ServiceNow Service Map Planner Overview
Explore the features and benefits of the ServiceNow Service Map Planner, designed to streamline deployment mapping processes, simplify data collection, and facilitate communication between technical and business owners.
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Presentation Transcript
The ServiceNow Service Map Planner Peter H. Smith February 23rd, 2017 CenterPoint Energy Proprietary and Confidential Information
Material is Presented on a Courtesy Basis This presentation is being provided for informational purposes only and does not purport to be comprehensive. Neither CenterPoint Energy, Inc., together with its subsidiaries and affiliates (the Company ), nor its employees or representatives, make any representation or warranty (express or implied) relating to this information. By reviewing this presentation, you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein. You are encouraged to perform your own independent evaluation and analysis. This presentation contains third party information, including information provided by the various sources identified on the respective slides. CenterPoint Energy, Inc. has not independently verified this information. You are encouraged to perform your own independent evaluation and analysis. 2
The ServiceNow Service Map Planner High-Level Motivation1 Support for roles spanning Organization and Deployment. Details hidden in Files, E-mail, Diagrams, Spreadsheets The Service Map Planner helps to: Structure and streamline the mapping deployment process Simplify data collection, organize collected data Provide tools to remove blockers before discovery starts Facilitate communication between technical and business owners Provide an incubation place for the planned business service until it is ready 1From the Istanbul Release Notes (paraphrased, emphasis mine) https://docs.servicenow.com/bundle/istanbul-release-notes/page/release-notes/it-operations-management/service-mapping-rn.html 3
The ServiceNow Service Map Planner Nerd-Level Motivation 4
The ServiceNow Service Map Planner Highlights1 Part of the Service Mapping (formerly ServiceWatch) add-on Available starting with the Istanbul release Supports the mid-stream portion of Service Mapping activities Support high-volume activities in a streamlined process New tables separate upstream work from Business Service CIs 1ServiceNow Service Map Planning Documentation https://docs.servicenow.com/bundle/istanbul-it-operations-management/page/product/service-mapping/concept/plan-business-services.html 5
The ServiceNow Service Map Planner Planning Flow1 Showstopper! ACCESS DENIED Core Service Mapping 1 https://docs.servicenow.com/bundle/istanbul-it- operations-management/page/product/service- mapping/concept/plan-business-services.html 6
The ServiceNow Service Map Planner Main Objects Phase: Anything that fits your planning and reporting environment A Business Process (all the Business Services it uses) Similar Entry Points (load balancer VIPs) Low Hanging Fruit (unmodified services covered by stock patterns) Planned Business Service A business service to be mapped as part of this phase Not an extension of Business Service [cmdb_ci_service] Planned Entry Point An entry point to explore from this Planned Business Service 7
The ServiceNow Service Map Planner And now, the moment we ve been waiting for http://dilbert.com/strip/2000-02-24 8
The ServiceNow Service Map Planner Service Mapping Project Learning The Service Map Planner is optimized for a green field effort Imported ~800 service/application CIs from a previous application Reviewed (Data Certification) and cleaned up obvious errors Results went stale. Stakeholders don t believe upkeep effort will have ROI. Access, Access, Access A policy change reduced system access during service mapping pilot This halted progress 9
The ServiceNow Service Mapper Where we see Promise Parallelism: Better tracking supports context switching Credential Tester: Quantify magnitude of access issues faster Phases: Determine velocity and refine estimates Planned Business Services: Don t rush to the conclusion (publish incomplete CIs) Automate maintenance before exposing Business Service CIs Discover relationships separate from legacy CIs and relationships Planned Entry Points: Formalize the analysis/mapping transition Analysts and Process Owners/Users talk about icons and links Mappers and SMEs need URLs, IP Addresses, Ports, Protocols 10
The ServiceNow Service Mapper General areas for Customization Relate open Tasks to Entry Point, Service, Phase Identify goals that are on hold Prioritize effort across teams Create Tasks in Context IP Connection Issues (firewall and/or network) Access Issues: OS, infrastructure (DBs, appliances), applications Link new tasks to planner activities without additional effort. 11
The ServiceNow Service Map Planner Custom Process Build parallel Business Service CIs, then bring over legacy CI info Automating the merge does not appear to be cost-effective Support side-by-side comparison would be helpful Use naming conventions: Legacy Business Service: ABC Planned Business Service: ABC (discovered) Discovered Business Service: ABC (discovered) 12
The ServiceNow Service Map Planner Custom Process Legacy Information to Preserve: Organizational: Owners, Landscape Manual Relationships (fewer than one would expect) Replace Legacy Information with: Discovered connections/relationships Service-Service Service-Infrastructure Infrastructure-Infrastructure Information imported from sources of record (automated) 13
