Servicenow Event Management Fundamentals

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

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.

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.

Multiple demonstrations are provided throughout the course to aid students in visualizing the lecture concepts.

Extensive hands-on exercises are included with each course module to reinforce the lecture concepts and provide practical experience.

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.

• Have a working knowledge and experience of ServiceNow 
• Understand of probes and monitoring systems used in IT infrastructure management
• ServiceNow Fundamentals

Recommended prerequisites:

• SNSAF - ServiceNow Administration Fundamentals

• 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

ServiceNow Implementer, ServiceNow System Administrator

Overview

• 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
• 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

Architecture and Discovery

• Understand the Discovery and MID Server architecture
• Understand Event Management architecture
• Understand the monitoring process
• Understand the MID Server Installation process
• Lab 2.1: Validate the MID Server
• Lab 2.2: Execute a Discovery

Event Management

• 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
• 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

Alerts and Tasks

• 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
• 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

Event Sources

• 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
• 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