ITOM Visibility

Julian Wagner
Sr. Solution Consultant
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Agenda

- ITOM Offer

- ITOM Visibility

- What is Discovery

- Architecture

- How it works

- Credentials / Protocols

- Example AWS Data Model

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ITOM

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Drive visibility, health and optimization of your business
services with ITOM
Visibility Health Optimize
complete visibility of your business service spend on cloud
operations and applications health with AIOps usage and software

Discovery & Event Management Cloud Management

Service Mapping & Operational Intel & Cloud Insight

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ITOM Visibility

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Gain visibility across your entire operational estate

{.}
Correctness
Compliance
Containers Serverless Microservices Health

Cloud Virtual Servers

1. Improve full-stack 2. Gain business context to 3. Unify enterprise-wide

visibility make faster decisions configuration data and
beyond
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 ITOM Visibility
Discovery & Service 3rd Party
Mapping Connectors

Service Service Event Software Asset

Management Operations Management Policy Compliance Management

Agentless
Discovery
z
File Based
Discovery

Agent Based …
Discovery* Common Service Data Model (CSDM)
Digital Products and Services
Data services, configuration state, application relationships
Cloud
Discovery MID Server Identification &
Reconciliation Engine

Service
Mapping Infrastructure & Relationships
Golden CMDB &
Multi Source Data

Multi-source Additional TLS certificate Firewall Auditing

CMDB 7
Capabilities management and Reporting
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Open APIs File Upload ETL
* Avaialble in Quebec
 ITOM Visibility entitlement scope

Product Features that are included

Multi-source Firewall
Service TLS Certificate Service Graph
ITOM Visibility Discovery
Mapping Management Connectors
CMDB Auditing and …
management Reporting

Agentless collection of infrastructure and PaaS resource details

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ITOM Visibility entitlement scope

Product Features that are included

Multi-source Firewall
Service TLS Certificate Service Graph
ITOM Visibility Discovery
Mapping Management Connectors
CMDB Auditing and …
management Reporting

Tie IT resources to the consumed digital services

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ITOM Visibility entitlement scope

Product Features that are included

Multi-source Firewall
Service TLS Certificate Service Graph
ITOM Visibility Discovery
Mapping Management Connectors
CMDB Auditing and …
management Reporting

New options for populating and maintaining CMDB faster and

easier

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What is Discovery?

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Difference between Horizontal tools & Top Down Mapping
Infrastructure Discovery by Domain Application Dependency Mapping Service Dependency Mapping

Load Balancers

Web Servers

App Servers

Database

Virtual Servers

Servers

Entry Point
SCAN CLASSIFY IDENTIFY EXPLORE Host Detection
Find active devices Determine device Collect information Gather additional Process Identification
within IP ranges type and reconcile CI information
Connection Discovery

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Discovery agentless vs agent based

Agent Based Agentless

Google/AWS
Network
Devices

API
P
Agent N M
S
ell
erS h M
w R
Po I/WIN
Windows WM Windows
Server Server
CMDB
HTTPS HTTPS
Agent MID server MID server SSH

AP
I
Linux/Unix Linux/Unix
Server Server

CIM
ACC-V supported devices as of Quebec
Linux Microsoft Windows
• RHEL 7, 8 • Windows Server 2012, 2012r2, Hypervisor
• Centos 7 2016, 2019
• SLES 12, 15 • Windows 10 Professional
• Ubuntu 18, 20 Storage
Service Account and IP-based Cloud discovery
Service account discovery IP-based discovery to enrich meta
brings meta data via APIs. data from service account discovery.
Cloud inventory Deep dive Discovery

Service account Agentless credentials

Visibility to IaaS/PaaS Services Deploy MIDs in TransitVPC/Management

Visibility to Tags VPCs and get end-to-end visibility to
VMs running on public cloud

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Event-Driven Discovery

AWS Config Events Google Stackdriver Alert Rule

Event-driven detection Triggers creation/update

of changes made in of CMDB CIs &
external environments relationships

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Difference between cloud and traditional discovery
• Cloud discovery uses public APIs to pull down the items and relationships in a
cloud account.
• It does not get the OS level information for a server.
• Discovers everything at once vs. each CI individually.

Cloud Discovery Traditional Discovery

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Architecture

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Discovery architecture and protocols
Agentless discovery Google/AWS
Network
Leveraging industry standard protocols Devices

API
DNS/WINS Resolution per IP address P
N M
S
SNMP for Network, printers and powering devices ell
erS h M
w R
SSH for Unix based computers Po I/WIN
WMI for Windows Systems including PowerShell discovery WM Windows
Server
CIM for Storage Servers
CMDB
API for hypervisors and public clouds HTTPS
MID server SSH
MID server

AP
Java application

I
Linux/Unix
Server

CIM
MID Server initiates all communications with ServiceNow

The instance never initiates communications with the MID

Server.
Official recommended sizing (refer to URL) – 4 core 2-GHz CPU/ 4GB RAM Hypervisor

Community Excel calculators (URL)

Storage

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MID Server Deployment

Firewall Firewall

HTTP Proxy HTTP Proxy

(OPTIONAL) (OPTIONAL)

MID Server MID Server MID Server MID Server

MID Server MID Server MID Server MID Server

Datacenter A Datacenter B
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How it works

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AP
Discovery overview and process
Agentless and phased discovery
Scan Classify Identify Explore
Finds active Collects Gathers
Determines
devices within IP information and additional
device type
ranges reconcile CI information

Discover devices, applications and their dependencies

Devices
Application to host
relationships
Logical application to
application relationships

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Typical Discovery deployment
CMDB Model
Alignment
Schedule
Connection
Technical + Discovery
tests Discovery Data
Briefing & Gather & +
+ Validation
Scoping Deploy Promote to
Data Sampling
Credentials production

Discuss on how Align Customer Credentials tests Validation of Determine

discovery works Data Model on and adjustments. accuracy scheduling
and ServiceNow Data between data strategy.
architecture. Model if changes Data sampling of gathered and
were made. approx. 10 configuration at
Agree on the representatives
device level.
scope of Credentials and devices for each
discovery. MIDs to be type.
deployed in
Discuss about customer
prerequisites. environment
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Credentials /
Protocols

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AP
Discovery Technology

• ServiceNow Discovery technology utilizes industry established ports and protocols to

identify and assess what equipment is within your environment.

– We capture extensive Discovery information using the most common of communication protocols:
• DNS/WINS Resolution Per IP address
• SNMP for Network, Printers and Powering Devices
• SSH for Unix based Computers
• WMI for Windows Systems including Power Shell discovery
• CIM for Storage Servers

• No secret protocols, no agents to deploy - Just as your Admins manage your systems
today, is how we will discover them.

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Supported technlogies

Most of ServiceNow customers are very satisfied with OOB. For many it’s the first time that
they have that level of detail across all their computers, routers, printers and powering
devices.
https://docs.servicenow.com/bundle/quebec-it-operations-
management/page/product/discovery/reference/data-collected-by-itom-visibility.html

Overview
Computers both Physical and Virtual with 20+ attribute and related record types
Standard Network Devices including Routers, Switches (L3), F5 load balancers
24 out of the box Application Profiles. MSSQL, Oracle, Tomcat……
Software installed with MSI (Windows), Pkgadd (Solaris) or RPM (Linux)
Logical Network to Server IP Relationships

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Example AWS Disco
vs IP Based Disco

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AP
 Discovered by connecting to the AWS API

AWS Data Model Discovered connecting the VM OS (WMI, SSH)

Discovery sources

Cloud Service
Account
Availability Zone

Contains Hosts

Hosted On
Cloud Network
AWS Datacenter Image
Contains Hosted On

Contains Contains Hosted On

Hosted On

Cloud Subnet Storage Volume

Security Groups
Hosts
Hosted On Use End
Point To

Contains

Cloud Mgmt Provisioned

VM Instance OS Template
Network Interface
Use End
Point To

Virtualizes
Contains

Server (OS) Storage Mapping

Disk Applications Network Adpaters

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Pricing and
measurement

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Subscription Units
Generic unit of measure

• SU Definition: abstract units used to Subscription Units (SU)

measure customer utilization of products
on various types of IT resources Generic unit of measure

1 Server / virtual server = 1 SU

• Future resource types will be added 3 PaaS resources = 1 SU

with introduction and use of new 3 Containers = 1 SU
functionality 1 Unresolved monitored object* = 1 SU
[X Future resource types] = 1 SU
• Resources other than these types (e.g. IoT)
are not chargeable in standard SKUs * IT resources for which ITOM Health receives data, but
cannot resolve to a CMDB CI
– Other options to consider when main value comes
from resources outside standard categories

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Thank you