APM Service Now

What sections are included in the APM portal?

-Application Architecture -Business Architecture -Opportunities and Solutions -Technology Architecture -Information Architecture -Notifications -Recent Activity

Name 3 portals to navigate APM:

-Application Portfolio Management Portal -Application Portfolio Analysis -The Business Planning Portal

What are the different ways to classify your business applications?

-Application category -Application Family -Business Unit -Portfolio

What are the basic APM plugins installed?

-Business Planner [com.snc.apm.business_planner] -Fiscal Calendar [com.snc.fiscal_calendar] -Performance Analytics-Content Pack-Application Portfolio Management [com.snc.pa.apm] -Data Certification [com.snc.certification_v2] -Bubble Chart Widget [com.snc.sp_workbench_widgets] -Tree Map [com.snc.treemap] -Demand Core [com.snc.demand_core] -APM Predictive Intelligence [com.snc.apm.predictive_intelligence]

How does APM leverage Discovery?

-Data helps to understand the applications and underlying services -Gives basic picture of resources and CI

How does ServiceNow's APM work?

-It helps you decide whether to invest, sustain, or replace applications -It allows you to identify redundancies and decrease budgetary costs -It provides comprehensive understanding of the applications in your organization

Common areas of interest to all stakeholders are:

-Number of applications and application ownership -Accuracy of application information -Application by business capability, data classification, business criticality, PII data, etc.

Out of the Add-on Plugins, which ones are premium?

-Performance Analytics Premium for APM (com.snc.pa.premium.apm) -Performance Analytics Premium for Financial Management [com.snc.pa.premium.fm]

APM integrates with these other ServiceNow offerings:

-Project portfolio Management -Surveys and assessments -Financial Management

What other plugins are available with APM (Outside PA plugins)?

-Read only roles for Application Portfolio Management [com.snc.apm_read_roles]: The plugin provides read only roles for Application Portfolio Management. -PPM Standard [com.snc.financial_planning_pmo]:Enables you to manage your demands, resources, portfolios and projects, and gives full visibility from idea to execution. It also helps you plan, track, and manage cost and budget on projects and demands in a portfolio to strike a balance between investment and returns. Agile management and test management help you to improve productivity and service delivery. -Application Portfolio Management - ATF Test [com.snc.apm.atf]: Validates ATF tests for Application Portfolio Management

What does Application Portfolio Management Provide?

-Scoring algorithms that generate reports about application values and health of IT infrastructure -Metrics that illustrate the business benefits of each application -An inventory of a customer's software applications

Integrates with APM?

-Surveys and Assessment -CMDB -Service Mapping

What problems can be solved by the ServiceNow APM application?

-Too many business applications to track -Pressure to cut down the IT application budget -No single repository of applications -Business value provided by an application is too subjective

You can activate Performance Analytics solutions and in-form analytics on instances that have not licensed PA, but with these limitations:

-You cannot create new indicators -You cannot collect data older that 180 days

What are the sources an application can have?

1-10

What stage of the Application Portfolio Rationalization involves using automated tools to identify servers and software applications installed on your network?

1. Identify

What are the five stages of Application Portfolio Rationalization process?

1. Identify 2. Measure 3. Evaluate 4. Decide 5. Take Action

What stage of the Application Portfolio Rationalization involves using base functionality indicators as data sources to assess applications across many dimensions?

2. Measure

What stage of the Application Portfolio Rationalization involves assessing the value of each app?

3. Evaluate

What stage of the Application Portfolio Rationalization involves recommending actions to take such as replacement, retirement, consolidation, upgrade, or modernize (and next steps are determined)?

4. Decide

What stage of the Application Portfolio Rationalization involves carrying out a decision?

5. Take Action

How many letters are in the capability map?

6

Role Installed with APM that administer data entities such as: indicators, app category groups, families, TPM risk parameters, etc?

APM Admin [sn_apm.apm_admin]

Role installed with APM that can create/update/delete applications and create/update/delete APM programs and targets (contains APM Admin):

APM Analyst [sn_apm.apm_analyst]

Which role is required to see dashboard application 360?

APM Analyst [sn_apm.apm_analyst]

Which role is required to see the APM portal page?

APM Analyst [sn_apm.apm_analyst]

Role installed with APM that can view reports and data?

APM read [sn_apm.apm_read]

Role installed with APM that can create/update/delete applications?

APM user [sn_apm.apm_user]

Which role is required to access the Application Landscape Dashboard?

APM user [sn_apm.apm_user]

The business planner (com.snc.apm.business_planner) plugin is used to :

Access the Business planning portal

What is ServiceNow's definition of APM?

Algorithm-based assessment application used to gain a comprehensive understanding of the applications used in your organization so you can identify redundancies, and decrease budgetary costs

What does application Services Represent?

An instance or environment of a business application such as Development, Test, Quality, Assurance an Production instance

Which one of the dashboards is available with APM?

Application 360 Dashboard

Once business applications are loaded with the critical attributes populated, which dashboard can be utilized in order to provide an overview of the application inventory?

Application Landscape Dashboard

What portfolio is used to track the applications that support your business capabilities and manage them effectively to fulfill the goals of your organization?

Application Portfolio

APM is integrated to Incident Management via ITSM through a/an____________________?

Application Service

Total number of an application in a fiscal period.

Application Weight

What stakeholder is interested in application volume of incidents and application upgrade costs?

Application owners

What is the aggregation of indicators on the application scoring profile attached to the business application?

Application scores

Which of the following represents an instance of a business application?

Application service

APM integrates with ITSM in order to:

Asses the incidents, problems, and changes for the applications

APM integrates with IT Financial Management in order to:

Assess application costs and associate breakdowns

What does APM extract with SAM Premium?

Automatically populates lifecycle data to create software models

Data Certification manages scheduled and on-demand validations of the CMDB data. What are the preconfigured data certification schedules available out-of-the-box?

Business Application Certification Quarterly Business Application Certification On Demand

What concerns Enterprise Architects most?

Business Capabilities supported by applications Technology Standards and life-cycle plans

Role installed with APM that can create/update/delete business capabilities, business units, strategies, goals?

Business Planner [business_planner]

What portfolio is used to view the number of business capabilities defined by your organization that have been assessed and are yet to be assessed, and the number of business applications that support the capabilities but are at a major risk?

Business Portfolio

The APM portal consists of four main sections. What are they?

Business portfolio, Information Portfolio, Application Portfolio, and Technology Portfolio

The Open Group Architecture Framework (TOGAF) is a framework for enterprise architecture that provides an approach for designing, planning, implementing, and governing an enterprise IT architecture.

Business, application, data and technology

What can you do with the sn_apm.apm_user role?

Create, update, and delete application rollouts

In core concepts what are the application indicators depending on in the measure step?

Data Sources

What will a firm implement to ensure accurate data on their business applications to have application owner take accountability?

Data certification schedule

What stakeholder cares about business capabilities supported by applications and tech standards/lifecycle plans, along with defining an IT system to support a business strategy?

Enterprise Architects

Who are the ideal users of APM?

Enterprise Architects

Why would you NOT recommend APM to a customer?

Gauge and compare to the IT industry as a whole

What does software asset management (SAM) do in APM?

Gives us lifecycle information about applications

What stakeholder cares about application investment to support mission critical capabilities and technical debt/app rationalization?

IT Leadership

What stakeholder cares about high volume of incidents and application mapping/relationships?

IT Operations

Where does APM reside in ServiceNow?

ITBM

The raw weighted score of the indicator.

Indicator score

In the APM's Guided Setup, what is accomplished in the Application Assessment section?

Indicators are set up to measure the usability, cost, quality, performance, and risk of application

What portfolio is used to store information objects in?

Information Portfolio

What does Service Mapping provide to enhance APM's capabilities?

It uses a top-down approach to identify the specific hardware and software CIs that support a particular service

Total number of capabilities at the ________________ (that has no child capabilities of its own) in all the hierarchies of the business capabilities listed in the left pane.

Leaf level

What is the lowest level of the Capability Hierarchy?

Leaf node

Match the maturity model level: Applications under Management

Level 1: All applications under management in a single system of record

Match the maturity model level: Basic Rationalization

Level 2: Leverage human input and manual analysis to create simple goals

Match the maturity model level: Advance Rationalization

Level 3: Utilize built-in associations to create more powerful analysis

Match the maturity model level: Continuous Optimized Mode

Level 4: Utilize regularly evolving criteria and use cases

In order to automate the generation of scoring, there are several jobs that need to be scheduled to generate the scores for all indicators and business applications across all profiles?

Load Application Indicators and Compute Application Scores

Capability-based planning helps you to understand your business capabilities, and the business applications that support them, to achieve your business goals. The total number of capabilities is displayed for both Business Capabilities and Technology Risk views. What are the different gaps in this capability map?

Major gap (1-4), medium gap (4-7), no gap (7-10)

What can customers do if they don't have software asset management (SAM) premium?

Manually create Software Models

In the APM's Guided Setup, what is accomplished in the Application Classification section?

Metadata is set up to group applications by their functionalities

The relative ranking on a scale of 1 to 10. The higher the value, the better the business application is performing.

Normalized value

Demands are used to capture your strategic goals for the application and is where APM integrates with ______________________

PPM

Which PA plugin is required for the Application Landscape dashboard?

Performance Analytics - Content Pack - Application Portfolio Management [com.snc.pa.apm]

Out of pocket Add-on Plugins, which one allows you to access performance analytics metric of business application associated with Change Requests?

Performance Analytics - Content Pack - Application Portfolio Management and Change Management [com.snc.pa.apm.change_request]

Out of the Add-on plugins, which one allows you to access performance analytics metrics on business application associated with Problem Management?

Performance Analytics - Content Pack - Application Portfolio Management and Problem Management [com.snc.pa.apm.problem]

Out of the Add-on plugins, which one allows you to view the analysis of application portfolios in a landscape page, the application indicator scores in a dashboard, and the Application 360?

Performance Analytics-Content Pack-Application Portfolio Management [com.snc.pa.apm]

The application score is a _______________ of all the ________________ scores for a business application for a fiscal period.

SUM, indicator

What can you run to find missing information in the configuration data?

Scripted audits and desired state audit

To install APM, What privileges do you need?

Sys Admin

Max count for all applications in a fiscal period. Used in the range of values for an indicator.

Target Maximum

Minimum count for all apps in a fiscal period. Used in the range of value for an indicator?

Target minimum

What portfolio is used to view the number of hardware models and software models that are linked to your business applications? You can also get a count of the number of these models that are high risk.

Technology Portfolio

Two deployment-specific plugins require you to make an activation request through HI. Which is one of the plugins?

The business planner plugin

Total number for all applications in a fiscal period?

Total weight

APM integrates with PPM in order to:

Track execution of strategic goals and recommendations

T/F : The Opportunities and Solutions sections allows you to view and/or directly create a program ,goal, or demand by clicking the appropriate link.

True

T/F: If you are not using service mapping to automate the creation of your application services, you can manually create an associate an application service to a business application.

True

What can you do with the sn_apm.apm_admin role?

Update and delete application scores

How can the Common Services Data Model (CSDM) be used?

Utilize the Application Service entity as a key connection to business applications

In order to automate the generation of scoring, there are several jobs that need to be scheduled to see the data on App 360 PA reports?

[Pa App 360] Daily Data Collection

In order to automate the generation of scoring, there are several jobs that need to be scheduled to see trending data on App 360 PA Report?

[Pa App 360] Historic Data Collection

The Application Landscape dashboard is a ______________ dashboard that provides an overview of all the business applications used in the business enterprise. The dashboard provides pre-configured ______________ on business applications.

configurable, reports

What relationship type should you use to relate a business capability to an application service?

consumed by::consumed

Demand Actions represents the different strategic goals for a business application. They are categorize by _______________________, replace, and retire. These values are stored in the _______________________ table and are configurable.

invest, apm_idea_action

A Business Capability describes what a/an ______________________ does.

organization

The Capability Map is a ____________________ representation of the capability based planning with capabilities shown in a hierarchy. Relating a business application by selecting the _____________________ relationship icon.

pictorial, add CI

What relationship type should you use to relate a business application to a business capability?

provide::provided by