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Servicenow-CIS-EM exam Format | Servicenow-CIS-EM Course Contents | Servicenow-CIS-EM Course Outline | Servicenow-CIS-EM exam Syllabus | Servicenow-CIS-EM exam Objectives

Exam Code: CIS-EM

Exam Name: ServiceNow Certified Implementation Specialist - Event Management

Number of Questions: 30 scored questions (multiple-choice- multiple-select- and true/false formats; may include up to 4 additional unscored questions for future exam development)

Time Allotted: 90 minutes

Passing Marks: Estimated ~70%

Exam Format: Online proctored or at a testing center



Event Management Overview 15-20%



- Event Management Fundamentals:

- Definition of events as discrete occurrences that have significance for IT operations management or business processes.

- Distinction between events- alerts- and incidents: Events are raw data points; alerts are processed events indicating potential issues; incidents are confirmed disruptions requiring resolution.

- Value proposition: Reduces mean time to detect (MTTD) and mean time to resolve (MTTR) by automating event processing and correlating with configuration items (CIs).



- ITOM Visibility and Event Management Role:

- Overview of IT Operations Management (ITOM) suite: Event Management as a component alongside Discovery- Service Mapping- and Cloud Management.

- Business outcomes: Improved service availability- reduced downtime- and enhanced operational efficiency through real-time monitoring.



- Event Processing Workflow:

- High-level flow: Event ingestion → Processing (rules- filters) → Alert creation → Notification and task generation.

- Event: A record in the em_event table representing an occurrence (e.g.- threshold breach).

- Alert: A record in the em_alert table- created when an event matches criteria indicating a potential issue.

- CI Relation: Association of events/alerts to Configuration Items (CIs) from the cmdb_ci table for impact analysis.

- Additional Information (Additional Info): JSON payload in events carrying contextual data like node- metric- and severity.



- Roles and Permissions:

- Core roles: evt_mgmt_admin (full access to Event Management)- evt_mgmt_operator (view and update alerts/tasks)- itil (basic incident-related access).

- Security considerations: Field-level access controls on em_event and em_alert tables.



Architecture and Discovery 20-25%



- Event Management Architecture:

- Core components: Event Management engine- MID Servers for connector communication- and integration with the Common Event Format (CEF) or SNMP traps.

- Scalability: Horizontal scaling via multiple nodes- use of ECC Queue for inbound event queuing.

- Integration points: With ITOM Health (AIOps) for anomaly detection and Orchestration for automated remediation.



- Discovery Integration:

- Role of ServiceNow Discovery: Populates the CMDB with CIs- enabling event correlation to business services.

- Event rules leveraging Discovery data: Mapping events to CIs via identification rules and relationship mapping.

- MID Server: Managed Instance Discovery Server- a lightweight agent for secure communication between ServiceNow instance and external sources.

- Connector: Plugins like REST Message or SNMP Connector for event ingestion (e.g.- ServiceNow Event Management Connector).

- CMDB (Configuration Management Database): Central repository of CIs; events query cmdb_ci for impact exam.

- Identification and Reconciliation Engine (IRE): Ensures unique CI identification during Discovery to avoid duplicates.



- System Requirements and Setup:

- Prerequisites: Activation of Event Management plugin (com.glide.itom.event_management)- MID Server installation.

- Monitoring setup: Configuring probes and sensors in Discovery for infrastructure monitoring.



- Data Ingestion Methods:

- Protocols: Syslog- SNMP- REST API- WMI.

- Queue management: Inbound actions on ecc_agent queues for processing.



Event Configuration and Use 25%



- Event Rules and Processing:

- Event Rule sets: Collections of rules applied to incoming events for transformation- filtering- and alert creation.

- Rule types: Transform & Compose (modifies event fields)- Manual (custom scripts)- Auto (AI-based classification).

- Workflow: Event arrives → Matches rule set → Applies filters/transforms → Creates alert if criteria met.



- Alert Management:

- Alert policies: Define aggregation (grouping similar alerts)- correlation (linking to incidents)- and notification rules.

- Use cases: Deduplication of events from the same source- severity mapping (e.g.- Critical- Major- Minor).



- Configuration Best Practices:

- Field mapping: Standardizing event fields like source- type- severity- node- description- metric- resource.

- CI binding: Using transform maps to associate events with CIs.

- Event Filter: Conditions to include/exclude events (e.g.- source IP != "blacklisted").

- Event Transform Map: Maps external event fields to ServiceNow em_event fields (e.g.- external "sev" to "severity").

- Alert Aggregation: Grouping alerts by CI or type to reduce noise (e.g.- bucket alerts in em_alert_aggregate).

- Event Field Dictionary: Core fields include type (default- operational- heartbeat)- severity (1-5 scale)- node (hostname/IP)- description (human-readable summary).

- Rule Set: Ordered list of event rules; default "Event Management Default" processes all events.



- Advanced Configuration:

- Custom scripts: Business rules on em_event for enrichment (e.g.- GlideRecord queries to CMDB).

- Integration with AIOps: Event Impact Analysis for prioritizing based on business impact.



Alerts and Tasks 20%



- Alert Lifecycle:

- States: New- Open- Resolved- Closed; transitions via business rules or manual assignment.

- Correlation: Linking alerts to incidents via alert groups or CI relations.



- Task Generation:

- Automated workflows: From alerts to incidents (em_incident table) or problems using Flow Designer or Orchestration.

- Assignment rules: Based on CI owner- assignment groups- or event source.



- Notifications and Reporting:

- Notification policies: Email/SMS triggers on alert creation/update.

- Dashboards: Event Management Dashboard for alert trends- using Performance Analytics.

- Alert Group: Logical grouping of related alerts (e.g.- by service) for bulk management.

- Event Task: Generic task (task table) spawned from alerts; subtypes include em_alert_task for custom actions.

- Correlation ID: Unique identifier for linking related events/alerts (e.g.- UUID in additional_info).

- Impact Tree: Visual representation of CI dependencies affected by an alert.

- Remediation Task: Workflow-generated task for resolution- often integrated with Change Management.



- Incident Integration:

- Event-to-Incident rules: Criteria for auto-creating incidents (e.g.- severity > 3).

- Closure policies: Auto-resolve incidents when related alerts close.



Event Sources 15-20%



- Common Event Sources:

- Monitoring tools: Nagios- SolarWinds- SCOM (System Center Operations Manager) via connectors.

- Cloud providers: AWS CloudWatch- Azure Monitor- GCP Stackdriver events.

- Network devices: SNMP traps- Syslog messages.



- Connector Configuration:

- REST/SOAP APIs: Polling or push-based ingestion using REST Message V2.

- Third-party integrations: Pre-built connectors in IntegrationHub (e.g.- for IBM Tivoli).



- Payload Handling:

- Parsing: Using transform scripts to extract fields from JSON/XML payloads.

- Security: Authentication via OAuth- API keys; encryption for sensitive data.

- SNMP Trap: Simple Network Management Protocol notification from devices (processed via SNMP MIB).

- Syslog: Standard protocol for log messages; forwarded to ServiceNow via MID Server.

- Webhook: HTTP callback for real-time event push (configured in Event Management Webhooks).

- Connector Instance: Specific configuration of a connector (e.g.- "SolarWinds Connector" with credentials).

- Payload: Raw data in events- often in additional_info as key-value pairs (e.g.- {"cpu_usage": 95}).



- Troubleshooting Sources:

- Logs: Event Management logs (syslog table filtered by source "Event Management").

- Testing: Simulate events via "Create Event" UI action.

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