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The ServiceNow platform is underpinned by a single architecture and a single data model. A single architecture means that all platform applications seamlessly work together and are enhanced by a set of core capabilities - such as workflow, integrations, and AI / ML just to name a few. A single data model means that all applications leverage a single system of record (CMDB), that is built following a common data model. The majority of ServiceNow applications rely on CMDB data to enable data-driven outcomes.
If you can’t see your technology resources, you can’t manage them. Having visibility of your entire technology estate is the key to service operations excellence. ITOM Visibility is a suite of 10 features that enable you to gain complete visibility of your entire technology estate to establish an accurate and trustworthy CMDB.
ITOM Visibility features and descriptions:
- Discovery - discover the configuration of your entire estate and dependency relationships automatically.
- Service Mapping - gain business context for your infrastructure and applications
- Tag Governance - define tagging policies (standards), audit tags for compliance, and remediate tags in the CMDB and in the Cloud
- Certificate Inventory and Management - discover and manage the lifecycle of TLS certificates, standardize the certificate request process, and automate certificate fulfillment ensuring change management governance.
- Firewall Audits and Reporting - discover firewall security policies, manage the firewall policy audit process, streamline the firewall request process ensuring change management governance.
- Agent Client Collector for Visibility (ACC-V) - conducts push-based discovery to fill agentless discovery gaps, and enable automation directly to endpoints
- Service Graph connectors - ingest configuration data from certified CMDB integrations
- Multisource CMDB - manage the golden attribute for multiple discovery sources and change on the fly if needed
- Data Collection for Oracle Global Licensing and Advisory Services - Oracle verified solution for automating the discovery of installation and usage data for Database, Database options, and Middleware
- Kubernetes Visibility Agent - Continuous visibility of Kubernetes platforms and their components as they spin up, change, or spin down
To help you understand the capabilities of most ITOM Visibility features and how to use them, please see the resources below. Please bookmark this blog, as we will update it frequently when new content becomes available. Whether you’re just getting started with ITOM Visibility, using a subset of features, or if you need a refresher, this list of resources has something for everyone!
Getting Started with ITOM Visibility
Need help getting started with ITOM Visibility? This webinar recording will help you understand the capabilities of each feature and provides the next steps you should take to ensure you build a healthy CMDB.
Getting Started with ITOM Visibility webinar
ITOM Visibility Overall
- End-to-end ITOM Visibility demo (from 2020. Has everything except ACC and Tag Governance)
- TechTalk: IT Operations Management Visibility - The Foundation of IT Operations
- ITOM Visibility YouTube Playlist
- Technology Workflow Vancouver Release ITOM Visibility User Experience
Discovery
- Discovery Admin Workspace blog
- Discovery Admin Workspace May 2025 features blog
- Elevate your data platform strategy with ITOM Content Services
- Ask the Experts: Win with Discovery Tips and Tricks video
- Security Requirements and Considerations for ITOM Visibility video
- TechTalk: Advanced Discovery use cases
- How To - Discover vCenter in less than one minute with ServiceNow ITOM Visibility
- Discovery Process Guide
- Discovery Process Workshop Presentation
- Discovery Starter Stories
- Discovery Troubleshooting Guide
- Troubleshoot patterns with the Command Validation Tool
- How to: Get Started with ITOM Discovery
- Discovery Better Practices - Properties video
- Discovery Better Practices - Schedules video
- Discovery Better Practices - Reporting video
- Discovery Better Practices - CMDB video
- Discovery Better Practices - MidServers video
- Discovering non OOTB Applications Quickly with ML video
- Discovery - Replicating Out-of-the-Box Patterns video
- Discovery - Replicating and reusing OOB Libraries video
- Discovery ADME - Application Dependency Mapping Enhanced video
- Beers With Engineers - Episode 27 - HashiCorp Vault Integration
Cloud Discovery Overall
- Choosing the Right Cloud Discovery Method video
- Cloud Operations Workspace demo
- Technology Workflow Utah Release ITOM Cloud Operations Workspace
- TechTalk - Ensuring Resilient IT Operations with Cloud Discovery
- Discovery of cloud resources for BYOL demo
- Beers With Cloud Engineers - Episode 13 - Service Graph Connector Update w/AWS 2.0 and GCP
- Beers With Cloud Engineers - Episode 16 - External Credential Stores
- Beers With Engineers - Episode 30 - ITOM Cloud License Estimator
AWS
- AWS Credential less Cloud Discovery Part 1
- AWS Credential-less Cloud Discovery Part 2
- AWS Cloud Discovery blog (How to use AssumeRole)
- AWS Cloud Discovery demo
- How To - Configure an AWS Cloud Discovery Schedule demo
- AWS Service Graph Connector Configuration blog
Azure
- How To - Discover Azure Cloud demo
- How To - Configure Azure Event-driven Discovery demo
- How To - Map applications deployed in Azure with Tag-Based Service Mapping demo
GCP
- How To - Configuring GCP Discovery demo
- How To - Map applications using Tag-based Service Maps in GCP demo
VMWare
Kubernetes and Containers
- Kubernetes Visibility Agent blog
- Beers With Cloud Engineers - Episode 2 - K8S Discovery Options and Automated Mid Deployment
- Beers With Cloud Engineers - Episode 4 - Dynamic K8S Discovery Schedule Creation from AWS and GCP
- How To - Track changes in your Kubernetes YAML using discovery demo
- TechByte - Managing and visualizing Azure Kubernetes Service, application lifecycle with
- Beers With Cloud Engineers - Episode 11 - Container Image Software Discovery
Data Collection for Oracle Global Licensing and Advisory Services
Service Mapping
- Getting Started with Automated Service Suggestions blog
- Automated Service Suggestions demo
- Technology Workflow Utah Release ITOM Automated Service Mapping Suggestions
- Gain business context with Service Operations, ITOM Visibility and ML-based Service Mapping demo
- How to: Tag-based Service Mapping demo
- How to: ML-based Service Mapping demo
- How to: Top-down Service Mapping demo
- Service Mapping Process Guide
- Service Mapping Process Workshop Presentation
- Service Mapping Starter Stories
- How to: Get Started with ITOM Service Mapping
- Beers With Cloud Engineers - Episode 12 - Enhancing Tag-Based Service Maps
- Troubleshooting Guide for Machine Learning Service Mapping
- Service Mapping Art of the Possible - Intro
- Service Mapping Art of the Possible - Part 1 Dynamic CI Groups
- Service Mapping Art of the Possible - Part 2 Manual
- Service Mapping Art of the Possible - Part 3 Tag-based
- Leveraging ML for Top Down Service Mapping
- Which population method should I choose for my Application Services?
- Agent Client Collector for Visibility-based Service Mapping video
Certificate Inventory and Management
- Automate Certificate Management Workflows blog
- Automated Certificate Management Environment (ACME) for Automated Fulfillment blog
- Automated Certificate fulfillment demo for DigiCert
- Automated Certificate fulfillment demo for Entrust
- Automated Certificate fulfillment demo for Microsoft CA
- How To - TLS Certificate URL Discovery
- TechTalk - Discover and manage TLS certificates in ServiceNow
- "I Didn't Know ServiceNow Did That!" - TLS Certificate Management
- Beers With Cloud Engineers - Episode 19 - Kubernetes Certificate Management
Firewall Audits and Reporting
Tag Governance:
Agent Client Collector for Visibility (ACC-V)
- How To - Deploy Agent Client Collector for Visibility demo
- Agent Client Collector for Visibility Project Workshop Presentation
- Agent Client Collector for Visibility Starter Stories
Agent Client Collector (ACC) Use Cases
- Automate Everything and Save Hours blog
- Empower employees with self-service admin access and offload routine tasks from IT blog
- TechByte - Automate issue resolution with ACC-V and VA
- ACC Spoke demo
- How To - Use the ServiceNow Agent to Automate Software Distribution demo
- TechByte - Agent Client Collector (ACC) for Security Incident Response (SIR)
- Automate Discovery of Log4j and enrich the Security Incidents with Agent Client Collector demo
- Agent Client Collector for Monitoring overview demo
- Tech Talk: Agent Client Collector for Monitoring
- How to monitor services with ACC-M demo
- How to monitor URLs with ACC-M demo
- Public Cloud Monitoring with ACC demo
- How To - Leverage ACC-M to perform SNMP Checks for Network Monitoring demo
- Agent Client Collector supplemental documentation
ITOM Visibility and Cloud Accelerate Academy webinars
- Agent Client Collector: from deployment to achieving outcomes
- How to manage certificates and automate Certificate fulfillment with a single platform
- Cloud Center of Excellence (CCOE) part 1: How to gain business context of your cloud resources
- Cloud Center of Excellence (CCOE) part 2: How to plan your cloud migration & manage your cloud secur...
- How ITOM Visibility streamlines IT Asset Management
- How to map services quickly with Automated Service Suggestions
- How to deploy & manage Agent Client Collector at scale
- How to gain visibility to cloud native technologies
- How to extend Agent client Collector capabilities
- How to run Cloud Discovery at scale
- How to deploy Cloud Discovery at scale
- How to discover Kubernetes environments with SGC for OTel
- How to execute application patterns with the ACC
- How to Accelerate Cloud Provisioning with CSC
- Service Mapping Leading Practices Part 1
- How to leverage the ACC for SAM use cases
- Service Mapping Leading Practices Part 2
- How to seamlessly manage your Cloud Accounts with SN CAM
- Enhance your Kubernetes visibility with CNO-V 2.0
- How to leverage the ACC with Service Mapping
- How to improve Security Posture with ITOM Visibility
- Tag Governance Leading Practices
- Tag-based Service Mapping Deep Dive
- Staying ahead of the curve: Platform-centric approach to navigating DORA/NIS2 EU regulatory complian...
- Cloud Discovery Leading Practices
- Generate Service Maps with CMDB data from any source
- Boost Discovery performance with Discovery Admin Workspace
ITOM Visibility Store Applications
Store App | Outcomes |
Discovery Admin Workspace | Efficiently set up and manage ServiceNow Discovery. |
Service Mapping Plus | Map services in minutes based on intelligent traffic-based connections from Machine Learning. |
Tag Governance | Establish and enforce organizational tagging policies. |
Certificate Inventory and Management | Prevent outages from expired certificates and increase certificate fulfillment efficiency. |
Firewall Audits and Reporting | Improve firewall security posture and establish standardized firewall rule requests with governance. |
Agent Client Collector for Visibility Content | Increase visibility of resources across the estate and enable seamless endpoint automation. |
Kubernetes Visibility Agent | Continuous visibility of Kubernetes platforms and their components. |
Discovery and Service Mapping Patterns | Makes it easier to discover new technologies quickly and leverage CMDB data across technology workflows. (Always update to the latest version of this app) |
Visibility Content | Enhancements and fixes to patterns aligned with the family releases (Always update to the latest version of this app) |
Pattern Designer Enhancements | Makes it easy to troubleshoot patterns by validating credentials for specific commands, SNMP queries, SNMP walk, Registry queries, HTTP GET calls. |
ITOM Content Service | Improve the visibility of your applications by sending your unrecognized process fingerprints and SNMP OIDs to our content services for research. |
Agent Client Collector Plugins | |
Agent Client Collector for Investigation | Reduce MTTR and streamline incident investigation without the need to use remote control capabilities. |
Agent Client Collector Monitoring |
Stream events and metrics directly from hosts to ServiceNow Event Management without the need for third-party monitoring tools. |
Agent Client Collector Log Analytics | Stream logs directly from hosts to ServiceNow Health Log Analytics to predict anomalous behavior before it occurs. |
Agent Client Collector for Security Incident Response |
Improve security posture and reduce mean time to recover from security incidents. |
Agent Client Collector Spoke for Automation Engine |
Automate any workflow on hosts running Agent Client Collector |
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