ServiceNOW

Day 1:
IT Operations Management
• Subscriptions for IT Operations Management
• View subscription statistics for IT Operations Management
• Check CI count used for IT Operations Management subscriptions
• Check which CI types require an IT Operations Management subscription

Discovery
• Discovery basics
• Request Discovery
• Discovery setup
• Running discoveries in your network
• Discovery configuration
• Patterns and horizontal discovery
• Discovery probes and sensors
• Advanced Discovery configuration
• Data collected by Discovery
• Discovery resource utilization
• Discovery monitoring and issue resolution
• Out-of-the-box Discovery Performance Analytics Solutions

Day 2:
Service Mapping
• Understanding Service Mapping
• Service Mapping setup
• Application service mapping
• Fix application service errors in bulk
• Fix errors in individual application service maps
• Review and approval of application service maps
• Application service completion
• Application service analysis and maintenance using maps
• Keyboard shortcuts for operating Service Mapping in accessibility mode
• Advanced Service Mapping configuration
• Plan application services

Discovery patterns used by ITOM Visibility

• Available discovery patterns
• Create CI types for Service Mapping and Discovery
• Create entry point types for Service Mapping
• Create or modify patterns
• Discover related items together with the main CI
• Enhance patterns without changing their identification sections
• Fine-tune patterns using traffic-based discovery
• Finalize a pattern
• Copy patterns from one instance to another
• Choose the pattern version

Day 3 & 4:
Event Management
• Understanding Event Management
• Implement Event Management in your instance
• Administer events
• Manage and monitor alerts
• Alert aggregation and RCA
• Event Management Operator Tutorial
• Mobile experience for Event Management

Operational Intelligence
• Understanding Operational Intelligence
• Get started with Operational Intelligence
• Create or configure data source registration
• Choose and configure metrics to monitor
• Metric binding
• Disable a metric for a CI
• Disable event collection
• Configure anomaly score thresholds
• Configure metric connector instances
• Create configuration settings rule
• Configure the action level of anomaly detection
• Specify custom upper and lower metric bounds
• CIs in maintenance mode
• View metric to CI and resource binding
• Anomaly model testing
• View metric values in the Insights Explorer
• Anomaly alerts
• Use Advanced Insights Explorer to query CI metric data
• Agent Workspace for Operational Intelligence
• Self-health monitoring for Operational Intelligence
• Push metrics to the MID Server
• Domain separation and Operational Intelligence

Day 5 & 6:
Cloud Management
Request the Cloud Management application
• Day 1 setup for Amazon Web Services on Cloud Management
• Day 1 setup for Azure on Cloud Management
• Day 1 setup for Cloud Optimization: Google Cloud Connector
• Day 1 setup for Cloud Optimization: IBM Cloud Connector
• Day 1 setup for VMware on Cloud Management

Additional Cloud Management setup on day 2

• Set up an additional cloud account
• Add a datacenter to a cloud account
• Schedule discovery of all resources in a service account
• Schedule Discovery of all resources in a datacenter
• Discover all datacenters in a service account on-demand
• Discover all resources in a datacenter on-demand
• Set capacity limits on user requests for resources

Cloud Management administration

Cloud API (CAPI)
Cloud User Portal
Cloud Management troubleshooting

Day 7:
Cloud Optimization: Cloud Insights application
• Cloud Insights setup
• Cloud Insights admin