hello everyone thank you for taking out some of your time today to learn about the exciting world of IT operations management specifically service mapping what's the difference between discovery and mapping I know they're kind of the same maybe but not a lot of people ask that and you know and there's confusion so what I'm gonna do is visibility so I the IT om I Tom be you within ServiceNow since the New York released decided to change their go-to market and have a offering called visibility item visibility is a general nomenclature for service mapping discovery and event management so that is now called visibility when you hear item visibility that is a reference to the offerings the packages or applications of discovery mapping and event management so what I'm going to do a couple slides I'm gonna do some slides and a lot of its gonna be GUI you know demo division this is how ServiceNow likes to you know discuss what they have to offer as relates to visibility and the item offering a lot of customers need to really understand what is running in their environment and what's running on the stuff that is running so if you think about if you're responsible for an infrastructure that data center and you're walking in the data center and you see these servers with these blinky lights and you walk up to a server you have no idea what that server is doing you don't know what's running on that server if that server goes down you have no idea what that's going to impact what impact does that have your business most customers I would say all customers really do not have that kind of visibility into their environment so when things do occur you hear you could hear about customers having all these different tools we're monitoring their infrastructure or not knowing hey something happened I have no idea what that impacts that's where visibility comes into play that's where service mapping discovery and event management come in and again here's another slide deck or a slide kind of demonstrating you know all this different information we have these all these different tools events sources we're using discovery and other third party up datasets to put in the CMDB that's great we have all this data how do we actually use it or apply it and contextualize it and make it useful because you could have all the data in the world then you could have the fastest CMDB but if it's not doing anything beneficial to your business then there's no point so the whole point is to help make more intelligent decisions based on the information that you're getting about your infrastructure the deal is remediation detection from event management always as rapidly as possible refresh or CMD be using discovery service mapping and if events do occur you know what that impacts what how that impacts your business your infrastructure your end-user applications and this is the slide of slides the whole point bringing you all this all these different pieces of information together event sources application tools collecting metrics applying that to what a service map is so what is the difference between dependency mapping and service mapping so if you take a look at this one graphic here the screen grab with this Linux server and all of these squiggly lines drawn from it this is what you would refer to as a dependency mapping dependency mapping just means this server has a bunch of things running on it and these things that are running on it different applications which are connected to different discs and different network devices so the dependency mapping is just an overall based inventory of processes and applications running on a CI or a server so anything that's running any process it's connected to this port connected to this other server connected to this physical disk that's your dependency so that's everything that that server is running the difference is service mapping service mapping only cares about a specific service running on that specific server so it's more of a finite laser-focused view so you're not you don't care about all of the resources and things that are running on that server you just care about the resources that are running on that server that are specific to a application or service does that make sense you would what so dependency mapping occurs out-of-the-box with discovery so when discovery runs no additional tweaks need to be done to enable that out-of-the-box your run discovery fingers across everything works flawlessly and if it does you will get this view on this right side which will have dependency mapping of all the different components that were discovered you would use service mapping when you are at a point where you're mature enough where are you in your company your organization can leverage and is interested in the mapping of specific services so a service definition is something that you as an IT organization would offer the end-user as a service a portal for example timesheet portal if you would take a look at if you're a banking company and you have a portal for end-users to deposit their checks that would be a service that you would map so if you think about it I would say if you could use a service as a verb so if your say go Google something that means you're gonna go search it you know that would be a service or hey go email this or go I want you to go ahead and run this remediation at this specific application that would be a service does that make sense I ever tell a customer don't leverage what you already have I what I usually recommend is using discovery and then augmenting and enhancing the discovery data with their other datasets any advanced functionality the customers looking to do I mean even some of the you know just seem to be health it's very difficult to tell a customer you know I would never say hey you know what if you're CMDB is not being refreshed frequently or if it's not being maintained properly I don't have any faith in it and I would not want to take the next step so I'm a customer and I've had this happen many times where a customer says I want to do event management perfect let's do it so tell me about your environment how you doing discovery oh we don't have discovery no then we're not doing a bit management because a lot of the a lot of the core the CMDB and the data has to be true or valid and if you're running some of these advanced functions like event management and event management requires relationships to show you what the root cause analysis is and if that data is bad because it's manually fed I would get discovery first and get that working this so this is an interactive demonstration of you know the art of the possible which tie in service mapping obviously and discovery and event management so anything under that visibility umbrella so this is it I don't know if you guys have ever done this before and it ever seen an event management demonstration is the ServiceNow platform recently but this is what it looks like or what it used to look like so again a service map is a visual representation a service that IT infrastructure company internal provider and users whether it be internal to the company or to the clients so in this example here we have each one of these boxes is a visual representation of a what is defined as a business service so a definition for this customer there's what there's an application a business service called customer man I double click on that red box that red box brings up what would makes up the visual representation of all the different components that make up this application so it makes it very easy to quickly look and see the data flow and all the interdependencies you can actually click on any one of these icons and on the right side it will actually show you the properties of this specific component what it is the IP address it's a load balancer and I see that there's two network connections another thing that I see is oh man this stuff is red why is it red you click on it so we can take a look once you open up the map it'll show you an alerts and this alert came from event management so the way it works is service mapping will go in and actually take a look at what is called an entry point entry point is how is literally it's the entry point on how an end user would gain access to this specific business service this offering this application so customer management the way to access it the entry point is through this load balancer so it's this IP address and the way that this works is it's very similar to discovery so discovery will go out and ask all of these questions so this is the famous discovery process slide so discovery the process for discovery and service mapping are pretty much identical service mapping does the same thing it leverages the discovery process so the way that it works is when you go out and map something you're going out there and you're specifying what they call an entry point so as I referred to earlier de in order to map a service you specify how you would gain access to it when you do that the service now really does not have much information on the business service what server it's on what applications it knows nothing all you're doing is you're basically these blindly going in with an IP address and asking Plank 20 questions so as he asks the configuration item the CI hey what are you he tries to classify them what are you are you a server are you a router to your switch okay based on this information because I asked you what ports are open on the network and you told me port 22 looks like your Linux box okay now that I know your Linux box I'm going to use my credentials and the credentials are defined in the instance and those credentials are the username and password that are used to log in to that configuration item so he specifies the credentials he tries the credentials until they work he logs in to him and will collect information about him and some of that information is IP address MAC address what applications are running along with what other resources are you connected to I see that I'm trying to map an application and I see this application process running what have you connected to your application process I'm connected to this other server on this IP address on this port thank you and then he will go and move on to the next thing whatever the next step is in that business service so he will start at the entry point and continue to ask questions and to the next item to figure out what the next thing is so that is an a crazy high level how the service map is built it's built by leveraging the discovery process and discovery patterns along with some advanced functionality to map everything out as it relates to that specific application so once these applications are actually mapped now what what am I going to use them for there are plenty of things to use them for one of them would be config and change management so if I were to go in and propose a change on this server this configuration item so this web server if I were to go and put in a change and I won't because it's going to take I'm running out of time because there's a bunch of stuff I still want to cover buzz it go and put in a change and submit it it will actually alert me because I'm putting in the change hey this is going to impact this business service or services it's also going to alert the owners that there's going to I'm putting in a request and it's also going to whatever it is scheduled if I am doing any type of event management it's going to suppress the alerts because I already have a plan change so as I'm doing my work off hours and alerts come in because I'm doing some work it's not going to go to alerts council or it's not going to go to the NOC and alert anybody because already knows that there's a plan change another thing that is nice is if you were to take a look up here in this chart let's see I do not think the dates and times reset which is too bad but up here this is actually a time chart this is almost like a TiVo so fast forward and rewind so it's red but if I would have reset the time before this demonstration you would have see red and green so you could actually go back in time and if it were agreeing at some point over here I could actually rewind to a point in which this business service was actually functional and I can actually show the difference in the configuration show between when it was working and when it wasn't so it gives you insight into what has changed it could be something as simple as it there was a planned a planned outage they applied a service pack which went sideways and it is causing issues and the easiest way for me to see that it's just by if I would have looked here we go there's a little difference so as you can see here at this point the Apache sir had a minor issue and then all of a sudden now this server is having an issue so if I was working in the NOC and this is what I do for a living this is what I miss is where I would live this is what they call the operator workspace so I'm responsible for managing the infrastructure in the environment this is a different view which makes things a lot easier for the people working in the NOC so this is a quick way to get access to all of the information on the infrastructure and how to remediate through the timely fashion so similar to the other view that I had over here this event management dashboard this is the new what they call the agent workspace it's a similar view it'll actually show you the different business services but the nice thing is I could actually click on it and it'll pull up a little pop pop-up box that shows specific to this business service I have an alert there's 27 impacted services because this configuration item that's a problem so let's take a look at the details and we can see exactly what's going on with this configuration item so you can actually see the affected see eyes for this business service so anything that makes up this business service the related see is the entry points which is how one would gain access to this business service that's all here so these are all of the affected see eyes and as you can see here any type of change tasks or incidents which are bad to the see is represented here and you can see they're related alerts so and alerts can come from any source so in this example cloud watch and scam because event management you could ingest events from any source it doesn't matter it could be from your own homegrown application as long as the information that we're getting into the same DB that's written to the event management table we could parse it and read it we could do the correlation run the event rules and apply those so one of the cool benefits which I've seen done a few times is if you're you know company and here's your service portal you know that everybody uses you could actually show current status outages of your services so you'll know that electronic messaging we have been outage on electronic messaging it is a lot more helpful if the event says hey outage electronic messaging instead of error server acme 12 dot you know microsoft comm is down that doesn't mean anything but if it says outage electronic messaging that means something the fun thing when it comes to discovery is you to deploy discovery if you have just three things you could deploy discovery within a day start to finish trick is getting those three things credentials which is one of the three things a functional mid server which is a second and then third is tell me which networks you want to discover that's all you need the trick for most people is the one item which is credentials because there's a lot of confusion there's a lot of fear so anytime that you say hey i need credentials you know people get scared and then when you say oh i need credentials for your UNIX boxes and I need to elevate them and it requires sudo that's when you hit the wall but if you sit down with the people depending on who you're talking to each organization is different and explain to them what you're doing why you're doing it and then go through slowly and explain to them here's the commands that are run here's why they're running here's what we're collecting here's why we need it you'll be fine but the trick is getting all the people in the room at the same time and explaining to them simultaneously so they all look at each other to say I understand that's where that's the difficult part alright well that's all I have unless you guys have anything else [Music]