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Event Management Fundamentals

Learn how to enable service-centric operations management by configuring Event Management in ServiceNow.

Event Management starts with an event generated from a monitoring solution and ends with automated remediation of an infrastructure issue. As a standard piece of the IT Operations Management Suite, this ITOM application is a manager of managers recording events generated in third-party monitoring systems acted upon as alerts and other tasks, in ServiceNow. In this two-day Event Management Fundamentals course, attendees learn how to enable service-centric operations management by configuring Event Management in ServiceNow.

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Who Should Attend?

The ServiceNow Event Management Fundamentals course is for customers, partners, and employees who implement and administer features, functions, and data associated with events and alerts. An attendee is a good fit for this course if they perform or advise on any of the following roles or job responsibilities:

  • ServiceNow Implementer
  • ServiceNow System Administrator

What You'll Learn

A combination of lecture content and lab work helps attendees achieve the following:

  • Describe the capabilities and benefits of Event Management and Operational Intelligence and how they fit into the ITOM application suite
  • Learn how to navigate key Event Management application components (e.g., operator workspace, dashboards, alert intelligence)
  • Capture and record events
  • Generate meaningful alerts from events
  • Create actionable tasks, such as incidents, from alerts

Course Format

  • Event Management Fundamentals is a 2-day course taught both as instructor-led training (ILT) and virtual instructor-led training (VILT) in multiple time zones throughout the world.

Demonstrations

  • Multiple demonstrations are provided throughout the course to aid students in visualizing the lecture concepts.
    Hands-On
  • Extensive hands-on exercises are included with each course module to reinforce the lecture concepts and provide practical experience.

Certification

  • At the end of the course, students will receive a voucher that enables them, if desired, to take the exam to become a ServiceNow® Certified Implementation Specialist in Event Management.

Course Flow

  • During this two-day interactive training course, students access the ServiceNow platform in their own student instance, which is a “safe sandbox” loaded with demonstration data.

Course Outline

Module 1: Overview

Objectives

  • What is the ITOM Product Suite?
  • Define customer challenges
  • Learn about Event Management capabilities
  • Learn about the high-level Event Management Process
  • Demonstrate application and technical services

Labs

  • Lab 1.1: Windows VM and Event Creation
  • Lab 1.2: Create Application Services and View them in Operator Workspace
  • Lab 1.3: Create a Dynamic CI Group Technical Service

Module 2: Architecture and Discovery

Objectives

  • Understand the Discovery and MID Server architecture
  • Understand Event Management architecture
  • Understand the monitoring process
  • Understand the MID Server Installation process

Labs

  • Lab 2.1: Validate the MID Server
  • Lab 2.2: Execute a Discovery

Module 3: Event Management

Objectives

  • Understand the difference between an event and an alert
  • Understand how events are processed
  • Learn how to use event rules
  • Learn how CIs bind to alerts
  • Learn how to use event field mappings
  • Learn how to use event thresholds

Labs

  • Lab 3.1: Event Processing
  • Lab 3.2: Event Binding with Event Rules
  • Lab 3.3: Event Binding with Event Rules and CI Identifiers
  • Lab 3.4: Event Field Mapping Rules
  • Lab 3.5: Event Threshold Rules

Module 4: Alerts and Tasks

Objectives

  • Describe the purpose of an alert
  • Describe the key data in an alert
  • Learn to navigate the key alert interfaces
  • Learn what actions can apply to an alert for resolution
  • Learn how alerts are aggregated and correlated (grouped)
  • Learn about alert flapping
  • Understand how the alert impact profile is calculated

Labs

  • Lab 4.1: Alert Flapping
  • Lab 4.2: Alert Management Rules for Generating Incidents
  • Lab 4.3: Configuring the Service Map
  • Lab 4.4: Application Service SLAs

Module 5: Event Sources

Objectives

  • Identify various event sources
  • Understand the use of Push versus Pull methods
  • Learn how to convert emails into events/alerts
  • Describe the configuration steps for a monitoring connector

Labs

  • Lab 5.1: Create SolarWinds Connector and Events
  • Lab 5.2: Processing Events from an Email Source
  • Lab 5.3: Capture and Process SNMP Traps
  • Lab 5.4: Optional Challenge Lab – Additional SNMP Traps
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Prerequisites

It is recommended that students taking the course have working knowledge and experience of ServiceNow. It is also recommended that students understand probes and monitoring systems used in IT infrastructure management. Suggested ServiceNow course prior to taking ServiceNow Event Management Fundamentals is:

  • ServiceNow Fundamentals

Related Certifications

At the end of the course, students will receive a voucher that enables them, if desired, to take the exam to become a ServiceNow®

Certified Implementation Specialist in Event Management.