ServiceNow ITOM : Detailed Skills Requirement

1. ServiceNow Event Management Skills Required

Core Skills :

- Strong understanding of Event Management architecture and data flow in ServiceNow.

- Experience with event rules, alert correlation, deduplication, suppression rules.

- Ability to create and manage operational intelligence signals.

- Integration with monitoring tools (e.g., SolarWinds, Dynatrace, AppDynamics, Nagios, Zabbix, Splunk, BMC, etc.).

- Understanding of SNMP traps, Webhooks, REST APIs, and data ingestion methods.

- Proficiency in JavaScript for customizing alert actions and logic.

- Building and tuning service health dashboards (Service Health, Impact Map, Alert Console).

- Familiarity with ITOM AIOps, ML-based alert correlation, and signal-based health modeling.

Preferred Tools/Experience :

- MID Server configuration for Event ingestion.

- ITOM Health or Health Log Analytics (if applicable).

- SCOM or other enterprise-grade monitoring tool integrations.

2. ServiceNow Discovery Skills Required

Core Skills :

- Deep knowledge of horizontal discovery, credentials management, and CI classification.

- Configuration of MID Servers, Probes, and Sensors.

- Scripting expertise for custom patterns, sensor modifications, and data normalization.

- Strong understanding of protocols : SSH, WMI, SNMP, WinRM, PowerShell.

- CI Identification and Reconciliation strategies.

- Working knowledge of Cloud Discovery (AWS, Azure, GCP).

- Good understanding of firewalls, network topologies, and proxy setups in enterprise environments.

Platform Knowledge :

- CI Class Models and integration with CMDB.

- CSDM alignment and CMDB health metrics.

- Discovery troubleshooting using ECC Queue, logs, and MID diagnostic tools.

3. ServiceNow Service Mapping Skills Required

Core Skills :

- Experience with pattern-based and traffic-based service mapping.

- Creating, debugging, and extending Service Mapping patterns.

In-depth knowledge of :

- Application stacks (e.g., Web, App, Database)

- Load balancers, clusters, and middleware

- Understanding of TCP connections, netstat, process command lines, and configuration files (e.g., plugin-cfg.xml, web.xml, etc.)

- Ability to define entry points, identifiers, and connection sections.

- Collaborating with app owners for business service onboarding.

- Troubleshooting using Pattern Designer, logs, and Discovery Behavior.

Advanced Knowledge :

- Mapping services to Business Applications in CSDM.

- Layer 2/3 network dependency awareness for service pathing.

General ITOM/Platform Skills (Applicable to All)

- Hands-on experience in ServiceNow ITOM Workspace.

- Proficient in JavaScript, JSON, and ServiceNow's script includes.

- Familiarity with CMDB, CSDM (v3/v4), and CI lifecycle.

- Experience with Update Sets, Scoped Applications, and Instance Cloning.

- Good understanding of data governance, compliance, and CMDB health KPIs.

- ITIL Foundation knowledge (Incident, Change, Problem).

Certification Module Alignment Level :

- Certified System Administrator (CSA) All ITOM modules Entry-level Required

- Discovery Implementation Specialist Discovery Intermediate Strongly Preferred

- Service Mapping Implementation Specialist Service Mapping Intermediate Strongly Preferred

- Event Management Implementation Specialist Event Management Intermediate Preferred

- CMDB & CSDM Fundamentals (Training Badge) Discovery, SM Foundation Required