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


ServiceNow Information Technology Operations Management (ITOM) teaches you about different applications and plugins that provide different capabilities to reduce disruption caused to the business. The key differentiator between other tools available in the market and ServiceNow ITOM is that the functions are available within ServiceNow to easily leverage the data natively. Each component of the ITOM suite has different capabilities that can be tied to each of the individual components and business services. We can predict outages well in advance and hence take proactive measures to avoid them.

The book's chapters cover the architecture and description of the each of ITOM's components, prerequisites for setting up the capabilites, installation instructions, and then finally explain the important settings and properties.

The book evolved from the Geneva release and has been updated to the Istanbul release. The author has taken all measures to provide improved service availability, immediate visibility of vital business services, and much more, all from the convenience of your single screen.By the end of this book, you should understand how ServiceNow ITOM functions within the ServiceNow ecosystem.

What this book covers

Chapter 1Introduction to IT Operations Management in ServiceNow, introduces ServiceNow IT Operations Management, the importance of each of ITOM's components, and ITOM's high-level architecture.

Chapter 2MID Server Essentials, walks through all the necessary steps to install MID Server and configure roles.

Chapter 3Configuration Management Using ServiceNow Discovery, covers the different phases available, the ECC queue, and configuring discovery the easy way.

Chapter 4Creating and Managing Dependency Views, focuses on learning the prerequisites, understanding the tables and properties, and learning about how to load and view dependency maps.

Chapter 5, Cloud Management, dives further into using cloud functionalities and capabilities, understanding the various out-of-the-box plugins available, understanding the different roles available, and exploring the cloud operational portal. Here, our focus will be on configuring Amazon Cloud Services, and we will touch on how other cloud providers can be configured.

Chapter 6Automation Using ServiceNow Orchestration, discusses orchestration prerequisites and capabilities. Learn about orchestration workflows and run through a real example of using Active Directory objects.

Chapter 7Exploring Service Mapping, discusses the service mapping architecture, what a business service is, how to set up service mapping, and how to perform service mapping using discovery.

Chapter 8, Monitoring Using Event Management, deals with event management architecture; setting up the MID Server for event management; exploring event sources and properties; how to configure alert rules, threshold rules, and event transform rules; and exploring the dashboard.

What you need for this book

This book assumes the reader has a good understanding of the Linux operating system, basic knowledge of cloud computing and big data, and some experience with OpenStack software. The book will go through a simple multi-node setup of the OpenStack environment, which may require a basic understanding of networking and virtualization concepts. If you have experience of Hadoop and Spark processes, this is a big plus. Although the book uses VirtualBox, feel free to use any other lab environment, such as a VMware workstation or other tools.

OpenStack can be installed and runs either on bare metal or a virtual machine. However, this book requires that you have enough resources for the whole setup. The minimum hardware or virtual requirements are as follows:

  • CPU: 4 cores
  • Memory: 8 GB RAM
  • Disk space: 80 GB

In this book, you will need the following software:

  • Linux Operating System: Centos 7.x
  • VirtualBox
  • OpenStack RDO distribution, preferably the Liberty release. If you intend to use the Juno or Kilo releases, make sure to change the plugin versions when launching clusters to comply with the correct supported OpenStack version.

Internet connectivity is required to install the necessary OpenStack packages, Sahara images and Sahara image packages for specific plugins.

Who this book is for

To make use of the content of this book, a basic prior knowledge of ServiceNow is expected. If you feel you do not have that knowledge, it is always possible to catch up on the basic requirements by quickly reading up on the major components at the ServiceNow wiki page ( This covers the latest updates on ServiceNow Istanbul and future releases. This book provides an overview of the ITOM applications and setting up ITOM's  capabilities, using a quick and detailed guided setup. If you currently work with other toolsets, this book also gives you an idea of how ITOM is handled in ServiceNow.


In this book, you will find a number of text styles that distinguish between different kinds of information. Here are some examples of these styles and an explanation of their meaning.

Code words in text, database table names, folder names, filenames, file extensions, pathnames, dummy URLs, user input, and Twitter handles are shown as follows: "Credentials are encrypted automatically with a fixed instance key when they are submitted or updated in the credentials (discovery_credentials) table."

New terms and important words are shown in bold. Words that you see on the screen, for example, in menus or dialog boxes, appear in the text like this: "Now right-click onWindows and right-click on 32 bit, and then download to the server or the local machine where you are going to install the MID Server."


Warnings or important notes appear in a box like this.


Tips and tricks appear like this.

Reader feedback

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