ADVANCED

IT Operations Management (ITOM)

Master Discovery, trusted CMDB, IRE, Service Mapping and Event Management to drive infrastructure visibility and AIOps on the Now Platform.

Intermediate to Advanced
Complete Curriculum
What you will
learn step by step.

Every module is taught live with hands-on exercises in a real ServiceNow instance.

01
CMDB & CSDM Foundation
  • CI classes, relationships and dependency views
  • CSDM domains and service modelling
  • Data ownership and CMDB governance principles
  • Asset and CI lifecycle alignment
02
MID Server & Discovery Setup
  • MID Server architecture, sizing and security hardening
  • Credential stores, behaviours and discovery schedules
  • Discovery phases, probes and ECC Queue
  • Classifiers, sensors and horizontal discovery patterns
03
Infrastructure Discovery
  • Windows and Linux server discovery
  • Network, SNMP and credential-less scanning
  • Database, middleware and cloud discovery
  • Troubleshooting and remediation of failed discoveries
04
IRE & Data Quality
  • Identification rules and payload processing
  • Reconciliation and data source precedence
  • Duplicate CI prevention and remediation
  • CMDB Health: completeness, correctness and compliance
05
Service Mapping
  • Application services and entry point discovery
  • Top-down mapping and traffic-based discovery
  • Pattern design and connection sections
  • Service mapping troubleshooting and governance
06
Event Management & AIOps
  • Event sources, connectors and alert ingestion
  • Alert rules, aggregation and de-duplication
  • Root Cause Analysis and alert intelligence
  • AIOps operational playbooks and runbook automation
Program Outcomes
By the end of this program,
you will be able to:
Design and govern a trusted CMDB using CSDM
Configure and troubleshoot Discovery end-to-end
Apply IRE and reconciliation rules correctly
Build application services and explain ITOM architecture

Career Opportunities

Roles You Can Target

ITOM skills are in high demand as enterprises modernise their infrastructure visibility, discovery and CMDB management.

ServiceNow ITOM Consultant
Discovery, Service Mapping, Event Management and CMDB.
itom
ServiceNow CMDB Consultant
CMDB, CIs, relationships, data quality and CSDM concepts.
cmdb

Ready to get started?

Live batches running every month · 100% placement support · Real project practice

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