Management Professional (PMP), Information Technology, and Infrastructure Library (ITIL) Expert, Microsoft Certified Professional, PRINCE2, and ServiceNow administrator. Ajay has 19 years' experience in the IT industry. Ajay started his career as a hardcore programmer and evolved to take on many positions at reputable organizations, including Cognizant, PwC, and Sathyam. Ajay has diversified his experience to include IT service delivery, IT infrastructure, enterprise systems, improving quality and maturity, CRM solutions, adopting service management solutions, SAP support, data center migrations, IT Service Management (ITSM)/ITIL, and ServiceNow solutions.

His experience from previous job roles extends to the program manager, IT architect, process owner, process lead, director, project manager, engagement manager, process manager, reporting champion, and global production roles. Ajay has worked with fortune customers in oil and gas, chemicals, automobiles and parts, healthcare, retail, media, travel and leisure, insurance, telecommunications, banks, media and entertainment, insurance, financial services, technology, and intergovernmental organizations.

His knowledge has helped many organizations in numerous ways, including defining their strategy, streamlining the service management process, optimizing cost, adhering to compliance requirements, increasing customer satisfaction, process maturity, technology adoption, infrastructure transformation and consolidation, and much more.

Ajay started working with ServiceNow five years back. He has worked on different engagements in helping organizations select their service management tool, has managed ServiceNow programs, has solutioned, architected, and handled end-to-end implementations, and performed process automation and version migrations. He is passionate about working on ServiceNow and loves the product, which led him to write this book on ITOM to help individuals and organizations improve their operational excellence by implementing ITOM capabilities.

Who this course is for:

  • This video course is aimed at system administrators, IT operations, and IT managers who plan to implement ServiceNow IT Operations Management for their organization.

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