Asset number: 0001233

How to import the stories xlsx into the rm_story table in the ServiceNow Agile Develo
0. In case you don't want to import the one or more of the columns from this xlsx, remove the column from this spr

1. Understand the product model structure in ServiceNow: EITHER

a) the product name stated in the product column exists in your product model table (here, the correct product mod
story form OR
b) put the existing product name into the product column (A)
2. In the ServiceNow Agile Development app, open the "Stories" module to open the story list.
3. Right click on any column header and choose "Import" - choose the downloded file and make sure you import the
4. Verify that the imported Stories are visible in the list when opening the "Stories" module
Product Theme Short description
Discovery Discovery Configuration Item (CI) Types/Classes
Governance in Scope

Discovery Discovery Determine Master Data Sources for In-

Governance scope CI
Discovery Cloud Discovery Identify Cloud Providers and
Resources

Discovery Installation Prepare Infrastructure for MID Servers

Discovery Installation Enable appropriate plugins for

Discovery

Discovery Installation Download and Install updated

Discovery and Service Mapping
Patterns
Discovery Installation Install on-premise MID Servers

Discovery Installation Identify & Configure MID Server

Capabilities
Discovery On Prem Discovery Create & Configure Discovery
Behaviors

Discovery Installation Create & Configure Discovery Clusters

Discovery Installation Configure Discovery Properties

Discovery Identity and Security Enter and Validate Credentials

Discovery On Prem Discovery Enable & Configure Discovery for
Windows Servers

Discovery On Prem Discovery Enable & Configure Discovery for Unix

Server

Discovery On Prem Discovery Enable & Configure Discovery for

Network Gear
Discovery On Prem Discovery Enable & Configure Discovery for
vCenter Server

Discovery On Prem Discovery Enable & Configure Discovery for

Database Instances

Discovery On Prem Discovery Enable & Configure Discovery for

Storage Devices
Discovery On Prem Discovery Enable & Configure Discovery for DMZ
Zone Infrastructure

Discovery On Prem Discovery Range Sets & IP Ranges are configured

& associated to MID Servers

Discovery On Prem Discovery Configure Discovery Schedules

Discovery On Prem Discovery Prioritize, Assign & Resolve Discovery

& Pattern errors

Discovery Patterns Modify or Create Discovery Patterns

Discovery Administrative Create Application Discovery Patterns

Discovery Administrative ITOM Content Service

Discovery Administrative ITOM Content Service - SAM

Outcomes

Discovery Cloud Discovery Enable & Configure Cloud Event

Processing (AWS/Azure)

Discovery Cloud Discovery Enable & Configure vCenter Event

Collector
Discovery Discovery Integrate the Discovery CI Types/Data
Governance with current CMDB

Discovery Discovery Health Enable & Configure CMDB Health

Dashboard
Discovery Discovery Health MID Server Dashboard

Discovery Discovery Review Discovery Troubleshooting

Governance Guide
Description
As a CMDB Manager and Discovery Admin, I need to populate the CMDB with base
discoverable CI Classes, so that they can be selected for ITSM processes for Day 1 go live
implementation; Incident, Problem and Change. I will provide a approximate number of CI's
per class so that we know when we are at least 80% discovered of the CIs in our environment.
The list of CIs need to be identified in the Discovery Configuration Console. The list of classes
are as follows:

Servers by OS: (Windows, Linux, ESX (if discovering vCenter datacenters)

Network Gear (IP Switches, IP Routers, Firewalls, Wireless Access Points)
UPS, PDUs
VMWare DataCenter - Discovers suppporting CIs
Network Printers

Technical Approach:
Use the Discovery Configuration Console to manage what kind of CIs and CI information you
want to discover.

Follow the product documentation:

https://docs.servicenow.com/csh?
topicname=c_DiscoveryConfigurationConsole.html&version=latest

As the Discovery customer, I need to define master data sources for all in-scope classes, so that
we can be sure how each class is populated.

Example
Laptops/Computers are being populated with either:
Service Graph Connectors - SCCM
or
Agent Client Collector - Visibility, or another 3rd party integration
As a Discovery customer, I need to discover cloud discovery on these environments, so that I
can collect detailed information about our coloud based infrastructure.

___ vCenter
___ Azure
___ AWS
___IBM
___ Google

1. Identify administrative accounts (service/principal accounts)

2. Create Discovery schedule for cloud discovery
3. Discover the desired logical data centers
4. Validate populated data

As a Discovery customer, I need to ensure MID Servers will cover all my data centers. I will
work with the ServiceNow consultant to identify these locations, this is so that our schedules
will complete on time and not have high CPU or memory issues.

Review MID Server Technical Requirements

Identify Data Centers and Security Zones
Identify Number and Location of MID Servers
Identify MID Server IP Ranges
Identify MID Server Clustering Requirements

As the Discovery admin, I need to request that the appropriate plugins be enabled for
Discovery for all corporate instances. These plugins include:

Discovery [com.snc.discovery]
When the Discovery plugin is activated, the following plugins are also activated:
The Cloud Provisioning and Governance Core [com.snc.cloud.core] plugin is also activated to
provide functionality for Azure and AWS discovery
The ITOM Licensing [com.snc.itom.license] plugin
Discovery Admin Workspace [sn_disco_workspace]
ITOM Content Service [sn_smart_content]

- External Credential Storage (is IRM using External Credential Store?) (TBD with customer)

As the Discovery admin, I need new pattern content to be available to Discovery so that I can
utilize the latest patterns available in the store once a month.
As a Discovery customer I need MID Servers installed in my environment, so that Discovery
jobs can execute and return data to the ServiceNow instance.

Separate MID Servers should be setup to communicate with the ServiceNow development,
test, and production instances according to the outlined architecture from the workshop.

As a Discovery Administrator, I need to Identify MID Server Capabilities and Applications

(modules)
As a Discovery Administrator, I want to define behaviors that can be leveraged in the discovery
schedules. As a Discovery Administrator I have to create the 'behaviors' prior to creating the
schedules thus allowing the selection of the appropriate behavior for the newly created
discovery schedule.

As a Discovery Administrator, I want to define MID Server load balancing and failover clusters
based on my requirements.
As a Discovery Administrator, configure the Discovery properties and MID Server properties to
leading practices as found in the Discovery Troubleshooting guide in Now Create. This is so that
I can reduce the number of discovery errors.

Technical Approach: Use these recommended settings

System Property
glide.class.downgrade.enabled - Set to false
glide.class.switch.enabled - Set to false
glide.discovery.domain.name.nbt - Set to false
glide.discovery.enable_file_tracking - Set to false
glide.discovery.hostname.dns_nbt_trusted - Set to false
glide.discovery.max_concurrent_invocations_per_schedule - Set to 1 The default value is 3. A
value of 0 or any negative number will disable this restriction
glide.wmi.assigned_to_always_overwrite - Set to false
mid.discovery.credentialless.enable - Set to false

As a Discovery administrator, I need the customer to enter the required credentials into the
ServiceNow instance, according to the requirements on the Docs page. After entry, credentials
should be tested against a number of devices to ensure they are working.
As a Discovery Administrator, I would like to have Discovery scan all my Windows server in
Data Centers, with all OOB attributes. Tasks included are:
1) Port check for Windows server discovery - Check communication between Windows servers
and MID server on TCP port 135 and DCOM ports
2) Validate credentials for Windows server - Validate credentials with local admin rights and
login disabled for Windows server
3) Discovery of Windows server
- Start Discovery of Windows server
- Initial start with Development Environment
- Start up with 5 Windows server and increase after initial reviews

As a Configuration owner manager, I would like to have Discovery scan all my Linux/Unix server
in Data Centers, with all OOB attributes. Tasks included are:
1) Port check for Unix server discovery - Check communication between Unix servers and MID
server on TCP port 22
2) Validate credentials for Linux/Unix server - Setup credentials with general Unix user and
SUDO access on shared lists of commands for Linux/Unix server
3) Discovery of Linux/Unix server
- Start Discovery of Linux/Unix server
- Initial start with Development Environment
- Start up with 5 Linux/Unix server and increase after initial reviews

As a Discovery Administrator, I would like to have Discovery scan all my Network Devices in
Data Centers, with all OOB attributes. Tasks included are:
1) Port check for Network Gear discovery - Check communication between various types of
network devices and MID server on UDP port 161/162
2) Validate credentials for Network Devices
- Setup SNMP v1/v2 read only community string with Client for all the Network Devices
- Setup SNMP v3 credentials with Client for all the Network Devices (if required)
- Setup SSH credentials with Client for the Network Devices (if required)
3) Discovery of Network Devices
- Start Discovery of Network Devices
- Initial start with Development Environment
- Start up with 5 Network devices of each type (Router/Switch/Printer/Firewall/VPN) and
increase after initial reviews
As a Discovery Administrator, I want to discover my VMware infrastructure via vSphere
discovery. Tasks included are:
1) Validate credentials for ESXi Hosts - Validate read only VMWare/vSphere credentials with
Client for ESXi Hosts
2) Discovery of vCenter and ESX/ESXi Hosts
- Start Discovery of vCenter and ESX/ESXi Hosts
- Initial start with Development Environment
- Start up with 1 vCenter and increase after initial reviews

As a Discovery Administrator, I would like to have Discovery scan all my Database Instances in
Data Centers, with all OOB attributes, so that I can create incident and change tickets to
manage and update these CIs.

Tasks included are:

1) Port check for Database Instances - Check port communication between MID server and
various types of DB instance, e.g. 1433 for SQL, 3306 for MySQL, 1521 for Oracle
2) Setup and validate credentials for Database instances - Setup and validate read only
Applicative credentials with Client for Database instances (SQL/Oracle)
3) Discovery of Database instances
- Start Discovery of Database instances (SQL/Oracle)
- Initial start with Development Environment
- Start up with 2 Database instances of each type and increase after initial reviews

As a Discovery Administrator, I would like to have Discovery scan all my Storage servers in Data
Centers, with all OOB attributes.

Technical Approach:
1) Port check for Storage Devices Check port communication between MID Server and Storage
devices on port 5988/5989
2) Setup credentials for Storage devices - Setup CIM credentials with Client for Storage devices
(for all the storage vendors/type) via SMIs provider
3) Discovery of Storage devices
- Start Discovery of Storage devices
- Initial start with Development Environment
- Start up with 2 Storage devices of each type/vendor and increase after initial reviews
As a Discovery Administrator, I would like to have Discovery scan all my Servers, Network
Devices, Database Instances and Storage Devices in DMZ Zone(s), with all OOB attributes, so
that I can create incidents and change requests against these CIs.

Technical Approach:
1) Setup Connection for the DMZ Environment
- Setup connection for the DMZ environment (if required need to install mid server within
DMZ)
- Open any necessary ports to scan as mentioned in User Stories STRY0107703, STRY0107712,
STRY0104710, STRY0107716, STRY0107718, STRY0107720

2) Setup/Validate Credential for DMZ environment - Add additional credentials for the DMZ
environment if necessary, as mentioned in User Stories STRY0107703, STRY0107712,
STRY0104710, STRY0107716, STRY0107718, STRY0107720

3) Discovery - Run the Discovery Scan for DMZ

As a Discovery Administrator, I need to load the IP Ranges into Range Sets & associated with a
MID Server on the same VLAN, broken down by Location so that I can manage them effectively.

As a Discovery Administrator, I need to set up Discovery Schedules to run periodically against

my infrastructure, and update my CMDB with the most recent data, so that my CMDB is
populated with the most recent updates and changes to CIs.

As a Discovery Administrator, I want all of my Discovery & Pattern logs examined for errors, so
that the errors will be resolved if the error results in failure to discover required CIs.

(optional) As a Discovery Administrator, I need to discover a new device which is not covered
by the current Patterns so that our organization can capture changes or incidents on these
configuration items. I will need do this if no pattern exists in the instance or in the store release
for Discovery or Service Mapping patterns.

Collect the requirements for this device type, create the appropriate CI Type and Identifiers,
and proceed to creating either Patterns or Probes/Sensors that will satisfy the requirements.

(A story for each new Pattern) (Typically Phase 2)

As a Discovery Administrator, I would like to leverage AI suggested Application fingerprints to

build new pattern using categorized process classifiers within a Workspace, so that I can avoid
manually creating patterns.
As a Discovery Administrator, I would like to crowd source the discovered application
fingerprints with the Content service so that I can receive library updates.

As a Discovery and/or Asset Administrator, I wou like to adjust the following process classifier
categories so that I can create Installed Software.

Note: The BPC should review the Smart Content Categories with the Software asset and CMDB
Managers.

As a Discovery customer, I want changes to my AWS and or Azure cloud CIs to be updated in
the CMDB in real time, so that virtual instances can be maintained without human interaction.

As a vCenter Owner, I need the ability for vCenter lifecycle events to be captured and sent to
ServiceNow, so that my CMDB is accurate.
As a Discovery Administrator, I may need to integrate/migrate current CMDB CI Data into a
different CI type that may be in conflict with the OOTB default CI types. This type of
integration/migration will be determined after initial Discovery testing.

As a CMDB Administrator, I want to monitor the health of the CMDB for correctness,
compliance and completeness
As a Discovery Admin, I need be familiarized with the MID Server Dashboard so that I can
understand when I might be having issues with the MID Servers.

As a Discovery admin, I need to understand the configurations made in my environment and to

have a guide to help me troubleshoot errors after the project is over so that I can continue to
reduce the discovery errors and continue to populate the CMDB.

Tech approach: Share the Discovery Troubleshooting guide found in Now Create :
https://nowlearning.servicenow.com/nowcreate?
id=nc_asset&asset_id=55e3870247e921505cbdaf44846d43a0
Acceptance criteria
I know this is done when the Configuration Console has been properly discovered and classes
that are not selected will not populate the CMDB.

I know this is done when I can see the Discovery source field on the CI record is populated by
the accurate source.
I know this is done when I can see the DataCenter tables are populated and when all desired
data centers in all cloud providers are configured and cloud resources are being discovered
and added to the CMDB AWS - [cmdb_ci_aws_datacenter] Azure-
[cmdb_ci_azure_datacenter] vCenter - [cmdb_ci_vcenter_datacenter]

I know this is done when I have documented the data centers and security zones to be
discovered, documented MID Server technical requirements, number, and locations.
Document MID Server IP ranges. Document MID Server clustering requirements.

I know this is done when I navigate to Discovery in the Application Navigator and I am able to
do a cloud discovery.

I know this is done when the Discovery and Service Mapping Patterns application has been
installed from the ServiceNow store on all instances.
This is complete when the MID Servers are installed and communicating to the ServiceNow
instance and have line of sight to the target devices.

I know this is done when the MID servers have their capability and application configured

This is complete when all behaviors have been configured in ServiceNow

I know this is done when clusters have been configured and the running schedule show that
the MID servers are load balanced.
I know this is done when the properties have been configured to leading practices.

I know this is done when all credentials have been tested and validated to be working.
Credential types: SNMP and ACLs Windows Credentials Selective Linux Credentials vCenter
Credentials ESXi Credentials External Store Credentials Cloud Service Accounts and Credentials
Identify Test Targets Per Credential Type in Each Security Zone Run Discovery Against 10
Windows Hosts Run Discovery Against 10 Linux Hosts Run Discovery against 10 Network
Devices Run Discovery Against a Cloud Datacenter Document Credential Test Results
I know this is done when Windows server CIs/ Attributes are populated in the Windows CI
Class and reviewed with Windows Server Admin and CMDB subject matter experts

I know this is done when Linux/Unix server CIs / Attributes are populated on the correct CI
Class, and reviewed with customers Linux / Unix server and CMDB subject matter experts

I know this is done when the Network Device CIs / Attributes are populated on the correct
child classes like IP Switch and IP Router, and reviewed with customer's Network and CMDB
subject matter experts.
I know this is done when the ESX / ESXi Host CIs / and vCenter CIs like images, templates and
datacenter CI Classes are populated and reviewed with customer's vCenter and CMDB subject
matter experts.

I know this is done when the Database CIs / Attributes are populated on the correct CI classes
dependent on model and manufacturer and reviewed with customer's DBAs and CMDB
subject matter experts.

I know this is done when all the Storage Device CIs / Attributes that are in scope have been
reviewed with customer's Storage admin and CMDB subject matter experts.
I know this is done when the DMZ Device CIs / Attributes are populated on the correct CI
Classes, and reviewed with customer's Security / DMZ and CMDB subject matter experts.

I know this is done when I perform a test discovery of the schedule and the IPs within that
range has discovered CIs.

I know this is done after a test run of the Discovery Schedules, and they have completed on
time and completed with no errors or issues with the Max run time.

I know this is done when errors have been resolved from the enabled schedules and the
customer Discovery admin has the ability to manage ongoing errors.

I know this is done when the Patterns or Probes/Sensors are running correctly, and the
resulting CIs have been verified by the CMDB administrator. Ensure changes did not negatively
affect other devices.

I know this is done when I can view the Discovery Admin Workspace and see the suggested
application fingerprint suggestions.
I know this is done when I can view in the Discovery Admin Workspace the suggested
application fingerprints and I can decide to ignore selected suggestions and view them under
"Ignored Applications."

I know this is done when the "Create Installed Software" is set to true and State is not set to
"Off" for the Smart Content Categories that have been chosen.

I know this is done when I can terminate a AWS EC2 instance and it is reflected in near real
time with the CMDB Class the CI is associated.

This is complete when changes in the vSphere environment are automatically updating the
CMDB.
I know this is done when the discovered devices are integrated into the appropriate CI
type/class.

I know this is complete when the CMDB Health Dashboard have been configured and data has
been verified.
I know this is done when I can navigate to the MID Server dashboard and understand that it
has a new look in Vancouver and will provide me with information related to MID Server CPU
usage among other metrics.

I know this is done when I have reviewed common errors with the technical consultant and
can refer to this document after the project.
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