Service Mapping with ServiceNow

let's go ahead and get started uh first welcome thank you for joining us good morning or good afternoon depending on on where you're located um just an introduction my name is Chappelle Lyles I'm a solution consultant here I'm at servicenow specializing in itom um and today I just wanted to mention that we do have the lines on today's call muted just to prevent any background noise but definitely feel free to post any questions any comments down in the chat box and we'll make sure to get some answers for you if need be um but yeah we have about an hour uh for this session so I want to go ahead and Jump Right In because we have a lot of content to cover this is just a quick Safe Harbor notice as a precaution we just provide this for uh any information that may contain forward-looking statements this won't apply today since we'll be talking about what we do have available um with service mapping with our Tokyo release this is just a heads up in case we do have those presentations those demonstrations that do have that forward-looking information all right now if you haven't attended a how-to session with us before we do do these sessions around uh differing topics today obviously we'll be focused more on service mapping and I know some of you may be already familiar with the tools that we're discussing today and if not that's okay we'll we'll we make sure to provide that step-by-step guidance along the way as we're going throughout this workshop and my hope is that we spend most of our time today in our instance just to Showcase some of these capabilities here so first and foremost we'll talk about the value of service mapping how your organization can find Value in it by being US service aware being getting that visibility within your systems and your services within your organization at point two we'll talk about the three approaches to implementing service maps and I'll talk through the the when the why we'd use each of these uh different method method methods I'll also demonstrate each one of those within our instance as well and as we go through each of those approaches will make sure to highlight the best practices and the skills needed to implement each of these approaches so here is just a a quick agenda that we have for number one we're just going to be looking at an overview of our service mapping again that how we can provide that value to organizations that utilize it those three service mapping approaches that we'll be talking about namely our uh our top-down machine learning and tag based service mapping approaches I want to provide you with number three I just some resources for training pass if you want to dive into more of the fundamentals of service mapping um we'll go into the three configuration demos for each approach as well and lastly we'll end off with the takeaways in any uh questions that you may have at the end as well as some additional resources I can provide for you all right so what does service mapping do so the core of service mapping is just how they give you the ability to see what configuration items or CIS support a particular business service within your organization and also how these Ci's are related so these service maps are held directly within your cmdb connecting your business services to your infrastructure and as we're going down this list here we'll start off with it service management how service mapping can help you in that instance is when you have that invisibility to your services you have much more visibility into the impact of your incidents you can weigh in those changes those change requests within your service desk operations just to see whether or not you can Implement that based off of the services that you get you're getting visibility into you can also help your service desk teams make educated decisions utilizing service Maps and when it comes to it operations management and AI Ops that boils down to namely monitoring so this helps knock agents your operations team to properly prioritize and at times even act proactively as opposed to that reactive action because they can see that impact of a Down service or an outage so for example when you think of a service that goes down for a customer um say an email service they don't put in a ticket that says that you know that service uh or that Windows server went down or an Oracle database went down they just simply say that my email is down and without service mapping this can pose a bit of an issue for some teams that don't have it to fix that issue and lastly when it comes to security and prioritizing those vulnerabilities and how to approach that service mapping really helps you understand you know which applications are customer facing and what uh compromises them to act quickly on those services so the key takeaway for this is just with utilizing service mapping you get that increased visibility right so that that way you're able to make better and informed decision making when it comes to your it landscape across your organization foreign so we see at the top there that service mapping creates a service oriented CNB or a service aware so that's the whole goal right of using service Maps we want to take all of that information we see on the right here and pull that data into our service aware cmdb hopefully with automated methods such as Discovery but we could also use some of those third-party tools that you may already have in place to get that information ingested into your instance so again we mentioned the cmdb or the configuration management database and we'll mention that a lot today because this is the foundation of where we have this data and where we have it stored where that data comes from and when we build out our service Maps that's all foundationally coming from our cmdb now we saw an arrow that kind of went went in towards uh changes there at the end um this is where we kind of get into that with the itsm perspective so service Maps can give you that serve uh service team visibility that they need to accelerate their process processes whether it's you know incident problem or change and with service Maps we really see that ability as you can see in this first bullet here you know the ability to see the CIS that are affected by you know change requests so if you have a change request that may affect certain Services you're given that uh that visibility you're also giving them visibility into services that are affected by incidents as well all within this single pane of glass for all your itsm processes another use case that we hear a lot of our customers uh talk about is just being able to see the impact from a service that's down so the ability to see what it means for your other applications what it means for your other services that may have been impacted by that single server uh being down and this just makes you really think more proactively as opposed to that reactive way of thinking when it comes to your business services being affected right any questions so far before we move on to our service mapping approaches right I don't see any so I'd like to spend the next bulk of our time discussing our different approaches here and again I said uh earlier if you remember me correctly we had uh three approaches I know we have four here um that's just namely because uh one and two are typically used in conjunction in what we call our top down service mapping um tag based service mapping we'll also learn this mostly for our cloud and uh container resources and lastly we have our machine learning approach which we'll learn about more in detail here with these next few slides so here yes choose the best approach for customers so we'll start off with that top down service mapping here in the middle um and what that really is is again that mixture of both pattern and traffic based uh service mapping so we see this typically used uh mostly for our on-prem and Legacy applications because this will give you the most accurate and detailed service mapping this is typically best used on your more critical Business Services because of that high accuracy that it gives now for our tag based service mapping this method builds your service map using uh configured tags on your virtualized and Cloud resources and this is the more preferred approach for those containerized Cloud environments lastly we do have our machine learning approach and this will give you the fastest time to Value as it requires less effort on your part because it's actually running in the background based on your Discovery schedules you already have in place and we'll give you a connection suggestions to build out your service Maps based on the patterns that it learns over time so you're really building or you're running Discovery over and over again this machine learning is learning a a pattern and I'll give you those connections over time which can be very useful to to some individuals all right now we're going to go kind of more into the pros and cons of each one um each approach and we'll first start off with the pattern-based uh approach here again this is the first you know partner of the two with that top down service mapping approach now service mapping does use patterns to discover and map out your CIS so what a pattern is within servicenow is just a step-by-step set of instructions that tell discover exactly what to look for so that pattern will tell Discovery all right you got you know the host here's what's here's what's to do next you know what endpoints to look for which attributes Define what data points you need I'll note that patterns are pre-built out of the box and you can see which ones are being run from your Discovery logs but the pattern-based mapping um you can think of is like casting this wider net to pull in your CI information um and CI information that's relevant for a particular service so this method does require the most upfront effort as well as it does depend on that horizontal Discovery those patterns that need to build out as well as if you read down here some credentials needed to discover certain data points and uh creating users and giving them permissions for Access across your network as well so the second piece for top down service mapping is what we call Traffic based mapping so this is again used to complement your pattern-based service mapping and just as it sounds it uses that you know traffic base TCP connections here between your CIS to build out our service Maps with this method as you see here it really casts that finer net as it is using those traffic based flow of connections between each CI that you see there one thing to note because traffic based connections can change so frequently and just you know that sheer amount of data that gets pulled in from that sometimes we do see this method to pull in a lot of color and maybe even some irrelevant CI so the best practice that we tell customers to do is to run this in conjunction with your pattern-based method for your initial Discovery and once you review your map approve that and we can we're going to take a look how we do that in our instance you can then turn off your traffic based method so you don't have all the extra data when you continue to run Discovery in the future foreign questions with those two methods before we move on to tag base all right sounds good so here again is our tag based method so this will be our cloud and content our container-based approach for service mapping so here we're just using a typical normal horizontal Discovery to discover some of this tag data it's going to be pulled into your cmdb so those regular tag attributes like any other cloud-based attributes and once service now has that tag data it's going to use that in order to build out one or more services based on what it pulls in I'd like to know here as well that with this method tag governance is pretty much a hard requirement to utilize it as you read here that's just because it's if your tags aren't accurate within your Cloud environment then that tag data pulled into your servicenow instant obviously won't be accurate either all right and last but not least we have our machine learning mapping and what this does is really use uh what we call predictive intelligence um to utilize this method and what that means is that it needs training right so to achieve best results and to really train this type of method you've got to run a discovery repeatedly and how this works is that that Discovery is pulling in all of this data from all of those TCP connections um and also those processes from those Ci's that are discovered and at the same time machine learning algorithms are running um in the background over all of that data generating connection suggestions where you can Implement into your service maps and these connection suggestions can be added automatically with your connection rules or you can review them and add them manually as we'll see in today's demonstration we can add those manually um but any questions with any of those approaches before we move into our uh instance here all right all right actually before we do that we're going to just talk about some of the training on past so if you do of course an hour of uh a how-to clinic isn't enough time to fully grasp the fundamentals of service mapping so I do want to provide some of this training this link to this training we have two separate methods based on your best learning style we have the instructor-led if you can spare a few days that's highly recommended but if this is also your type that on-demand self-paced method you can also go for that as well they both provide you with a free voucher to take the CIS in service mapping your certified implementation specialist exam so either way you can get that voucher and be certified in service mapping um if not you you still have some pretty good um foundational training with these links here okay now moving on into the configuration of our first approach so what's going to happen here is I just want to go over a high level um step-by-step approach of each method and then we'll hop into our instance and just repeat that same step-by-step approach you know within there so for our first step again this is our top down service mapping method our first step we're making sure we enable horizontal Discovery right so we already have to have our mid server installed we have to have it active validated and we have to have horizontal Discovery Ran So that our cmdb is nicely populated so we can use that as a data source to map out our service map from there number two after we've done that we ran horizontal Discovery we want to Define our application entry point this is exactly how you navigate to that within your instance and for our demo we'll just Define an entry point for a single service or single application and once you define that entry point it'll run a top-down Discovery in the background and what's happening is from the entry point it'll look for the host CI and whether or not it's already in your cmdb they'll then look for any other outbound connections that the host may have until it maps all the CIS that are connected to our host in that full service map is fully built out and we'll see how in our instance how we can review and approve the map once we have it built out and possibly collaborate with service owners that need to get eyes on it before we can actually uh make it operational and of course we have to make sure these service maps are up to date right so we're regularly running Discovery to keep those maps current all right so let's go ahead and hop into our demo instance hopefully you can see what I have here on my screen let me know in the chat if you can all right so again our first step right was to map out our top-down discovery so in our instance here uh we are within our map application Services actually on our our second step right now so we're we're really assuming that we've done our step one and that's already completed you know we've covered we configured our mid server we ran a horizontal Discovery and our cmdb is fully populated with rcis so right now we're starting on our second step and how I got here was just I like to just hit service mapping then we have our application Services right here so in order to for our next step to establish that entry point we're just going to hit new here all right so here you can create a new service we'll give it a name of a movie Plex and we need us uh uh create a a service owner and we can you know do anybody let's do Abraham Lincoln for laughs and giggles and now at this point we can look at the right here and this is all the common entry points that you can add to your services I can also go to other applications and just show you like every single entry point that we have available but I know that the the service that we're going to build out today in particular is running on weblogic so we'll use an HTTP endpoint in order to do that and add that so I have my uh URLs ready to go here so I can add and for this service I know that we have two entry points that I have to Define um of course when you're defining these service Maps uh the more information you have the better and typically you would get to get this information from your service owner again we'll go to our HTTP endpoint here and Define our URL there all right and from there we'll just go ahead and input that into our system by clicking save now once I do click save what's happening in the background is that service mapping is actually running so it's already building our service map and hopefully since this is a horizontal Discovery has been ran our cmdb is already populated with the CIS it should be fairly quick but before we look at our our map here I want to just point out some of the fields that we have upon creating our service we can denote its business criticality I will keep that at four I want you to note our operational status here this is going to come into play when we uh review our service map so right now we have it at non-operational let's go ahead and view our service map now all right all right so here we have our fully built out service map um just based off of those endpoints that we provided to it so here we have our endpoints again you can see some of the the data on here on the right from the CIS that were built out with it as well automatically coming out of our cmdb so now I'm at this point as a service owner we can send this to review but for right now we can go ahead and approve the service map after we're reviewing all the connections making sure everything's good to go go ahead and approve that and upon uh going back to our our table and looking into our service map here you can see how our operational status change from non-operational to operational upon approving that service map right there all right so in the last step that we we went over in our presentation was just maintaining our Discovery schedules right to make sure that this data doesn't go stale these service Maps um uh stay current so we'll go into our uh Discovery schedules here and we're making sure that these Discovery schedules are within our service mapping module not our Discovery module because these are all going to be the schedules pertaining to our service mapping and here we have two out of the box uh schedules that we'll use but namely our all applications one is the one that will run our top-down Discovery for all the applications that are associated with the service map at whatever we designated to run at right now defaulted to daily but we can change this to whatever we like you know on a week by week basis month-to-month basis on demand what have you so that's how you keep your data up to date with these schedules any questions with that before we move back into our presentation and go into our next approach all right so going back so again we just finished our top down this uh service mapping method now let's take a look at our tag based service Maps so here again step one same as before we still need to enable horizontal Discovery still have to have those um active and validated mid servers right because that's important for step two because we need that you know that accurate tag data from our Cloud resources in order to build out our tag-based service maps without running that cloud-based Discovery we're not going to be able to do that right number three we'll walk through in our uh environment how we can Define our tag families and that starts off with first defining your tag Keys your tag values as well as your uh tag categories as well then once you define your tag families you'll be able to select uh service candidates from your tag based recommendations then again we're going to regularly run Discovery to keep your service map current foreign this one and here I just really want to show you to start off what data should look like on your Cloud resources as you're pulling them in so I'm going into our Cloud resources dashboard here get an idea of the cloud resources within my environment and I do have several AWS ec2 instances that I can look into all right um we'll just uh click on this first one here and here we're just looking at a cmdv view of this particular ec2 instance right but here at the bottom this is where it's important this is where we're seeing our uh tag Keys um and then these are some of the common key types that you'll see um most common ones are like name environment but we also have operating system application and there are associated uh tag values as well here on the right but once we do have that that tag data within our cmdb um we can kind of start our process of you know configuring our our families our categories as well but how do we get this tag data let me uh show you the discovery pattern because that's exactly how we're pulling that into our servicenow uh instance another particular one that we're looking for is just our AWS inventory tax so this particular pattern is what's important to bring those tag data in so he as you scroll through you know it's a lot to kind of take in but all in all what this does is really just helping that Discovery process when you're trying to map out your services automatically um you're going to need this to pull um that data in from an AWS environment because it's telling Discovery exactly how to look for particular tag Keys how to look for particular tag values when we scan that AWS environment for from our Cloud Discovery process so it's all from here usually these are provided to us out of the box you don't typically you can build these out yourself but a lot of times we can provide these especially for our more common Cloud resources like AWS Azure and Google Cloud but now that we've seen how we get this uh these tag attributes let's go and try to map out our service starting off with our tag Based Services here so this is pretty similar to what we saw with our Movieplex application right um so those were all applications within our instance this is just merely our uh our tag based applications so we only have eight here one more focus on for today is our recommendation prod um and I just want you to take note of the naming convention we're going to talk about that here in a little bit so recommendation colon colon prod and we'll just look at the map view of this so two things to note again was that naming convention and as we look at this map view I just want you to see and take a look at how this service map is built out right so it's pretty similar to what we had earlier you know we have those connections to each CI maybe a little different CIS because it's a different service between the two but all in all it looks uh pretty much the same foreign so what I want to do is show you exactly how this was created and to do that I'm going to delete it I want to build out how to you know build this out or show how to build this out end to end for you all right so we can just ignore the warning and delete all right and then the first step that I mentioned was um looking into our CI tag categories from our high level overview so to do that we'll go into our service mapping CI tag categories here and here is our tag categories for our in our environment right so application services and environment tag categories are namely the most common ones we also have kubernetes here but let's click on application services and let's talk about some of these uh mapping key moves so once we've defined our tag keys that we're looking for within Discovery we also want to Define some of these tag keys that may be used across different teams and these can actually mean the same thing even though they're uh you know an app app service application these all kind of mean the same thing within this tag category and this is where we Define those um for your you know Cloud resource tag environments once we do uh you know configure these and Define these we need to next look into our tag based service families so categories our service families are next and again we'll just look into our application services and we see those two common categories that we saw in our last step right application Services you see environment here and in a tag family we're really defining the logic that we're using in the mapping process so I'm telling I'm telling it that we want to see a combination of tag values for um the application service that's tagged for my resources and also I want to see the value for the environment so what we're going to have is application Service uh colon colon in our environment and we can kind of see more examples of that down here at the bottom we have our services and our environment you know concatenated behind that once we have our service families set up our system is going to give us some service candidates to view based off of that tag attribute data all right so we have a few here again it's the same naming convention because it's going to be based off of this uh service uh categories here but as we scroll down we can see the same recommendation prod service that we had earlier that we deleted you can go ahead and map that okay and this should be pretty quick because again this is all um in our cmdb it's been populated with our horizontal discovery all right so here we go we have our map services our new map Services here at the bottom we can click into that and under our related links we're just going to recalculate our service because this is going to reflect the latest CI tags changes and you know those CI connections as well all right so that's recalculated we'll go back to our our other view so we can see the the map itself hopefully it looks exactly how we had it before we deleted it to show how we built this out end to end two there we go looks pretty much exactly the same as what we had before all right any questions with our tag based method our tag based approach here all right let's hop back into our presentation and finish it off with our machine learning service mapping right all right so here again is our last method machine learning and our first step is there's a little change here namely because we need to ensure that this property uh you know connect connection suggestions is active um and that is set to True within our CIS properties uh table um I know with a few of our last releases that this is set and defaulted to uh disabled so this is pretty important to use this method to just verify that this is true set to active so you can go into step two and enable um some of those connection suggestions so again for step two our connection suggestions that we receive by mapping in this method can be automatically or automatically used or connected or we can review them and add those manually so that's kind of why this is optional again in our demonstration we're going to review those and add those in manually but you definitely have the option to create those connections automatically at step three we're going to review the application fingerprint suggestions and these are going to be entire applications that machine learning thinks that you might have within your environment that you haven't exactly mapped out yet so not only is it getting giving you connections suggestions it's also giving you suggestions for entire applications based off of you know some of those CI connections that it finds within discovery and again we're running Discovery to keep your service mapping current all right last but not least I'm going to take a look at our machine learning service mapping and what we'll do we'll go back into our map application services and go back to our movie uh Plex application we'll view this map here because this one has uh quite a few suggestions that machine learning has picked up on even though we have uh just uh mapped that one out right so again um from that first step once we set that property to True once we set it to active what we're getting is this UI action here this button or connection suggestions now again I don't have I don't currently have those um automatic apply rule set or those automatic connection rules set so we'll have to manually review these and decide whether or not to add them to our service map so we can add we can even um if there's some connections that are connected previously we can exclude them if we need to do so as well or we can reset some of those decisions made as we look at this data here we can see the source uh CIS the connections the target hosts um some of the the confidence levels that machine learning has picked up on so this is just giving you a confidence level based on how relevant this connection is to the service map um that you're currently looking at so just based off of some of these confidence levels I'll click a few of these um and then add those manually into our service map and then once we go back to our service map here all right you can already see some of those connections being built out from uh the ones that we manually added all right yeah so yeah we have some connections added to our service now but any questions with this before I move on to our application fingerprints all right so that's that's the last thing I want to talk about is application fingerprints right so what we'll do to navigate to that is our Discovery home page and we're looking for a particular widget here application fingerprints and click into that we can look into our all suggested applications so again just like how machine learning was giving us suggestions for connections within our service map it's also given us uh suggestions for a whole applications based off of you know relevant CIS that it's discovering and so I can kind of just go into one of these here and this is kind of important I can tell you why it's useful um it's namely useful for things like homegrown applications and that's just because there are three basic things that Discovery does need to even map out applications right so it needs a class to know where it falls within our cmdb also needs those patterns to get those attributes and that other data that it's pulling into our cmdb and then finally needs a process classifier to map the right processes to your applications and most of the time like in our application that we built built our Movie Plex application we already have those instructions built out within our patterns but for those smaller homegrown applications you might have to build those out yourself manually and that can take a lot of time but as we drill into one of our suggested applications here we can see some of those things already populated for us so we can see that cmdb CI class already populated for us number three we needed a pattern so it has a suggested pattern to use for this application as well as that process classifier rule that we can use for this application so all with machine learning so machine learning is trying to give you suggestions for connections applications and really make your your day easier to use any questions with that before we kind of end it with our presentation all right all right in conclusion we saw some of the value that we can get out of service mapping right we saw how given that visibility into your systems into your services you can really lead a more proactive as a opposed to reactive approach to your your service operations now we discuss some of the the methods approaches of service mapping namely our top down our tag base and our machine learning approaches and the pros and cons for each of those we saw how we Implement those some of the best practices and skills needed within our instance to use those as well and hopefully with this presentation with this webinar which you get out of this is just um the ability to kind of build out your own service Maps within your own organization and if anything at the least you have a resource uh to go to a recording a slide deck I'll send this to you afterwards just to look back to in order to help you to do that and when it comes to additional resources again we have links that I provided to you some YouTube links some up-to-date documentation and of course our our product page here at the bottom and with that that really uh is everything that I had to cover today I'm just going to stay on the line for a few minutes just in case any questions come through but after the call I'll make sure to send out that slide deck send out the recorded video so you have it for your own you know reference again thank you for your time uh thank you for participating today and hopefully you have a great rest of your day take care

let&#39;s go ahead and get started uh first welcome thank you for joining us good morning or good afternoon depending on on where you&#39;re located um just an introduction my name is Chappelle Lyles I&#39;m a solution consultant here I&#39;m at servicenow specializing in itom um and today I just wanted to mention that we do have the lines on today&#39;s call muted just to prevent any background noise but definitely feel free to post any questions any comments down in the chat box and we&#39;ll make sure to get some answers for you if need be um but yeah we have about an hour uh for this session so I want to go ahead and Jump Right In because we have a lot of content to cover this is just a quick Safe Harbor notice as a precaution we just provide this for uh any information that may contain forward-looking statements this won&#39;t apply today since we&#39;ll be talking about what we do have available um with service mapping with our Tokyo release this is just a heads up in case we do have those presentations those demonstrations that do have that forward-looking information all right now if you haven&#39;t attended a how-to session with us before we do do these sessions around uh differing topics today obviously we&#39;ll be focused more on service mapping and I know some of you may be already familiar with the tools that we&#39;re discussing today and if not that&#39;s okay we&#39;ll we&#39;ll we make sure to provide that step-by-step guidance along the way as we&#39;re going throughout this workshop and my hope is that we spend most of our time today in our instance just to Showcase some of these capabilities here so first and foremost we&#39;ll talk about the value of service mapping how your organization can find Value in it by being US service aware being getting that visibility within your systems and your services within your organization at point two we&#39;ll talk about the three approaches to implementing service maps and I&#39;ll talk through the the when the why we&#39;d use each of these uh different method method methods I&#39;ll also demonstrate each one of those within our instance as well and as we go through each of those approaches will make sure to highlight the best practices and the skills needed to implement each of these approaches so here is just a a quick agenda that we have for number one we&#39;re just going to be looking at an overview of our service mapping again that how we can provide that value to organizations that utilize it those three service mapping approaches that we&#39;ll be talking about namely our uh our top-down machine learning and tag based service mapping approaches I want to provide you with number three I just some resources for training pass if you want to dive into more of the fundamentals of service mapping um we&#39;ll go into the three configuration demos for each approach as well and lastly we&#39;ll end off with the takeaways in any uh questions that you may have at the end as well as some additional resources I can provide for you all right so what does service mapping do so the core of service mapping is just how they give you the ability to see what configuration items or CIS support a particular business service within your organization and also how these Ci&#39;s are related so these service maps are held directly within your cmdb connecting your business services to your infrastructure and as we&#39;re going down this list here we&#39;ll start off with it service management how service mapping can help you in that instance is when you have that invisibility to your services you have much more visibility into the impact of your incidents you can weigh in those changes those change requests within your service desk operations just to see whether or not you can Implement that based off of the services that you get you&#39;re getting visibility into you can also help your service desk teams make educated decisions utilizing service Maps and when it comes to it operations management and AI Ops that boils down to namely monitoring so this helps knock agents your operations team to properly prioritize and at times even act proactively as opposed to that reactive action because they can see that impact of a Down service or an outage so for example when you think of a service that goes down for a customer um say an email service they don&#39;t put in a ticket that says that you know that service uh or that Windows server went down or an Oracle database went down they just simply say that my email is down and without service mapping this can pose a bit of an issue for some teams that don&#39;t have it to fix that issue and lastly when it comes to security and prioritizing those vulnerabilities and how to approach that service mapping really helps you understand you know which applications are customer facing and what uh compromises them to act quickly on those services so the key takeaway for this is just with utilizing service mapping you get that increased visibility right so that that way you&#39;re able to make better and informed decision making when it comes to your it landscape across your organization foreign so we see at the top there that service mapping creates a service oriented CNB or a service aware so that&#39;s the whole goal right of using service Maps we want to take all of that information we see on the right here and pull that data into our service aware cmdb hopefully with automated methods such as Discovery but we could also use some of those third-party tools that you may already have in place to get that information ingested into your instance so again we mentioned the cmdb or the configuration management database and we&#39;ll mention that a lot today because this is the foundation of where we have this data and where we have it stored where that data comes from and when we build out our service Maps that&#39;s all foundationally coming from our cmdb now we saw an arrow that kind of went went in towards uh changes there at the end um this is where we kind of get into that with the itsm perspective so service Maps can give you that serve uh service team visibility that they need to accelerate their process processes whether it&#39;s you know incident problem or change and with service Maps we really see that ability as you can see in this first bullet here you know the ability to see the CIS that are affected by you know change requests so if you have a change request that may affect certain Services you&#39;re given that uh that visibility you&#39;re also giving them visibility into services that are affected by incidents as well all within this single pane of glass for all your itsm processes another use case that we hear a lot of our customers uh talk about is just being able to see the impact from a service that&#39;s down so the ability to see what it means for your other applications what it means for your other services that may have been impacted by that single server uh being down and this just makes you really think more proactively as opposed to that reactive way of thinking when it comes to your business services being affected right any questions so far before we move on to our service mapping approaches right I don&#39;t see any so I&#39;d like to spend the next bulk of our time discussing our different approaches here and again I said uh earlier if you remember me correctly we had uh three approaches I know we have four here um that&#39;s just namely because uh one and two are typically used in conjunction in what we call our top down service mapping um tag based service mapping we&#39;ll also learn this mostly for our cloud and uh container resources and lastly we have our machine learning approach which we&#39;ll learn about more in detail here with these next few slides so here yes choose the best approach for customers so we&#39;ll start off with that top down service mapping here in the middle um and what that really is is again that mixture of both pattern and traffic based uh service mapping so we see this typically used uh mostly for our on-prem and Legacy applications because this will give you the most accurate and detailed service mapping this is typically best used on your more critical Business Services because of that high accuracy that it gives now for our tag based service mapping this method builds your service map using uh configured tags on your virtualized and Cloud resources and this is the more preferred approach for those containerized Cloud environments lastly we do have our machine learning approach and this will give you the fastest time to Value as it requires less effort on your part because it&#39;s actually running in the background based on your Discovery schedules you already have in place and we&#39;ll give you a connection suggestions to build out your service Maps based on the patterns that it learns over time so you&#39;re really building or you&#39;re running Discovery over and over again this machine learning is learning a a pattern and I&#39;ll give you those connections over time which can be very useful to to some individuals all right now we&#39;re going to go kind of more into the pros and cons of each one um each approach and we&#39;ll first start off with the pattern-based uh approach here again this is the first you know partner of the two with that top down service mapping approach now service mapping does use patterns to discover and map out your CIS so what a pattern is within servicenow is just a step-by-step set of instructions that tell discover exactly what to look for so that pattern will tell Discovery all right you got you know the host here&#39;s what&#39;s here&#39;s what&#39;s to do next you know what endpoints to look for which attributes Define what data points you need I&#39;ll note that patterns are pre-built out of the box and you can see which ones are being run from your Discovery logs but the pattern-based mapping um you can think of is like casting this wider net to pull in your CI information um and CI information that&#39;s relevant for a particular service so this method does require the most upfront effort as well as it does depend on that horizontal Discovery those patterns that need to build out as well as if you read down here some credentials needed to discover certain data points and uh creating users and giving them permissions for Access across your network as well so the second piece for top down service mapping is what we call Traffic based mapping so this is again used to complement your pattern-based service mapping and just as it sounds it uses that you know traffic base TCP connections here between your CIS to build out our service Maps with this method as you see here it really casts that finer net as it is using those traffic based flow of connections between each CI that you see there one thing to note because traffic based connections can change so frequently and just you know that sheer amount of data that gets pulled in from that sometimes we do see this method to pull in a lot of color and maybe even some irrelevant CI so the best practice that we tell customers to do is to run this in conjunction with your pattern-based method for your initial Discovery and once you review your map approve that and we can we&#39;re going to take a look how we do that in our instance you can then turn off your traffic based method so you don&#39;t have all the extra data when you continue to run Discovery in the future foreign questions with those two methods before we move on to tag base all right sounds good so here again is our tag based method so this will be our cloud and content our container-based approach for service mapping so here we&#39;re just using a typical normal horizontal Discovery to discover some of this tag data it&#39;s going to be pulled into your cmdb so those regular tag attributes like any other cloud-based attributes and once service now has that tag data it&#39;s going to use that in order to build out one or more services based on what it pulls in I&#39;d like to know here as well that with this method tag governance is pretty much a hard requirement to utilize it as you read here that&#39;s just because it&#39;s if your tags aren&#39;t accurate within your Cloud environment then that tag data pulled into your servicenow instant obviously won&#39;t be accurate either all right and last but not least we have our machine learning mapping and what this does is really use uh what we call predictive intelligence um to utilize this method and what that means is that it needs training right so to achieve best results and to really train this type of method you&#39;ve got to run a discovery repeatedly and how this works is that that Discovery is pulling in all of this data from all of those TCP connections um and also those processes from those Ci&#39;s that are discovered and at the same time machine learning algorithms are running um in the background over all of that data generating connection suggestions where you can Implement into your service maps and these connection suggestions can be added automatically with your connection rules or you can review them and add them manually as we&#39;ll see in today&#39;s demonstration we can add those manually um but any questions with any of those approaches before we move into our uh instance here all right all right actually before we do that we&#39;re going to just talk about some of the training on past so if you do of course an hour of uh a how-to clinic isn&#39;t enough time to fully grasp the fundamentals of service mapping so I do want to provide some of this training this link to this training we have two separate methods based on your best learning style we have the instructor-led if you can spare a few days that&#39;s highly recommended but if this is also your type that on-demand self-paced method you can also go for that as well they both provide you with a free voucher to take the CIS in service mapping your certified implementation specialist exam so either way you can get that voucher and be certified in service mapping um if not you you still have some pretty good um foundational training with these links here okay now moving on into the configuration of our first approach so what&#39;s going to happen here is I just want to go over a high level um step-by-step approach of each method and then we&#39;ll hop into our instance and just repeat that same step-by-step approach you know within there so for our first step again this is our top down service mapping method our first step we&#39;re making sure we enable horizontal Discovery right so we already have to have our mid server installed we have to have it active validated and we have to have horizontal Discovery Ran So that our cmdb is nicely populated so we can use that as a data source to map out our service map from there number two after we&#39;ve done that we ran horizontal Discovery we want to Define our application entry point this is exactly how you navigate to that within your instance and for our demo we&#39;ll just Define an entry point for a single service or single application and once you define that entry point it&#39;ll run a top-down Discovery in the background and what&#39;s happening is from the entry point it&#39;ll look for the host CI and whether or not it&#39;s already in your cmdb they&#39;ll then look for any other outbound connections that the host may have until it maps all the CIS that are connected to our host in that full service map is fully built out and we&#39;ll see how in our instance how we can review and approve the map once we have it built out and possibly collaborate with service owners that need to get eyes on it before we can actually uh make it operational and of course we have to make sure these service maps are up to date right so we&#39;re regularly running Discovery to keep those maps current all right so let&#39;s go ahead and hop into our demo instance hopefully you can see what I have here on my screen let me know in the chat if you can all right so again our first step right was to map out our top-down discovery so in our instance here uh we are within our map application Services actually on our our second step right now so we&#39;re we&#39;re really assuming that we&#39;ve done our step one and that&#39;s already completed you know we&#39;ve covered we configured our mid server we ran a horizontal Discovery and our cmdb is fully populated with rcis so right now we&#39;re starting on our second step and how I got here was just I like to just hit service mapping then we have our application Services right here so in order to for our next step to establish that entry point we&#39;re just going to hit new here all right so here you can create a new service we&#39;ll give it a name of a movie Plex and we need us uh uh create a a service owner and we can you know do anybody let&#39;s do Abraham Lincoln for laughs and giggles and now at this point we can look at the right here and this is all the common entry points that you can add to your services I can also go to other applications and just show you like every single entry point that we have available but I know that the the service that we&#39;re going to build out today in particular is running on weblogic so we&#39;ll use an HTTP endpoint in order to do that and add that so I have my uh URLs ready to go here so I can add and for this service I know that we have two entry points that I have to Define um of course when you&#39;re defining these service Maps uh the more information you have the better and typically you would get to get this information from your service owner again we&#39;ll go to our HTTP endpoint here and Define our URL there all right and from there we&#39;ll just go ahead and input that into our system by clicking save now once I do click save what&#39;s happening in the background is that service mapping is actually running so it&#39;s already building our service map and hopefully since this is a horizontal Discovery has been ran our cmdb is already populated with the CIS it should be fairly quick but before we look at our our map here I want to just point out some of the fields that we have upon creating our service we can denote its business criticality I will keep that at four I want you to note our operational status here this is going to come into play when we uh review our service map so right now we have it at non-operational let&#39;s go ahead and view our service map now all right all right so here we have our fully built out service map um just based off of those endpoints that we provided to it so here we have our endpoints again you can see some of the the data on here on the right from the CIS that were built out with it as well automatically coming out of our cmdb so now I&#39;m at this point as a service owner we can send this to review but for right now we can go ahead and approve the service map after we&#39;re reviewing all the connections making sure everything&#39;s good to go go ahead and approve that and upon uh going back to our our table and looking into our service map here you can see how our operational status change from non-operational to operational upon approving that service map right there all right so in the last step that we we went over in our presentation was just maintaining our Discovery schedules right to make sure that this data doesn&#39;t go stale these service Maps um uh stay current so we&#39;ll go into our uh Discovery schedules here and we&#39;re making sure that these Discovery schedules are within our service mapping module not our Discovery module because these are all going to be the schedules pertaining to our service mapping and here we have two out of the box uh schedules that we&#39;ll use but namely our all applications one is the one that will run our top-down Discovery for all the applications that are associated with the service map at whatever we designated to run at right now defaulted to daily but we can change this to whatever we like you know on a week by week basis month-to-month basis on demand what have you so that&#39;s how you keep your data up to date with these schedules any questions with that before we move back into our presentation and go into our next approach all right so going back so again we just finished our top down this uh service mapping method now let&#39;s take a look at our tag based service Maps so here again step one same as before we still need to enable horizontal Discovery still have to have those um active and validated mid servers right because that&#39;s important for step two because we need that you know that accurate tag data from our Cloud resources in order to build out our tag-based service maps without running that cloud-based Discovery we&#39;re not going to be able to do that right number three we&#39;ll walk through in our uh environment how we can Define our tag families and that starts off with first defining your tag Keys your tag values as well as your uh tag categories as well then once you define your tag families you&#39;ll be able to select uh service candidates from your tag based recommendations then again we&#39;re going to regularly run Discovery to keep your service map current foreign this one and here I just really want to show you to start off what data should look like on your Cloud resources as you&#39;re pulling them in so I&#39;m going into our Cloud resources dashboard here get an idea of the cloud resources within my environment and I do have several AWS ec2 instances that I can look into all right um we&#39;ll just uh click on this first one here and here we&#39;re just looking at a cmdv view of this particular ec2 instance right but here at the bottom this is where it&#39;s important this is where we&#39;re seeing our uh tag Keys um and then these are some of the common key types that you&#39;ll see um most common ones are like name environment but we also have operating system application and there are associated uh tag values as well here on the right but once we do have that that tag data within our cmdb um we can kind of start our process of you know configuring our our families our categories as well but how do we get this tag data let me uh show you the discovery pattern because that&#39;s exactly how we&#39;re pulling that into our servicenow uh instance another particular one that we&#39;re looking for is just our AWS inventory tax so this particular pattern is what&#39;s important to bring those tag data in so he as you scroll through you know it&#39;s a lot to kind of take in but all in all what this does is really just helping that Discovery process when you&#39;re trying to map out your services automatically um you&#39;re going to need this to pull um that data in from an AWS environment because it&#39;s telling Discovery exactly how to look for particular tag Keys how to look for particular tag values when we scan that AWS environment for from our Cloud Discovery process so it&#39;s all from here usually these are provided to us out of the box you don&#39;t typically you can build these out yourself but a lot of times we can provide these especially for our more common Cloud resources like AWS Azure and Google Cloud but now that we&#39;ve seen how we get this uh these tag attributes let&#39;s go and try to map out our service starting off with our tag Based Services here so this is pretty similar to what we saw with our Movieplex application right um so those were all applications within our instance this is just merely our uh our tag based applications so we only have eight here one more focus on for today is our recommendation prod um and I just want you to take note of the naming convention we&#39;re going to talk about that here in a little bit so recommendation colon colon prod and we&#39;ll just look at the map view of this so two things to note again was that naming convention and as we look at this map view I just want you to see and take a look at how this service map is built out right so it&#39;s pretty similar to what we had earlier you know we have those connections to each CI maybe a little different CIS because it&#39;s a different service between the two but all in all it looks uh pretty much the same foreign so what I want to do is show you exactly how this was created and to do that I&#39;m going to delete it I want to build out how to you know build this out or show how to build this out end to end for you all right so we can just ignore the warning and delete all right and then the first step that I mentioned was um looking into our CI tag categories from our high level overview so to do that we&#39;ll go into our service mapping CI tag categories here and here is our tag categories for our in our environment right so application services and environment tag categories are namely the most common ones we also have kubernetes here but let&#39;s click on application services and let&#39;s talk about some of these uh mapping key moves so once we&#39;ve defined our tag keys that we&#39;re looking for within Discovery we also want to Define some of these tag keys that may be used across different teams and these can actually mean the same thing even though they&#39;re uh you know an app app service application these all kind of mean the same thing within this tag category and this is where we Define those um for your you know Cloud resource tag environments once we do uh you know configure these and Define these we need to next look into our tag based service families so categories our service families are next and again we&#39;ll just look into our application services and we see those two common categories that we saw in our last step right application Services you see environment here and in a tag family we&#39;re really defining the logic that we&#39;re using in the mapping process so I&#39;m telling I&#39;m telling it that we want to see a combination of tag values for um the application service that&#39;s tagged for my resources and also I want to see the value for the environment so what we&#39;re going to have is application Service uh colon colon in our environment and we can kind of see more examples of that down here at the bottom we have our services and our environment you know concatenated behind that once we have our service families set up our system is going to give us some service candidates to view based off of that tag attribute data all right so we have a few here again it&#39;s the same naming convention because it&#39;s going to be based off of this uh service uh categories here but as we scroll down we can see the same recommendation prod service that we had earlier that we deleted you can go ahead and map that okay and this should be pretty quick because again this is all um in our cmdb it&#39;s been populated with our horizontal discovery all right so here we go we have our map services our new map Services here at the bottom we can click into that and under our related links we&#39;re just going to recalculate our service because this is going to reflect the latest CI tags changes and you know those CI connections as well all right so that&#39;s recalculated we&#39;ll go back to our our other view so we can see the the map itself hopefully it looks exactly how we had it before we deleted it to show how we built this out end to end two there we go looks pretty much exactly the same as what we had before all right any questions with our tag based method our tag based approach here all right let&#39;s hop back into our presentation and finish it off with our machine learning service mapping right all right so here again is our last method machine learning and our first step is there&#39;s a little change here namely because we need to ensure that this property uh you know connect connection suggestions is active um and that is set to True within our CIS properties uh table um I know with a few of our last releases that this is set and defaulted to uh disabled so this is pretty important to use this method to just verify that this is true set to active so you can go into step two and enable um some of those connection suggestions so again for step two our connection suggestions that we receive by mapping in this method can be automatically or automatically used or connected or we can review them and add those manually so that&#39;s kind of why this is optional again in our demonstration we&#39;re going to review those and add those in manually but you definitely have the option to create those connections automatically at step three we&#39;re going to review the application fingerprint suggestions and these are going to be entire applications that machine learning thinks that you might have within your environment that you haven&#39;t exactly mapped out yet so not only is it getting giving you connections suggestions it&#39;s also giving you suggestions for entire applications based off of you know some of those CI connections that it finds within discovery and again we&#39;re running Discovery to keep your service mapping current all right last but not least I&#39;m going to take a look at our machine learning service mapping and what we&#39;ll do we&#39;ll go back into our map application services and go back to our movie uh Plex application we&#39;ll view this map here because this one has uh quite a few suggestions that machine learning has picked up on even though we have uh just uh mapped that one out right so again um from that first step once we set that property to True once we set it to active what we&#39;re getting is this UI action here this button or connection suggestions now again I don&#39;t have I don&#39;t currently have those um automatic apply rule set or those automatic connection rules set so we&#39;ll have to manually review these and decide whether or not to add them to our service map so we can add we can even um if there&#39;s some connections that are connected previously we can exclude them if we need to do so as well or we can reset some of those decisions made as we look at this data here we can see the source uh CIS the connections the target hosts um some of the the confidence levels that machine learning has picked up on so this is just giving you a confidence level based on how relevant this connection is to the service map um that you&#39;re currently looking at so just based off of some of these confidence levels I&#39;ll click a few of these um and then add those manually into our service map and then once we go back to our service map here all right you can already see some of those connections being built out from uh the ones that we manually added all right yeah so yeah we have some connections added to our service now but any questions with this before I move on to our application fingerprints all right so that&#39;s that&#39;s the last thing I want to talk about is application fingerprints right so what we&#39;ll do to navigate to that is our Discovery home page and we&#39;re looking for a particular widget here application fingerprints and click into that we can look into our all suggested applications so again just like how machine learning was giving us suggestions for connections within our service map it&#39;s also given us uh suggestions for a whole applications based off of you know relevant CIS that it&#39;s discovering and so I can kind of just go into one of these here and this is kind of important I can tell you why it&#39;s useful um it&#39;s namely useful for things like homegrown applications and that&#39;s just because there are three basic things that Discovery does need to even map out applications right so it needs a class to know where it falls within our cmdb also needs those patterns to get those attributes and that other data that it&#39;s pulling into our cmdb and then finally needs a process classifier to map the right processes to your applications and most of the time like in our application that we built built our Movie Plex application we already have those instructions built out within our patterns but for those smaller homegrown applications you might have to build those out yourself manually and that can take a lot of time but as we drill into one of our suggested applications here we can see some of those things already populated for us so we can see that cmdb CI class already populated for us number three we needed a pattern so it has a suggested pattern to use for this application as well as that process classifier rule that we can use for this application so all with machine learning so machine learning is trying to give you suggestions for connections applications and really make your your day easier to use any questions with that before we kind of end it with our presentation all right all right in conclusion we saw some of the value that we can get out of service mapping right we saw how given that visibility into your systems into your services you can really lead a more proactive as a opposed to reactive approach to your your service operations now we discuss some of the the methods approaches of service mapping namely our top down our tag base and our machine learning approaches and the pros and cons for each of those we saw how we Implement those some of the best practices and skills needed within our instance to use those as well and hopefully with this presentation with this webinar which you get out of this is just um the ability to kind of build out your own service Maps within your own organization and if anything at the least you have a resource uh to go to a recording a slide deck I&#39;ll send this to you afterwards just to look back to in order to help you to do that and when it comes to additional resources again we have links that I provided to you some YouTube links some up-to-date documentation and of course our our product page here at the bottom and with that that really uh is everything that I had to cover today I&#39;m just going to stay on the line for a few minutes just in case any questions come through but after the call I&#39;ll make sure to send out that slide deck send out the recorded video so you have it for your own you know reference again thank you for your time uh thank you for participating today and hopefully you have a great rest of your day take care

Transcript for:Service Mapping with ServiceNow

Transcript for:
Service Mapping with ServiceNow