Servcienow

SERVICE CENTRIC OPERATIONS
GO BEYOND YOUR SERVICE DESK FUNCTIONS! BY INTEGRATING &

CORRELATING ALL ITOM & ITSM ACTIVITIES INTO A TRUSTED #CMDB
Hichem Guemiri Maxime Carrier

SERVICENOW SOLUTION STRATEGIST SERVICENOW SOLUTION ARCHITECT
[email protected] [email protected]
+1 (514) 247-0825 +1 (514) 962-6136
PRESENTED ON SEPTEMBER, 21st 2016 @MONTREAL SNUG
HGCONCEPT 1
IT Service Management | IT Asset Management | IT Service Operations | IT Process Automation
© 2016 ServiceNow All Rights Reserved
AGENDA
• What is ITOM?
• How ITOM is related to ITSM
• Why you should implement ITOM along with ITSM
• Where should you start, when implementing ITOM
• What are the ServiceNow ITOM Product capabilities?
HGCONCEPT 2
CHALLENGES FACING IT SERVICE DELIVERY TEAMS
Outdated Poor Time to Declining

Legacy Tools Resolution Customer
Satisfaction
At one point we were using three Our manual processes are error- Staff is losing confidence in IT and
different stop-gap products. They prone and extremely inefficient. beginning to find work-arounds
were too expensive to maintain It’s taking way too long to resolve such as “shadow IT” to get their
and added very little value! incidents and deliver services! work done.
HGCONCEPT 3
CHALLENGES FACING IT OPERATIONS TEAM
Lack of Unreliable Slow

Service Service Service
Visibility Availability Delivery
I can’t tell which systems are If a service goes down, I can’t find We need to accelerate service
connected to each service. the cause of the outage. delivery, while maintaining quality.
HGCONCEPT 4
AT THE HEART OF SERVICE MANAGEMENT! THE CMDB…
BUSINESS
CONTINUITY
FACILITIES SDLC TRAINING
FINANCIAL SOFTWARE
PROCUREMENT CONFIGURATION
MANAGEMENT LICENSING MANAGEMENT
EMPLOYEE BUSINESS
PORTAL HR
MANAGEMENT
I.T RISKS & ASSET VENDOR REQUEST SERVICE

PLANNING CAPACITY
COMPLIANCE MANAGEMENT MANAGEMENT FULFILLMENT CATALOG MANAGEMENT
BUSINESS
LEGAL
STRATEGY GRC
CLIENT SERVICE CHANGE

ACQUISITION
PORTFOLIO
INCIDENT SERVICE MANAGEMENT
MANAGEMENT MANAGEMENT MANAGEMENT
ROADMAP SERVICE PROBLEM AVAILABILITY ORCHESTRATION

I.T GOVERNANCE
STRATEGY DESIGN MANAGEMENT MANAGEMENT
STORAGE
MANAGEMENT PROCESS ENTERPRISE PROCESS CONFIGURATION
DESIGN ARCHITECTURE
CMDB WORKFLOWS AUTOMATION AUTOMATION
CLOUD SYSTEMS &

DATA CENTER PROCESS SERVICE
MANAGEMENT NETWORK SYSTEMS PROVISIONING
AUTOMATION ASSESSMENT MAPPING &
MANAGEMENT INTEGRATION
DESIGN
SECURITY
ALERTS VIRTUALIZATION DATABASE
MANAGEMENT MANAGEMENT OPERATIONS APPLICATION DATA
MANAGEMENT DEVELOPMENT MIGRATION
BACKUP
MANAGEMENT SERVICE
DEPENDENCY EVENT
DISCOVERY
MANAGEMENT CUSTOM APPLICATION
INTEGRATION MANAGEMENT
SERVICE
MAPPING
HGCONCEPT 5
SERVICE LIFECYCLE MANAGEMENT
SERVICE LIFECYCLE MANAGEMENT
SERVICE SERVICE SERVICE SERVICE

SERVICE DESIGN
STRATEGY TRANSITION OPERATION IMPROVEMENT
Service Portfolio Service Catalog Change Event

Management Management Management Management
Service Asset & Incident

Configuration Management
Management
IT Asset Request
Management Fulfillment
Problem
Knowledge
Management
Management
Access
Management
CMDB
Process
Improvement
HGCONCEPT 6
IT OPERATIONS MANAGEMENT – FOCUS AREAS
HGCONCEPT 7
ITOM – AN OPERATIONAL LANDSCAPE
BACKUP SECURITY MANAGEMENT APPLICATION PERFORMANCE IDENTIFIED GAPS
MANAGEMENT MANAGEMENT
IT OPERATIONS
LANDSCAPE
SYSTEMS & NETWORK

MANAGEMENT LINUX/UNIX
LOG MANAGEMENT
JOB SCHEDULING
EVENT PROCESSING
& CORRELATION
SERVICE
DEPENDENCY MAPPING
CONFIGURATION
AUTOMATION
STORAGE WEB & USER
MANAGEMENT DATA CENTER MONITORING
MANAGEMENT
CLOUD MANAGEMENT
DATABASE INVENTORY MANAGEMENT OTHER MANAGEMENT

MANAGEMENT TOOLS
DNS / DHCP / IP
FIREWALL
LOAD BALANCERS
Systems & Network Management tools constitute the central hub of visibility into the status of IT Operations. These tools are used to detect and investigate hardware, network and
IT OPERATIONS MANAGEMENT PROCESS
software problems.
Log Management constitutes essentially all kinds of software output log files. Logs provide low-level visibility on application behavior; they are extremely useful for debugging, and
can help with tracking recurring errors.
PRODUCT DESCRIPTION
Application performance monitoring (APM) help monitor the behavior of applications by tracking transaction flow, starting with the client, and working down the stack, through the
LEGEND
PRE-REQUISITES
backend and database. They measure performance metrics such as latency, throughput and error rate. They are used to detect and debug user experience issues.
Web & user monitoring tools measure how applications perform from the outside. They simulate traffic to application from various geographies and alert on failures and timeouts MISSING CAPABILITIES INCIDENT
(Synthetic Monitoring). Additionally, they can be embedded into the web frontends or mobile applications in order to track real failures arising in users clients (Real User Monitoring). MANAGEMENT
NEED IMPROVEMENT
IT process automation is the ability to orchestrate and integrate tools, people and processes through workflow
Event processing tools help automate large parts of the incident resolution process. They consume alerts from any monitoring tool, and run them through a series of processing WELL ESTABLISHED AUTOMATION &
DISCOVERY & MONITORING &
steps: Correlation (matching related alerts), Enrichment (adding insight & context to events), Noise Suppression (removing unnecessary events) and Routing (funneling events to SERVICE
SERVICE MAPPING EVENT
specific stakeholders). Event processing tools are used to boost service uptime and team productivity. ORCHESTRATION
TO UPGRADE/ CONSOLIDATE
CMDB POPULATION ROLES & IT OPERATIONS
Service dependency mapping automatically discovers data center inventory, configuration, and relationship data, and maps business applications and the IT infrastructure and 3rd PARTY DISCOVERY RESPONSIBILITIES
business services PROCESS
TOOLS
CMDB ACTIVITIES
[PROVISIONING]
HGCONCEPT 8
THE SERVICE AWARE OPERATIONS
SERVICE MANAGEMENT OPERATIONS MANAGEMENT
SERVICE CENTRIC TECHNOLOGY CENTRIC
SERVICES SERVERS
DATABASES
APPLICATIONS
CMDB
BUSINESS SERVICES STORAGE /

BACKUP NETWORK /
DATA CENTER
AUTOMATE
HGCONCEPT 9
A SHARED ARCHITECTURE
SERVICE
CATALOG MANAGEMENT
SERVICES
SERVICE REQUEST
CONSUMERS FULFILLMENT
PROBLEM APPLICATIONS
CUSTOMERS MANAGEMENT
STAFF SERVICE
RECEIVING END POINT CHANGE
SERVICE
SERVICE MANAGEMENT DATABASE
CATALOG
REQUEST
SERVICE ASSET &

CONFIGURATION
SERVICE MANAGEMENT SERVERS
SUPPORT
SERVICE PORTAL Identify CI s & Dependencies
WEB ACCESS BASED ON ROLE Manage Service Models
WEB PORTAL
SERVICE DESK INCIDENT
VIRTUALIZATION
FUNCTION DATA
PROVIDED BY
MANAGEMENT
RESPOND TO INCIDENTS / RESTORE SERVICE
SERVICE
DELIVERY
DATA CENTER
SERVICE EVENT
PRODUCING MANAGEMENT
SYSTEMS SERVICE
SUPPORT
SUPPORTS
EVENT PROCESSING
INTEGRATES WITH TELECOM
SERVICENOW EVENT RESPONSE
EVENT INTEGRATIONS
CMDB EVENT CORRELATION
EVENT ANALYTICS
SERVICE NETWORK
PROVIDERS
SERVICE SUPPORTS SUPPORTS SUPPORTS
ADMINISTRATION
STORAGE
BACKUP
REPORT SERVICE LEVEL KNOWLEDGE
MANAGEMENT MANAGEMENT MANAGEMENT
SCRIPTS WEB SYSLOGS NETWORK WMI SNMP
SERVICES FLOW TRAPS
IT ANALYSTS
SYSTEMS
ADMINISTRATORS
HGCONCEPT 10
DEFINE YOUR BUSINESS DRIVERS
IMPROVE RESOLUTION
SERVICE VIEW
OPERATIIONAL EXCELLENCE
• Single / trusted business • Proactive actions and • Faster and more
service dashboard & early detection via accurate diagnosis via
console trending events correlation
• Service-centric • Better understanding of • More incidents resolved
monitoring as opposed high-peak periods by level 1 operational
to silo management • Identifying and support groups
eliminating availability • Automated logging,
and capacity filtering and assignment
bottlenecks to support group
HGCONCEPT 11
YOUR PROCESS IMPACTS
SUPPORTING
Group Members GROUP
Ownerships
PEOPLE
ANALYSTS / STAFF / CUSTOMERS / USERS
Assignments
Who s impacted
Telecom
Where s the impact?
ITSM RECORDS
SERVICE CATALOG
INCIDENTS / PROBLEMS
CHANGE / REQUESTS
Mobiles
CONFIGURATION ITEMS Notebooks

LOCATION & ASSETS
BUILDINGS
(ITOM)
Security
Identify CI Servers
ORGANIZATION
Which Organization is affected?

NETWORK
Impact
HGCONCEPT 12
REVIEW YOUR ITOM MATURITY…
OPTIMIZED
BUSINESS
DRIVEN
Dynamic business services dependencies, and relationships 4
IT Operations activities automated
Trending & capacity planning reporting and analytics
DESIRED LONG-
TERM GOAL
RESPONSIVE
SERVICE
3
DRIVEN
Services mapped & dependencies documented manually
Events are automatically correlated
Alerts are centralized
MATURITY LEVEL
EFFICIENT
IT OPERATIONS
PROACTIVE
Reduced complexity and management in silos 2
Standardized monitoring tools and procedures
Event management process in place, and responses are standardized
Incident management process integrated with Events management
Federated CMDB in place
MANUAL
IT OPERATIONS
REACTIVE
Manual IT Operations processes
Technology centric IT Operations 1
Independent event management procedures by support team
CMDB Not federated and not integrated
No automated trouble ticketing
IT OPERATIONS
CHAOTIC
Multiple unconsolidated help desks
No event management in place 0
No official monitoring in place
No Standards in place
IT OPERATIONS CAPABILITIES
HGCONCEPT 13
INCIDENT RESOLUTION WITHOUT CMDB
x
NETWORK
x NO CONNECTIVITY
DATABASE... DATABASE
NETWORK SERVER ROUTER SERVER
2nd LEVEL
SYSTEM [UNIX] SERVER
TEAM
OPS ALERT GENERATED
CONSOLES FOR A SERVER IF NOT REACHABLE
OPEN TICKETS IN HEAT ALERT GENERATED [POLLING]
NOTIFICATION SENT BY EMAIL
for Windows Server Alert FOR A ROUTER ALERT GENERATED
SNMP TRAP ARE SENT TO SYSLOG
FOR A DB SERVER IF NOT REACHABLE
[POLLING]
ACTIVE POLL
1st LEVEL NOTIFICATION SENT BY EMAIL TO OPS
CUSTOMERS OPERATORS NOTIFICATION SENT BY EMAIL
EVENT DETECTED IN CONSOLE

EVENT RULE APPLIED
EVENT FORWARDED
COMMUNICATION TO SYSLOG SERVERS MANAGEMENT
BETWEEN TEAMS CONSOLE
SYSLOG EVENT SYSLOG
NETWORK MANAGEMENT
SERVER
GENERATED ALERTS ARE ACKNOWLEDGED CONSOLE
ANNOUNCEMENT EMAIL
SERVICE DOWN
OPEN TICKET MANUALLY 2nd DB MANAGEMENT
SERVICE DESK LEVEL NOTIFICATION SENT BY EMAIL CONSOLE
NETWORK TEAM TO APP/DB ADMIN
ANALYST EMAIL NOTIFICATION
NOTIFICATION SENT BY EMAIL

TO APP/DB ADMIN
GENERIC OBSERVATIONS:
MISSING FEATURES: - Multiple management consoles are used.

- Service Discovery, Mapping & Dependency - Longer time to consolidate and detect issues
- Multiple configurations to maintain in various places
OPEN TICKET - Orchestration - Events and Service Desk tickets are not opened automatically
- Configuration automation
3rd LEVEL -
-
A ticket is not open all the time. 10% to 25% of triggered events only, generate an incident.
Notifications and escalations are configured in multiple tools.
- Provisioning
TECHNICAL SPECIALIST - Event Correlation
- No Correlations between events
- No automation to repair known issues
APPLICATION/DATABASE - Central Notification and escalation system - No Impact on service affected.
HGCONCEPT 14
EVENT MANAGEMENT WITH AN INTEGRATED CMDB
CUSTOMERS
EVENT DETECTED IN CONSOLE

EVENT RULE APPLIED
2nd LEVEL
SYSTEM [UNIX] SERVER Event ALERT GENERATED
TEAM Notification Event 4. EMAIL NOTIFICATION FOR A ROUTER
NETWORK
Generated Monitoring
System x
NETWORK MANAGEMENT
COMMUNICATION SERVICE DESK CONSOLE
BETWEEN TEAMS ANALYST Event Filtered
ROUTER
ITSM
Event Generated NOTIFICATION SENT BY EMAIL
Event
Correlation
INCIDENT
NO CONNECTIVITY
ITSM
2nd
LEVEL
NETWORK TEAM Event Generated ALERT GENERATED
Trigger FOR A SERVER IF NOT REACHABLE
SERVERS MANAGEMENT [POLLING]
CONSOLE
Alert
ALERT GENERATED DATABASE

FOR A DB SERVER IF NOT REACHABLE
[POLLING] SERVER
Execute
Actions
GENERIC OBSERVATIONS:
1st LEVEL DB MANAGEMENT
OPERATORS EVENT MANAGEMENT - A single management consoles are used.
3rd LEVEL CONSOLE - All events are detected and consolidated
EVENT MANAGEMENT
TECHNICAL SPECIALIST - Cconfigurations and rules are maintained in a single place
APPLICATION/DATABASE - Service Desk tickets are opened automatically
- Notifications and escalations are configured in a single tool.
- Correlations between events
- Automation to repair known issues
- Impact on service affected.
HGCONCEPT 15
DESIGN YOUR BUSINESS SERVICE MAP ON PAPER…
BUSINESS LAYER
User Access Provided to Service Subscription by User User
Enables Business Service Depends On

Service Subscription by Location Location
Business
Access provided by
Process
Used by Service Outages

1 Business Service Service Availability
Offering [Incidents]
Is Enabled by
Scheduled Downtime
Service Level Agreements
[Changes]
Depends On
APPLICATION LAYER
1
Application Application
Service Service
Business Business
Runs
Application Application
2 Runs On
Runs Runs On
TECHNOLOGY LAYER Runs On
Runs
1
Technology Technology
Technology Service
Service Runs On Service VM Machines VM Host
Located in Data Center
Web Service [Database]
...
Middleware
Runs On
Application VM Machine ...
Runs On Server
Room Countains Room Runs On
2 4 8
Located in 3
Database
Powers Server Runs On Runs On Runs On
Application
Runs On Storage
Switch Port
Houses
Database Runs On Switch
Rack Located in Instance 7
Router
Located in Circuit
Feeds
6
5 Data Center
Fed by 5
UPS
Location
HGCONCEPT 16
ELABORATE YOUR SERVICE MAP BY CI CATEGORY
BUSINESS LAYER
BUSINESS LAYER
USER #1 USER #3 USER #4

Uses USER #2 USERS 2 USERS 3 USERS 4
USERS 1
Uses
PROCESS 1 PROCESS 2 PROCESS 3
BUSINESS SERVICE #1 BUSINESS SERVICE #2 BUSINESS SERVICE #3

REALISEZ
REALISEZ
SERVICE 1 SERVICE 2 SERVICE 3 SERVICE 4 SERVICE 4

PROVIDED BY
PROCESS #1 PROCESS #2 PROCESS #3 PROCESS #4 PROCESS #5
APPLICATION LAYER
PROVIDED BY APPLICATION
APPLICATION BUSINESS BUSINESS APP
APPLICATION INTERFACE SERVICE
APPLICATION LAYER SERVICE APPLICATIONS
PROVIDED BY
APPLICATION SERVICE #1 SERVICE APP #1
APP MODULE #1 SERVICE APP #2 APPLICATION 1
PROVIDED BY
APP MODULE #3
SERVICE APP #3
TECHNOLOGY LAYER
Connects To
USES
APP MODULE #2 MAIN
APPLICATION
DATABASE SCAN
LISTNER
APPLICATION MODULE
INTERFACE
Oracle RAC Cluster
ORACLE
DATABASE BOOT
VOLUME
SOFTWARE
UNIX SERVER 1 ORACLE

UNIX SERVER 2
TECHNOLOGY LAYER
RUNS ON
DATABASE INSTANCE
DATABASE INSTANCE
3rd PARTY APPS SERVER / VIRTUALIZATION WEB SERVICES DATABASE SERVICES

ASM
RUNS ON
RUNS ON
RUNS ON
3rd Party Web Application CLUSER 1
IIS
APPLICATION DRIVER ORACLE
ORACLE CLIENT SW ORACLE DATABASE
CLUSTER 2
DATA POOL
SERVER MIDDLEWARE
ASP.NET
RUNS ON RUNS ON OCR
VOTING
DB SCHEMA 1
DATA CENTER SERVICES
RUNS ON NETWORK / TELECOM SERVICES STORAGE / BACKUP SERVICES
RUNS ON
DB SCHEMA 2
DB SCHEMA 3
POWER MANAGEMENT
DNS DHCP WIRED STORAGE / BACKUP
HGCONCEPT 17
HOW TO GET THERE?
DEFINE ITOM DISCOVERY MONITORING

• Reach a common understanding of what ITOM • Review current ITOM best practices • Gather detailed information on monitoring
means for you coverage, parameters and thresholds (ITOM
• Document your current toolsets and capabilities Monitoring Grid.xls, ITOM Tool listing)
• Complete and review discovery capabilities • Identify and map the different monitoring
including ServiceNow processes by product area
• Identify and assign all SMEs and schedule
discovery workshops
EVENT MANAGEMENT DESIRED ARCHITECTURE ROADMAP

• Document the hi-level process design for event • Define a target ITOM architecture and processes • Agree and communicate the ITOM desired
management • Execute an ROI for acquiring new licensing for target
existing toolsets • Agree on the roadmap and required actions to
take
HGCONCEPT 18
ITOM PRODUCT APPROACH
VISIBILITY AGILITY AVAILABILITY
HGCONCEPT 19
1.VISIBILITY…
HGCONCEPT 20
SERVICE 360: TELLING A STORY
An integrated view of
– Service Definition
– Operational Status
– Security Exposure
– Cost
– Governance
– Project impact
HGCONCEPT 2121
SERVICE-AWARE CMDB
Enriched Service Model: Pinpoint the causes of service issues and evaluate impacts of planned changes
• Enables Discovery with Service

Mapping to populate service maps
into the CMDB
• CMDB service maps include service
map editor, mashup of other data
sources onto service map, and a
single place to manage the complete
lifecycle of services
• Create a single system of record for
service topology
• Make ServiceNow ITSM and ITOM
applications service-aware
HGCONCEPT 22
IT EXECUTIVES – NEED TO KNOW SERVICE PERFORMANCE
HGCONCEPT 23
Understand the financial impact and value of business services
HGCONCEPT 24
2.AGILITY…
HGCONCEPT 25
SERVICE-ORIENTED ECO-SYSTEM
CLOUD • Vibrant Ecosystem

– Nearly 50 certified integration partners
– Certified integrations provide essential
“last mile” configuration capabilities
Discovery & Workflow &
Service Mapping Orchestration – ServiceNow Store the source for certified
SERVICES integrations
EVENT CONFIG
! CMDB & – Worldwide Solution Providers and

Analytics Systems Integrators assist in optimizing
customer technology and business
requirements
HGCONCEPT 26
AUTOMATE OPERATIONAL AND REMEDIATION TASKS
• Install Patch
• Remove Virus
• Change Network Configuration
• Remote Analysis
• Take Systems Offline
• Rebuild Systems
• Configure Systems
• Reset Passwords
• Automated Forensics
• Information Gathering
HGCONCEPT 27
BUILD NEW SERVICES IN HOURS – DEPLOY IN MINUTES
Self Service Provisioning through Workflow and Orchestration
HGCONCEPT 28
3.AVAILABILITY…
HGCONCEPT 29
UNDERSTAND WHAT IS CRITICAL?
Network Protection Access & Identity
Solutions
SIEMS, Malware, Threat
Endpoint Solutions
HGCONCEPT 30
FILTER THE NOISE TO MAKE IT USEFUL, ACTIONABLE, AND MANAGEABLE
Noise Generators… Correlation…

… Understand Business Impact
SIEM/Monitoring/Alerting
… Auto Remediation
Firewall/IPS/IDS
… Execute Consistent Processes
Security Endpoint
… Capture Metrics
Identity & Access
… Manage Service Levels
Threat/Intel
… Consolidate Security Information
Network Security
… Enable IT, Security, & BU Collaboration
Vulnerability Detection … Meet Audit and Regulatory Requirements
HGCONCEPT 31
DESIGNING YOUR IT OPERATIONS
IT OPERATIONS MANAGEMENT
BUILDING BLOCKS
PEOPLE PRODUCT
PROCESS GOVERNANCE
HGCONCEPT 32
1. DISCOVERY & SERVICE
MAPPING
• PEOPLE
• PROCESS
• PRODUCT
• GOVERNANCE
HGCONCEPT 33
DISCOVERY & SERVICE MAPPING SCOPE
• Any discoverable IT asset information that contributes to the delivery of

a service
• The collection and forwarding of discoverable IT asset information used 1. DESIGN 2. VALIDATE
for identification, control, recording, tracking, reporting and verification

of configuration items in the CMDB, including the information about CI
3. DEPLOY
attributes and relationships between CIs, as well as relationships
between CIs and the services they support
HGCONCEPT 34
GOVERNANCE & POLICY
1. DESIGN
• Establish standards, policies and scope for discovery of CIs, attributes and relationships; and their updates to the CMDB
• Where possible, CIs, CI attributes, relationships and status changes should be discovered - When discovery is not possible or
unreliable, a manual process should cover the gap
• Establish requirements for implementing an automated service dependency mapping tool.
• Document Service dependency mapping capabilities
2.VALIDATE
• Validate policies for automatic service dependency mapping
• Align services with EA capabilities and architecture
• Review Standards and policies for record reconciliation
• Validate CMDB data synchronization policies with the discovery and dependency mapping technologies
3.DEPLOY
• Create CIs that support a business service and the relationships between the configuration items
• Create and visualize relationships and dependencies between discovered services, network, servers, storage and
interdependent applications:
• Track and compare configurations to approved baselines; detect configuration drift and quickly remediate configuration errors.
HGCONCEPT 35
POPULATING THE CMDB
CUSTOMERS
BUSINESS SERVICE
CI RELATIONSHIPS
APPLICATION
SERVICE SLA
APPLICATIONS
OWNERSHIP
DBMS
GROUP
STORAGE
ANALYST
SERVERS
PEOPLE
POPULATING THE CMDB

TELECOM
TECHNOLOGY ORGANIZATION
SERVICE NETWORK
LOCATION
DATA
CENTER BUILDING
HGCONCEPT 36
DISCOVERY TECHNOLOGY CAN HELP!
• Agentless discovery
• Will find everything in
a given IP range
• Integrated out of the
box with the CMDB
• Sets the stage for
dependency discovery
HGCONCEPT 37
HOW DEPENDENCY MAPPING CAN REALLY HELP…
Service Health Monitoring

• Real-time dashboard
• End-user & business status
• Service infrastructure status
Rapid Problem Isolation
• Changes, events & incidents
• Across technology domains
• Instant correlation to business service
• Prioritization based on business impact
Change Impact Analysis
• See impact of planned changes on business services

• Compare current and historical configurations
HGCONCEPT 38
TOGETHER, YOU CAN BUILD A CMDB WITH ALL DATA REQUIRED
Automated Automated
Horizontal Top-Down
Discovery CMDB Business Svc
Discovery
Service Maps
Infrastructure Email
Discovery
Payroll E-Banking
Configuration Service Map

Items
HGCONCEPT 39
CMDB HEALTH DASHBOARD
Solution: CMDB Health Dashboard Provides Indicators and KPI’s for CI State, Audit Review and Top
Change Generators
Problem: Ensuring an
accurate CMDB for audit
and control
Value: Confidently
visualize and manage
CMDB for compliance,
completeness and
correctness
HGCONCEPT 40
SERVICE HEALTH
Service
Health
• Check a service health dashboard to

see service outages
• Automatically open incidents for
critical issues
• ITSM app Incident Management
• Platform CMDB
• ITOM package Mapping, Event ,
Discovery
HGCONCEPT 41
SERVICE MAP
Service
Maps
• Drill down into service maps to see

root causes of outages
• Check timeline to determine when a
service was running, before a change
occurred
• Platform CMDB
• ITSM app Change Management
• ITOM package with Service Mapping
HGCONCEPT 42
AUTOMATED REMEDIATION
Automated
Remediation
• Create rollback change requests and

other options for fast remediation
• ITSM apps Incident Management and
Change Management
• ITOM package with Service Mapping
and Orchestration
HGCONCEPT 43
REAL-TIME REPORTING
Real-time
Reporting
• View real-time reports, including

average remediation times of resolved
incidents
• Platform feature
HGCONCEPT 44
SERVICEWATCH INSIGHT
Data Center Consolidation Business Services Mapped
Application Rationalization
Outages & Availability

Events Correlated
SLAs Defined
Regulatory Compliance,
GRC, Security
Mergers & Acquisitions or

Divestitures
Shared Services
Business Service Health & Availability Dashboard
HGCONCEPT 45
2. MONITORING & EVENT
MANAGEMENT
• PEOPLE
• PROCESS
• PRODUCT
• GOVERNANCE
HGCONCEPT 46
MONITORING & EVENT MANAGEMENT - SCOPE
• To ensure that service availability and capacity is understood,

that service targets are realistically established and that they
are monitored accordingly
• To constantly improve service availability and capacity by
4. ANALYZE 1. PLAN
proactively detecting, making sense of and efficiently
responding to service-impacting events
• Streamlined monitoring portfolio toolsets applied to services
models in the early stages of the service lifecycle 3.MONITOR 2. VALIDATE
• Communicating information that makes sense to the various
stakeholders and that quickly triggers the proper responses
HGCONCEPT 47
GOVERNANCE & POLICY
PLAN
• Provide standards for tier 1 monitoring and service monitoring
• Establish formal monitoring architecture, policies and strategy
• Establish standards and policies for cloud services and third-party services
• Standardize service availability and capacity modeling conventions
VALIDATE
• Implement procedures and business rules to establish manageable and adaptive thresholds
MONITOR
• Implement a policy requiring a response for every production alert
• All actionable alerts/events are sent to a central event console
• Standardize notification template, and define notification standards and architecture
• Standardize escalation rules and procedures (ex: what to do when no acknowledgement, after X hours, etc.)
• Formal rules are used for alerts suppression (ex: alerts resulting from a planned change)
• Define event response standards and architecture (ex: Decentralized to tier 1? Central response scripts repository? Business rules manager?
ANALYZE
• Formalize reporting architecture and standards
• Consolidate all views and dashboards into a central monitoring screen to view all events, and incidents
HGCONCEPT 48
PROCESS & PEOPLE
PLAN
• Identify CTA (critical to availability) and CTC (critical to capacity) CIs and parameters, and their impact on the overall
service
• Identify thresholds using the service availability and capacity model, and by using historical data or vendor’s specs
to set thresholds
VALIDATE
• Run simulation on service availability and capacity models to validate thresholds
• Provision monitoring based on the service availability and capacity modeling requirements
• Identify which data will be used to populate event records
• Test and tune, then deploy and operationalize
• Provision service availability and capacity model into correlation console
• Use historical data to identify patterns and create additional correlation rules
MONITOR
• Formalize notification chains
• Formalize notification rules (who, what, when, how)
• Process interface with incident management, change management, request fulfillment
• Tune event response based on past event response
ANALYZE
• Identify reports work products (what, when, who, how and audience)
• Design reports (including service availability and capacity reports, using service availability and capacity model)
• Interface reporting activities with the CSI process
HGCONCEPT 49
RECAP
ITSM + ITOM platform = complete solution for service outages, quicker MTTR,
Compliance and Cloud Management
The difference
• Cloud-first
• Service-centric
• Single platform
Organizations with a service centric CMDB and solution:

• Cost containment/reduction (operating expenses)
• Service availability (quality of service)
• Agility and speed (time-to-market)
HGCONCEPT 50
ITOM BEST-PRACTICES
• Integrate with CMDB
• Integrate with Incident Management, automate alerting and escalation
• Collect, filter the noise and normalize events in a single dashboard for all alerts
• Correlate alerts coming from various places:
• Monitoring Tools
• Management tools
• SNMP traps, Syslog's and WMI event
• Scripts, other…
• Automate with systems management and console operations

• Design Service Map 1st then implement Tools to support it.
• Automate management of reporting and SLA’s
HGCONCEPT 51
KEY TAKE AWAY
Establish / Document monitoring standards
Consolidate/ Decommission monitoring Toolsets
Establish and acquire tools for missing capabilities
Implement a common CMDB, and governance to control it
Document / Review IT Operations activities
HGCONCEPT 52
SERVICENOW BOOKS BY HGCONCEPT
Hichem Guemiri Maxime Carrier

SERVICENOW SOLUTION STRATEGIST SERVICENOW SOLUTION ARCHITECT
[email protected] [email protected]
+1 (514) 247-0825 +1 (514) 962-6136
HGCONCEPT 53

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SERVICE CENTRIC OPERATIONS

GO BEYOND YOUR SERVICE DESK FUNCTIONS! BY INTEGRATING &

Hichem Guemiri Maxime Carrier

PRESENTED ON SEPTEMBER, 21st 2016 @MONTREAL SNUG

• How ITOM is related to ITSM

• Why you should implement ITOM along with ITSM

• Where should you start, when implementing ITOM

• What are the ServiceNow ITOM Product capabilities?

Outdated Poor Time to Declining

Lack of Unreliable Slow

FACILITIES SDLC TRAINING

I.T RISKS & ASSET VENDOR REQUEST SERVICE

CLIENT SERVICE CHANGE

ROADMAP SERVICE PROBLEM AVAILABILITY ORCHESTRATION

CLOUD SYSTEMS &

SERVICE LIFECYCLE MANAGEMENT

SERVICE SERVICE SERVICE SERVICE

Service Portfolio Service Catalog Change Event

Service Asset & Incident

SYSTEMS & NETWORK

DATABASE INVENTORY MANAGEMENT OTHER MANAGEMENT

BUSINESS SERVICES STORAGE /

SERVICE ASSET &

CONFIGURATION ITEMS Notebooks

Which Organization is affected?

EVENT DETECTED IN CONSOLE

NOTIFICATION SENT BY EMAIL

MISSING FEATURES: - Multiple management consoles are used.

EVENT DETECTED IN CONSOLE

ALERT GENERATED DATABASE

Enables Business Service Depends On

Used by Service Outages

USER #1 USER #3 USER #4

PROCESS 1 PROCESS 2 PROCESS 3

BUSINESS SERVICE #1 BUSINESS SERVICE #2 BUSINESS SERVICE #3

SERVICE 1 SERVICE 2 SERVICE 3 SERVICE 4 SERVICE 4

APP MODULE #1 SERVICE APP #2 APPLICATION 1

Oracle RAC Cluster

UNIX SERVER 1 ORACLE

3rd PARTY APPS SERVER / VIRTUALIZATION WEB SERVICES DATABASE SERVICES

DEFINE ITOM DISCOVERY MONITORING

EVENT MANAGEMENT DESIRED ARCHITECTURE ROADMAP

VISIBILITY AGILITY AVAILABILITY

• Enables Discovery with Service

CLOUD • Vibrant Ecosystem

! CMDB & – Worldwide Solution Providers and

SIEMS, Malware, Threat

Noise Generators… Correlation…

Vulnerability Detection … Meet Audit and Regulatory Requirements

• Any discoverable IT asset information that contributes to the delivery of

for identification, control, recording, tracking, reporting and verification

POPULATING THE CMDB

Service Health Monitoring

• See impact of planned changes on business services

Configuration Service Map

• Check a service health dashboard to

• Drill down into service maps to see

• Create rollback change requests and

• View real-time reports, including