K19 Pre-Con Service Mapping Fundamentals

[rkafoury]

Welcome to the ServiceNow Knowledge19 Pre-Conference - Service Mapping Fundamentals Class!

This is a dedicated Community Article for class communication, collaboration, and fun!!

Dates: May 5 & 6
Rooms: Sands 401 (Level 1)
Primary Instructor:

• Glenn Pinto - Primary Instructor
• Steven Bell - Secondary Instructor
• Ron Kafoury - TA
• Nir Gadasi- TA
• Bill Iffland - TA
• Dave Hertel - TA

[glennpinto]

test

[rkafoury]

test comment

[sabell2012]

Good Morning Class!  Welcome to Service Mapping Fundamentals!!

[sabell2012]

I will be monitoring this feed.  Let me or any of the TAs know if you need help.  I will also be posting links, etc. that will be mentioned during class (those that aren't in the material that is).  

Steven Bell

[sabell2012]

Knowledge workaround:

Some of the student instances do not have the files available for download.

If your instance does not have the knowledge links shown in the book you can find the files for download here:

EXAMPLE SITE (read-only):
https://smdemo.service-now.com
Userid: sm_reviewer
PW: smfundamentals

OR

You can download them from here:

https://servicenow.box.com/v/m010-kb

Let one of the TAs know if you need help with this!

[dwilcher]

Can you link the CMDB video you're talking about here please?

[sabell2012]

Ask the Expert: CMDB Basics with Steven Bell, MVP - (Video) 2/5/2019

[dwilcher]

It sounds like the entry point into CSDM for Service Mapping is the Application Service - is that correct? Are there other considerations/thoughts from the training team around Service Mapping and the CSDM you could talk about for us today? 

Perhaps also talk about the new Application Service vs. the old Business Service?

[dwilcher]

Thank you!

[sabell2012]

Correct.  I will talk to Glenn and have him describe it.  You are defining an entrypoint for a Business Application, and then discovering the downstream discoverable infrastructure supporting that app.

[dwilcher]

Awesome, thank you! That would be awesome! If you guys could find any time to cover how to use Business Services, Business Applications, and Technical Services to help consolidate business service maps that would be really great. It can be really hard to try and whittle down complicated business service maps and I would love to hear a couple quick comments/thoughts from your practical experience!

[sabell2012]

Steve's mapping pattern articles:

Pragmatic Patterns — Basic Business Service Management Patterns   - 9/20/2016

Pragmatic Patterns — Hybrid Business Service Management Patterns - 9/22/2016

[sabell2012]

Sooo, I guess we described some of this for you.  If you want to discuss it further we will be available during breaks, and after class to discuss further.  Thanks.

[Kevin Ford]

If it's not part of the core curriculum, please touch on recommendations for handling multiple similar services. We're an MSP so would be discovering services across many customer environments, all going to the same CMDB.

[sabell2012]

My comprehensive article list:

Community Code Snippets: Articles List to Date

[dwilcher]

For p.60, Application Dependency Mapping: For something complex like an ERP platform (SAP Financials, Oracle Cloud Financials, etc.) it sounds like Service Mapping may discover the overall Application, but will not discover model the many internal sub-applications/modules of the Application. Correct?

If that is the case, are there any concerns to user Service Mapping to discover the overall Application (ex: SAP Financials) and then using manually created CIs to model the sub-module Applications that make up SAP Financials (for example Supply Chain, Accounting, etc.)? Is there a better or more recommended way to do this?

[sabell2012]

Actually ServiceMapping will probably see the sub-module applications.  If it does not out-of-the-box then you can create a pattern to look for it as part of the overall application picture.  You will be learning some of the basics of this in the class.

[sabell2012]

Don't let your network engineers complain that your Discovery, or ServiceMapping processes are causing network usage issues.  They don't.  The packets and traffic are so small as to not even show up on a sniffer.  I have been over this ground multiple times.  If they insist then have them watch the MID Server with a sniffer.  Just something to keep in mind if you have to defend ServiceNow with your network peeps.

[Pat Espin]

Steve,

Order of operations for Event follow-up question.  If you have additional monitoring services already in place, such as AppD - does that change the order, or do you still wait Event for after Service Mapping?

[sabell2012]

This is a maturity model answer:

1. You can have Event Management first, but if your CMDB is unreliable due to manual data then it is possible people aren't using the CMDB, but rather using spreadsheets, email, etc.

2. The CIs may still be useful to ITIL (problem, change, incident), because they may reflect what is happening real-time.

It is best to implement some form of automatic discovery (ServiceNow, and/or other methods), and then ServiceMapping.  This can still be done if you have Event Management.  You won't be forced to start over.

Reliability of the data is the key.  Event management transcends the order, but you want mature processes in place before implementing it for the first time.

Steven.

[Pat Espin]

Service Maps show up as class "Application Service" (at least what we've been working on).  How do they relate to the class "Business Application"?

[dwilcher]

Can someone confirm: This statement on p.188 "Service Mapping regular expressions are NOT case sensitive."

Does that apply to RegEx in SN used in horizontal Discovery as well?

[sabell2012]

Yes. In horizontal Discovery patterns.  Both use the same engine.

[Dan Berglin]

When patterns are ineffecient / slow, or in general, is the system load on the SN App Server or on the Mid Server? 

[sabell2012]

None that I have seen.  It is just slow to complete.  So when debugging it can be "go get a cup of coffee, read the news, etc." when working with a pattern like that.  Also, it will take time to complete when running in production.  Meaning it could take a while for a scheduled Service Map to complete, and may need to be taken into account as far as data from that job being available to the users.

[kellynunez]

How can you use patterns to represent multiple instances of the same application with completely separate infrastructure and support teams? i.e. California uses application A on server 1, 2, 3 and Nevada uses application A on server 4, 5, 6.

[nirgadasi]

I'd say these are completely separate application services with different entry points. 

So for example, Payroll California, Payroll EMEA, etc.

You can group these services under the same service group.