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on 07-16-2022 05:47 AM
Keypoints
*********
he rollback window is 10 days by default. You can customize this window by modifying the glide.rollback.expiration_days property.
ServiceNow can restore an instance to any point in time, regardless of when a backup is completed. Customer Service and Support provides support 24 hours a day, 7 days a week for assistance with critical post-upgrade issues.
Links to infocards
*******************
https://downloads.docs.servicenow.com/resource/enus/infocard/infocard-itom.pdf
Browser requirements
********************
ATF : Automated Test Framework supports running tests only from desktop browsers. You can't run tests or test suites from tablets, mobile browsers, or the mobile UI. Some desktop browsers require additional configuration.
ServiceNow workspaces do not support Microsoft Internet Explorer or Microsoft Edge
Natural Language Understanding -> For optimal performance on the Now Platform, use the NLU Workbench in Google Chrome, Apple Safari, Mozilla Firefox, or Microsoft Edge. The NLU Workbench isn't supported in Microsoft Internet Explorer.
Policy and Compliance Management -> Policy and Compliance Management requires the latest public release of the browser, and two previous release versions of the following browsers: Chrome, Firefox and Firefox ESR, and Microsoft Edge Chromium Safari 12.0 and later versions
Robotic Process Automation (RPA) Hub -> ServiceNow workspaces do not support mobile devices. ServiceNow workspaces do not support Internet Explorer or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in Browser support.
UI Builder -> Internet Explorer is not supported.
Virtual Agent -> Virtual Agent supports various browsers, including Internet Explorer 11 and Microsoft Edge. However, custom controls are not supported on Internet Explorer 11. For details on other supported browsers, see Browser support.
Walk-up Experience -> You can access Walk-up Experience through the ServiceNow® Workspace. ServiceNow workspaces do not support mobile devices.
If you are on New York or an earlier release and using Internet Explorer 11 or Microsoft Edge with any workspace, such as ServiceNow CSM Agent Workspace or ServiceNow Vendor Manager Workspace, then you must first migrate to a newer browser. After you upgrade to a new browser, you can upgrade to at least the Orlando release.
Workspace -> Workspace does not support mobile devices, and, starting with the Orlando release, Internet Explorer, or Microsoft Edge are not supported. Instead, use Microsoft Edge-Chromium
Accessibility information for all San Diego features and products
*****************************************************************
WCAG compliance
Assessments and Surveys -> WCAG 2.1
Knowledge Management -> (WCAG) 2.0
Mobile -> text-label typography
Natural Language Understanding -> WCAG compliant
Next Experience UI :
Select accessibility preferences in the user preference menu
Show date and time formats on forms.
Replace colors with patterns in charts and graphs.
Enable special keyboard shortcuts.
Enable data table for charts and graphs.
Reduce the motion of animations.
Enable keyboard navigation in classic lists and form fields when Next Experience is enabled.
Service Catalog :
A new tab icon has been added in the tooltip for catalog item names that are truncated because of longer text size in the SC Category Page widget in Service Portal.
Product localization information in San Diego
*********************************************
AI Search : AI Search supports international languages.
Core Now Platform :
Select translations from the following tables for the new locale based on the user language preference.
Translated Name / Field [sys_translated]
Message [sys_ui_message]
Fieldlabel [sys_documentation]
Choice [sys_choice]
TranslatedText [sys_translated_text]
Knowledge Management :
Beginning with the San Diego release, you can request ServiceNow personnel to customize your Languages [sys_language] table. You can create translations of knowledge articles into any combination of language and region configured in the table. These combinations must be in compliance with the Internet Engineering Task Force (IETF) BCP-47 standard.
Localization Framework :
If you are using the Rome release and you are using any custom artifact configurations, then upgrade your artifact configuration records to use Processor Script contract instead of the legacy Read and Save script contract.
Natural Language Query :
NLQ is available in English, Spanish, French, German, and Japanese.
Natural Language Understanding :
The NLU Workbench user interface supports localization.
Password Reset :
A new feature that supports customized process and verification names for end users also supports customized names, which apply in any geographical location
Service Catalog :
You can translate a catalog item into multiple languages using various translation methods. For more information, see Localization Framework.
Virtual Agent :
The Localization Framework is integrated in Virtual Agent Designer.
Changes to plugins in the San Diego release
******************************************
Plugin Status Description Details
Advanced Work Assignment for CSM
[com.sn_csm.awa]
Maintenance mode only. Activating Customer Service (com.sn_customerservice) plugin will activate this plugin.
Agent Intelligence
[com.glide.platform_ml]
Renamed to Predictive Intelligence in New York. Predictive Intelligence enables the creation of machine learning solutions using data in your instance. The plugin provides various capabilities and solution types for training the system to predict, recommend, and drive data outcomes. A trained solution can be invoked by any application through the use of a prediction API.
Agent Intelligence Reports
[com.glide.platform_ml_pa]
Renamed to Predictive Intelligence Reports in New York. The Predictive Intelligence Reports Plugin provides dashboards and reporting for ongoing performances of machine learning solutions that are created under Predictive Intelligence.
Agile Development 1.0
[com.snc.sdlc.scrum.pp]
Deprecated in Paris. Agile Development 1.0 helps you manage and track software development life-cycles through an iterative, incremental, and flexible approach. This plugin (com.snc.sdlc.scrum.pp) is no longer available for activation. For enhanced agile capabilities, you can activate the Agile Development 2.0 plugin (com.snc.sdlc.agile.2.0).
Amazon Web Services
[com.snc.aws]
Deprecated and non-supported. Provided Integration with Amazon Web Services - CloudFormation, EC2 Replaced by Cloud API [com.snc.cloud.api].
Chef Activities
[com.snc.orchestration.activities.chef]
Deprecated in the Now Platform New York release. Uses workflow technology to utilize activities that work with Opscode's Chef product.
Cisco Webex Meetings Spoke
[com.sn.webex_meetings.spoke]
Deprecated in Orlando The Cisco Webex Meetings Spoke for IntegrationHub provides actions that a Process Analyst can use when designing flows. The actions allow them to automate Webex.
Cloud Provisioning and Governance
[com.snc.cloud.mgmt]
Plugin requires a separate subscription. Renamed in Rome Cloud Provisioning and Governance - Integration with AWS, Azure, VMware OOB and extensible to add support for new clouds. Renamed to Cloud Provisioning and Governance plugin from Cloud Management plugin.
Cloud Provisioning and Governance Core
[com.snc.cloud.core]
Renamed in Rome Cloud Provisioning and Governance Core - Discovery and Resource Blocks. Renamed to Cloud Provisioning and Governance Core plugin from Cloud Management Core plugin.
Cloud Provisioning and Governance - Terraform Connector for IBM Cloud Planned for deprecation in the U release.
Cloud Management v1 (CMPv1)
[com.snc.runbook_automation.vmware], [com.snc.aws], [com.sn.azure]
Deprecated in Paris. Transition to Cloud Management v2. Cloud API Framework ( com.snc.cloud.api), Cloud Management Core (com.snc.cloud.core), Cloud Management (com.snc.config.mgmt)
CMDB: IT Fundamentals
[com.sn_apphealth]
Planned for deprecation in the T release. Transition to CMDB Data Workspace/Insights and Data Foundation Dashboard (to be released on ServiceNow Store in September 2021).
CMS User Interface - Service Management Core
[com.snc.service_management.core.cms]
Maintenance mode only. All Content Management System items (blocks, pages, and menus) used to reference core IT self-service applications are packaged in this plugin. It is also the core foundation for all Service Management applications.
Coaching Loops
[com.snc.coaching_loops]
Deprecated in Quebec.
For enhanced capabilities, transition to the new Coaching application (com.sn_coaching).
Collaboration Services
[sn_tcm_collab_hook]
Starting with the Paris release, the Collaboration Services for Task Communications Management plugin is renamed as Collaboration Services. Provides the ability to communicate over Slack.
Configuration Management For Scoped Apps (CMDB)
[com.snc.cmdb.scoped]
Active by default in Rome . Enables scoped apps access to Identification Engine APIs.
Connect Support
[com.glide.connect.support]
Maintenance mode only.
Builds on the Connect messaging platform and enables support agents to provide real-time assistance to end users, using queues.
Content Management
[com.glide.cms]
Maintenance mode only.
Content Management Extended Types
[com.glide.cms.types]
Maintenance mode only. An extension to Content Management that adds iFrames and Flash frames.
You must request the Content Management System (CMS) application from ServiceNow personnel. Instead of activating CMS, use Service Portal for new development. Service Portal is an alternative to CMS with a refined user experience, and is active by default in the base system. See Service Portal and Content Management and Service Portal.
Content Management IFrame Type
[com.glide.cms.type.iframe]
Maintenance mode only.
Content Management Flash Type
[com.glide.cms.type.flash]
Maintenance mode only.
CSM Account Hierarchy
[com.snc.sn_csm_account_hierarchy]
Maintenance mode only.
CSM Lookup and Verify
[com.snc.sn_csm_lookup_verify]
Maintenance mode only.
CSM Workspace
[com.snc.agent_workspace.csm]
Maintenance mode only.
CSM Workspace - Components
[com.csm_workspace_components]
Maintenance mode only.
Document Viewer
[com.snc.documentviewer]
Enables you to view documents directly within the platform rather than downloading them to their own file system.
Embedded Help
[com.glide.embedded_help]
Embedded help is only available in UI16. It is not compatible with UI15.
Employee Document Management
[com.sn_employee_document_management]
Changed in Orlando. Enables you to manage large numbers of employee documents efficiently. Provides storage space and a filing system that allows you to easily retrieve documents, as well as define who can view sensitive documents, and when to purge documents.
Note: To use Employee Document Management, the Human Resources Scoped App: Core plugin must be licensed and activated.
Employee Service Center
[com.sn_hr_service_portal]
Changed in Orlando. Activates a portal framework that allows administrators to build a mobile-friendly self service experience for users. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.
Warning: Be sure that you do not have plugin Human Resources Application: Core activated. This plugin is a new HR application that duplicates some functionality in Human Resources Application: Core. If you have any questions about this plugin, contact your ServiceNow account manager.
Enterprise Release Management
[com.snc.enterprise_release_management]
Deprecated in Quebec.
Enables you to efficiently plan and manage enterprise releases, product releases, and deployment process. For enhanced capabilities, you can transition to Release Management (com.snc.release_management_v2).
ESS Portal (implemented within Content Management)
[com.glide.cms.extensions]
Maintenance mode only. ESS portal content management application. Demo data includes the actual ESS portal. You must request the Content Management System (CMS) application from ServiceNow personnel. Instead of activating CMS, use Service Portal for new development. Service Portal is an alternative to CMS with a refined user experience, and is active by default in the base system. See Service Portal and Content Management and Service Portal.
Event Management Connector
[com.sn_em_connector]
Facilities Move Management
[com.snc.facilities_service_automation.move]
Maintenance mode only.
Planned for deprecation in March 2025 or subscription term end.
Enables single user move functionality as well as Enterprise Move and move planning functionality. Transition to Workplace Service Delivery.
Facilities Service Management
[com.snc.facilities_service_automation]
Planned for deprecation in March 2025 or last subscription term end. Manages facilities requests and enables users to report and track requests by their location. To view requests on a floor plan, the Facilities Visualization Workbench (com.snc.facilities_service_automation.fvw) plugin is required.
Integration files installed when Facilities Visualization Workbench (com.snc.facilities_service_automation.fvw) is also installed.
Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details. Transition to Workplace Service Delivery.
Facilities Service Management CMS Portal
[com.snc.facilities_service_automation.cms]
Maintenance mode only.
Facilities Service Management Mobile
[com.snc.facilities_service_automation_m]
Maintenance mode only. Manages facilities service management mobile components.
Facilities Service Management Floor Plan Viewer
[com.snc.facilities_service_automation.fpv]
Deprecated. Provided a floor plan view as part of Facilities Service Management. The floor plan view has been replaced by interactive facility maps.
Facilities Visualization Workbench
[com.snc.facilities_service_automation.fvw]
Planned for deprecation in March 2025 or subscription term end. Enables the interactive floor plan functionality. Transition to Workplace Service Delivery.
Field Service Management CMS Portal
[com.snc.work_management.cms]
Maintenance mode only. Lets you launch Field Service Automation and other service management applications from a single CMS page.
Finance Service Management
[com.snc.finance_service_automation]
Planned for deprecation in February 2023 or last subscription term end. Lets you launch Finance Service Automation and other service management applications. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.
Finance Service Management CMS Portal
[com.snc.finance_service_automation.cms]
Deprecated in Orlando Lets you launch Finance Service Automation and other service management applications from a single CMS page. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.
GRC: GDPR DPIA Accelerator
[com.sn_irm_gdpr_dpia]
Planned for deprecation in the T release. Migrate to the successor technology called Privacy Management.
GRC: NIST RMF Use Case Accelerator
[app-irm-nist-rmf]
Deprecated in San Diego . This will be replaced by GRC: Continuous Authorization and Monitoring.
GRC: RiskLens Integration
[com.sn_irm_risklens]
Deprecated in November 2020. Migrate to RiskLens ™ Assessment Integration on the ServiceNow Store.
Help The Help Desk
[com.snc.help_the_help_desk]
Deprecated in Quebec. Replaced by Agent Client Collector.
Homepages Changed in San Diego. An action is provided to migrate homepages to dashboards on demand from the sys_portal_page list.
HR Workday Integration
[com.sn_hr_wday]
Deprecated and non-supported.
Human Resources Application: Core CMS
[com.snc.hr.core.cms]
Maintenance mode only. Provides case and knowledge management for HR. Standardizes the documentation, interaction, and fulfillment of employee inquires and requests while having visibility into the quantity and type of cases coming in.
Human Resources Scoped App: Lifecycle Events
[com.sn_hr_lifecycle_events]
Changed in Orlando. Activates the Enterprise Onboarding and Transitions module. Combined with other licensed applications, provides a full-service, employee journeys experience such as onboarding or parental leave of absence for employees and those managing the process.
Human Resources Scoped App: NLU Model
[com.sn_hr_nlu_model]
Changed in Rome . Activates the NLU model used by HR Virtual Agent to identify conversation topics. It provides NLU models in German, French, Spanish, and Japanese languages in addition to the English language NLU model. Renamed to HR Service Delivery NLU Model for Virtual Agent Conversations (sn_hr_nlu). This plugin is available on the ServiceNow Store.
Human Resources Scoped App: Virtual Agent Conversations
[com.sn_hr_virtual_agent]
Changed in Orlando. Activates a conversational bot platform for providing user assistance through conversations within a messaging interface for HR.
Note: To use Virtual Agent for HR, the Human Resources Scoped App: Core and the Glide Virtual Agent plugins must be licensed and activated.
IBM QRadar on IBM E-force Exchange Deprecated in October 2020. Replaced by IBM QRadar Offense Ingestion for Security Operations on the ServiceNow Store.
Incident Alert Management
[com.snc.iam]
Changed in Madrid. Renamed to Incident Communication Management.
Integration - OpenID SSO
[com.snc.integration.sso.openid]
Planned for deprecation the U release. Legacy version of single sign-on used with an external OpenID Provider (OP). OpenID Connect is provided in London but is limited to Web Services. Transition to “Integration - Multiple Provider Single Sign-On Installer” plugin (com.snc.integration.sso.multi.installer) and configure IDP to use OIDC based SSO feature.
Investment Funding
[com.snc.investment_planning], [com.snc.investment_planning_pmo]
Planned for deprecation in the T release. Enables continuous and flexible investment funding for the funding entities based on their priorities and strategic objectives. It provides the options of top-down and bottom-up funding and defunding an entity. Activate Investment Funding on the ServiceNow Store (to be released on Store in September 2021).
iText5 PDF generator
[com.snc.pdf_generator]
Planned for deprecation in the T release. Tool to generate PDF documents. This will be replaced by iText7 PDF generator.
ITSM Mobile
[com.sn_itsm_mobile]
Deprecated in San Diego. ITSM Mobile Experience Migrate to ITSM Mobile Agent on the ServiceNow Store.
ITSM Pro - Service Owner Workspace
[com.spm_owner_workspace]
Planned for deprecation in a future release. Provides a premium Service Portfolio Management experience. Portfolio managers and service owners access an integrated and graphically intuitive user interface to manage and monitor portfolios and services. Migrate to Digital Portfolio Management on the ServiceNow Store.
Knowledge Management V2
[com.glideapp.knowledge2]
Deprecated in Orlando. Activate this plugin to enable support for Knowledge articles.
Legacy Notify
[com.snc.notifynow]
Deprecated in the Now Platform New York release. Enables bi-directional notifications over SMS, voice, and conference bridges. Replaced by Notify [com.snc.notify].
For more information about the changes that happen automatically when migrating to Notify from Legacy Notify, see Migrating from Legacy Notify.
Legal Service Management
[com.snc.legal_service_automation]
Planned for deprecation in February 2023 or last subscription term end. Lets you launch Legal Service Automation and other service management applications. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.
Legal Service Management CMS Portal
[com.snc.legal_service_automation.cms]
Deprecated in Orlando Lets you launch Legal Service Automation and other service management applications from a single CMS page. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.
Legacy Survey
[com.snc.bestpractice.task_survey], [com.glideapp.survey], [com.snc.assessment], [com.glideapp.survey_wizard]
Deprecated in Rome .
Link Generator
[com.snc.linkgenerator]
Changed in Orlando. Activates the Link Generator that allows you to create deep links on an HR form to access information outside the application. You can generate URLs to manage content, knowledge articles, and catalogs or access social media or fulfillment requests.
List v3 components
[com.glide.ui.list_v3_components]
No longer available for deployments. Contact Customer Service and Support for assistance. List v3 Components (including REST endpoints, directives, and templates)
Lookup and Verify
[com.snc.sn_lookup_and_verify_config]
Maintenance mode only.
MaestroRS
[app-irm-bcm]
Planned for deprecation in March 2024 or last subscription term end. Activate the four Business Continuity Management replacement applications on the ServiceNow Store;
GRC: Business Continuity Management – Core
GRC: Business Continuity Planning
GRC: Business Impact Analysis
GRC: Business Continuity Management – Components
Marketing Service Management
[com.snc.marketing_service_automation]
Planned for deprecation in February 2023 or last subscription term end. Lets you launch Marketing Service Automation and other service management applications. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.
Marketing Service Management CMS Portal
[com.snc.marketing_service_automation.cms]
Deprecated in Orlando Lets you launch Marketing Service Automation and other service management applications from a single CMS page. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.
MID Server support for integrations using TLS 1.1 and below versions Planned for deprecation in the U release. Use TLS 1.2 or above version for integrations with the MID server.
Mobile Analytics
[com.glide.mobile.analytics]
Replaced as the core plugin by the User Experience Analytics plugin
The User Experience Analytics [com.glide.appsee] is the core plugin for San Diego. In new and upgraded instances, this plugin checks for new web and mobile applications to register, and provides access to the Dashboard.
The Mobile Analytics [com.glide.mobile.analytics] plugin contains the scheduled jobs and business rules to automatically register mobile apps, but uses the APIs and tables from the com.glide.appsee plugin.
Replaced by User Experience Analytics [com.glide.appsee] as the core plugin.
Mobile Classic Planned for deprecation in the T release. User interface for mobile devices running iOS 6+ or Android 4+ with the Chrome browser. Migrate to ServiceNow Mobile. For guidance on migration, see Migration Guide.
Modules IT
[com.snc.pa.hr_core], [com.snc.pa.hr.context_sensitive_analytics], [com.snc.hr.pa]
Deprecated in the Now Platform New York release.
Notify Twilio Driver
[com.snc.notify.twilio]
Deprecated in the Now Platform Paris release. Provides Notify support for Twilio. Requires a separate contract with Twilio for SMS/Voice capabilities. Migrate to Notify-Twilio Direct driver (com.snc.notify.twilio_direct).
Onboarding Mobile
[com.sn_hr_onboarding]
Deprecated in San Diego. Migrate to the HR Mobile plugin on the NOW Mobile application.
Operator Workspace
[com.itom-noc-app]
Content for Operator Workspace. New Dashboard page for the Operator role on the Agent Workspace page.
Performance Analytics - Content Pack - Human Resources Employee Document Management Scoped App
[com.sn_hr_employee_files_pa]
Changed in Orlando. Provides Performance Analytics reports and dashboards for Employee Document Management.
Performance Analytics - Content Pack - Human Resources Lifecycle Events Scoped App
[com.sn_hr_lifecycle_pa]
Changed in Orlando. Enables you to define and track key performance indicators (KPIs) for Enterprise Onboarding and Transitions and show these in scorecards and dashboards. Activation of this plugin on production will require a PA Premium license. Contact ServiceNow for details.
Performance Analytics - Content Pack - Human Resources Scoped App
[com.sn_hr_pa]
Changed in Orlando. Enables you to define and track key performance indicators (KPIs) for HR and show these in scorecards and dashboards. Activation of this plugin on production will require a PA Premium license. Contact ServiceNow for details.
Predictive Intelligence Reports
[com.glide.platform_ml_pa]
New name for Agent Intelligence Reports in New York.
Puppet Activities
[com.snc.orchestration.activities.puppet]
Deprecated in New York.
Recorded Future Integration for Security Operations
[com.snc.threat.recordedfuture]
Planned for deprecation in the T release. Migrate to Recorded Future for Security Incident Response and Threat Intelligence on the ServiceNow Store.
Risk Vendor Portal
[com.snc.vendor_portal]
Planned for deprecation in the Now Platform Rome release. Upgrade to GRC Vendor Risk Management v10.0.2 and the new Vendor Assessment Portal will automatically be loaded.
Salesforce Spoke v1 for IntegrationHub
[com.sn.salesforce.spoke]
Deprecated in San Diego. Migrate to Salesforce Spoke for Integration Hub v1.2 (com.sn.sforce.v2.spoke).
SAML 1.1 Single Sign-On - Update 1
[com.snc.sso.saml11.update1]
Planned for deprecation in the U release. Transition to “Integration - Multiple Provider Single Sign-On Installer “ plugin (com.snc.integration.sso.multi.installer) and configure IDP to use the SSO feature.
SCCM Plugins
[com.snc.integration.sccm2007], [com.snc.integration.sccm2012v2], [com.snc.integration.sccm2016]
Planned for deprecation in the T release. Activate replacement plugin, Service Graph Connector for SCCM on the ServiceNow Store.
Service360
[com.snc.service_360]
Planned for deprecation in Rome. Tracks KPIs for Service Portfolio Management plugin. For enhanced capabilities, transition to Service Owner Workspace (com.spm_owner_workspace). This is part of the ITSM Pro license.
Service Catalog CMS Extension
[com.glideapp.servicecatalog.cms]
Maintenance mode only. Provides the ability to define the catalog experience within CMS.
Service Desk Call
[com.snc.service_desk_call]
Deprecated in Quebec. Enables Service Desk staff to collect information in a call that does not relate to a specific process. The call is transferred to an incident, problem, change request or service catalog request. Transition to Interaction Management on Agent Workspace.
Service Management Application Designer Planned for deprecation in the T release. Allows you to create custom applications that use a similar service management workflow. The feature can be enabled using App Engine Studio (com.snc.app-engine-studio).
Service Portal Social QA
[com.glide.service-portal.sqanda], [com.snc.knowledge.social_qa.ui]
Planned for deprecation in the Now Platform Rome release. Service Portal Social QA lets people ask questions and get answers from their peers, because none of us is as smart as all of us. Transition to communities application (com.sn_customer_communities).
ServiceNow Add-Ins for Microsoft Outlook plugin
[com.sn_outlook_addin]
Renamed to ServiceNow Add-Ins for Microsoft Office in Rome .
Enables users to interact with ServiceNow from within Microsoft Office.
ServiceNow IntegrationHub Content
[com.glide.hub.integration.content]
Deprecated in Orlando. Flow Designer actions to integrate with Slack, HipChat, Microsoft AD, Microsoft Azure, Microsoft Teams, and ServiceNow eBonding.
ServiceNow IntegrationHub Installer for Orchestration
[counter-revolutionaries]
Deprecated in Orlando. Plugins necessary to design base system integrations in Flow Designer. Includes ServiceNow IntegrationHub Content and Runtime plugins.
ServiceNow IntegrationHub Runtime
[com.glide.hub.integration.runtime]
Deprecated in Orlando. Plugin necessary to install core Flow Designer functionality. This plugin does not install any spokes. After installing this plugin, individually install the desired spokes.
Social Q&A
[com.sn_kb_social_qa]
Planned for deprecation in a future release. Allows users to ask and respond to questions and vote on questions and answers. Social Q&A extends the Knowledge application and uses existing Knowledge functionality such as user criteria and multiple knowledge bases. By default, this plugin is active for existing customers upgrading to the Paris release. Beginning with Paris, the plugin is inactive for new customers.
Social Q&A UI pages artifacts
[com.snc.knowledge.social_qa.ui]
Planned for deprecation in the Now Platform Rome release. Maintains UI pages artifacts for the legacy Social Q&A application. Try to use Communities instead of Social Q&A for creating and maintaining engaging user experiences that are modular and responsive to mobile devices. For more information, see product documentation about Communities. By default, this plugin is active for existing customers upgrading to the Paris release. Beginning with Paris, the plugin is inactive for new customers.
Software Asset Management
[com.snc.software_asset_management]
Planned for deprecation in the U release. Provides the capability to do software asset management, includes reconciliation of entitlements to license including those for named users, workstation, and enterprise software agreements. Migrate to Software Asset Workspace (com.sn_sam_workspace).
Structured Problem Analysis
[com.snc.kt_pa]
Deprecated in San Diego. Lets you track problem analysis process through the system. Migrate to the new Advanced Problem Management on the ServiceNow Store.
Timeline Visualization
[com.snc.timeline_visualization]
Changed in Rome . Timeline Visualization plugin enables graphical representation of activities over time. You can use this visualization to provide a high-level view of your organization's strategic and operational activities such as incidents, problems, changes, and projects. Dependency on the Project Management (com.snc.project_management_v3) plugin is removed. Activating the Timeline Visualization plugin does not activate the Project Management plugin.
Trusted Security Circles
[sn_ti], [sn_tis_a]
Planned for deprecation in September 2023 or last subscription term end.
Vendor Manager Workspace
[com.snc.vlm.vmw]
Planned for deprecation in the U release. Access to the Vendor Manager Workspace. Migrate to the new workspace, Vendor Management Workspace on the ServiceNow Store.
Vendor Performance Management
[com.snc.vendor_performance], [com.snc.vendor_ticket]
Planned for deprecation in March 2025 or subscription term end. Provides capabilities to measure, manage, and track vendor data and compare performance characteristics in unique graphical views. Transition to Vendor Manager Workspace, included in ITSM Pro v2 subscription package.
Virtual Agent Analytics Dashboard
[com.glide.cs.pa]
Planned for deprecation in the T release. Virtual Agent out-of-the-box analytics dashboard for reviewing chatbot. Migrate to replacement technology, Conversational Analytics v1.0 on the ServiceNow Store.
San Diego release highlights
*****************************
San Diego
High-level overview of products and features in the Now Platform San Diego release.
Overview
With the Now Platform® San Diego release, add productivity, automation, and innovation to your organization with the Next Experience UI.
Provide smarter experiences on the Now Platform
The Next Experience introduces modern, intuitive, and personalized workspaces that engage teams and increase workforce productivity.
Automate and connect to ServiceNow
Automate UI actions and connect ServiceNow to modern and legacy systems with RPA, integration, and process automation all on a single platform with Automation Engine.
Accelerate value with purpose-built industry solutions
Modernize Insurance operations.
Save time and costs by create transparent, repeatable Banking processes.
Launch services quickly and streamling ecosystem experiences for Technology and Telecommunications.
Customer experience
Customer Service Management
CSM Configurable Workspace: Drive agent productivity with a modern visual design and unified navigation. Use dark theme and compact mode to reduce eye strain and scrolling.
Order Management: Allow agents to capture, track, and fulfill orders. Give customers visibility on a portal, and import orders from third-party systems.
Case Management: Detect language using AI and resolve cases faster. Provide customer access management by enabling related parties to track cases to improve CX and efficiency.
Engagement Messenger: Continuously chat in asynchronous conversations over time. Enable guest and authenticated users to continue conversations over several days.
Process Optimization: Dashboards that allow customers better visibility into Goals and KPIs, and help to find the root cause of process inefficiencies.
Field Service Management
Field Service Multi-Day Task Scheduling: Increase dispatcher efficiency. Define tasks of any duration with improved calendaring capabilities.
Contractor Management enhancements: Improve contractor scheduling. Provide visibility into task distribution across contractors using Dispatcher Workspace.
Dispatcher Workspace: Drive productivity with modern visual design. Navigate seamlessly across user interfaces, mark favorites, and leverage navigation history. Reduce manual refreshes. Allow dispatchers to schedule work prior to notifying technicians with Soft Booking.
Technology excellence
IT Service Management
Automate and optimize technology service operations.
Digital Portfolio Management: Holistically manage services and applications through their full lifecycle in one unified workspace.
Process Optimization enhancements: Leverage automation to drive greater process efficiencies. Optimize processes more quickly by using AI-powered root cause analysis to uncover undesired process behavior.
Virtual Agent enhancements: Give customers conversational AI capabilities. Provide an intuitive interface to easily manage configuration via the admin console.
Walk-Up Experience enhancements: Improved user experience for the hybrid workforce. Book and manage all walk-up appointments via the self-service portal.
DevOps Change Velocity
System health dashboard: Use the dashboard to share connectivity health and trends for DevOps integrations, easily maintaining DevOps connectivity to ServiceNow.
Historical pipeline data importing: Improve value stream management by importing historical data for immediate insights. Import elements like Work Items, Commits, Test summaries and Packages from existing teams.
Manual change traceability: Improve value stream management by connecting existing DevOps data without altering current change processes. Associate artifact and release versions, build numbers, and other information to change records during manual creation.
IT Asset Management
Reduce hardware, software, and cloud costs.
IT Asset Management
IT Asset Offboarding: Automate the request, reclamation, evaluation, and removal of hardware and software. Simplify technology asset offboarding processes with prescriptive tasks.
Software Asset Management
Content Library Portal: Intelligently search for technology assets in the expansive ITAM Content Library. Quickly search the ITAM content library for information on software lifecycle dates, versions, and part numbers.
Virtual Agent for Software Requests: Simplify and automate the software request process. Help expedite service delivery times by leveraging Virtual Agent to automate software applications and installations for a simplified end-user experience.
Hardware Asset Management
Hardware Asset Manager Workspace: Drive asset manager productivity with a purpose-built workspace. Discover important actions in a single intuitive dashboard for critical hardware asset tasks.
Cloud Insights
Reservation Plans: Optimize spend and usage of AWS and Azure reserved instances. Find discount opportunities by identifying resources to reserve for a committed period.
IT Operations Management and Configuration Management Database (CMDB)
Automate and optimize technology service operations.
ITOM
Cloud Operations Workspace: Drive IT Operations productivity with purpose-built workspaces. View cloud discovery activities through a brand-new user experience.
Unified Agent Client Collector enhancements: Expand the visibility of each agent’s technology. Help Software Asset Management improve software license allocation with detailed software usage metrics.
ITOM Governance: Utilize the full potential of your cloud migration with new workflows. Increase standardization across cloud resources through policy-based analysis to highlight exceptions.
CMDB
New Service Graph Connectors: Improve visibility of the modern, cloud-native stack in CMDB. Import data from multi-stack environments such as Service Mesh, APIs, and observability data points.
Employee experience
HR Service Delivery
Boost employee productivity and engagement.
HR Agent Workspace: Drive HR productivity with a purpose-built workspace. Benefit from increased flexibility, configurability, and enhanced UI branding with the Next Experience.
Employee relations: Improve employee relations management. Create a safe space for employees to report concerns with the new Anonymous Report Center.
Intelligent experience: Optimize employee journeys. Provide intelligent service experiences with personalized content enabled by AI-powered recommendations.
Legal Service Delivery
Drive efficiencies through global business services.
Legal Executive Dashboard: Provide legal operations and the office of the CLO insights to make better decisions. Deliver practice area-specific KPIs, including backlog, SLA compliance, and average time to resolve.
Simple Contracts enhancements: Expand delivery, approval, and storage of self-service contracts. Assemble contracts dynamically with definable content blocks such as regional law clauses.
Legal Counsel Center enhancements: Improve practitioner productivity, integration, and privacy options. Assign delegates to practice area duties to ensure follow-through of service requests, matters, tasks, and approvals.
Workplace Service Delivery
Enable a hybrid workplace.
Workplace Reservation Management enhancements: Provide self-service workspace reservations and service requests. Book spaces on behalf of teams for group or multi-location reservations, and request room configurations.
Workplace Service Mapping enhancements: Navigate office space and create reservations with interactive maps. Search and create reservations near colleagues on the floor map with new proximity booking.
Workplace Service Delivery for mobile enhancements: Enable seamless employee workspaces on mobile. Provide employees with mobile wayfinding and proximity booking throughout workplace locations.
Vaccination Status enhancements: Simplify the submission and validation of vaccine records with The Commons Project SMART Card Verifier API.
Operating excellence
Procurement Service Management
Drive efficiencies through Global Business Services.
Purchase approval clarification: Simplify sharing of contextual information. Enable better experiences for approving purchase requests.
Purchase request modification: Change purchase request line items more quickly and easily. Enable advanced shoppers to make multiple edits at once to purchase requests.
Delivery address validation: Help ensure smoother deliveries using real and verified address data. Connect to address verification services to validate shipping address es at checkout.
Virtual Agent enhancements: Fulfill common inquiries faster with more predefined topic conversations. Scale the procurement organization with a virtual agent to handle less complicated, common requests.
Governance, Risk, and Compliance (Integrated Risk Management)
Manage risk and resilience in real time.
Configurable workspaces: Drive productivity with purpose-built workspaces. Perform day-to-day activities more easily with issues, tasks, and quick links all in one workspace.
Intelligence feeds for Vendor Risk Management: Gain insight into supply chain risks such as ESG. Create a formalized program with tailored questionnaires to assess critical risk areas, including ESG.
Business Continuity Management recovery tasks and approval configuration: Recover more rapidly with a formalized process. Establish new recovery tasks including the order, dependencies, and owners. Orchestrate and track task execution.
Strategic Portfolio Management
Drive business outcomes.
Alignment Planner Workspace: Maximize outcomes with enhanced planning and tracking. Create and track milestones at the work item level for projects, demands, and epics to focus on outcome.
Digital Portfolio Management: Holistically manage services and applications through their full lifecycles. Manage services and applications through one unified workspace.
Resource Management: Implement strategy more quickly with efficient resource planning. Enhance user experience with new date range filtering to set resource duration and advanced resource pagination.
Project Workspace: Drive project manager productivity with a purpose-built workspace. Provide a modern and intuitive UI to define, plan, and manage teamwork.
Common service data model (CSDM) alignment: Increase visibility for all products. Provide a framework and guidance on managing shared data across all products on the Now Platform.
Build and automate
App Engine
Accelerate innovation with low-code app dev.
Decision Builder: Quickly create and populate decision tables. Build business tables in a user-friendly interface.
Flow Designer diagramming: Easily understand complex flow logic with flow diagramming. Understand and track complex workflows with flowchart visual diagramming.
Ad hoc playbook activities: Modify playbooks on the fly for dynamic case resolution. Reduce process friction by adding activities to playbook experiences in runtime.
Automation Engine
Automate and connect to ServiceNow.
Automation Engine: Automate and connect other applications to ServiceNow. Enhance customer value with an all-new SKU that brings together Integration Hub with RPA Hub in a single offering.
Robotic Process Automation (RPA) Hub: Connect legacy systems to ServiceNow, and automate repetitive UI-driven actions. Centrally manage digital workers (robots) for automation across their full lifecycle.
Robotic Process Automation (RPA) Hub spoke: Create end-to-end workflow automation on a single platform.
Integration Hub enhancements: Drive down IT support ticket volume by automating requests for desktop and mobile software applications. Increase IT support productivity and deliver faster self-service resolution for Windows and macOS/iOS endpoints with the new Client Software Distribution 2.0 solution.
Now Platform
Next Experience UI
Next Experience UI: Use modern, intuitive, and personalized workspaces to engage teams and increase workforce productivity on the Now Platform.
Now Intelligence
AI Search enhancements: Drive more relevant, personalized experiences. Surface answers more quickly and efficiently from multipage articles and knowledge bases with AI Search.
NLU Workbench enhancements: Greater support and accuracy for an enhanced user experience. Simplify model creation with the ability to create models via .CSV imports, pre-built models, or start from scratch.
Virtual Agent enhancements: Modernize admin experiences and deliver new insights. Configure and manage both virtual and human agents from a single, modern admin console.
Agent chat enhancements: Better resource agents to give users peace of mind. Define and manage an agent's workload across all service channels with universal capacity.
ServiceNow mobile
Mobile UI enhancements: Personalize mobile experiences with a modernized look and feel. Engage users with embedded videos in mobile cards.
Mobile usability enhancements: Create engaging everyday experiences with native functionality. Navigate dynamic maps to find and reserve assets across your organization.
Mobile App Builder and Mobile Card Builder enhancements: Build and configure mobile apps more quickly. Build and configure all mobile components in a single, intuitive interface.
Platform Security
Cloud Encryption: Help protect data at rest across the infrastructure layer. Protect sensitive data with high-performance AES 256-bit encryption to help ensure compliance.
SCIM (System for Cross-domain Identity Management): Manage user identities more easily in cloud-based applications and services. Simplify interoperability and integration with identity management systems, such as Azure Active Directory, Okta, and others, using a standard-based solution.
PCI Configurations Control Source: Increase customer confidence in their PCI-DSS compliance. Track and manage security configurations easily with a simple, intuitive user interface.
Platform foundation
Application Insights: Visualize and monitor ServiceNow instance performance. Monitor key metrics with multiple breakdowns.
Industries
Financial Services Operations - Banking
Sync account activity across internal departments to deliver trusted, convenient banking.
Financial Services Deposit Operations: Create transparent repeatable processes that save time and cost. Complete work more quickly by streamlining and automating the most common deposit account requests.
Financial Services Client Lifecycle: Reduce the time spent collecting information over the client lifecycle. Manage account updates, including notice of death processes, in a timely and consistent manner.
Core capabilities: Provide expert service with curated views of real-time information. Improve employee productivity with role-based, real-time views of client information.
Financial Services Operations - Insurance
The platform to modernize insurance.
Personal and Commercial Lines Servicing: Become more agile, digital, and customer-centric. Resolve customer issues more quickly by connecting distribution, underwriting, and servicing teams.
Financial Services Complaint Management: Help carriers avoid reputational damage by addressing the root cause of complaints. Prioritize high-risk complaints by structuring work and applying internal SLAs.
Insurance data model: Accelerate modernization across the enterprise. Implement and build quickly with an industry-specific data model extension of the single core platform data model.
App Engine: Empower citizen developers to solve problems more quickly with low-code application development. Innovate, collaborate, and build more quickly by using App Engine.
Now Platform security: Help protect data security and boost resiliency. Protect sensitive data from most attacks and breaches, both in transit and at rest.
Telecommunications
Drive efficiency and flexbility for communications service providers.
Order Management for Telecommunications (OMT)
Enhanced order capture: Capture complex order scenarios with a single user interface. Eliminate manual repetitive tasks by replicating a product's configuration for multiple locations.
Staggered order decomposition: Drive the accuracy and efficiency of complex order orchestration. Improve accuracy with staggered decomposition workflows, powered by internal and external data.
Quantity-based order decomposition: Automate workflows for quantity-based order decomposition. Eliminate repetitive tasks for orders that contain two or more products, regardless of configuration.
Product Order API enhancements: Increase flexbility to support in-flight order changes. Enable agents to support in-flight order updates.
Telecommunications Service Management
New TM Forum Open APIs: Integrate more easily by using out-of-the-box industry standard APIs. Rapidly add products and related technical requirements to the ServiceNow product catalog by using the Product Catalog Open API.
Streamlined application publishing: Accelerate time to value when delivering new applications. Save time by distributing Service Bridge (formerly called eBonding) catalog content directly to your enterprise customers.
Manufacturing
Connect the value chain with a single system of action on the Now Platform.
Operational Technology Management
Operational Technology Vulnerability Response: Stay ahead of OT vulnerabilities and risks with a holistic approach. Effectively monitor all systems and ecosystem of partners to create a single view of related OT asset vulnerabilities.
Operational Technology Service Management: Integrate OT into production processes with digital workflows. Accelerate incident resolution with built-in machine learning and contextual help to reduce bottlenecks.
Technology
Technology Provider Service Management
Transform customer care and operations to better meet customer needs. Connect customers to operations and the ServiceNow value chain, and reduce the cost-to-serve with integrated self-service and Service Bridge.
Digitized workflows across teams: Bring customer care and operations together. Connect customers to technical teams and ServiceNow partners with integrated self-service and Service Bridge.
Industry data model: Streamline work across customer-facing and technical teams. Unify processes across organizations with the industry data model.
Service Bridge: Connect buying, support, and service experiences. Empower customers that use ServiceNow with a rich self-service experience across the value chain.
Order Management for Technology providers
Dynamic order processing: Streamline order management and scale. Accelerate time-to-market and revenue with efficient order process design, order delivery, and supplier onboarding.
Product catalog: Launch products and services more quickly. Accelerate time-to-market with a robust product catalog and data model, as well as configurable and reusable processes that require minimal testing.
Order visibility: Drive customer success and lifetime value. Keep customers informed with status updates as orders progress, including order completion.
Upgrades
Upgrade to the Now Platform San Diego release today. Take advantage of these ServiceNow resources to help you stay current.
Instance Scan: Get critical instance insights for smoother upgrades.
Upgrade Center: Preview, manage, and monitor upgrades.
Automated Test Framework: Reduce upgrade time by automating manual testing and remediation.
Check out the new San Diego release upgrade kit on the ServiceNow Customer Success Center.
Build your own release notes
To streamline your upgrade preparation, use ServiceNow release notes tools to configure release notes, bug fixes, and upgrade tasks for your specific products and upgrade path. See Build your own release notes for more information.
CIS Event management
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ITOM Health
San Diego
The ServiceNow® ITOM Health product includes the ServiceNow® Event Management and ServiceNow® Health Log Analytics applications, which help you track and maintain the health of services in your organization. ITOM Health was enhanced and updated in the San Diego release. You can purchase ITOM Health, or a more comprehensive package, ITOM Predictive AIOps, which includes ITOM Health and Health Log Analytics.
Features of ITOM Health
Event Management
Event Management gathers alerts from infrastructure events captured by third-party monitoring tools. Event Management uses IT-related information gathered by Discovery to map alerts to configuration items. Based on the collected information, Event Management then provides dashboards showing a consolidated view of all service-impact events.
Agent Client Collector
Use the ServiceNow® Agent Client Collector application to monitor your service availability, examine the health and performance of your environment, and ensure that your infrastructure and its applications are running properly. You can also proactively analyze your IT infrastructure to spot issues and prevent service outages, using Metric Intelligence. Using advanced machine learning to analyze information about your IT infrastructure, the Metric Intelligence application automatically determines dynamic thresholds and identifies anomalies that may indicate potential service outages.
Health Log Analytics
The ServiceNow® Health Log Analytics application predicts IT issues before they impact users. The application helps you solve problems faster by ingesting, understanding, and correlating machine-generated log data in real time. It notices any deviation from normal behavior when it happens and alerts you of possible business-impacting issues. Health Log Analytics receives and processes logs via the MID Server and sends events to the ServiceNow® Event Management application.
Service Operations Workspace for ITOM
Service Operations Workspace for ITOM is a configurable workspace that provides a unified experience for multiple IT Operations Management workflows. Service Operations Workspace for ITOM enables you to manage the life cycle of alerts, including running actions to resolve alerts and identifying the underlying issue of an alert.
Using guided setup to implement IT Operations Management applications
IT Operations Management Guided Setup provides a sequence of tasks that help you configure IT Operations Management applications on your ServiceNow instance. To open IT Operations Management guided setup, navigate to Guided Setup > ITOM Guided Setup. For more information about using the guided setup interface, see Using guided setup .
Configure the MID Web Server extension
The MID Web Server is an extension that enables external clients to push metric data and events to the MID Server. Configure the MID Web Server extension to enable ITOM Health features (Event Management, Agent Client Collector, and Health Log Analytics).
Configuration Management Database
San Diego
With the ServiceNow® Configuration Management Database (CMDB) application, build logical representations of assets, services, and the relationships between them that comprise the infrastructure of your organization. Details about these components are stored in the CMDB which you can use to monitor the infrastructure, helping ensure integrity, stability, and continuous service operation.
Use core features such as CMDB Health, CMDB Identification and Reconciliation, and CMDB CI Lifecycle Management to monitor and detect health issues, reconcile data integrity issues, and manage data life cycle.
Note: CMDB modules, features, and wizards are not supported on mobile devices. You cannot use a mobile device to access the CI Class Manager, Query Builder, or Duplicate CI Remediator. Or to access or configure CMDB features such as Identification and Reconciliation, CMDB Health, CI Lifecycle Management, baseline CMDB, and proposed changes.
Explore
Upgrade to San Diego
Video: CMDB | Overview
Configuration Management and the CMDB
CMDB Identification and Reconciliation
CMDB Health
CMDB Data Manager
Domain separation in CMDB
Set up
Common Service Data Model (CSDM)
Populating the CMDB
Whitepaper: CMDB Design & Configuration
Whitepaper: CMDB Design
Whitepaper: Improving Configuration Item Data Quality
Whitepaper: CMDB Design Guidance
Activate the Extended CMDB plugins
Administer
Baseline CMDB
CI relationships in the CMDB
CMDB classifications and class dependency
Video: CMDB Health dashboard
CMDB 101 - What is a configuration management database
IT Operations Management
Get better visibility into your infrastructure and services, prevent service outages, and expand your organization's operational agility with ServiceNow® IT Operations Management.
See more and do more with IT Operations Management
Accelerate your cloud strategy with IT Operations Management. Improve your organization's cloud utilization, drive down costs, automate requests, and aid in approvals and governance of the infrastructure that supports native cloud environments.
View and download the full infocard for a highlight of IT Operations Management features.
Gain visibility
Get visibility into your infrastructure and services
Take charge of your infrastructure and services from one source. Improve service quality, strengthen change processes, reduce risk, optimize your infrastructure spend, and minimize software compliance issues.
Diagnose service issues
Avoid and solve service issues effectively
Free up your IT staff from time-consuming, error-prone tasks and drive down service outages with AIOps. Accelerate issue resolution with relevant and contextual change, problem, and incident data.
Get visibility into your infrastructure and services
Visibility into discovered resources
Instantly see the service impact of your infrastructure issues and changes, simplify root-cause analysis, and reduce mean time to repair (MTTR). End-to-end discovery and service mapping gives you an accurate, up-to-date CMDB view of your IT infrastructure and services. The resulting complete and reliable record is used by other ServiceNow applications, such as ITOM Health, ITOM Optimization, and Software Asset Management. In this way, you can improve service quality, strengthen change processes, reduce risk, optimize infrastructure spend, and minimize software compliance issues. For more information, see ITOM Visibility.
Avoid and solve service issues effectively
Events prioritized on the dashboard
ITOM Health uses the power of AIOps to turn events into actionable alerts. Pinpoint service issues and rapidly identify and remediate the root cause. Unlike legacy event management systems, which are static and rule based, ITOM Health applies machine learning and advanced analytics to correlate events, adapting automatically to rapidly evolving virtualized and cloud environments. For more information, see ITOM Health.
The Now Platform® platform uses a licensing method where your organization is billed for using the following IT Operations Management products: ServiceNow® ITOM Visibility, ServiceNow® ITOM Discovery, ServiceNow® ITOM Health, Health Log Analytics, ServiceNow® ITOM Optimization, and ServiceNow® ITOM Governance.
For more information, see Subscriptions for IT Operations Management.
Accelerate cloud strategy and reduce costs
A powerful cloud governance model
Get started
Work with an implementation specialist to achieve your desired business outcomes. To learn more, visit the Customer Success Center.
Choose the training that’s best for you at the Now Learning center.
Learn
What is AIOps?
What is a configuration management database (CMDB)?
What is IT operations (ITOps)?
Applications and features
ITOM licensing and subscriptions
ITOM Governance
ITOM Visibility
Visibility: Discovery
Visibility: Service Mapping
ITOM Health
Health: Event Management
Health: Health Log Analytics
Health: Agent Client Collector
ITOM Optimization
Optimization: Cloud Provisioning and Governan
Event Management MID Web Server extension form
https://docs.servicenow.com/bundle/sandiego-it-operations-management/page/product/event-management/reference/configure-midwebserver-extension-form.html
ITOM Visibility
San Diego
The ServiceNow® ITOM Visibility product consists of ServiceNow® Discovery, ServiceNow® Service Mapping, Certificate Inventory and Management, Service Graph Connectors, Multisource CMDB, and Firewall Audits and Reporting. Discovery and Service Mapping give you a unified, connected view of your entire IT network and the services that it supports.
Who uses ITOM Visibility?
ITOM Visibility enables the IT departments of enterprises and cloud companies providing platform as a service to discover their IT resources.
ServiceNow® Configuration Management Database (CMDB) is not just an operational tool, it is a strategic necessity in today’s IT landscape. Maintaining an accurate and complete CMDB provides the foundation for maintaining critical services and drives multiple outcomes important to IT departments.
ITOM Visibility discovers many things which are stored in the CMDB.
Data collected by ITOM Visibility provides a foundation for operation of the following business units and products of Now Platform:
ITOM Health
Use ITOM Health to track and maintain the health of services in your organization. ITOM Health gathers alerts from infrastructure events captured by third-party monitoring tools. It then uses IT-related information gathered by Discovery to map alerts to configuration items. Based on the collected information, ITOM Health provides dashboards showing a consolidated view of all service-impact events. You can also use ITOM Health to proactively analyze your IT infrastructure to spot issues and prevent service outages. Using advanced machine learning to analyze information about your IT infrastructure, the application automatically determines dynamic thresholds and identifies anomalies that may indicate potential service outages.
ITOM Optimization
ITOM Optimization gives you tools to provision private and public cloud infrastructure and services and to achieve consistent management and cost visibility. The Cloud Insights application, available in the ServiceNow Store, helps you to analyze the full range of costs associated with cloud assets so you can identify and take action on opportunities to save money and optimize operations.
Software Asset Management
Understand the software running in your IT environment. Software Asset Management works together with the CMDB powered up by ITOM Visibility. Use Software Asset Management to track configurations that impact software license consumption across your IT environments and datacenter.
Customer Service Management
Efficiently diagnose and resolve issues related to the IT infrastructure by using near real-time data supplied by ITOM Visibility.
IT Service Management
Rely on the IT infrastructure discovered by ITOM Visibility to manage and deliver services to your users. See changes and incidents created and managed by IT Service Management applications in ITOM Visibility service maps.
Strategic Portfolio Management
Use data collected by ITOM Visibility to gain a comprehensive understanding of the applications used in your organization.
Security Operations
View security incidents in the context of ITOM Visibility to find out which application services are at risk. Use this information to prioritize and resolve threats based on the impact they pose to your organization.
How do you use ITOM Visibility?
The Discovery feature offers a replicable and reliable method of identifying the enterprise IT infrastructure. Discovery can find computers, servers, software, printers, routers, and switches. It can also find IP-enabled devices and applications that run on them, resources from various cloud providers, and TLS certificates. This method is referred to as horizontal discovery. Connections between the devices and applications are not included in horizontal discovery.
The Service Mapping feature maps dependencies, based on a connection between devices and applications. This method is referred to as top-down mapping. The top-down mapping helps you immediately see the impact of a problematic object on the rest of the application service operation. Application service maps show infrastructure objects and connections between them. Service Mapping regenerates application service maps regularly, to keep them updated and relevant. Any faulty objects are shown along with the devices and applications they affect, providing a visual clue of the state of the application service.
Comparison of horizontal discovery and top-down mapping results
Diagram showing results of horizontal discovery and top-down mapping results
How does ITOM Visibility work?
Discovery can use scripts to collect and process data on a host and then update the CMDB. Scripts that explore or investigate CIs on your network are called probes. Sensors are the scripts that parse the data returned from the probes. In addition, Discovery uses discovery patterns. A pattern is a sequence of operations whose purpose is to detect attributes of devices and applications and, when used by Service Mapping, their outbound connections.
Service Mapping can deploy different methods for creating application services. Discovery patterns are the main method used by Service Mapping. However, you can also map application services using tags, and traffic connections between devices and applications. For more information, see Choose the right method for mapping application services.
What to know before you begin
ITOM Visibility is available with activation of the Discovery (com.snc.discovery) plugin and the Service Mapping (com.snc.service-mapping) plugin, which require the ITOM Visibility subscription. For details, see Request Discovery and Request Service Mapping. For full ITOM Visibility functionality, install the latest ITOM Visibility out-of-band applications from the ServiceNow Store. Visit the ServiceNow Store release notes to view all the ITOM Visibility applications and features available on the store. For cumulative release note information for all released apps, see the ServiceNow Store version history release notes.
Define users and configure credentials to enable ITOM Visibility access to applications and devices inside your organization network. For details, see Prerequisites for performing top-down discovery using Service Mapping.
San Diego
The ServiceNow® ITOM Visibility application provides a unified, connected view of your entire IT network and the services that it supports. ITOM Visibility was enhanced and updated in the San Diego release.
ITOM Visibility highlights for the San Diego release
Benefit from the augmented connection suggestions that show connections for load balancer members.
Broaden the range of applications and devices that ITOM Visibility can discover using the latest discovery patterns.
Important: Some modules and features of ITOM Visibility is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the San Diego release
Discovering devices and applications using the new patterns
Use ITOM Visibility patterns that were previously available only on the ServiceNow Store. ITOM Visibility now includes the following new patterns in ServiceNow® Discovery and Service Mapping Patterns, version 1.0.85 and later:
Citrix Xen Hyper-V- Discovers the Citrix Xen Hyper-V components and their respective attributes. Discover information regarding the Hyper-V Server, Associated Pools, VMs, Network and Storage and their relationships with new and existing CIs.
Cloudian Storage- Finds the Cloudian servers and related disks.
Infinibox- Finds and maps InfiniBox instances.
gMSA configuration for Discovery
Group managed service accounts (gMSAs) are managed domain accounts that you use to help secure services. gMSAs can now be used for credential-less Discovery.
Quick start tests for Service Mapping
After upgrades and deployments of new applications or integrations, run quick start tests to verify that Service Mapping still works. If you customized Service Mapping, copy the quick start tests and configure them for your customizations.
Changed in this release
Agent Client Collector for Visibility
Updated Agent Client Collector for Visibility (ACC-V), which now includes the following features:
Support for Oracle Linux, Amazon Linux 2, and MacOS (x86_64 architecture only).
Support for exclusion list for IPs and Network Interface Controllers (NICs).
Changing the Discovery Source for ACC-V to "ACC-Visibility."
Support for SAM total usage metrics.
Enhancement for the patterns
ITOM Visibility now includes the following new patterns in ServiceNow® Discovery and Service Mapping Patterns, version 1.0.85 and later:
Kubernetes- Offers improved pattern execution. It collects information for products and components such as Ingress, ReplicaSets, and ReplicationController. It also adds relations between existing elements to newly added components.
Docker virtualization- Collects the additional information for container repositories.
Amazon AWS Relational Database Service - Collects additional information and relations.
Microsoft Azure Cloud component- Collect the tag information for websites and databases.
Microsoft SQL cluster- Discovers Microsoft SQL cluster and nodes and their relation to the SQL instance.
Microsoft SQL server- Collects the Microsoft SQL components and services information and creates the CI relation to Microsoft SQL Instance.
NetApp SolidFire storage system- Discovers the information about the chassis that contains the storage server.
Oracle Listener HD- Discovers Oracle components such as the listener process, managed Oracle instances, databases, application clusters, and nodes.
Augmented connection suggestions
Use the information about load balancers when deciding whether to add or remove connections based on connection suggestions. Connection suggestions indicate whether a target host resides behind a load balancer.
SNMPv3 authentication protocols
SNMPv3 authentication protocols have been updated to include an additional four protocols: SHA-224, SHA-256, SHA-384, and SHA-512. The SHA protocol was renamed SHA-1.
Activation information
ITOM Visibility is available with activation of the Discovery (com.snc.discovery) plugin and the Service Mapping (com.snc.service-mapping) plugin, which require the ITOM Visibility subscription. For details, see Request Discovery and Request Service Mapping. For full ITOM Visibility functionality, install the latest ITOM Visibility out-of-band applications from the ServiceNow Store. Visit the ServiceNow Store release notes to view all the ITOM Visibility applications and features available on the store. For cumulative release note information for all released apps, see the ServiceNow Store version history release notes.
Related ServiceNow applications and features
ITOM Health
The ServiceNow® ITOM Health product includes the ServiceNow® Event Management and ServiceNow® Health Log Analytics applications, which help you track and maintain the health of services in your organization. ITOM Health was enhanced and updated in the San Diego release. You can purchase ITOM Health, or a more comprehensive package, ITOM Predictive AIOps, which includes ITOM Health and Health Log Analytics.
Event Management gathers alerts from infrastructure events that both third-party monitoring tools and the ServiceNow® internal agent capture. Event Management uses IT-related information that ServiceNow® Discovery gathers so it can map alerts to configuration items. Based on the collected information, Event Management then provides dashboards that show a consolidated view of all service-impact events.
The Agent Client Collector application enables you to do the following:
Monitor your service availability.
Examine the health and performance of your environment.
Ensure that your infrastructure and its applications are running properly.
Agent Client Collector collects events and metrics. It runs in either a Windows or Linux environment.
ITOM Optimization
provides automation for the cloud workflows used to manage the cloud resources throughout their life cycle. It enables certified and enterprise-compliant cloud deployment, cost visibility, and other cloud management processes.
ITOM Governance
Agent Client Collector for Visibility
San Diego
Agent Client Collector for Visibility (ACC-V) is a ServiceNow Agent installed on your Windows , Linux, or macOS servers to collect host data. ACC-V deploys Ruby scripts that execute OS Query commands and OS-specific commands to gather the information. You can discover data from various file systems and storage devices, TCP connections, running processes, and other information about target hosts.
Note: Currently, ACC-V does not support multi-languages. If values returned are not in English, the returned data cannot be parsed properly and the discovery will fail.
The following modules are supported:
Basic Inventory
Serial Numbers
Storage Devices
File Systems
Network Adapters
TCP Connections
Running Processes
Installed Software
Local User
Intel vPro® platform
Note: Powershell is not being used in any of the ACC-V modules on MicrosoftWindows operating systems.
You can register and manage your target systems in the ServiceNow Configuration Management Database (CMDB) using the ACC-V pushed-based model. There is no need to provide credentials, configure schedules, or scan IP ranges.
ACC-V is an additional mechanism to perform discovery. It is an alternative to horizontal IP-based Discovery for OS-related attributes including system information, network interfaces, running process, and so on. ACC-V is suitable for on-prem servers and cloud instances. ACC-V requires installation of ServiceNow Agent Client Collector (ACC) on the target host. ACC is a derivative of Sensu-Go, an open-source software.
ACC-V version 1.0.3 collects the system attributes and related lists normally collected by the OS pattern. Further capabilities are planned for future releases. ACC-V currently supports the following operating systems on x86_64 architecture:
Linux
Red Hat Enterprise Linux (RHEL) and Oracle Linux (OL) 7, 8
Centos 7
SLES 12, 15
Ubuntu 18, 20
Amazon Linux 2 (starting in ACC-V version 1.3.0)
Microsoft Windows
Windows Server 2012, 2012r2, 2016, 2019
Windows 10 Enterprise Edition
Windows 11 Enterprise and Professional Editions
macOS (starting in ACC-V version 1.3.0)
10.15 - Catalina
11 - Big Sur
Starting in Quebec patch 3, the discovery_source, ACC-Visibility, was introduced to specifically denote that the CI was discovered by ACC-V.
Request apps on the Store
Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Benefits
The Agent initiates the communication and stays connected to the ServiceNow instance via the MID Server.
The Agent(s) installed with ACC are self-aware, package the discovery data, and send this data back to the ServiceNow instance via the MID Server on a pre-determined schedule, as set by the ACC-V policy.
If an interesting event occurs on the target host (such as coming back online after a prolonged shutdown), Discovery is triggered. The application is already tracking specific targets that have installed ACC and communicate with the MID Server.
IPv6 agents can be discovered by ACC-V.
Requirements
Discovery plugin (com.snc.discovery) must be installed and activated.
Agent Client Collector Framework (ACC-F) must be installed on the ServiceNow instance.
Agent must be installed on the target host.
Make sure you have upgraded to Quebec patch 3 or later.
ITOM-Discovery or ITOM-Visibility SKUs (SU-based licensing) is required.
You can then download and install the Agent Client Collector for Visibility (ACC-V) application from the ServiceNow Store or from the instance [sn_acc_visibility]. Follow the instructions on the instance by navigating to Agent Client Collector > Installation Instructions. You can also see Agent Client Collector Installation for details.
Note: The ServiceNow Store regularly releases new applications and updates to applications that are created by the ServiceNow Store. If you already have the application, you can download the latest version to enhance your existing experience. Since different features are available or enhanced each time an application is released in the Store, the content and features available are indicated by version number in this document.
How ACC-V works
At a high level, ACC-V works in coordination with the following components:
ServiceNow Instance
ServiceNow MID Server
Target host machines
ServiceNow Agent Client Collector which runs on said Target host machines
ACC-V architecture
This block diagram shows the components that work together
ACC-V applies Checks and Policies to schedule and collect host data which is triggered during the following cases:
Periodic scheduling: A policy-based approach where Discovery is triggered on a periodic basis
On CI delete: When the computer or server CI record is deleted
MID Server cycle: When the MID Server goes down and comes back up
Target host cycle: When the target host goes down and comes back up
Network break: When there is a break in the network link to the target
Note:Discovery is triggered for those agents whose hosts are already present. For the agents whose hosts are not there, it will be discovered through ACC-F.
The ACC-V assets are stored as Agent plugins with the main entry point [acc_visibility_main] and other modules for OS families. There is one main system Discovery Check definition, called Enhanced Discovery, which is used by the Enhanced Discovery Policy. This ACC-V policy runs off a schedule, which is defaulted to 24 hours (86,400 seconds). This policy configuration is synced to all agents as defined in the ACC-V policy.
When the payload is returned from the MID Server to the instance, the ACC-V Check Type, EnhancedDiscovery, delegates to the EnhancedDiscoveryHandler script include provided by ACC-V. The script contains logic to process the data from the check and handles tasks like:
Data transformation into an identification and reconciliation engine (IRE) compatible payload
Non-CI data reconciliation (cmdb_running_processes, cmdb_tcp_connections, and so on)
The ACC-V Check Definition, Enhanced Discovery, is initiated by the ServiceNow Instance. Then an ECC Queue record with topic, MonitoringProbe, is created on the output queue with relevant Check information. The MID Server then processes the check, by sending a message to ACC via WebSocket over TLS.
During this time, the MID Server also serves any relevant Assets or Plugins that the ACC requests, making sure it is relevant to the particular Operating System, platform, OS version, and architecture on which the ACC is running.
You can edit and modify all parts of the ACC-V application including check type, policy, and check definition. See Checks and policies for more information.
Virtual machines and cloud instances
ACC-V associates a target, discovered via Discovery, with a pre-existing virtual machine (VM) Instance CIs. ACC-V associates the discovered CI record with any pre-existing VM Instance record or Cloud Server Instance record with appropriate CMDB relationships.
The following variants of virtualization and cloud server vendors are supported for ACC-V:
vCenter
Amazon AWS Cloud
Google(GCP)
Microsoft Azure
Exclusion lists for IPs and NICs
ACC-V version 1.3.0 now supports exclusion list for IPs and Network Interface Controllers (NICs) with a flexible mechanism for filtering out values for IPs and or NICs when creating or updating the host CI and related items. The property [sn_acc_visibility.network_adapter_exclusion_list] contains the list of regular expressions for the names and IP addresses that are excluded in the Network Adapter and IP Address tables. The value of this property is comma-separated regular expressions. Make sure that there is no comma in the regex and nic and ip_addr should be in different lines.
Sample format of the value should be:
nic = nameRegex1, nameRegex2, nameRegex3
ip_addr = IPRegex1, IPRegex2
Agent Client Collector installation
San Diego
You install the Agent Client Collector on any supported host machine. The Agent Client Collector connects to a MID Server. A single MID Server may support several agents, while a single agent works with one MID Server at a time and switches to a different MID Server when necessary to provide failover protection.
When an agent's IP address changes, it selects a MID Server to connect to based on the agent's MID Server list.
The maximum number of agents that can be connected to a single MID Server is configurable in the sn_agent.mid.max_allowed_agents MID Server property. The default value is 4,000.
For ACC-V, a default 1 GB MID Server can support 700 agents concurrently. An 8 GB configuration for MID Server can support 8000 agents concurrently. You can also scale, for example, 5 MID Servers can handle 40 k agents.
If you install multiple agents on a single host server, only the first installed agent is functional (has policies, checks, and CIs associated with it). Select duplicate agents on the Agent Client Collectors page (Agent Client Collector > Agents) and do one of the following:
Change the agent's Status to Down to disable the agent.
Click the Delete button to delete the agent.
Agents whose Status = Down which have not been deleted are deleted automatically after 30 days. You can modify this setting on the Autoflush form page (see Autoflush form).
When uninstalling and then reinstalling a later version of an agent, both versions of the agent appear on the Agent Client Collector list in your instance.
Before installing the Agent Client Collector, you must do the following:
Ensure that one or more MID Servers are properly registered and validated with your instance, to be available for an agent connection request. For details, see Configuring MID Servers. In a staging environment, you can have only one MID Server. However, in a production environment, you should configure at least two MID Servers to support zero-touch configuration and ensure that a MID Server is always available if one fails.
Ensure that there is a validated connection from the designated server where you are installing the agent to the MID Server.
Ensure that the following plugins are installed on your instance.
For ACC-M:
Agent Client Collector Framework
Agent Client Collector Monitoring
Event Management and Service Mapping Core
Metric Intelligence - WS Scoped App
For ACC-V:
Agent Client Collector Framework
Discovery [com.snc.discovery] plugin
For ACC-L:
Agent Client Collector Log Analytics
Health Log Analytics
You can verify that these are installed on the System Definitions > Plugins page.
All plugins that come with the base system are signed with the ServiceNow certificate. Optionally, you can create a self-signed certificate, as described in Enable an OpenSSL secure signing mechanism for plugins.
Ensure that you are installing Agent Client Collector on one of the supported operating systems:
ACC-L and ACC-M are supported only on server operating systems.
ACC-F and ACC-V are supported by both servers and end user devices.
All supported operating systems work with the x86-64 CPU architecture type.
When installing macOS, ensure that you are working with Catalina or BigSur.
When working with Windows servers, the firewall must have an outbound rule allowing the Agent Client Collector websocket port.
The Agent Client Collector base system comes with the servicenow user, which does not have permissions to read logs in some configured log paths. Make sure that the servicenow user has read access to enable Agent Client Collector to view all the configured log paths. For example, if the Agent Client Collector application is installed with the servicenow user, it does not have permissions to view the path to /var/log/ in Linux and the path to C:\Windows\System32 in Windows.
Agent Client Collector supports domain separation. The domain of the agent and the CIs it creates is determined by the domain of the MID Server that the agent is connected to. The user's domain must be the lowest domain level (known as a leaf domain) to enable creating a WebSocket endpoint extension for the MID Server.
Configure the websocket server on the MID Server
Configure the websocket server on MID Servers to enable connections from agents to the MID server. You can configure only one websocket server per MID server.
Configure a websocket endpoint
You can configure a new websocket endpoint for the Agent Client Collector.
Automatic MID Server selection
Automatic selection of MID Servers ensures that each agent uses the most efficient available MID Server.
Secure the connection between the MID Server and the agent
To secure communication between the MID Server and the agent, use the MID Server's unified key store.
Configure the frequency of updating the agent MID Server list
By default, the list of MID servers connected to agents is updated once daily. If you have a dynamic environment that adds MID servers frequently, you may want to schedule updates more often, or execute the job on demand.
Verify MID Server installation
After installing the MID Server, verify that installation is complete and accurate.
Optimize distribution of agents to MID Servers
Optimize the distribution of agents by allowing redistribution from one MID Server to another. Agents will always be connected to the MID Server with the fastest response time.
Incorporating the Agent Client Collector into a custom base image for mass deployment
Deploy the Agent Client Collector on a virtual machine during mass deployment using the machine's base image. Mass deployment uses silent installation, which hides installation status.
Agent Client Collector installation on a Linux OS system
Install Agent Client Collector on a system that uses a Linux OS either using a single-line command script or following a manual installation procedure if the single-line script is not connected to the instance or you want to use enhanced customization options.
Install the Agent Client Collector on a Windows machine
When installing the Agent Client Collector on a machine that uses a Windows operating system, either download an installation file and use a wizard to install the agent, or use Silent installation to disable installation reports. Silent installation is useful if you are installing many agents at once and you don't want to receive reports for each one.
Agent Client Collector installation on macOS system
Install Agent Client Collector on a system that uses macOS. You can either use a single-line command script or follow a manual installation procedure if the agent is not connected to the instance or you want enhanced customization options.
Enable the Agent Client Collector load balancer
Enable a load balancer to distribute resources over multiple MID Servers.
Restart an agent manually
If you are experiencing performance issues with the Agent Client Collector, you can manually restart the agent. You can perform manual restart only on agents installed in a Windows environment and for Linux-based agents that use systemd.
Verify agent connection
Run a self-test on the agent's host when the agent does not appear on an instance. The self-test verifies whether the agent is configured correctly on the instance.
Visibility default checks and policies
San Diego
Agent Client Collector for Visibility provides various checks and policies as well as a business rule.
Policy
There are four policies for ACC-V: Enhanced Discovery, Windows SAM Discovery, Windows SAM background, and Software installed.
Enhanced Discovery Policy
This policy runs off a schedule, which is defaulted to 24 hours (86400 seconds). The policy interval can be adjusted, for example to run every 4 hours (set the interval to 14400). The ACC-V policy configuration is synced to all agents based on the policy filter defined by ACC-V. Update the following ACC-F system properties if needed:
[sn_agent.disco_minimum_threshold_for_rediscovery_minutes]: to avoid discovering the system too frequently.
[sn_agent.disco_disable_ci_clobber_of_agentless_disco]: to avoid Discovery conflicts.
[sn_agent.disco_ci_clobber_of_agentless_disco_threshold_days]: to avoid Discovery conflicts.
Windows SAM Discovery policy
This policy is responsible for capturing software usage metrics for Windows endpoint devices.
Windows SAM background policy
This policy enables a background job for processing the Osqueryd logs for SAM on Windows endpoint devices.
Software installed policy
This policy is responsible for capturing the installed software data from all the device except Windows endpoint device. The data collected is stored in the [cmdb_sam_sw_install] table. The software installed policy is scheduled to run every 24 hours.
Note:Windows endpoint devices include devices that have a Windows operating system and belong to class computer.
See System properties for more details. For more detail on policies, see Checks and policies.
Check type
ACC-V has three Check Types: EnhancedDiscovery, SAM Advanced Discovery, and Installed Software.
EnhancedDiscovery
This check type is responsible for invoking the EnhancedDiscoveryHandler script include that processes the payload produced by endpoint_discovery.rb as executed by ACC.
SAM Advanced Discovery
This check type is for the Windows SAM Discovery policy that invokes the EnhancedDiscoveryHandler script include for processing the SAM data produced by the sam_advanced.rb file.
Installed Software
This check type for the Software installed policy that invokes the EnhancedDiscoveryHandler script include for processing the installed software data produced by the installed_software.rb file.
Check definition
There are four Check definitions which are used by the four ACC-V Policies.
Enhanced Discovery
This policy configuration is synced to all agents based on the policy filter defined by ACC-V. The Check definition is configured to run with certain assets and determines what gets synced between the Agent and the MID Server. For more detail on policies, see Checks and policies.
Note:
In order for the Agent to retrieve the OS serial numbers and TCP connections along with associated running processes, sudo access for “dmidecode” and “ss” is required on Linux systems. For example, this content could be added to /etc/sudoers or to an individual file in /etc/sudoers.d/:
Cmnd_Alias AGENT_ACC_V = /usr/sbin/dmidecode,/usr/sbin/ss
servicenow ALL=(root) NOPASSWD:AGENT_ACC_V
This content could be added to /etc/sudoers for macOS systems to fetch running processes, tcp connections, and installed software:
_servicenow ALL= SETENV: /Library/Caches/servicenow/agent-client-collector/osquery/bin/osqueryi *, /usr/sbin/lsof, /usr/sbin/system_profiler Defaults:_servicenow !requiretty Defaults exempt_group += _servicenow
Windows – SAM background log check
The check definition log runs every 8 minutes and performs inline aggregation of data generated from Osqueryd logs. After collecting the data, it writes all the intermediate data results into a temporary marker file which is reused in the next run. This reuse limits the number of log files and disk space needed on target systems.
Note: You may notice a spike in system resource consumption as the background aggregation check runs every interval.
Windows – Software installations and usage metrics
This check definition collects the data every 24 hours.
Installed software
This check definition fetches installed software data for all devices other than Windows endpoint devices.
Business rule
The Enhanced Discovery – On CI Delete business rule triggers the Endpoint Discovery Check when the CI associated with a given CI is deleted from sn_agent_cmdb_ci_agent.
