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Service Mapping Fundamentals

Discover the basics of Service Mapping in ServiceNow.

Learn how to discover and model application services to manage service health, determine the business impact of infrastructure problems, simplify the root cause analysis of service issues, and minimize the service impact of infrastructure changes.

During this three day interactive training course, attendees will gain in depth knowledge and practice in configuring and using ServiceNow Service Mapping.

GK# 821286 Vendor# SM Funds
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Who Should Attend?

For customers, technical consultants, and partners that will be responsible for administrating and/or implementing Service Mapping.

What You'll Learn

  • A combination of course content and lab work will help attendees learn to:
  • Gain a clear understanding of the ServiceNow Service Mapping solution and its capabilities and how it differs from the ServiceNow Discovery solution
  • Learn the concepts and value of ServiceNow Service Mapping top down discovery that allows ServiceNow administrators to model an entire service by providing a single entry point to the service such as a web URL or host address and port
  • Install and configure MID Servers
  • Navigate the Service Mapping user interface
  • Configure Service Mapping credentials
  • Configure Service Mapping to discover and model a service from a top down approach including all the applications, network devices, and servers that support it
  • Gain in depth knowledge on how to configure Service Mapping patterns that allows administrators to model proprietary applications and connections unknown to ServiceNow Service Mapping
  • Work with the Identification and Reconciliation application to understand how inserts and updates are performed to configuration items in the CMDB
  • Gain understanding of how Service Mapping works with ServiceNow Event Management to provide visibility into service

Course Outline

Module 1: Service Mapping Overview

  • Lab 1.1: Navigate Service Mapping

Module 2: Horizontal Discovery

  • Lab 2.1: MID Server Installation and Configuration
  • Lab 2.2: Run Horizontal Discovery

Lab 2.3: Work with Process Classifiers

Module 3: Service Mapping

  • Lab 3.1: Customer Preparation
  • Lab 3.2: Map an Individual Service
  • Lab 3.3: Map Services Suggested by Service Mapping
  • Lab 3.4: Single Import Mapping
  • Lab 3.5: Bulk Error Handling
  • Lab 3.6: Dynamic CI Groups
  • Lab 3.7: Create a Tag-based Service

Module 4: Service Lifecycle

  • Lab 4.1: Review and Approve Map

Module 5: Extending Patterns

  • Lab 5.1: Delimited Text Parsing Strategy
  • Lab 5.2: Regular Expression Parsing Strategy
  • Lab 5.3: Work with UNIX Commands (Optional)
  • Lab 5.4: Track Configuration Files (Optional)

Module 6: Building Identification Sections

  • Lab 6.1: Build Discovery Pattern from Generic Application
  • Lab 6.2: More Identification Section Configuring

Module 7: Building Connection Sections

  • Lab 7.1: Build Connection Section
  • Lab 7.2: Build More Connection Sections

Module 8: Use Cases

  • Use Case 1: ServiceWatch
  • Use Case 2: Presta

Module 9: CMDB Reconciliation (Optional)

  • Lab 9.1: Hardware Identification & Reclassification
  • Lab 9.2: Application Identification Rules

Module 10: Event Management (Optional)

  • Lab 10.1: Event, Incidents, and Changes
  • Lab 10.2: Map Errors and Flow Des


  • Solid skills on the NOW platform
  • Attended the ServiceNow Fundamental and/or ServiceNow Discovery course or has similar experience
  •  Intermediate Windows and Unix administration skills
  • Acquaintance with various IT infrastructure technologies (web servers, application servers, load balancers, databases, and virtualization technologies)
  • Scripting capabilities (SSH, Regex, and Windows Commands)
  • Familiarity with network concepts (routers, switches, firewalls, NAT, load balancing)
  • Understanding of protocols such as HTTP, TCP, SNMP, SOAP, REST
  • Understanding of concepts such as XML, Regex, Delimited text, and JSON

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