Service Mapping with ServiceNow

Introduction

Speaker: Chappelle Lyles, Solution Consultant at ServiceNow (Specializes in ITOM)

• Session Duration: ~1 hour
• Interaction: Post questions/comments in the chat box

Agenda

1. Value of Service Mapping
2. Three Approaches to Implementing Service Maps
   • Top-down
   • Machine Learning
   • Tag-based
3. Training Resources
4. Configuration Demos for Each Approach
5. Takeaways & Questions

Value of Service Mapping

• Provides visibility into configuration items (CIs) and their relationships.
• Enhances IT service management (ITSM) by:
  • Improving incident impact visibility
  • Assisting in change requests decisions
  • Enabling proactive actions in IT operations management (ITOM) and AI Ops.
• Aids in security by prioritizing vulnerabilities.
• Core benefit: Increased visibility leads to better decision-making across the IT landscape.

Approaches to Service Mapping

Overview

• Three main methods: Top-down, Tag-based, Machine Learning.
• Each method suited for different scenarios based on use cases and environments.

Top-Down Service Mapping

Combination of Pattern-Based and Traffic-Based Mapping

• Pattern-Based Mapping
  • Uses predefined patterns to discover and map CIs.
  • Requires horizontal discovery and credential setup.
• Traffic-Based Mapping
  • Uses TCP connections between CIs.
  • Casts a finer net but can pull in irrelevant data.
  • Often used in conjunction with Pattern-Based Mapping for preliminary discovery.
• Steps
  1. Enable horizontal discovery.
  2. Define application entry points.
  3. Review and approve the service maps.
  4. Maintain up-to-date maps by running regular discovery schedules.

Demo Notes

• In ServiceNow instance, configure mid server and run horizontal discovery.
• Define entry points using UI - e.g., URLs for services.
• Review operational status in ServiceNow after building the service map.

Tag-Based Service Mapping

Suitable for Cloud and Container-Based Environments

• Uses Cloud resource tags to build service maps.
• Hard requirement: Accurate tag governance.

Steps

1. Enable horizontal discovery for cloud resources.
2. Define tag families and categories.
3. Select service candidates based on tag-based recommendations.
4. Regularly run discovery to keep maps current.

Demo Notes

• Look into Cloud Resources Dashboard for tag data (Keys & Values)
• Review AWS Inventory Tag Discovery patterns for relevant tags.
• Define CI tag categories and families in ServiceNow.
• Map service candidates and review the built service maps.

Machine Learning Service Mapping

Uses Predictive Intelligence for Fastest Value

• Runs in the background based on discovery schedules.
• Generates connection suggestions based on observed patterns.

Steps

1. Ensure connection suggestions property is active.
2. Optionally, set rules for automatic connection suggestions.
3. Review application fingerprint suggestions for comprehensive view.
4. Regularly run discovery to maintain current service maps.

Demo Notes

• Enable connection suggestions in ServiceNow properties.
• Review and manually approve connection suggestions in the service map.
• Check the Discovery homepage for application fingerprint suggestions.
• Useful for homegrown applications to automatically receive relevant patterns and classifiers.

Training Resources

• Instructor-led Training: In-depth, recommended for comprehensive learning.
• On-Demand Self-Paced: Flexible learning with free CIS exam voucher.

Conclusion

• Enhanced visibility into services with service mapping.
• Understanding different approaches to service mapping and their best use cases.
• Training resources provided to further dive into fundamentals of service mapping.
• Additional resources available: YouTube links, documentation, product pages.

Q&A

• Addressed throughout and after the session.

Follow-Up

• Sending slide deck and recorded video post-session for reference.

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