How can I recognize pin pads and IP phones during ServiceNow discovery ?

[intekhabalam]

How can I recognize pin pads and IP phones during ServiceNow discovery or how can I discover these things are not natively recognized by ServiceNow Discovery because most do not expose standard management protocols (like SNMP, WMI, or SSH).

[Pratiksha · Accepted solution]

Most of the time these devices ingested in servicenow via third party integrations like, Intune, sccm, or JAMF (talking about mobile devices. Coming to IP phone you need to build this custom. They do respond to SNMP. They may get discovered as switch. Go through this : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0830490 

Pin pads, you can't discover them. You can store them in these two classes manually 

Point of Sale Device (cmdb_ci_pos)

Payment device (cmdb_ci_payment)

Regards, 

Pratiksha

[Pratiksha · Accepted solution]

Most of the time these devices ingested in servicenow via third party integrations like, Intune, sccm, or JAMF (talking about mobile devices. Coming to IP phone you need to build this custom. They do respond to SNMP. They may get discovered as switch. Go through this : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0830490 

Pin pads, you can't discover them. You can store them in these two classes manually 

Point of Sale Device (cmdb_ci_pos)

Payment device (cmdb_ci_payment)

Regards, 

Pratiksha

[Nehal Dhuri]

Hello @intekhabalam ,
you might find this KB article helpful:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0622344

https://www.servicenow.com/community/itom-forum/discovering-ip-phones-avaya/m-p/1000625

[intekhabalam]

Thanks @Nehal Dhuri 

[M Iftikhar · Accepted solution]

Hi @intekhabalam, 

You are right, ServiceNow Discovery does not recognize most pin pads and IP phones out-of-the-box because they typically lack standard management protocols like SNMP or SSH.

Here are the common methods to get these devices into your CMDB, ordered from most to least automated:

1. Integration with Management Systems (Best Practice): The most effective way to discover these devices is to integrate with the system that manages them.

   • For IP Phones: Integrate with your call management system, such as Cisco Unified Communications Manager (CUCM). ServiceNow has pre-built integrations on the store or you can create a custom one to pull the phone inventory directly from the source of truth.

   • For Pin Pads: Integrate with your payment gateway's management portal or inventory system if it offers an API.

2. Manual Import using Import Sets: If direct integration is not possible, your next best option is a manual import.

   • Export a list of your pin pads and IP phones from their respective management systems into a spreadsheet (CSV or Excel).

   • Use ServiceNow Import Sets and Transform Maps to load this data into the appropriate CMDB tables (e.g., a custom table or a specific CI class). You can schedule this import to run periodically to keep the data fresh.

3. Custom Probes and Patterns (Advanced): If the devices respond on the network to specific, non-standard commands (e.g., a unique HTTP API endpoint), you can develop a custom probe or pattern using the Pattern Designer. This requires significant development effort but can achieve automated discovery.

Note: Since direct discovery is not feasible, the standard approach is to pull the data from the authoritative management system (like CUCM for phones) either through a direct API integration or a scheduled file import.

Some useful links for you:

• https://www.servicenow.com/docs/bundle/zurich-it-operations-management/page/product/service-mapping/... 
• https://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/product/configuration-manag... 

Hope this helps!

Thanks & Regards,
Muhammad Iftikhar
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