K18 Service Mapping Fundamentals

Good Morning Everyone!!

Welcome to Service Mapping Fundamentals!

Morning.

Kevin, 3rd Knowledge. Looking forward to learning a lot.

I am Stephen Hobbs, STSM for ServiceNow at IBM.  My main focus for this week is to learn as much about how ServiceNow manages ITOM so that IBM can better implement this with our customers.

IBM is a Gold Partner with ServiceNow.

Good Morning All...Carlton Nichols here...IT Operations and ServiceNow "Architect" Looking to get my client up and running with Service Mapping.

Good morning! 1st Knowledge here and looking forward to the class and networking. I'm responsible for a 24x7 monitoring and major incident team - there's more service mapping to be had to avoid preventable outages!

Kurt Kaufmann Sr ServiceNow Developer, Wellmed Medical Management.  Getting ready to set up Discovery and Service Mapping 3Q 2018

Hi Everybody,

i am Jeroen Schuurkamp from Holland and i am exited to be here.

Good morning! I'm Jonathan from St. Louis, looking to implement Service Mapping this summer

Good morning, all.

I'm Nathan McCurley from Infinity Insurance from Birmingham, AL.  Looking to take full advantage of service mapping for our environment.

Good Morning.  Kurt Kaufmann Sr ServiceNow Developer, Wellmed Medical Management.  Getting ready to set up Discovery and Service Mapping 3Q 2018

Hey, I'm Andreas Klein, solution architect with the Swedish partner ProCori SMC. Intrigued to be here.

Love the Hitchhiker's Guide avatar

Hello, I'm Abhinay, Servicenow Architect with AIG and ServiceNow community MVP. Looking forward for this course!

Good morning all.  I am a Service Administrator at Blackboard. I've been working with Servicenow since 2012.

Hi -  I'm Kelly Russell, Sr Support Analyst at Caliber Home Loans in Dallas Ft Worth area.

Good morning, I'm Troy (TJ) Riblett ServiceNow Developer/CMDB admin at JELD-WEN windows and doors. I am based out of Klamath Falls in southern Oregon

Good morning, I'm Mun Wong from World Bank. Looking forward to this course!

Good Morning - I'm Johnmar De Castro, IT Analyst at Vulcan in Seattle. Looking forward to this course.

Good morning everyone! 

My name is Zdenek Slavik, Product Owner of ServiceNow in ING Bank. Our ServiceNow supports 29 countries for ITSM, GRC and scope apps (for IAM, Business ticketing etc.). Next to that we are now implementing SecOps (to be used by 42 countries) + giving a try thru proof of concepts with Software Asset Management, ITOM, Event Management, Autodiscovery, Service Watch and integration with AI (IBM Watson). 

My aim is to get full understanding of Service Watch in order to make our PoV for Service Watch in ING Bank success. 

My name is Don Stringham, Sr. Engineer.  1st Knowledge.

Don't Panic! - The unofficial slogan of ServiceNow

Hello All! My name is Tom Collins, VP SACM for Northern Trust in Chicago.

The only man in the class NAMED AFTER A DRINK!

Excited to be here 🙂

Good morning, my name is Ronald van Rikxoort from The Netherlands. I'm working for ING being the Product Owner of the ITSM part of ING's global ServiceNow instance for Devops (ITSM + Backlog Management). 

First time at Knowledge, looking forward to it!

Hi everyone,

For those of you joining late, please find the information to get you started: 

Clickable links: http://clabs.link/pctt2002a and https://tinyurl.com/smf1-2

In theory....Could you use business service mapping to help identify possible missed dependencies to help address dependency mapping flaws?   Today due to a variety of reason our dependency mapping is manually done.  

Yes that is a good use case. It is quite common when you run service mapping that some dependencies found are different to what is manually stored. This can be either new dependencies you weren't aware of, configuration that has changed or dependencies that no longer exist. 

Morning All,

I'm Barj Duhra from UK. I'm the Product Owner and Service Delivery Head at Virgin Trains in UK. 4 years experience of working with ServiceNow previously at KPMG.

1st time at Knowledge and will be speaking at CSM Keynote as well 🙂

This question goes along with the AWS question.  Can Discovery and Service Mapping handle Amazon Lambda (serverless) applications?  I know this is pretty fringe but we have a client that is implementing an in-house with technology.

There isn't an AWS Lambda pattern specifically, so you would need to create one. OOB there are a bunch of AWS patterns, so you'd be best to start there as a reference, and use the same behaviours to call the relevant Lambda APIs.

You would also need to setup an AWS Credentials record so you can leverage it in the patterns. And finally, please note the call to AWS is made from the MID Server, so you need to allow outbound connections to the API (typically https - port 443).

Instructor Internal IP: 198.51.73.81

Thanks Luke, that is helpful.

Here is a good little thread on WMI and DCOM ports for those wanting some more details. The keys are:

• 'Remote Procedure Call (RPC)' Windows service running
• WMI port 135
• Any dynamic ports ranging from 1024-65535 (TCP) for Windows 2003 and older, and 49152 - 65535 (TCP) for Windows 2008

https://social.technet.microsoft.com/Forums/ie/en-US/52ae9199-2ea4-4158-b007-8dc87cdcf75e/wmi-dynamic-ports-when-are-they-used-?forum=winserverManagement 

My private IP Address: 198.51.169.45

Hi All. If you are having trouble connecting to another students MID Server, please double check the "Log On" tab of the MID Server windows service. Below is a screenshot of how it should look. Note the .\administrator. You will need to restart the Windows service after making changes to this tab.

If this does not work, you can define a credential in ServiceNow of type Windows using the username: .\administrator and password of K!ingst@n

I get the following as the link. Attachments are attached

Good Morning!  Everyone ready for day 2?

Good Morning, ready to rock ! It all patterns 🙂 

If you are seeing this error, here are the steps to resolve. 

Important: This is from lab 3.5. You will need to delete all 8 business services to resolve this issue. Even if the error is showing 6.

Step 1. Delete the CIs

Click on 'Additional Info' then select 'List CIs'. 

Then select all of the CIs and delete them.

Step 2. Delete the Endpoint

Click on the minus sign next to the endpoint to remove it, then confirm by selecting 'Remove'. Then press 'Update' on the business service to update the service to reflect the removed end point.

Step 3. Delete the Business Service

Click on 'Delete Service' to remove the business service.

Step 4. Re-run Discovery (Candidate)

Repeat steps 2 and 3 for all of the services that need to be fixed. Once the Service Maps show all of the multi error services moved from Fix (now greyed out) to Map, then click on Map and Continue (to map all business services again).

You may need to delete the remaining 2 manually from the 'Business Services' menu option. So the screenshot below is likely to show 8 in most cases.

Important: Wait for ALL business services to complete mapping before continuing to further labs. 

If anyone wants to look at 003 and see why City Location isnt appearing I need some input.

Hi. To fix this you need to select the CI from the business service map and select 'Detailed properties'. Make sure you select the link corresponding to the correct CI class (not the related parent below).

From the form displayed, right-click and select 'Configure > Form Layout'.

Create a new view and name it 'sa_map_properties' (see page 172 of the manual).

With the new view selected, add the fields you would like to see.

And there you have it, the field(s) appear on the properties of the CI in the business service map.

Should administrator/1G00dDemo work here?