• Overview of ITOM and its importance in IT service management.
• Key components of ITOM: Discovery, Service Mapping, Event Management, and Orchestration.
• Understanding the relationship between ITOM and ITSM.

Introduction to Discovery:

• Purpose and benefits of Discovery.
• Overview of the Discovery process.

Discovery Configuration:

• Setting up the MID Server for Discovery.
• Configuring Discovery schedules and credentials.
• Understanding the Discovery patterns and probes.

Discovery Process:

• Scanning and identifying devices in the network.
• Collecting data on configuration items (CIs).
• Mapping relationships between CIs.

Post-Discovery Activities:

• Reviewing and validating discovered data.
• Managing discovered CIs in the Configuration Management Database (CMDB).
• Reporting on Discovery results.

Introduction to Service Mapping:

• Understanding the purpose of Service Mapping.
• Differences between Discovery and Service Mapping.

Service Mapping Configuration:

• Setting up Service Mapping and its components.
• Creating and managing service maps.

Service Mapping Process:

• Identifying business services and their dependencies.
• Mapping application services and infrastructure components.
• Validating and refining service maps.

Post-Mapping Activities:

• Integrating service maps with the CMDB.
• Reporting on service maps and dependencies.

Introduction to Event Management:

• Understanding the role of Event Management in ITOM.
• Overview of event correlation and management.

Event Management Configuration:

• Setting up Event Management and its components.
• Configuring event rules and alerts.

Event Processing:

• Ingesting events from various sources (monitoring tools, SNMP traps).
• Correlating events to reduce noise and identify incidents.
• Creating incidents and alerts from correlated events.

Post-Event Management Activities:

• Reporting on event trends and performance.
• Integrating Event Management with Incident Management.

Introduction to Orchestration:

• Understanding the purpose of Orchestration in ITOM.
• Overview of workflows and automation.

Orchestration Configuration:

• Setting up Orchestration and its components.
• Creating and managing orchestration workflows.

Orchestration Process:

• Automating routine IT tasks (e.g., provisioning, de-provisioning).
• Integrating with external systems and APIs.
• Using Flow Designer for orchestration.

Post-Orchestration Activities:

• Monitoring and reporting on orchestration workflows.
• Best practices for maintaining orchestration processes.

Introduction to Cloud Management:

• Understanding the role of Cloud Management in ITOM.
• Overview of cloud service models (IaaS, PaaS, SaaS).

Cloud Management Configuration:

• Setting up cloud management capabilities in ServiceNow.
• Integrating with cloud providers (AWS, Azure, Google Cloud).

Cloud Management Processes:

• Provisioning and managing cloud resources.
• Monitoring cloud usage and costs.
• Implementing governance and compliance for cloud resources.

Introduction to Performance Analytics:

• Understanding the importance of performance metrics in ITOM.
• Overview of Performance Analytics capabilities in ServiceNow.

Performance Analytics Configuration:

• Setting up indicators and data sources.
• Creating dashboards and reports for ITOM metrics.

Performance Analytics Processes:

• Analyzing performance trends and identifying areas for improvement.
• Using data to drive decision-making in IT operations.

Best Practices for ITOM Implementation:

• Strategies for successful ITOM deployment.
• Common pitfalls and how to avoid them.

Real-World Use Cases:

• Case studies of successful ITOM implementations.
• Hands-on exercises for applying ITOM concepts.

Monitoring ITOM Processes:

• Tools and techniques for monitoring ITOM activities.
• Key performance indicators (KPIs) for ITOM success.

Troubleshooting ITOM Issues:

• Common issues and troubleshooting steps.
• Using ServiceNow logs and reports for debugging.

• Overview of ServiceNow ITOM certifications.
• Recommended resources for further learning (documentation, community forums).
• Best practices for staying updated with ServiceNow releases