ServiceNow's IT Operations Management (ITOM) suite is designed to modernize IT operations by enhancing visibility, providing actionable insights, and automating processes across both on-premises and cloud infrastructures.
By leveraging ITOM, organizations can proactively address potential issues, ensure optimal system health, and maintain high availability of IT services. This guide explores the core components of ITOM, offering detailed steps for configuration and deployment.
Key Components of ITOM
Effective IT Operations Management (ITOM) consists of several critical components that ensure the smooth functioning of IT infrastructure. Each of these elements plays a vital role in improving visibility, efficiency, and security:
1. Discovery
Discovery automates the identification of devices and applications connected to your network, creating an updated Configuration Management Database (CMDB). This process ensures that all configuration items (CIs) are accurately tracked and managed.
2. Service Mapping
Service Mapping provides a comprehensive view of IT services by mapping relationships between applications, servers, and other infrastructure components. This visualization aids in understanding service dependencies and assessing the impact of changes or incidents.
3. Event Management
Event Management consolidates events from various monitoring tools into a unified platform, enabling IT teams to detect, prioritize, and respond to issues efficiently. Correlating events reduces noise and highlights critical incidents that require attention.
Configuring ITOM Components
Proper configuration of ITOM components ensures seamless integration and functionality. Automating setup and maintaining consistency across components leads to greater efficiency and accuracy.
Setting Up Discovery
Install the Discovery Plugin:
Navigate to All > System Applications > All Available Applications > All.
On the All Applications page, select Request Plugin to open the Activate Plugin form on Now Support.
The ServiceNow interface displays a list of available applications for installation, with the 'Request Plugin' button highlighted, indicating an option to install a specific plugin.
3. On Now Support, select the link to access the Now Support Service Portal Service Catalog.
ServiceNow Activate Plugin window displaying an option to activate a plugin. The interface highlights the 'Take me to the HI Service Portal Activate a Plugin Service Catalog' external link, guiding users to the ServiceNow HI Service Portal for plugin activation.
4. Select your instance.
5. Select Actions > Activate Plugin.
6. On the Activate Plugin form, provide the following information.
Field
Description
What is Your Target Instance
Instance on which to activate the Plugin.
Which Plugin Would You Like to Activate
Name of the Plugin to activate.
Note: If the system does not list the Plugin you want or if you are activating the Plugin on an OEM or on-premise instance, select the Plugin I'm looking for is not listed check box and then enter the name of the Plugin.
Select Maintenance Date and Time
The date and time to activate the Plugin.
Note: Plugins are activated in two batches, once in the morning and once in the evening, on every business day in the US Pacific time zone. If the Plugin must be activated at a specific time, enter the request in the Reason/Comments field.
For example, see the following form to activate the CSM Workspace Plugin on an instance named My Instance.
Activate Plugin form:
ServiceNow NowSupport page displaying the 'Activate Plugin' form, with fields for selecting plugins, activation options, and submission buttons.
Select Submit.
Configure MID Server:
MID Servers act as communication intermediaries between the ServiceNow instance and target devices.
Install the MID Server on a dedicated host within your network.
In ServiceNow, navigate to MID Server > Servers and register the new MID Server.
Screenshot of the ServiceNow MID Server creation form, displaying fields for configuring a new MID Server. The form includes sections for the server name, host name, validation status, IP ranges, capabilities, and other essential settings. Buttons for submission and additional configuration options are visible.
Define Discovery Schedules:
Navigate to All > Discovery > Discovery schedules to create a new record.
Select the type of schedule to open:
New: Creates a new horizontal schedule for discovering components in your network.
Quick Discovery: Runs a horizontal Discovery on a single IP address without requiring a schedule.
Create a Cloud Discovery schedule: Create a schedule using the Discovery Manager wizard to discover resources in a cloud service account.
Complete the Discovery schedule form, using the fields in the table.
Right-click in the header of the record and select Save from the context menu.
To create a range of IP addresses to discover, click Quick Ranges under Related Links.
Note: To improve security, limit the range of discovery targets to exclude unnecessary networks and devices.
ServiceNow Discovery Schedule form displaying configuration options for setting up automated discovery scans, including schedule frequency, target IP ranges, and additional parameters.
Run Discovery:
Open Quick Discovery from one of these locations:
Navigate to Discovery > Discovery Schedules and click Quick Discovery in the header bar.
Navigate to Discovery > Home and click Discovery Quick Start under the Schedules tile.
A dialog box appears asking for an IP address and the name of the MID Server to use. Only Up and Validated MID Servers are available.
Enter the target IP address for a discovery in the Target IP field.Note: DiscoverNow does not currently support IP network discovery. Make sure that you enter a single IP address only and not an entire network, such as 10.105.37.0/24.
When a MID Server is assigned to the subnet containing the target IP address and currently in operational status of Up, the name appears automatically in the MID Server field. If multiple MID servers are found, the system selects one for you. The value in the MID Server field can be overwritten if you want to select a different MID Server.
If no MID Server is defined for that network, select one from the list of available MID Servers.
The status record for that discovery appears. The Schedule column is empty because no schedule is associated with this discovery.
A table displaying the Quick Discovery status list in ServiceNow, showing various statuses, device details, and progress indicators.
Implementing Service Mapping
Service Mapping enhances visibility by providing a structured representation of IT services. Implementing it properly is essential to maintaining service health and operational efficiency.
Install and Set Up Service Mapping
Activate the Plugin: Navigate to the ServiceNow Store and activate the Service Mapping Plugin.
Configure Credentials: Input the necessary credentials to allow Service Mapping to access and discover your IT infrastructure.
Define Entry Points
Identify Entry Points: Determine the initial points of access for each service, such as URLs, IP addresses, or hostnames.
Configure Connection Parameters: Set up the parameters that Service Mapping will use to connect to these entry points.
Run Discovery
Execute Discovery: Initiate the discovery process to automatically identify CIs and their relationships within your services.
Review Discovery Results: Analyze the discovered data to ensure accuracy and completeness.
Create and Refine Service Maps
Build Service Maps: Leverage the discovered data to construct visual representations of your services.
Validate with Stakeholders: Collaborate with relevant teams to confirm that the service maps accurately reflect the actual service architecture.
Configuring Event Management
Configuring Event Management ensures that IT teams can efficiently detect, prioritize, and respond to incidents. A well-structured setup reduces downtime and operational risks.
Activate Event Management Plugin:
Navigate to System Definition > Plugins.
Search for "Event Management" and click Activate.
Integrate Monitoring Tools:
Set up connectors to integrate existing monitoring solutions with ServiceNow.
Navigate to Event Management > Integrations > Connector Definitions and configure as needed.
Define Event Rules:
Navigate to Event Management > Rules > Event Rules.
Create rules to process incoming events, specifying conditions and actions.
Set Up Alert Management:
Configure alert rules to define how alerts are generated from events.
Navigate to Event Management > Rules > Alert Management Rules and set parameters accordingly.
Best Practices for ITOM Implementation
To maximize the effectiveness of ITOM, organizations must follow best practices that enhance performance, security, and reliability. Here are key recommendations:
Keep CMDB Up-to-Date: Regularly audit and update the CMDB to ensure data accuracy and relevance.
Use Automated Discovery: Schedule recurring discovery scans to capture new and modified infrastructure elements.
Implement Role-Based Access Control (RBAC): Restrict access to ITOM components based on user roles to maintain security.
Correlate Events Effectively: Reduce alert fatigue by configuring event correlation rules that prioritize significant incidents.
Optimize Service Mapping: Ensure accurate dependency mapping by continuously refining discovery patterns and entry points.
Leverage Machine Learning: Leverage Operational Intelligence’s predictive analytics to anticipate and prevent outages.
ServiceNow ITOM is a powerful suite designed to enhance IT operations by providing real-time visibility, proactive issue resolution, and intelligent automation. By implementing and optimizing ITOM components like Discovery, Service Mapping, Event Management, and Operational Intelligence, IT administrators can ensure seamless operations, minimize downtime, and improve service reliability. Following best practices and continuously refining configurations will maximize the effectiveness of ITOM within any organization.
Tal is the Cofounder & CTO of Reco. Tal has a Ph.D. from the school of Electrical Engineering at Tel Aviv University, where his research focused on deep learning, computer networks, and cybersecurity. Tal is a graduate of the Talpiot Excellence Program, and a former head of a cybersecurity R&D group within the Israeli Prime Minister's Office. In addition to serving as the CTO, Tal is a member of the AI Controls Security Working Group with the Cloud Security Alliance.
Expert Insight:
ServiceNow IT Operations Management (ITOM) is more than just a toolset—it's a strategic approach to modernizing IT operations. By leveraging automation, machine learning, and real-time visibility, ITOM empowers organizations to move from reactive issue resolution to proactive service optimization.
A well-maintained Configuration Management Database (CMDB) is the backbone of a successful ITOM implementation. Without accurate and continuously updated configuration data, features like Discovery, Service Mapping, and Event Management cannot function optimally. IT administrators should prioritize automated discovery and routine audits to ensure data integrity.
Ultimately, ITOM is not a “set-it-and-forget-it” solution. Continuous improvement through refining event correlation rules, optimizing service maps, and integrating ITOM with other ITSM processes is crucial. By following best practices and leveraging ServiceNow’s automation capabilities, IT teams can drive operational efficiency, reduce downtime, and deliver superior service experiences.
