ServiceNow ITOM (IT Operations Management) Training Outline
1. Introduction to ITOM
- What is IT Operations Management?
- Benefits and value of ITOM
- ITOM vs ITSM vs ITBM
- ITOM visibility, health, and optimization
2. Configuration Management Database (CMDB)
- Overview of CMDB
- CI classes and relationships
- ServiceNow CMDB data model
- CI lifecycle and health
- CMDB CI Class Manager
3. Discovery
- Introduction to Discovery
- MID Server setup and configuration
- Discovery patterns and probes/sensors
- Discovery schedules and credentials
- Troubleshooting Discovery
4. Service Mapping
- What is Service Mapping?
- Top-down mapping approach
- Creating and editing service maps
- Service mapping patterns
- Business service CI modeling
5. Event Management
- Overview of Event Management
- Event sources and connectors
- Alert rules and Event rules
- Integration with third-party tools (SolarWinds, Nagios, etc.)
- Creating alerts and incidents automatically
6. Operational Intelligence (OI)
- Introduction to Operational Intelligence
- Detecting anomalies and thresholds
- OI indicators and health scoring
- Performance metrics and baselining
7. Cloud Management
- Managing cloud resources in ServiceNow
- Integrating AWS, Azure, GCP
- Cloud Discovery and orchestration
- Cost reporting and governance
8. MetricBase and Health Logs
- What is MetricBase?
- Storing and querying time series data
- Using Health Log Analytics
- Integration with Event Management
9. ITOM Health and Dashboards
- Service Health Dashboard
- Health indicators and scoring
- Tracking service impact and dependencies
- Custom dashboards for visibility
10. ITOM Licensing and Architecture
- ITOM licensing tiers: Visibility, Health, Optimization
- Architectural considerations
- ITOM Plug-ins and activation
- Best practices for production setup
Bonus: Certification and Real Projects
- ITOM Implementation Specialist exam overview
- Real-world project scenarios and case studies
- Common use cases across industries
- Practice tips and resources