ServiceNow - ITOM - Service Mapping Exam Questions and Answers

ServiceNow - ITOM - Service Mapping Exam Questions and Answers Service Mapping Application -Answer-Discovers all business services in an organization and helps to build a comprehensive map of all devices, applications, and configuration profiles. Maps dependencies based on connections between devices and applications. How is it available? -Answer-Separate subscriptions and requires ServiceNow personnel to install. Who uses Service Mapping? -Answer-IT Departments of companies, organizations, and cloud companies providing PaaS(Platform as a Service) providing a service aware view of infrastructure. What is a Business Service? -Answer-A set of interconnected applications and hosts, which are configured to offer a service to the organization. Are business services internal or external? -Answer-Both. What is Horizontal Discovery? -Answer-Discovery of devices simply as a form of inventory and does not connect devices and applications. Does not display connections and dependencies. Service Mapping uses the results of this Discovery Method as a ground work. What is Top-Down Discovery? -Answer-Mapping of devices and applications based on their connection to each other. This mapping allows visibility of problematic components and their effects on their dependent objects. What is the goal of Service Mapping? -Answer-Top-Down Discovery of devices and applications. Business Service Mapping -Answer-Display of infrastructure objects and semantic connections between them. Regenerates regularly to keep connections and dependencies up to date. What is the primary method of Service Mapping to discover and map devices? -Answer- Using patterns. What is a Pattern in discovering Service Mapping? -Answer-A sequence of operations whose purpose is to detect attributes of devices and applications and their outbound connections. Traffic Based Discovery -Answer-The ability for Service Mapping to follow traffic connections between devices and applications. What is required for Service Mapping to function? -Answer-Discovery Product is required. What is required for Discovery and Service Mapping to function within your organization? -Answer-Defined users and configured credentials for access to the applications and devices on the organizations network. Service Mapping relies on... -Answer-Discovery and the Mid Server to discover devices and applications. What is the purpose of the MID Server in Service Mapping? -Answer-Facilitates communications between Service Mapping and devices and applications it discovers. Where is the Data collected and organized for Service Mapping? -Answer-Event Management, Dependency Views, and Application Portfolio Management <APM> Event Management -Answer-View events to take actions for recovering your organization business service. Dependency Views -Answer-Displays relationships between devices and applications in the context of the business services they belong to. Application Portfolio Management (APM) -Answer-When Service Mapping is integrated with APM, it provides information about components making up business application and helps APM Users monitor business application performance. Does Service Mapping support Domain Separation? -Answer-Yes. Business Services in Service Mapping -Answer-Refer to devices, applications, and connections that comprise a business service as "Configuration Items (CIs)". Service Mapping creates a map by communicating with its individual CIs belonging to the business service. Business Service Criticality levels -Answer-This is a level defined based on how important the Business Service is to organization operations. Typically this would be higher based on its impact to customer base or sales revenue. What is Pattern-based discovery? -Answer-This is the main method of Service Mapping collecting data about devices and applications used in business services. It helps to create a map of business services and stores the collected date in CMDB. What are Configuration Items (CIs)? -Answer-Devices and Applications in Service Mapping and Discovery. What is a Pattern? -Answer-A sequence of steps whose purpose is to detect attributes of a CI and its outbound connections. What is the starting point of a discovery process? -Answer-An entry point. this is the way clients access a business service. EXAMPLE: To map your electronic mailing business service, define an email address as an entry point. The discovery and mapping process beings from Discovery performing the horizontal discovery to identify the host. Once the Host is discovered, Service Mapping starts the top-down discovery to find and map applications running this host. How does SM utilize MID Servers? -Answer-Services Mapping uses MID Servers to communicate with CIs in an organization. MID Servers are located inside the organizations network so as to communicate without traversing firewalls. What is the ECC? -Answer-External Communication Channel, this queue displays input and output messages to and from MID servers. This is the normal connection point between the instance and other systems. Shazzam -Answer-These are probes created for port discovery and are launched via the ECC Queue. What is a boundary? -Answer-Makes Service Mapping stop discovery at the point of the boundary. What is the advantage of Traffic Based Discovery? -Answer-It can potentially discover more CI's then Pattern Based Discovery. This is typically done as an initial discovery to further populate the CIs in the instance. It can create a more inclusive map. What is the disadvantage of Traffic Based Discovery? -Answer-It discovers all CIs and can often include duplicates and clutter. It will map redundant CIs that do not impact business service operations. In base systems, what does traffic-based discovery utilize? -Answer-TCP Connection [cmdb_tcp], netstat and lsof commands. This discovers connection during top-down discovery. Netflow and VPC logs -Answer-This method of discovery requires additional configuration in Traffic-Based discovery but can enrich the data collection. Does Service Mapping in Traffic-Based Discovery reduce erroneous CI's? -Answer-Yes, there is an algorithm used to try and reduce the number of erroneously mapped CIs. What does removing CIs from the map do? -Answer-It will remove all