Modules Interview Revision — ITSM · CSM · FSM · CMDB · SPM · GRC · ITOM · ITAM · HRSD

مراجعة شاملة لكل الموديولات للمقابلة والاستشارة.
من تفعيل البلجن → كل الصفحات → الدورة الكاملة → Tables/Roles/ACLs → Portals/Workspaces.
الأسلوب: عربية + إنجليزية تكمّلان بعضهما — بدون ترجمة حرفية لأسماء الشاشات.
موسوعة أعمق (12 قسم):
Folder: ../modules/

ITSM — IT Service Management

Activation

Plugins: Incident (default), com.snc.change_management, com.snc.problem, ITSM Best Practice packs.
Navigate: All > System Definition > Plugins or Store. — Open direct
Guided Setup: All > Guided Setup > ITSM — Open direct

All Application Menus (tour)

All > Incident → Create, Open, Unassigned, Major Incidents
All > Problem → Problems, Known Errors, Tasks
All > Change → Normal/Standard/Emergency, Calendar, CAB
All > Service Catalog → Items, Order Guides, Record Producers
All > Knowledge → Articles, Bases, Categories
All > Service Level Management → SLA Definitions, task_sla

Key Tables

Roles (hierarchy)

admin → itil_admin → itil → sn_change_write / problem_admin / knowledge
ess (employee self-service — no itil)

ACLs & Security

• Table/field ACLs on incident, change, etc.
• itil role for agents; incident_manager for managers.
• Domain separation (optional enterprise).

Lookups & Assignment

• Priority Lookup: Impact × Urgency → Priority (dl_matcher).
• Assignment Rules: All > System Policy > Assignment. — Open direct
• Data Lookup: auto-fill fields from conditions.

Business Rules (typical)

• Auto-priority, auto-assignment (prefer Assignment Rules).
• P1 notification, Major Incident flag.

Portals & Workspaces

Full Implementation Cycle

Foundation (users/groups/roles) → CMDB baseline → Assignment + Priority
→ SLA → Catalog + KB → Change models → Portal/EC → SOW → Reports/PA → ATF

Interview Q&A

Q: REQ vs RITM?
A: One REQ (order); each catalog item = one RITM; fulfillment = sc_task(s).

Q: Normal vs Standard Change?
A: Standard = pre-approved catalog; Normal = CAB; Emergency = fast track.

Q: SLA pause?
A: When incident On Hold — pause condition on task_sla.

Deep file: ../modules/ITSM.md

CMDB — Configuration Management Database

Activation

Core active; Discovery com.snc.discovery, Service Mapping com.snc.service-mapping (licensed).
Guided Setup: All > Guided Setup > CMDB — Open direct

Menus Tour

All > Configuration → CI Class Manager, Servers, Apps, Services
All > Configuration → CI Identifiers, Reconciliation, CMDB Health
All > CMDB Data Manager
All > Discovery → Schedules, Credentials, Status
All > Service Mapping

Key Tables

cmdb_ci, cmdb_ci_server, cmdb_rel_ci, cmdb_rel_type, IRE metadata tables.

Roles

cmdb_admin, discovery_admin, itil (read/use CI).

ACLs

CI read often broad for itil; write restricted to cmdb_admin/discovery.

IRE (Identification & Reconciliation)

• Identification: Is this a new CI or existing?
• Reconciliation: Which source wins for each field?
• Coalesce on Import Sets — same concept for imports.

CSDM Domains

Foundation → Design → Manage Technical Services → Sell/Consume.

Portals & Workspaces

CMDB Workspace /now/cmdb, SOW /now/sow/home, Dependency View on CI form.

Implementation Cycle

CSDM scope → CI classes → IRE rules → populate (Discovery/Import/Mapping)
→ relationships → CMDB Health → consume in ITSM/Change

Interview Q&A

Q: table per class?
A: Each CI class = table extending cmdb_ci; sys_class_name identifies class.

Q: Discovery vs Service Mapping?
A: Discovery = bottom-up infra; Service Mapping = top-down app services.

Deep file: ../modules/CMDB.md

ITOM — IT Operations Management

Activation

Discovery, Service Mapping, Event Management (com.snc.sa.server), Cloud plugins.
Guided Setup: ITOM / Discovery.

Menus Tour

All > Discovery → Home, Schedules, Credentials, Networks, Probes
All > MID Server > Servers
All > Service Mapping
All > Event Management → Connectors, Rules, Alerts
All > Pattern Designer

Key Tables

discovery_status, ecc_queue, em_event, em_alert, em_connector_instance.

Roles

discovery_admin, evt_mgmt_admin, service_mapping_admin.

MID Server

On-prem agent; talks to instance via ecc_queue; required for Discovery behind firewall.

Portals & Workspaces

Discovery Home, Service Mapping UI, Event Management workspace, CMDB/SOW.

Implementation Cycle

MID install → credentials → IP ranges → schedules → CIs via IRE
→ Service Mapping → Event connectors → alert→incident → CMDB Health

Interview Q&A

Q: em_event vs em_alert?
A: Event = raw; Alert = correlated/grouped actionable signal.

Q: Why MID?
A: Secure bridge — instance doesn’t scan customer network directly.

Deep file: ../modules/ITOM.md

CSM — Customer Service Management

Activation

Store: com.sn_customerservice. Guided Setup: CSM.

Menus Tour

All > Customer Service → Cases, Accounts, Contacts, Consumers
All > Customer Service → Entitlements, Contracts, Products
All > Advanced Work Assignment
All > Playbooks
Service Portal → Customer Portal /csm

Key Tables

sn_customerservice_case, customer_account, customer_contact, sn_customerservice_consumer, sn_entitlement, service_contract.

Roles

sn_customerservice_agent, sn_customerservice_manager, sn_customerservice.customer, consumer.

ACLs & Entitlements

Entitlement = eligibility for support; contract SLA attached.

Assignment

AWA (Advanced Work Assignment) — skills, capacity, queues.
Not classic Assignment Rules for cases.

Portals & Workspaces

Implementation Cycle

Accounts/Contacts → Products → Entitlements/Contracts → Channels
→ Case config → AWA → Playbooks → Portal → CSM↔FSM/ITSM integration

Interview Q&A

Q: B2B vs B2C?
A: B2B = account+contact; B2C = consumer record.

Q: AWA vs Assignment Rule?
A: AWA = skills/capacity routing for cases; preferred in CSM.

Deep file: ../modules/CSM.md

FSM — Field Service Management

Activation

Store: com.snc.work_management. Guided Setup: FSM.

Menus Tour

All > Field Service → Work Orders, Tasks, Dispatch, Territories, Skills
All > Inventory → Stockrooms, Parts
Dispatcher Workspace /now/fsm/dispatcher
Now Mobile / Mobile Agent app

Key Tables

wm_order, wm_task, dispatch_group, cmn_location, inventory inv_*.

Roles

field_service_dispatcher, field_service_agent, field_service_admin.

Assignment / Scheduling

Manual dispatch board, Auto Dispatch, Dynamic Scheduling, Appointment Booking.

Portals & Workspaces

Dispatcher Workspace, CSM portal for customer, Mobile for technicians.

Implementation Cycle

Locations/Territories → Skills → Technicians → Dispatch groups
→ Inventory → WO config → Mobile → CSM integration

Interview Q&A

Q: WO vs WO Task?
A: Order = container; Task = unit of work for one technician visit.

Deep file: ../modules/FSM.md

SPM — Strategic Portfolio Management

Activation

PPM, Demand, Resource, Agile plugins from Store/Plugins.
Guided Setup: SPM/PPM.

Menus Tour

All > Innovation → Ideas
All > Demand → Workbench
All > Project → Planning Console, WBS
All > Resource → Workbench
All > Agile Development → Board, Sprints
All > Strategic Planning / Roadmaps
All > Financial Management

Key Tables

idea, dmn_demand, pm_project, pm_project_task, pm_portfolio, pm_program, resource_plan, rm_story, rm_sprint.

Roles

it_project_manager, resource_manager, it_demand_manager, scrum_master.

Implementation Cycle

Fiscal calendar → Idea/Demand intake → Assessment → Project templates
→ Resource plans → Agile/Waterfall execution → Financials → Portfolio dashboards

Portals & Workspaces

Idea portal /sp, Demand/Resource Workbenches, Planning Console (not classic portal).

Interview Q&A

Q: Portfolio vs Program vs Project?
A: Portfolio = strategic bucket; Program = related projects; Project = deliverable.

Deep file: ../modules/SPM.md

GRC / IRM — Governance, Risk, Compliance

Activation

com.sn_compliance, com.sn_risk, com.sn_audit, VRM plugins.
Guided Setup: GRC/IRM.

Menus Tour

All > Policy and Compliance → Authority Docs, Policies, Controls, Indicators
All > Risk → Register, Assessments
All > Audit → Engagements
All > GRC → Issues, Remediation
All > Vendor Risk Management

Key Tables

sn_compliance_policy, sn_compliance_control, sn_risk_risk, sn_grc_item (profiles), sn_grc_issue.

Roles

sn_compliance.admin, sn_risk.manager, sn_audit.admin, sn_grc.reader.

GRC Engine

Authority Document → Citation → Policy → Control → Indicator → Issue
Profiles scope entities (apps, depts, vendors)

Portals & Workspaces

Attestations via /sp//esc; IRM Workspace /now/grc.

Implementation Cycle

Profiles → Authority docs → Policies/Controls → Risk framework
→ Indicators/monitoring → Issues/remediation → Audit engagements

Interview Q&A

Q: Profile purpose?
A: Scoping entity — links controls and risks to what you’re governing.

Q: Inherent vs residual risk?
A: Inherent before controls; residual after treatment.

Deep file: ../modules/GRC.md

HRSD — HR Service Delivery

Activation

com.sn_hr_core, com.sn_hr_case_management, Lifecycle Events, COE plugins.
Guided Setup: HRSD.

Menus Tour

All > HR Administration → Profiles, Services, COE, HR Criteria
All > HR Case Management → Cases, Tasks, Knowledge
All > HR Lifecycle Events → Onboarding/Offboarding
All > Employee Center → Topics, Taxonomy, Content

Key Tables

sn_hr_core_case, sn_hr_core_profile, sn_hr_le_case, COE tables sn_hr_core_case_*.

Roles

sn_hr_core.basic, sn_hr_core.case_writer, sn_hr_core.manager, sn_hr_core.admin, COE-specific roles.

HR Criteria (critical)

Security engine — who sees which HR case/data — most tested in CIS-HR.

Portals & Workspaces

Implementation Cycle

HR Profiles → HR Criteria (first!) → COEs → HR Services
→ Cases/Knowledge → Lifecycle Events → Employee Center → Integrations (Workday)

Link to our app

Scope x_786686_hr_leave publishes leave request to Employee Center.
File: ../09_MODULES_AND_INTEGRATION.md

Interview Q&A

Q: HR Case vs ITSM Incident for employee?
A: HR Case in HRSD with HR Criteria — not ITSM incident.

Q: Lifecycle Event?
A: Multi-team journey (onboarding) with Activity Sets fan-out tasks.

Deep file: ../modules/HRSD.md

ITAM — IT Asset Management (HAM / SAM)

Activation

Plugins (order): com.snc.asset_management → com.snc.hardware_asset_management → com.snc.procurement → SAM from Store if needed.
Navigate: All > System Definition > Plugins or Store. — Open direct
Guided Setup: All > Guided Setup → IT Asset / Hardware Asset / Procurement. — Open direct

Menus Tour

All > Asset
 ├─ Hardware Assets / Model Library / Stockrooms
 ├─ Transfer Orders / Software Licenses (SAM)
 └─ Administration / Lifecycle
All > Procurement
 ├─ Purchase Orders / Vendors / Receive
All > Contract Management (SAM entitlements)
All > Service Catalog (hardware catalog items)

Key Tables

Roles

asset, ham_admin, sam_admin, procurement_admin, stockroom_admin, asset_manager.

HAM vs SAM vs CMDB

Portals & Workspaces

Implementation Cycle

Models + stockrooms → lifecycle → catalog item
→ Request → PO → Receive → alm_hardware (in_stock)
→ Deploy (in_use) → link CI → maintain → retire
(SAM) entitlements → discovery installs → reconciliation → compliance

Interview Q&A

Q: HAM vs SAM?
A: HAM = physical assets, stockroom, deploy/retire. SAM = licenses, entitlements, compliance, reclamation.

Q: ITAM vs CMDB?
A: ITAM = lifecycle/cost/stockroom/licensing. CMDB = configuration & service impact. Link via CI on asset.

Q: How does catalog request become an asset?
A: sc_req_item → procurement PO → receive → creates alm_hardware → deploy to user.

Deep file: ../modules/ITAM.md (§3 activation, §8 labs, §12 consultant playbook)

Cross-Module Comparison (Interview Table)

Module Study Order for Interview

1. CMDB + ITOM (foundation)
2. ITAM (assets — after CMDB)
3. ITSM (processes)
4. HRSD or CSM (service apps)
5. FSM (if CSM path)
6. SPM + GRC (governance)

Master platform guide:
File: 00_MASTER_DEV_ADMIN_INTERVIEW.md

Scripts/API:
File: 01_SCRIPTS_FUNCTIONS_DEEP_DIVE.md