As organizations today try to ensure that their digital transformation is executed as efficiently as possible, IT teams are tasked with delivering an ever-increasing number of services to the business. To effectively manage these mission-critical services, IT needs to know how they work—which infrastructure components and applications deliver a service and how they interact. Without this service visibility, there’s no easy way to resolve service outages, optimize service architectures, or assess the service impact of infrastructure changes. This is even more challenging when the business relies on siloed legacy systems like the mainframe and IBM i.
ServiceNow® Discovery builds on discovered infrastructure data to identify all the Configuration Items (CIs) that support a service, along with their service-specific relationships. It works hand-in-hand with ServiceNow® Service Mapping, which automates the service mapping process — creating a complete, up-to-date, and accurate record of your digital services in the ServiceNow® Configuration Management Database (CMDB). IT organizations with mainframe and IBM i can get more value out of these vital ServiceNow® Workflows by leveraging Precisely Ironstream to bring in mission-critical machine and log data from these previously siloed systems.
Watch this Ask the Experts Panel as they explore customer success stories and discuss how organizations are using ServiceNow and Ironstream to deliver a comprehensive, real-time view of their IT landscape. Our experts will discuss:
• How Discovery and Service Mapping Workflows allow customers to optimize their IT infrastructure
• Why mainframe and IBM i machine and log data vital to IT Ops teams
• How Ironstream enhances Service Mapping and Discovery to strengthen IT operations
Strategize a Smooth Tenant-to-tenant Migration and Copilot Takeoff
Ask the Experts Panel: How Customers Add Value to ServiceNow Discovery and Service Mapping with Ironstream
1. Ask the Experts Panel: How Customers Add
Value to ServiceNow Discovery and Service
Mapping with Ironstream
Dave Cosio – Senior Advisor Architect
Ian Hartley – Senior Director, Product Management
Brittany Schultz – Product Marketing Manager
2. Housekeeping
Webinar Audio
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Recording and slides
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3. Themes
• Trends with organizations
investing in ServiceNow
• Relevance of mainframe and
IBM i
• Breaking down silos between
modern and legacy platforms
• Impacts of connecting
ServiceNow to legacy platforms
Presentation name
3
Experts
Dave Cosio
ServiceNow
Ian Hartley
Precisely
6. Behind every great experience is a great workflow
The Now Platform is the “platform of platforms” for digital workflows
Our
unique
differentiation
Great experiences
Delivered to employees
and customers
Mobile Web Conversational
Systems of record
Integrate and communicate
across any systems or infrastructure
Infrastructure Customer
service
Sales Marketing ERP & Finance HR Supply Chain
IT
Powered by Workflows
Built on the Now Platform
Employee
Workflows
IT
Workflows
Customer
Workflows
App Engine
Now Platform
The foundation for all workflows
One Platform
One Data Model
One Architecture
Workflows and
integrations
CMDB Knowledge Base,
Service Catalog
Machine Learning, Web, Mobile,
AI & Analytics Conversational UX
Now Platform®
Developer
Tools
Preamble with dave (what and why)
Why orgs are investing in SN, particularly in IT ops management
What is the value that they bring, Why and what they are populating the CMDB with
Start with general now platform -> get specific into IT ops management
Ian that’s great but what if you have a legacy program that people are still invested in
How does that fit in?
People have Sn and these systems, how do they bridge that gap?
What happens when organizations try to connect these systems manually?
Technical impact?
Business impact?
Benefits of doing in an automated way?
Do teams have metrics or responsibilities that could be impacted by not having visibility into IBM in SN?
What is the business impact?
So what is the conclusion here? What can people do to connect these platforms and maximize their investment/strategy?
This presentation will focus on how ServiceNow ITOM visibility helps you with Service Operations – the bridging of ITSM and ITOM to improve digital services while reducing costs.
Achieving digital-first business growth starts by bringing your technology services and operations together.
By bringing them together:
you can expand technology services while reducing costs
deliver extraordinary employee experience and resiliency
and drive technology best practices and optimized processes.
A digital-first organization no longer relies only on the central organization once known as IT – rather than IT being the sole provider of systems and services, technology product teams have formed in individual lines of business. That’s the key for digital growth, but it also poses new challenges. How do you enable technology excellence and best practices across your organization, fostering agility while still maintaining governance? The central organization once known as IT is now becoming the enabler of technology across the organization - playing a key governance role.
Governance in the form of ensuring that compliance and regulatory requirements, security and performance, and vendor and cost standards are met for all technology teams, centralized, and decentralized.
According to IDC – successful service and operations teams define, enforce and automate consistent guardrails and policy controls without slowing the business down.
Overview of the Now on Now ITOM Visibility and CMDB case study
https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-center/case-study/non-cmbd-case-study.pdf
Now on Now: Creating a global IT ecosystem CMDB with ServiceNow Discovery
At ServiceNow, every part of our business relies on our global IT infrastructure: service management, human resources, information security, finance, compliance, and more. Delivering consistent and reliable services is critical to improving and maintaining both employee and customer satisfaction. In the past, when a problem or service outage occurred, ServiceNow IT teams had to navigate through multiple documents and contact different IT teams to determine what went wrong. This process was increasing response times, wasting staff hours, and delaying resolutions for our customers. That’s where ServiceNow’s Configuration Management Database (CMDB) comes in—the digital foundation of our enterprise ecosystem.
From planning upgrades to troubleshooting incidents, the CMDB allows IT Ops to quickly identify any impacted services and engage the correct technical or business owners for a faster resolution. The live database can provide monitoring and response through a unified view of our IT ecosystem, with only with the proper tools and processes. Even with a CMDB, we were facing challenging issues such as incorrectly populated configuration item (CI) attributes, compliance risk, and unclear CMDB governance, roles, responsibilities, and access.
To overcome these challenges, we deployed ServiceNow Discovery, a type of automation that provides complete visibility into our on‐premises and cloud resources, simplifying the process of discovering IT elements and their connections. This saves us hours of manual work and coalescing of offline data and allows us to track changes occurring within our on‐premises, cloud, and serverless infrastructure in the CMDB.
Today, we have automated discovery on all our infrastructure and vertical services. We don’t have to go out and inventory data centers or inventory what apps and services are installed where. This saves us a significant amount of time, among other benefits:
40% time savings on IT efforts to populate devices and relationship
58% reduction in P1 incidents over two year
71% reduction in time to closed vulnerability ticket
91% of changes and configuration items have an automated approval process
With the continued growth of our company, there are always additional devices being added to the CMDB. For instance, our Security Architecture team is currently evaluating and performing a proof‐of‐concept with Internet of Things‐secure appliance tools. Additionally, having CMDB Discovery make our hybrid cloud ecosystem fully transparent is essential to managing the tagging of virtual devices. To support this effort, we’re enhancing our cloud management tools to work closely with our CMDB.
Now on Now .com page: https://www.servicenow.com/company/how-servicenow-uses-servicenow.html
The CMDB is your organization’s data foundation, and it is the foundation for ServiceNow. It is the central repository of configuration data needed to drive outcomes for your transformational goals. For example, the CMDB helps:
(frame the conversation around the customer use cases and speak to a few of the areas on the slide)
The most successful CMDBs are business-aware, which allows you to understand the impact of a component to the business. (Which business services does this server support?)
To ensure your CMDB has business context and remains healthy and trustworthy, we recommend populating it in an automated fashion. ITOM Visibility provides the fastest time to value for gaining visibility of your entire operations estate, and drives differentiated outcomes with a vast set of solutions.
Study conducted from our CMDB business unit across customer CMDBs
Of the ones considered healthy, on average customers were achieving great value for ITSM alone:
38% faster incident resolution
82% fewer failed changes
604% more incidents resolved with problem management
A CMDB needs good data management, solid integration practices, and service-level reporting. But how do you get there to have an accurate and current data set.
Service Mapping provides three complementary service mapping methods. Together, these allow you to address a wide range of service mapping scenarios and requirements, giving you the flexibility to choose the optimal approach for your specific needs.
These include:
•Tag-based mapping: This method builds service maps using previously configured tags on virtualized and cloud resources. For instance, it can create a service map containing all cloud resources tagged with a specific application service. If you have a well-defined tagging policy, this approach can generate service maps in seconds. Tag-based mapping is the preferred approach for containerized cloud architectures, and it can be enriched with discovered service mesh data to identify dependencies between microservices. However, it cannot identify service-level dependencies in non-containerized environments.
• Machine Learning (ML)-based: This method uses machine learning to identify meaningful service-level relationships from traffic flow data. While it is less precise than top-down mapping, it requires significantly less effort. This makes it ideal for bulk mapping of less critical services. It can also be used to extend top-down maps to include CIs that have not been fully discovered. However, as with top-down mapping, it does not provide visibility of containerized microservice architectures.
Top-down mapping: This creates a very precise service map by physically tracing how your digital services flow across your environment. It builds on existing discovery data, directly interrogating fully discovered applications and infrastructure to identify service-specific connections. Because it is so precise, top-down mapping is well-suited for mapping mission-critical services both on premises and in cloud environments. However, it does require significant upfront effort and does not provide visibility of containerized microservice architectures.