Enterprise Architecture forum topics

Replicated Enterprise Architecture dashboard page still shows the OOB page — how do I make my custom

dd31 — Thu, 18 Jun 2026 15:58:04 GMT

Hi,

I’m working on the Enterprise Architecture workspace dashboard page in UI Builder. I duplicated the page so I could customize it, but when I navigate to the dashboard, it still shows the original OOB page instead of my custom replicated one.

What I’ve done so far:

Duplicated the dashboard page
Renamed the new page/variant and customized it as needed.
Verified that the custom page/variant has an Audience and a lower Order value than the OOB/default variant.

My concern:
Even after these steps, all users still see the original OOB dashboard page. The navigation menu in the workspace still appears to open the original page instead of my custom replicated page.

Could someone confirm the exact steps (clicks) in UI Builder to make my replicated/custom dashboard page the default one that opens for my target audience, instead of the OOB page?

Thanks in advance.

Data certification tab/icon is not visible in Enterprise Architecture workspace

Vaibhav_241 — Wed, 17 Jun 2026 16:45:20 GMT

Hi Community,

I hope you are doing well.

I am currently facing an issue with the Enterprise Architecture workspace. The Data Certification tab/icon is missing in both our test and production instances, while it is available in the development instance.

All three instances are on the same version (Zurich). Initially, we identified a version difference between the development and test environments, so we upgraded the EA Workspace to version 9.0.1 in both test and production. However, even after the upgrade, the Data Certification tab is still not visible in these environments.

We would appreciate any guidance or suggestions to help resolve this issue.

Thank you in advance for your support

"Publish to Case & Notify" UI action is not showing after the upgrade

Sathwik1 — Tue, 16 Jun 2026 05:40:08 GMT

After the upgrade the "Publish to Case & Notify" UI action is not showing.

Is this a known issue? If so, is there an open case tracking for it?

@Tanushree Maiti @Ankur Bawiskar

Announcements, quick links, tasks are not showing on the service operation workspace

Sathwik1 — Mon, 15 Jun 2026 22:33:29 GMT

Announcements, quick links, tasks are not showing on the service operation workspace, it was empty on the right side.

Right side, everything is empty.

@Tanushree Maiti @Ankur Bawiskar

Knowledge Articles can be available offline in ServiceNow mobile

Sathwik1 — Mon, 15 Jun 2026 09:48:29 GMT

Knowledge Articles can be available offline in ServiceNow NOW Mobile?

I want to make 20 articles available in offline.

@Tanushree Maiti @Ankur Bawiskar

Can ServiceNow Stay Global When Data Must Stay Local?

DmytroD_ — Thu, 11 Jun 2026 09:51:55 GMT

One challenge I've seen come up for global ServiceNow deployments is expansion into countries such as China, Saudi Arabia, UAE, India, and others where local regulations may require certain categories of personal data to remain in-country.

Many teams immediately start evaluating separate instances, domain separation, or other architectural changes.

An alternative approach is to keep ServiceNow as the global workflow platform while localizing only the regulated fields and attachments in the country of origin.

A few key points:
* ServiceNow remains the system of workflow
* Only regulated data is stored locally
* No need to maintain separate ServiceNow instances by country
* Global processes, reporting, and integrations remain unchanged
* Access can be controlled based on local requirements

Happy to share. We built an application for ServiceNow that localizes regulated fields and attachments while keeping ServiceNow as the global workflow layer.

Transition Governance and Decommissioning

joelabbe — Fri, 05 Jun 2026 21:04:11 GMT

Hello:

Does anyone know if Enterprise Architecture gets involved in the process of decommissioning an application? It appears to me that it does a great job of cataloging and managing an organization's application estate, but seems to pull up short when it comes to the actual application transition and decommissioning process. Meaning once an application is designated for decommissioning, does EA handle any of the tasks related to archiving application information, granting access to the information after the application is decommissioned, or disposing the information after it is deemed no longer needed?

Thanks,

Joe

EA cannot view all Architectural Decision Records

saxtonjoshu — Thu, 04 Jun 2026 23:05:27 GMT

In the EA Workspace - under Portfolio > Information Portfolio > Architectural Decision records some EA's are not able to view ALL the decision records in the list. There is a message that rows were removed due to security constraints.

The documentation page seems to say that it should be available to any EA -- someone with the sn_apm.apm_analyst role.

Why can someone with that role not see all the decision records?

https://www.servicenow.com/docs/r/zurich/application-portfolio-management/eaw-create-edit-adr.html

Looking for ServiceNow customers using Enterprise Architecture in DE or CH

arlett — Tue, 26 May 2026 12:12:50 GMT

Hi Community,

I’m looking to connect with ServiceNow customers in Germany or Switzerland who are using the Enterprise Architecture module.

I’m currently exploring this area and would highly appreciate exchanging experiences, insights, and ideas.

Please feel free to reach out if you’re open to connecting.

Thanks in advance!
Arlett

Autonomous Workforce – Plugin / Implementation Availability for Partner Instances

SucharithaReddy — Thu, 21 May 2026 12:20:21 GMT

Hi Team,

We are currently exploring ServiceNow Autonomous Workforce capabilities as part of an internal knowledge-sharing and implementation readiness exercise.

We would like to understand what capabilities are currently available for partners to configure or demonstrate within partner/demo instances.

Could you please help clarify:

Are there specific plugins/apps/modules available for Autonomous Workforce implementation?
Where can these capabilities be enabled or accessed in partner/demo instances?
Is Autonomous Workforce currently dependent on EmployeeWorks / MoveWorks integration, or are there standalone capabilities available within the Now Platform?
Are there any official setup guides, implementation documentation, or demo resources available for partners?

We are specifically trying to understand what can realistically be configured and demonstrated today using currently available ServiceNow capabilities.

Thanks in advance.

Business application vs non-business applications

Lauri Arra — Tue, 19 May 2026 06:27:14 GMT

Hello dear forum! We're back with the question of how to exactly define business applications - or more importantly, how to manage the applications which are NOT business apps. Since the definition for business app calls for it to provide a business capability, we would leave out items such as Active Directory. This used to not be a huge problem, but the EA product has grown significantly and we have wonderful new features such as Digital Integration Management and great UI to support the Information Portfolio concepts. The thing is, active directory has digital interfaces and integrations and it contains and accesses information objects. As such, we're left with two options:

1) customize DIM and similar products and build new UIs to support the use of information objects etc for other classes than business applications

2) accept AD as an business application.

#2 sounds more lucrative, but then we proceed to evaluate more tools. Turns out we want to manage the application risk (with IRM-EA integration), model digital integrations and maintain a complete information portfolio, so app after another the decision would be to manage it as an business application.

At this point, it feels like the definition of business app is failing us. The old rationale for using SAM features to manage software tools, or the old wish for having assessments on TRM items no longer help the teams forward. It feels like we would need another design domain concept, which can be used in the EA like a business application.

So: given that IRM, DIM, Information Portfolio, etc. use business application as the key concept, should one promote any application using these concepts as a business application or is there an alternative path forward?

Adding custom sys_schema_attribute records

ChristopherV430 — Mon, 18 May 2026 04:43:27 GMT

Hello,

I'm interested in managing custom application behaviour via custom table attributes.

I know this can just be done by editing the sys_dictionary.attributes field directly but I would like to improve maintainability for future developers/maintainers by instead adding an entry to sys_schema_attribute and using sys_schema_attribute_m2m entries, same as you'd see for OOTB attributes.

When creating a sys_schema_attribute record the above message shows:

"Schema attributes are a predefined set of elements that alter the behavior of the table or column they are applied to. New attributes cannot be created, but administrators can add or remove most attributes from the schema elements to which they are applied. More Info"

The More Info link doesn't go anywhere useful and the "New attributes cannot be created" message is clearly false.

My question is:

1) What is the purpose of this message?

2) Are there any reasons not to create "sys_schema_attribute" records, from what I can tell all it would do is provide context to any custom table/field attributes. What's the downside?

Apologies if this is the incorrect forum, unsure where to post such a general platform development question.

Thank you

How we can playbook create , wait condtion for CI relationship with business application

jaiho_rai — Tue, 12 May 2026 10:47:45 GMT

If service instance in CI relationship does not have a business application record, then it will wait to create one.

Cannot Switch Dashboards on EA Workspace

Pritom Dihingia — Thu, 07 May 2026 17:23:47 GMT

I cannot switch dashboards in EA workspace from Enterprise Architecture Dashboard to Application 360 - EA Workspace and Application Assessments - EA Workspace.

Only a small message/ hint pops up saying Change dashboard.

ITOM Certificate and Inventory Management

JagadishwarB — Thu, 07 May 2026 16:01:00 GMT

I have DigiCert CA as external CA and Microsoft for Internal CA. I want to implement Certificate and Inventory management to fully automate, CSR generation, automatic request, get the CSR generated and install the certificate on Target Server, automatic renewal and install the Certificate automatically on Target systems, same way revocation. How do I achieve this?

Email SPF fails with Custom URL CNAME in place

Tim Grindlay — Thu, 07 May 2026 03:32:51 GMT

Hi all,

We've recently introduced customer email sub-domains in our instances. Emails sent from the instance come from a particular sub-domain depending on what type of notification and application is sending it. For example support@businessgroup.ourorg.com We've added SPF and MX records for these domains, but SPF fails due to an existing CNAME entry that is in place for our custom URL which is the same as the new email sub-domain.

The only solution we have is to change the name of the sub-domain, but it seems strange that we can't use the same domain for both the portal URL and the email. Has anyone encountered this issue before and how did you deal with it?

ServiceNow Implementation Models: A Technical Decision Framework

Chris New — Fri, 01 May 2026 17:42:49 GMT

Aligning ServiceNow Architecture to Enterprise Requirements

Selecting the appropriate ServiceNow implementation model is a critical architectural decision that directly impacts scalability, data governance, integration complexity, and long-term maintainability. In enterprise environments—particularly those with regulatory constraints, multiple business units, or complex service delivery models—this decision should be approached using a structured evaluation framework rather than a one-size-fits-all mindset.

Overview of ServiceNow Implementation Models

ServiceNow supports multiple implementation patterns designed to address varying levels of complexity, data segmentation, and process variation. The four most commonly referenced models include:

Multiple Instances

A distributed architecture consisting of separate ServiceNow instances aligned to specific business units, geographies, or regulatory requirements. This approach provides strong data isolation and independent lifecycle management but introduces additional integration overhead and higher total cost of ownership.

Application Extension

A scoped application model that extends baseline ServiceNow functionality. This enables modular development and supports delegated administration, but can introduce dependency complexity and increased technical debt due to customization layers.

Domain Separation

A single-instance architecture leveraging domain-based data and process segregation. This model supports shared services while maintaining logical isolation across entities, though it adds complexity in governance, development practices, and feature parity considerations.

Deliberate Customization

A configuration-heavy approach extending out-of-the-box capabilities to meet specific requirements. While flexible, it increases upgrade complexity, governance demands, and long-term maintenance risk .

Core Evaluation Criteria for Model Selection

A structured evaluation should consider the following architectural domains:

1. Data Architecture

Data segregation vs. data sharing requirements
Data sovereignty and residency constraints
Data exposure risk and access control strategy
Cross-instance or cross-domain integration patterns

2. Process Architecture

Degree of process standardization vs. variation
Workflow orchestration across organizational units
Requirement for a single system of engagement vs. distributed models

3. Platform Manageability

Administrative overhead and operational complexity
Governance maturity (change, release, and development standards)
Availability of skilled ServiceNow resources

4. Performance & Scalability

Transaction volumes and performance expectations
Integration frequency and data synchronization patterns
Ability to scale with organizational growth or acquisitions

5. Technical Sustainability

Alignment to out-of-the-box (OOB) capabilities
Technical debt tolerance and customization footprint
Upgradeability and long-term maintainability

These factors should be evaluated collectively to determine the most appropriate implementation model for a given environment .

Key Trade-offs Across Models

Each implementation model introduces distinct trade-offs that should be explicitly understood:

Multiple Instances: Strong isolation and compliance alignment, but higher cost and integration complexity
Domain Separation: Centralized platform with logical segregation, but increased governance and operational complexity
Application Extension: High flexibility and modularity, but risk of technical debt and dependency management challenges
Deliberate Customization: Maximum control and adaptability, but reduced upgradeability and higher long-term maintenance effort

Practical Considerations

When evaluating these models, consider the following:

Regulatory and data residency requirements may eliminate certain models early
Managed service providers or multi-entity organizations often benefit from domain separation or multiple instances
High levels of process variation may push toward application extension or customization
Strong governance and platform maturity are critical for more complex models
Long-term upgradeability should be weighed against short-term flexibility

Closing Thoughts

There is no universally “correct” implementation model—only the model that best aligns with an organization’s technical requirements, governance maturity, and business objectives. A structured, criteria-driven approach helps ensure that decisions made early in the implementation lifecycle do not introduce unnecessary complexity or constraints later.

Application Rationalization - Bubble "Chart" not visible

Maloy Banerjee1 — Thu, 30 Apr 2026 16:07:42 GMT

Hi All,

The application rationalization - bubble chart is not showing the chart or bubbles. It is having data with scores and also says there are 44 bubble visible, but still it is empty.

Can anyone help, what could be the issue? Refer to the below screenshot

Thanks

From Processes to Value: The Real Shift in ServiceNow Implementations

DanielJ43996773 — Mon, 27 Apr 2026 12:55:49 GMT

Over the past few years working with ServiceNow, one pattern has become very clear:

The biggest transformation is not technical — it’s conceptual.

Many organizations still approach ServiceNow as a tool to digitize processes:

Incident management
Request fulfillment
Change workflows

And while this is important, it’s only the beginning.

The Real Evolution: From ITSM to Enterprise Value Platform

ServiceNow is no longer just an ITSM tool.

It is a platform for orchestrating work, services, and value across the enterprise.

This shift becomes evident when you start connecting:

CSDM → structuring services properly
SPM → aligning demand, resources, and financials
CMDB → enabling impact and visibility
Workspaces → improving operational experience
Automation & AI (Now Assist) → augmenting decision-making

Where Most Implementations Struggle

In many projects, I still see the same challenges:

Everything modeled in a single table (e.g., cmdb_ci_service)
Processes working, but no service hierarchy
Demand, incidents, and projects not connected
Dashboards showing activity, but not value
Teams working hard, but without clear prioritization

This leads to a situation where:

The platform runs… but the business does not extract real value from it.

The Turning Point: Thinking in Layers

What separates a good implementation from a great one is the ability to think in layers:

1. Data Layer (CMDB / CSDM)

What are we managing?
How are services structured?
What supports what?

2. Process Layer (ITSM / SPM / CSM)

How work flows
How demand is captured and executed
How incidents relate to services

3. Experience Layer (Workspace / Portal)

How users interact with the platform
How teams manage workload

4. Decision Layer (Analytics / AI)

What should we prioritize?
Where are we losing value?
What will happen next?

A Practical Example

A common scenario:

A team handles both Incidents and Demands.

The initial instinct is:

“Let’s unify the process”

But the better approach is:

“Let’s unify the visibility and management of work”

Using:

Workspaces for operational execution
Task-based views for workload
Dashboards for capacity and planning

This keeps processes clean while improving efficiency.

The Role of Governance

No transformation works without governance.

Frameworks like:

Now Create
ITIL v4
COBIT

Are not just “methodologies” — they are guardrails that ensure:

Consistency
Scalability
Value delivery

What I’m Most Excited About

Right now, the most exciting evolution is the combination of:

ServiceNow + AI (Now Assist)
Predictive insights
Intelligent workflows
Automated decision support

We are moving from:

“Managing tickets”

To:

“Predicting outcomes and optimizing operations”

Final Thought

ServiceNow implementations fail not because of lack of features, but because of lack of vision.

Tools automate processes.
Platforms transform businesses.

Curious to hear from others:

How are you evolving your ServiceNow implementations?
Are you still process-focused, or already thinking in terms of value?

If this resonates with you, let’s connect and exchange ideas.

How to capture application modules for a business application for APM.

jefjar69 — Wed, 22 Apr 2026 13:11:04 GMT

We are currently deploying, Enterprise Architecture for our organization. I have seen the ServiceNow recommendations for capturing Modules for a Business Application, i.e., ServiceNow with the incident, change, Problem... modules. What other methods have you used to create these records in your deployments.