Book Image

ServiceNow IT Operations Management

Book Image

ServiceNow IT Operations Management

Overview of this book

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 book will be a comprehensive guide that will be based on Geneva release and will help you discover how IT activities can be connected to your business needs, rather than just focusing on internal IT process. It will take a service-centric approach to operations management and consolidate all your resource data into a single system IT record. You will learn about discovery, orchestration, MID server and cloud management, helping you take full advantage of ServiceNow IT Operations Management to improve the quality of service & increasing the service availability. By the end of the book, you will be able to achieve improved service availability, immediate visibility of vital business services and much more, all from the convenience of your single screen.
Table of Contents (16 chapters)
About the Author
About the Reviewers
Customer Feedback

Discovery phases

The following are the different phases that are used to discover configuration items in the environment:

Scanning or port scanning phase

TCP and UDP IP ports are scanned by discovery to determine the open ports and also try to get responses from the ports that are open. WMI, SSH, and SNMP are the protocols that discovery searches responses from. Port scanning results are finally posted into the ECC queue.

Discovery follows through these steps of scanning the ports:

  1. Find IP addresses with open ports with WMI, SSH, and SNMP protocol:
    • Lists the IP address in Shazzam returns
  2. No response from the port:
    • Does not list the IP address in the returns in Shazzam returns
  3. Refused connection from the port:
    • Lists the IP address and ports that refused in Shazzam returns


Classify what type of device has been discovered that is available for IP address discovery type. Discovery classification occurs when a discovery is configured to discovery configuration items. This enables the discovery...