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07-17-2022
02:56 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 OrlandoThe 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 CloudPlanned 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 OrlandoLets 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 OrlandoLets 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 OrlandoLets 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.
Combined Software Asset Management release notes for upgrades from Rome to San Diego
Consolidated page of all release notes for Software Asset Management from Rome to San Diego.
How to use this page
To help you prepare for your upgrade, we have combined the cross-family Software Asset Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Rome to San Diego.
Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Orlando, the row says "No updates for this release."
Important information for upgrading Software Asset Management to San Diego
Before you upgrade to San Diego, review these pre- and post-upgrade tasks and complete the tasks as needed.
Release Release notes
Rome
For information about upgrading from the Software Asset Management Foundation plugin (com.snc.sams), see Revert Software Asset Management Customizations.
Consider the following upgrade scenarios if you are managing licenses for IBM products and components using the Software Asset Management publisher pack for IBM:
Existing Processor Value Unit (PVU) Full Capacity and Processor Value Unit (PVU) Sub-capacity entitlements are automatically updated to Processor Value Unit (PVU) entitlements. To determine whether the licenses that are associated with your entitlements are full capacity or sub-capacity, refer to the Usage Type field in the license workbench.
Upon an upgrade, the Usage Type field for devices on the IBM Peak Consumption [samp_ilmt_sw_install] table is automatically set to the default value of Sub-capacity. However, the Usage Type field for devices with allocations in your full capacity Processor Value Unit (PVU) entitlements is automatically set to Full capacity instead. You can modify the value in the Usage Type field if needed.
Existing Resource Value Unit (RVU) Full Capacity and Resource Value Unit (RVU) Sub-capacity entitlements are automatically updated to Resource Value Unit (RVU) entitlements. To determine whether the licenses that are associated with your entitlements are full capacity or sub-capacity, refer to the Usage Type field in the license workbench.
Upon an upgrade, the Usage Type field for devices on the IBM Peak Consumption [samp_ilmt_sw_install] table is automatically set to the default value of Sub-capacity. You can modify the value in the Usage Type field if needed.
Existing Processor Value Unit (PVU) Full Capacity and Processor Value Unit (PVU) Sub-capacity override license costs are automatically updated to Processor Value Unit (PVU) override license costs.
Existing Resource Value Unit (RVU) Full Capacity and Resource Value Unit (RVU) Sub-capacity override license costs are automatically updated to Resource Value Unit (RVU) override license costs.
San Diego
For information about upgrading from the Software Asset Management Foundation plugin (com.snc.sams), see Revert Software Asset Management customizations.
For additional upgrade information, see Software Asset Management upgrade information.
New features
Between your current release family and San Diego, new features were introduced for Software Asset Management.
Release Release notes
Rome
Boost effectiveness and reduce complexity using the Software asset overview landing page
Start your software asset management journey by exploring the Software asset overview landing page. This landing page provides you with visibility into key metrics such as compliance trends, true-up costs, potential savings, normalization rates, and end-of-life products. This page also enables you to get quick access to execute routine tasks, such as creating entitlements or running the reconciliation process. You can also receive time-sensitive alerts and notifications that provide actionable insights into your software assets.
Visualize and work on software license compliance in an intuitive user interface
Use the intuitive and easy-to-navigate License usage view to resolve non-compliance. You can view calculations and compliance information from the latest reconciliation results and drill down to a specific product or software model to understand the number of licenses that you own and a detailed explanation of rights required. You can also reclaim unused software and view relevant reporting metrics that pertain to those products.
Set-up and manage your licenses with ease
Set up and manage all your licenses in the License operations view. You can view detailed information on entitlements, software models, entitlement import errors, discovery models, and software subscriptions.
Get a comprehensive view of your key metrics via consolidated dashboards
Organize, evaluate, and view key metrics in a series of consolidated dashboards. In the SaaS overview dashboard, you can view metrics for pure SaaS as well as Microsoft Office 365 and Adobe Cloud. In the Optimization and savings dashboard, you can view optimization metrics on cost savings on your software assets. You can view your engineering license position and usage in the Engineering license overview dashboard and the normalization trend charts in the Normalization and content dashboard.
Create entitlements using a guided walk-through playbook
Use a playbook to guide you through the entire process of creating and accurately configuring entitlements. The playbook guides you and provides context throughout each step of the entitlement creation process.
Access all Content Service records via an intuitive search portal
Use the Content library portal to search the Content Service for specific products, PPNs, discovery maps, and model IDs. The Content library portal provides a detailed view of all related information to your search, such as lifecycle data, downgrades, license metrics, bundle components, and more.
Reconcile subscription and consumption-based SaaS applications
Keep your SaaS license positions accurate and up-to-date by automatically reconciling subscription and consumption-based SaaS applications as part of the ServiceNow reconciliation framework. You can view the reconciliation results for your SaaS applications in the License Workbench (Software Asset Management classic application) or License usage view (Software Asset Workspace) and use these results to determine your license compliance and remediate any non-compliant SaaS applications.
Bring your own license (BYOL) for Oracle Database servers
Determine the license compliance position of your Oracle Database servers that are deployed across hybrid infrastructures by using ServiceNow® Bring Your Own License for Oracle support. With this feature, you can determine the license compliance of all Oracle Database servers that are deployed in both on-premise and public cloud environments, such as AWS and Microsoft Azure, across various deployment models, including IaaS (Infrastructure as a Service) and PaaS (Platform as a Service).
Manage SAP S/4HANA licenses
Use the Software Asset Management publisher pack for SAP to manage your SAP S/4HANA named user and industry solution (engine) licenses. You can create entitlements and software models, track license usage, and determine your license compliance to uncover potential savings for your SAP S/4HANA licenses.
Self-declare license usage for your SAP engines
Use the Now Platform to manually record the license usage for SAP self-declared engines so that these engine licenses can be reconciled with your other SAP engine licenses and named user licenses. Use this information to determine your SAP license compliance position.
Track Oracle Database server licenses on additional VMware vSphere versions
Track and manage licenses for Oracle Database servers that run on VMware vSphere ESXi 5.1 to 5.5 and VMware vCenter Server 6.0 and later. Support for these additional VMware vSphere versions enables you to account for enhanced vMotion capabilities and licensing scenarios when reconciling your Oracle Database servers. You can also track licenses that are based on host affinity rules, which restrict the physical hosts on which a virtual machine can run.
Optimize Microsoft Office 365 licensing
Optimize your Microsoft Office 365 licenses using recommendations for downgrading high-cost licenses and removing legacy Microsoft Office deployments. You can use these recommended optimizations to help reduce your licensing costs.
Analyze the individual product level usage activity of your Microsoft Office 365 subscriptions so that you can downgrade licenses and lower your licensing costs.
Monitor 11 CIS and ISO 27002-based control points related to IT Asset Management processes
Use the Software Asset Management and Hardware Asset Management applications to help address foundational risk and compliance requirements pertaining to cyber security best practices and regulations such as CIS controls, ISO 27001, 27002. Foundational data is vital for governance risk and compliance to help validate compliance to security best practices and regulations. The ServiceNow Risk Management application has 11 basic and scripted accelerators for automated continuous monitoring of compliance against CIS and ISO 27002 controls.
Use the Agent Client Collector application to collect software inventory and usage data
Collect software inventory and usage information from end-user and datacenter devices with the ServiceNow Agent Client Collector application. The Agent Client Collector application is validated and tested to work with the Software Asset Management application.
Quick start tests for Software Asset Management
After upgrades and deployments of new applications or integrations, run quick start tests to verify that Software Asset Management still works. If you customized Software Asset Management, copy the quick start tests and configure them for your customizations.
Integrate with additional SaaS applications out-of-the-box
Use the ServiceNow SaaS License Management application to integrate with the following SaaS applications:
Adobe Workfront (introduced in version 7.0.0 of Software Asset Management - SaaS License Management Integrations)
Cisco Webex (introduced in version 7.0.0 of Software Asset Management - SaaS License Management Integrations)
Looker (introduced in version 8.0.1 of Software Asset Management - SaaS License Management Integrations)
Microsoft 365 (introduced in version 7.0.0 of Software Asset Management - SaaS License Management Integrations)
Rally (introduced in version 8.0.1 of Software Asset Management - SaaS License Management Integrations)
Roadmunk (introduced in version 7.0.0 of Software Asset Management - SaaS License Management Integrations)
SmartRecruiters (introduced in version 8.0.1 of Software Asset Management - SaaS License Management Integrations)
Workplace from Facebook (introduced in version 8.0.1 of Software Asset Management - SaaS License Management Integrations)
Zendesk (introduced in version 7.0.0 of Software Asset Management - SaaS License Management Integrations)
License management support for GoTo Connect
Reduce and control your IT costs by leveraging the license management support for GoToConnect.
San Diego
Manage product risk in the absence of vendor-supplied life cycles
Create life cycles to get estimates on End of Life (EOL) and End of Support (EOS) for products and publishers in the absence of vendor provided life cycles. You can create EOL and EOS life cycles based on industry averages, measured in months, from the General Availability (GA) dates. You can also override the global industry averages by specifying custom values for a product or a publisher.
Automate the replacement of custom part numbers with Content Service suggestions
Propagate changes to entitlements and software models by replacing your custom PPNs and custom discovery maps (DMAPs) with the Software Asset Management Content Service PPNs and DMAPs. PPN suggestions are available only if a corresponding match is found for your custom PPN in the Content Service. You can view the suggestions to assess its impact and then accept or reject the suggestions. If you accept the suggestions, all changes to entitlements and software models, such as downgrade rights and life cycles, are automatically propagated.
Streamline your IT asset offboarding process using a workflow
Efficiently coordinate your employee’s offboarding process with a workflow that enables you to request, evaluate, and remove software or hardware assets. The IT asset offboarding process ensures that all devices and software licenses assigned to your employee are returned. Additionally, all software installation on the devices are removed, and access to all SaaS products is revoked.
License users and devices on client access records based on the client access license (CAL) type
Assign CALs to users and devices based on the CAL type of your client access records. Use the CAL type to indicate whether each client access record is associated with User CALs only, Device CALs only, or both User and Device CALs. Based on the CAL type that you select, you can specify the users or devices that you want to assign the associated CALs to so that they are accurately accounted for during reconciliation. Use this information for a more accurate view of your CAL license position so that you can better optimize your CAL licensing costs.
Automatically generate client access records for Oracle Database Server
Simplify Oracle client access license (CAL) management by automatically generating client access records for users and devices that access Oracle Database Server. Use these records to reconcile your Oracle Named User Plus licenses so that you can optimize your Oracle Database Server license position.
Reconcile Oracle databases in multitenant architectures
Keep your Oracle license position accurate and up-to-date by reconciling Oracle databases in multitenant architectures. With this feature, you can determine the license compliance of each consolidated multitenant container database (CDB) that contains your pluggable databases (PDBs). Use this information to optimize licensing costs in multitenant architectures.
Enhanced support for Max rules on Oracle DB standard edition
Complying with Oracle's licensing policy, Software Asset Management follows Oracle Database Standard Edition licensing rules to ensure no risk license compliance. The licensing rules imply the licensing of Oracle Database Standard Editions on servers having a value less than the maximum capacity of sockets.
Enhance the license compliance of your Oracle database options and management packs using data from the Oracle Global Licensing and Advisory Services application
Use the Data Collection for Oracle Global Licensing and Advisory Services application to retrieve usage data for both the Oracle database options and management packs that are installed in your Oracle environment and the Oracle features that are associated with them. You can use this usage data to track and optimize the license compliance of your database options and management packs.
Import Microsoft entitlements from a Microsoft License Statement (MLS)
Define your Microsoft entitlements and license agreements by importing licensing information directly from an MLS. Import your entire inventory of Microsoft licensing information in one go so that you can automate error handling on this licensing information. By automating error handling, you can track and manage your entitlements and license agreements more accurately and efficiently.
Analyze Azure Hybrid Benefit cost savings for Microsoft SQL Server and Microsoft Windows Server deployments on Microsoft Azure
Use the Azure BYOL Realized Savings report to get visibility into the cost savings for your Microsoft SQL Server and Microsoft Windows Server deployments on Microsoft Azure when using Azure Hybrid Benefit. View potential costs, actual costs, potential costs savings, and actual cost savings to determine how much you are saving by using Azure Hybrid Benefit. This report is generated only if you have requested and installed the Cloud Insights application.
Calculate accurate license compliance for Microsoft SQL Server
Use Software Asset Management to calculate accurate license consumption for SQL Server components. ITOM Discovery discovers the SQL Server editions when the process is not running and editions for SQL Server components. The enhanced discovery leads to optimized license consumption for SQL Server database and components.
Validate your IBM License Metric Tool (ILMT) connection health
Improve the success of your ILMT connections by validating your ILMT connection health. Use the results to evaluate what actions you can take to help unsuccessful connections establish successfully.
Define subscription conditions for subscription-based software models
Achieve more granular control over the subscriptions that are included in reconciliation by defining subscription conditions on your subscription-based software models. Use these conditions to specify the groups of subscriptions that you want to reconcile so that you can determine the license compliance of a specific subset of your subscription-based software. You can define subscription conditions on software models that contain either subscriptions only or both subscriptions and on-premise software installations.
Utilize software usage data from multiple integration sources, such as ServiceNow ACC, SCCM, and JAMF
Use the Discovery source field on the Software Usage form to better manage and utilize incoming software usage data from multiple integration sources. Prevent data from being duplicated or overwritten when the same user or device is monitored by more than one discovery source for a particular software product.
Optimize software licenses management deployed on a cluster
Achieve optimized license compliance of software resources deployed on a cluster by partially licensing the Microsoft SQL Server and Windows Server resources with Per Core and Per Core (with CAL) license metrics. Manage all your licenses in the License Required view by viewing the license status of a host or virtual machines in a cluster. You can also view the host affinity rules configured within a cluster.
Reconcile software installs on Red Hat and Hyper-V virtualization technologies
Use Software Asset Management to reconcile Microsoft SQL and Windows Server software installs on Red Hat and Hyper-V virtualization technologies. You can then apply licensing rules of different publishers to achieve accurate license compliance.
Integrate with additional SaaS application out-of-the-box
Use the ServiceNow SaaS License Management application to integrate with the following SaaS application:
CrowdStrike (introduced in version 9.0.2 of Software Asset Management - SaaS License Management Integrations)
Use virtual agent for software request with auto allocation
Give your employees an enhanced employee experience and improved productivity with end-to-end automation of the request to software fulfillment process. Virtual agent workflow lets your employee request for software using the virtual agent conversational interface. The workflow provides a link to auto-allocate the requested software.
Quick start tests for Software Asset Management
After upgrades and deployments of new applications or integrations, run quick start tests to verify that Software Asset Management works as expected. If you customized Software Asset Management, copy the quick start tests and configure them for your customizations.
Changes
Between your current release family and San Diego, some changes were made to existing Software Asset Management features.
Release Release notes
Rome
Automatic updates to UNSPSC codes via Content Service
Leverage automated UNSPSC classification updates from the Content Service for your reporting needs.
SaaS User Summary and Consumption Summary widgets
If you're using the Software Asset Workspace, the User Summary and Consumption Summary widgets for your SaaS subscriptions are no longer displayed in the associated software models. Instead, these widgets are displayed in the SaaS Overview dashboard of the Software Asset Workspace.
IBM license metrics
The following IBM license metrics have been deprecated and replaced with the Processor Value Unit (PVU) and Resource Value Unit (RVU) license metrics:
Processor Value Unit (PVU) Full Capacity
Processor Value Unit (PVU) Sub-capacity
Resource Value Unit (RVU) Full Capacity
Resource Value Unit (RVU) Sub-capacity
You can determine whether each PVU and RVU license is full capacity or sub-capacity using the Usage Type field in the license workbench. You can also modify the usage type in the Usage Type field on the IBM Peak Consumption [samp_ilmt_sw_install] table.
Confluence Cloud connection URL
Starting with version 7.0.0 of Software Asset Management - SaaS License Management Integrations and version 1.0.3 of the Confluence Cloud spoke, the Site URL field in the connection and credential setup for the Confluence Cloud integration has been deprecated and replaced with the Connection URL field.
Support for multiple independent Azure AD or Okta integration profiles
Starting with version 3.1.0 of the Microsoft Azure AD spoke and version 4.1.2 of the Okta spoke, Software Asset Management can support multiple independent Azure AD or Okta integration profiles. These versions of the Microsoft Azure AD spoke and Okta spoke are introduced in version 7.0.0 of Software Asset Management - SaaS License Management Integrations.
San Diego
Client access count
On the Client Access form, the following fields have been deprecated and replaced with the Count field:
Total device count
Total user count
Total user/device count
Measurement of Oracle Database option and management pack usage
To measure usage for your Oracle Database options and management packs, you must now request and install the Data Collection for Oracle Global Licensing and Advisory Services application from the ServiceNow Store.
Removed
Between your current release family and San Diego, some Software Asset Management features or functionality were removed.
Release Release notes
Rome
No updates for this release.
San Diego
No updates for this release.
Deprecations
Between your current release family and San Diego, some Software Asset Management features or functionality were deprecated.
Release Release notes
Rome
No updates for this release.
San Diego
No updates for this release.
Activation information
Review information on how to activate Software Asset Management.
Release Release notes
Rome
Software Asset Management is available with activation of the Software Asset Management Professional plugin (com.snc.samp). For details, see Request Software Asset Management.
Install SaaS License Management by requesting Software Asset Management - SaaS License Management Integrations from the ServiceNow Store. For details, see Request SaaS License Management.
You can also activate the Software Asset Workspace (com.sn_sam_workspace) plugin to use the new user interface. After the workspace plugin is activated, you can't revert to the classic Software Asset Management application.
San Diego
Software Asset Management is a Now Platform feature that is available with activation of the Software Asset Management Professional plugin (com.snc.samp). For details, see Request Software Asset Management.
The Software Asset Workspace is available with the activation of the Software Asset Workspace plugin (com.sn_sam_workspace). After this plugin is activated, you can't revert to the classic Software Asset Management application. For details, see Request Software Asset Management.
To activate the Next Experience, make sure that the glide.ui.polaris.experience system property in your instance is set to true.
Install Software Asset Management SaaS License Management by requesting it from the ServiceNow 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.
Install Data Collection for Oracle Global Licensing and Advisory Services by requesting it from the ServiceNow 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.
Additional requirements
If any additional requirements were introduced or changed for Software Asset Management we have noted them here.
Release Release notes
Rome
No updates for this release.
San Diego
No updates for this release.
Browser requirements
If any specific browser requirements were introduced or changed for Software Asset Management we have noted them here.
Release Release notes
Rome
No updates for this release.
San Diego
No updates for this release.
Accessibility information
Review details on accessibility information for Software Asset Management, such as specific requirements or compliance levels.
Release Release notes
Rome
No updates for this release.
San Diego
No updates for this release.
Localization information
If there are specific localization considerations for Software Asset Management we have noted them here.
Release Release notes
Rome
No updates for this release.
San Diego
No updates for this release.
Highlight information
If there are specific highlight considerations for Software Asset Management we have noted them here.
Release Release notes
Rome
Enhance your user experience by using the new user-friendly Software Asset Workspace. The Software Asset Workspace contains multiple views that help you intuitively navigate to optimize costs and mitigate compliance risks by providing data visibility, notifications, and actionable alerts.
Consolidate your entire software license estate into a single view by reconciling your SaaS subscriptions using the Software Asset Management reconciliation engine.
Optimize your Microsoft Office 365 licenses by downgrading from higher-level suites, such as E5, to lower-level suites, such as E1 or E3, based on your product usage.
Optimize your SaaS spend by managing licenses for Adobe Workfront, Cisco Webex, Looker, Microsoft 365, Rally, Roadmunk, SmartRecruiters, Workplace from Facebook, and Zendesk applications using the SaaS License Management application.
San Diego
Save time and reduce errors when tracking and managing your Microsoft entitlements and license agreements by importing all Microsoft licensing information directly from your Microsoft License Statement (MLS).
Optimize your Oracle license position by tracking and managing database licenses in multitenant architectures.
Optimize your Microsoft SQL Server components license consumption by discovering the editions of SQL Server components, as well as by discovering stopped SQL instances.
Achieve optimized correct license compliance by reconciling software installs on various virtualization technologies, including Red Hat and Hyper-V.
Optimize your SaaS spend by managing licenses for CrowdStrike application using the SaaS License Management application.
See Software Asset Management for more information.
Bring your own license to the public cloud
San Diego
Bring your own license (BYOL) support enables Software Asset Management managers to determine the compliance of Microsoft and Oracle products across hybrid infrastructures.
When organizations move to the public cloud, their existing on-premise licenses are carried over to the cloud using BYOL. BYOL improves license optimization, as organizations need to pay only for infrastructure costs.
The Software Asset Management application supports BYOL for Microsoft SQL Server and Microsoft Windows Server on AWS and Microsoft Azure in Infrastructure as a Service (IaaS) models for shared and dedicated infrastructures.
The Software Asset Management application also supports BYOL for Oracle Database servers on AWS and Microsoft Azure in both Infrastructure as a Service (IaaS) and Platform as a Service (PaaS) models. BYOL is supported on the following Oracle Database versions:
Oracle Database Standard Edition
Oracle Database Standard Edition One
Oracle Database Standard Edition 2
Oracle Database Enterprise Edition
AWS supports BYOL for Oracle Database servers in IaaS models for shared and dedicated infrastructures and in PaaS models. In AWS, the IaaS model refers to the Amazon Elastic Computing (EC2) web service, while the PaaS model refers to the Amazon Relational Database Service (RDS). Microsoft Azure supports BYOL for Oracle Database servers in only IaaS models for shared and dedicated infrastructures.
BYOL on the Software Asset Management application helps you:
automatically discover software licenses across on-premise and cloud environments, such as AWS and Microsoft Azure,
determine the license compliance of Microsoft SQL Server, Microsoft Windows Server, and Oracle Database servers across your hybrid infrastructure,
provide advanced support for optimization through Cloud Special Rights, such as dual use rights, edition flexibility, and unlimited virtualization,
and perform remediation when your software is out of compliance.
Bring your own license flow
Bring your own license to the public cloud
Prerequisites
Before you can begin determining the license compliance of software across your hybrid infrastructures, you must complete the following prerequisites:
Activate the Discovery (com.snc.discovery) plugin on your ServiceNow instance.
See Request Discovery for detailed instructions.
Request and install the Discovery and Service Mapping Patterns application from the ServiceNow Store.
See Discovery patterns used by ITOM Visibility for more information on Discovery and Service Mapping patterns.
Migrate cloud discoveries from Cloud API (CAPI) probes to pattern-based discovery.
See CAPI to Pattern Migration: Procedure for switching from CAPI-based Cloud Discovery to pattern-based Cloud Discovery [KB0827153] for detailed instructions.
Request and install the CMDB CI Class Models application from the ServiceNow Store.
See CMDB CI Class Models store app for more information on the CMDB CI Class Models application.
Request and install the Cloud Insights application from the ServiceNow Store.
The Cloud Insights application is required for discovering the license types of software in your Microsoft SQL Server deployments on AWS. See Cloud Insights application for more information on the Cloud Insights application.
BYOL discovery
With BYOL, the ServiceNow® Discovery application locates and identifies licensable software in both your on-premise and cloud environments. The Discovery application uses Amazon AWS Cloud and Microsoft Azure Cloud discovery patterns to discover the following resources for software in cloud environments:
Cloud provider
Virtual machine details
Service model type (IaaS or PaaS)
Host infrastructure type for IaaS (shared or dedicated)
License type (BYOL or License Included)
Software that is installed on the virtual machine
Note: The Amazon AWS Cloud and Microsoft Azure Cloud discovery patterns are included in the Discovery and Service Mapping Patterns store application. For more information on Amazon AWS Cloud discovery patterns, see Amazon AWS Cloud components discovery using patterns. For more information on Microsoft Azure Cloud discovery patterns, see Microsoft Azure Cloud components discovery using patterns.
Resources for your discovered software are populated and stored in corresponding Configuration Management Database (CMDB) tables, such as the Host [cmdb_ci_cloud_host] and Serverless Hardware [cmdb_ci_serverless_hardware] tables, on your ServiceNow instance.
The Software Asset Management application then determines the license types of your discovered software either independently or in conjunction with the Discovery or Cloud Insights application.
For Microsoft Windows Server and Oracle Database server on both AWS and Microsoft Azure, the Software Asset Management application determines license types independently.
For Microsoft SQL Server on AWS, the Software Asset Management application determine license types using billing records from the Cloud Insights application.
For Microsoft SQL Server on Microsoft Azure, the Software Asset Management application determines license types using resources that are discovered through the Discovery application.
These license types are automatically applied to associated configuration items (CIs) as key-value pairs, which are stored in the Key Values [cmdb_key_values] table. Each key-value pair consists of a key in the <software-product>_License_Type_automatic format and a value of either License Included or BYOL. You can use these key-value pairs to determine whether the associated software licenses are using the BYOL licensing model or the License Included licensing model. The BYOL licensing model includes license purchasing options such as Azure Hybrid Benefit. The License Included licensing model includes license purchasing options such as Pay As you Go (PAYG), SPOT, and On Demand. With the License Included licensing model, the cloud provider is responsible for license management.
Note: For Oracle products, support for the BYOL and License Included licensing models is based on the cloud provider and Oracle Database version that you are using:
AWS RDS (PaaS): The BYOL licensing model is supported on Oracle Database Standard Edition, Standard Edition One, Standard Edition 2, and Enterprise Edition. The License Included licensing model is supported on only Oracle Database Standard Edition 2.
AWS EC2 (IaaS): Only the BYOL licensing model is supported.
Microsoft Azure (IaaS): Only the BYOL licensing model is supported.
Software reconciliation for BYOL license compliance
After your discovered software is marked as BYOL or License Included, reconciliation runs on the software that is marked as BYOL. You can then use the resulting information to determine your software compliance across your hybrid infrastructure.
BYOL licensing rules differ for the same software products across different cloud providers. Each software product has its own licensing rules based on the cloud provider that it is deployed on. For example, Windows Server has different licensing rules on AWS and on Microsoft Azure. These rules need to be combined with the already applicable on-premise rules so that the complete license compliance position can be determined for a software product in a hybrid environment. Microsoft offers special rights for products that are deployed on AWS vs Microsoft Azure, such as dual use rights, edition flexibility, and unlimited virtualization. For more information on licensing rules, see Licensing rules for BYOL.
The Software Asset Management application automatically reconciles these rules and provides an accurate license position report that can be viewed in the License Workbench (Software Asset Management classic application) or the License usage view (Software Asset Workspace).
You can view BYOL license rights for Microsoft products in the Software Publisher Analytics dashboard for Microsoft (Software Asset Management classic application) or the Publisher overview for Microsoft in the Software Asset Workspace (Software Asset Workspace). You can view BYOL license rights for Oracle products in the Oracle publisher overview (Software Asset Workspace). You can also view information about your Oracle deployments across hybrid infrastructures, based on the agreement type, in the Oracle DB Server Deployments per Agreement report (Software Asset Workspace).
Cloud-based remediation options
To remediate non compliance for cloud installations, the Software Asset Management application provides the following remediation options:
Remove Unlicensed Installs - Cloud
The Remove Unlicensed Installs - Cloud remediation option removes all cloud installations that are unlicensed for the associated software product.
When you click the Remove Unlicensed Installs - Cloud remediation option, removal candidates that follow the regular remediation workflow are created. Once the removal candidates reach the Awaiting Revocation state, you can uninstall the cloud installations from your cloud provider and then mark the removal candidates as complete.
Optimize vCPU
The Optimize vCPU remediation option provides recommended vCPU sizing optimizations based on the core count and core thread count. This remediation option is applicable only to Oracle Database Per Processor licenses on AWS RDS (PaaS), where Per Processor licensing is based on the number of vCPUs that you install or run an Oracle database on.
For more information on AWS core counts and core thread counts, see Configuring the processor for a DB instance class.
Licensing rules for BYOL
View bring your own license (BYOL) licensing rules for Microsoft and Oracle products on AWS and Microsoft Azure. Within AWS and Microsoft Azure, licensing rules can differ for virtual machines that reside on a shared host and on a dedicated host.
Azure BYOL Realized Savings report
San Diego
You can use the Azure BYOL Realized Savings report to gain visibility into the potential and actual cost savings for your Microsoft SQL Server and Microsoft Windows Server deployments on Microsoft Azure when using Azure Hybrid Benefit, which is the bring your own license (BYOL) licensing model for Microsoft Azure.
The Azure BYOL Realized Savings report is generated only if you have requested and installed the ServiceNow® Cloud Insights application from the ServiceNow Store. See Cloud Insights application for more information on Cloud Insights.
Note: This report is available only in the Software Asset Workspace. This report is not available in the Software Asset Management classic application.
To view this report, launch the Software Asset Workspace by navigating to Software Asset > Software Asset Workspace on your ServiceNow instance. From the Software Asset Workspace, navigate to License usage > Reports > Azure BYOL Realized Savings Report.
Azure BYOL Realized Savings report
Field Description
Virtual Machine Azure virtual machine (VM) that Microsoft SQL Server or Microsoft Windows Server is running on.
Host Type Type of Azure host that the Azure VM is running on. The options are Shared and Dedicated.
Location Geographic location that the Azure host resides in.
vCPU Number of virtual CPUs (vCPUs) that are assigned to the Azure VM.
Hardware Type Hardware type of the Azure host.
Operating System Operating system (OS) version and edition that is running on Azure.
SQL Server Microsoft SQL Server version and edition that is running on the Azure VM.
AHB on Windows Server Field indicating if Azure Hybrid Benefit is enabled for Microsoft Windows Server.
AHB on SQL Server Field indicating if Azure Hybrid Benefit is enabled for Microsoft SQL Server.
Standard price per month without AHB Potential VM cost per month when Azure Hybrid Benefit is not enabled. This value is based on the assumption that the VM is running for the entire month (720 hours).
Standard price per month with AHB Potential VM cost per month when Azure Hybrid Benefit is enabled. This value is based on the assumption that the VM is running for the entire month (720 hours).
Standard Savings Realized Potential VM cost saved per month by using Azure Hybrid Benefit. This value is based on the assumption that the VM is running for the entire month (720 hours).
Actual price per month without AHB Actual VM cost per month when Azure Hybrid Benefit is not enabled. This value is based on the actual number of hours that the VM was running for within a month.
Actual price per month with AHB Actual VM cost per month when Azure Hybrid Benefit is enabled. This value is based on the actual number of hours that the VM was running for within a month.
Actual Savings Realized Actual VM cost saved per month by using Azure Hybrid Benefit. This value is based on the actual number of hours that the VM was running for within a month.
multitenant architectures
San Diego
The Software Asset Management application supports licensing rules for Oracle databases in multitenant architectures.
The Oracle multitenant architecture simplifies database management by enabling you to consolidate multiple pluggable databases (PDBs) into a single container database (CDB). With a CDB, you can track, provision, clone, manage resources for, and upgrade multiple PDBs simultaneously. This multitenant architecture is supported on Oracle Database version 12c Release 1 (12.1) and later.
To run an Oracle database in a multitenant architecture, you must purchase and manage licenses for both Oracle Database and the Oracle Multitenant option. In most cases, Oracle Multitenant option licenses must be purchased and managed separately from Oracle Database licenses. However, Oracle Database Cloud Service Enterprise Edition - High Performance (DBCS EE-HP), Oracle Database Cloud Service Enterprise Edition - Extreme Performance (DBCS EE-EP), and Oracle Database Exadata Cloud Service (ExaCS) do not require a separate license for the Oracle Multitenant option, as it is already included in the database license. For more information on Oracle Database licensing, see Software Asset Management publisher pack for Oracle.
Oracle Multitenant option licensing
The Oracle Multitenant option supports both the Named User Plus and Per Processor license metrics. The Named User Plus license metric licenses all users and physical devices that access a user-created PDB. The Per Processor license metric licenses the processor cores on all physical hosts that are running a user-created PDB. For more information on these license metrics, see Oracle license metrics.
Important:Oracle Multitenant option licensing accounts for user-created PDBs only. It does not account for proxy PDBs or seed PDBs.
You can determine whether Oracle Multitenant option licensing is required for your database deployment based on the following criteria:
The Oracle Database version and edition of your PDBs and CDBs.
The number of user-created PDBs within each database instance that is running on the database installation.
Oracle Multitenant option licensing requirements
Oracle Database version Oracle Database edition Licensing requirement
12c Release 1 (12.1) Oracle Database Standard Edition (SE) The Oracle Multitenant option is not supported.
Oracle Database Standard Edition One (SE1)
Oracle Database Standard Edition 2 (SE2)
Oracle Database Enterprise Edition (EE)
If every database instance contains only one user-created PDB each, licensing is not required since the Oracle Multitenant option is not in use.
If any database instance contains more than one user-created PDB, licensing is required using either the Named User Plus or Per Processor license metric.
Important: This version and edition of Oracle Database supports up to 252 user-created PDBs per database instance. If a database instance contains more than 252 user-created PDBs, Software Asset Management creates removal candidates for the additional PDBs. You must remove the additional PDBs to maintain compliance.
12c Release 2 (12.2) and 18cOracle Database Enterprise Edition (EE)
If every database instance contains only one user-created PDB each, licensing is not required since the Oracle Multitenant option is not in use.
If any database instance contains more than one user-created PDB, licensing is required using either the Named User Plus or Per Processor license metric.
Important: This version and edition of Oracle Database supports up to 252 user-created PDBs per database instance. If a database instance contains more than 252 user-created PDBs, Software Asset Management creates removal candidates for the additional PDBs. You must remove the additional PDBs to maintain compliance.
Oracle Database Standard Edition 2 (SE2) The Oracle Multitenant option is supported only in deployments where every database instance contains one user-created PDB each. However, licensing is not required since the Oracle Multitenant option is not in use.
Oracle Database Cloud Service Enterprise Edition - High Performance (DBCS EE-HP)
If every database instance contains one user-created PDB each, licensing is not required since the Oracle Multitenant option is not in use.
If any database instance contains more than one user-created PDB, the Oracle Multitenant option is in use. However, separate licensing is not required for this option since it is already included in the Oracle Database license.
Important: These versions and editions of Oracle Database support up to 4,096 user-created PDBs per database instance. If a database instance contains more than 4,096 user-created PDBs, Software Asset Management creates removal candidates for the additional PDBs. You must remove the additional PDBs to maintain compliance.
Oracle Database Cloud Service Enterprise Edition - Extreme Performance (DBCS EE-EP)
Oracle Database Exadata Cloud Service (ExaCS)
19c and laterOracle Database Enterprise Edition (EE)
If every database instance contains three or less user-created PDBs each, licensing is not required since the Oracle Multitenant option is not in use.
If any database instance contains more than three user-created PDBs, licensing is required using either the Named User Plus or Per Processor license metric.
Important: This version and edition of Oracle Database supports up to 252 user-created PDBs per database instance. If a database instance contains more than 252 user-created PDBs, Software Asset Management creates removal candidates for the additional PDBs. You must remove the additional PDBs to maintain compliance.
Oracle Database Standard Edition 2 (SE2) The Oracle Multitenant option is supported only in deployments where every database instance contains three or less user-created PDBs each. However, licensing is not required since the Oracle Multitenant option is not in use.
Oracle Database Cloud Service Enterprise Edition - High Performance (DBCS EE-HP)
If every database instance contains three or less user-created PDBs each, licensing is not required since the Oracle Multitenant option is not in use.
If any database instance contains more than three user-created PDBs, the Oracle Multitenant option is in use. However, separate licensing is not required for this option since it is already included in the Oracle Database license.
Important: These versions and editions of Oracle Database support up to 4,096 user-created PDBs per database instance. If a database instance contains more than 4,096 user-created PDBs, Software Asset Management creates removal candidates for the additional PDBs. You must remove the additional PDBs to maintain compliance.
Oracle Database Cloud Service Enterprise Edition - Extreme Performance (DBCS EE-EP)
Oracle Database Exadata Cloud Service (ExaCS)
Oracle Multitenant option use cases
You can view the following use cases to better understand licensing requirements for the Oracle Multitenant option.
End of Life (EOL) and End of Support (EOS) life cycles
San Diego
In the absence of vendor-provided life cycles, assess and manage your risks by creating EOL and EOS life cycles for your software products.
You can create EOL and EOS life cycles based on industry averages, measured in months, from the General Availability (GA) dates.
Note: The life cycles can be created by the sam_user or the sam_admin role.
You can override the global industry averages by specifying custom values pertaining to a product or a publisher. The life cycles are calculated based on the product or publisher values that you specified. For details on specifying custom values in the Software Asset Workspace, see Create averages for product life cycles in workspace, and for specifying values in the Software Asset Management classic application, see Create averages for product life cycles in Software Asset Management classic.
When creating EOL or EOS life cycles, keep the following pre-requisites in mind:
The Software Asset Management Professional (com.sn_samp_master) plugin must be activated.
GA dates available for the product.
EOL and EOS life cycles not provided by the Content Service.
Product is shipped by the Content Service.
Software life cycle process
The scheduled job SAM - Generate Data For Software Lifecycle Report collects data for life cycles for products whose GA dates are available and published by the Content Service. This scheduled job checks if all these GA records have an EOL or EOS life cycle record associated with them. If no EOL or EOS life cycle record is created by you or the Content Service, then calculated EOL or EOS life cycle records are created by another scheduled job, SAM - Create Calculated Software Lifecycles.
For the scheduled job SAM - Create Calculated Software Lifecycles to generate life cycles, keep the following in mind:
If domain separation is disabled, enable the com.snc.samp.generate.calculated.lifecycles system property in the System Property [sys_properties] table.
If domain separation is enabled, use the Application Properties [sys_application_properties] table to enable the com.snc.samp.generate.calculated.lifecycles) property. In the Application Properties [sys_application_properties] table, click the com.snc.samp.generate.calculated.lifecycles property to open the Application Properties page. Scroll down to Application Property Values and click New to create a record. The Application Property and Domain fields are pre-filled with values. In the Value field, enter true and click Submit. You also need to enable reconciliation by specifying the value of the column Run asset process [run_asset_process] to be true in the Domain Asset Process Setting [alm_domain_asset_process_setting] table.
Note: Reconciliation can be enabled either for the parent domain or for the child domain; it cannot be enabled for both the parent and the child domains.
The calculated life cycles and the life cycles created by you are stored in the Custom Software Product Lifecycle [sam_custom_product_lifecycle] table. Life cycles created by the Content Service are stored in the Software Product Lifecycle [sam_sw_product_lifecycle] table.
The industry averages are stored in the Software Lifecycle Averages [samp_sw_lifecycle_averages] table. The life cycles created using these averages have their source column defined as calculated.
Note: If you create an EOS or EOL record, then an EOL or EOS created by the scheduled job gets deleted in the next Content Service update, as priority is given to the custom records that you create. Similarly, if the scheduled job creates EOL and EOS records and then you create custom records, the records created by the scheduled job are deleted in the next Content Service update, as the custom records take precedence.
Once created, the EOL and EOS life cycles are visible in the software model page.
Note: If a sam_user or sam_admin deletes an EOL or EOS life cycle on a software model, the life cycles are not reinstated back to the software model.
models and Software entitlementsCustom publisher part numbers (PPN) (San Diego)
Custom publisher part numbers (PPN)
San Diego
Propagate changes to entitlements and software models by replacing your custom PPNs and custom discovery maps (DMAPs) with the Software Asset Management Content Service PPNs and DMAPs.
Note: Custom PPNs that use a part number that is not a valid SKU from the publisher can't be replaced.
Once the Content Service updates are downloaded to your instance, the scheduled job, SAM - Find Product Definition Suggestions, runs. The scheduled job checks all custom PPN and DMAP records to find corresponding PPN and DMAP matches on the Content Service. If a match for the custom PPN and DMAP is found, then a suggestion record is created in the Part number suggestions [samp_sw_part_number_suggestion] table. You can view the suggestions record by navigating to the Part number suggestions option.
Note: If you have excluded custom PPNs from the Content Service by selecting the Exclude from content service option in the Custom Part Number form, then suggestions aren't shown for those custom PPNs.
Note: For details on viewing the suggestion records, see View publisher part number (PPN) suggestions in workspace or View publisher part number (PPN) suggestions in Software Asset Management classic.
You can accept or reject the suggestions. If you accept the suggestion, the custom PPN and DMAP are replaced with the Content Service PPN and DMAP. All changes to entitlements and software models are propagated automatically.
The propagation of the content service PPN results in the following changes:
All impacted entitlements are updated with the new PPN.
Downgrade rights associated with the content service DMAP gets copied to the entitlement.
Downgrade rights that are copied overwrite any existing entries made by you.
Values for license type and license metric get modified based on the PPN (where needed).
Entitlement remains in the In usestate.
The propagation of the Content Service DMAP results in the following changes:
Associated software model is updated with the new DMAP.
Fields get impacted on the software model:
Short description, Asset tracking strategy/unit, next version.
Suite components/parents get overwritten with the Content Service DMAP values.
Any custom components that were added are deleted, as stated in a warning.
Life cycles get overwritten (with a warning message).
Importing Microsoft entitlements from a Microsoft License Statement (MLS)
San Diego
You can import entitlements from an MLS to automatically define the license details and license agreements that are matched to your Microsoft software models.
An MLS is a report that contains a comprehensive inventory of licensing information for each of your Microsoft products. This report provides an in-depth look into your company's entire license transaction history, which you can use to better forecast your Microsoft licensing needs.
Each MLS contains the following information:
Organization Summary: Scope of the MLS, including the MLS type and the organizations that are associated with the MLS.
License Summary: Summary of the licenses that you are entitled to use.
Transaction Summary: Detailed transaction information for each license.
License Agreement: License agreements that are associated with each license.
Transaction Data: Additional transaction information for each license.
Frequently Asked Questions and Glossary: Answers to frequently asked questions and definitions for common Microsoft terminology.
Pivot Data: Data that you can use to generate a license position for Microsoft.
When you import licensing information from an MLS, Software Asset Management automatically creates entitlements and license agreements using data from only the Transaction Data tab of the MLS.
Import Microsoft entitlements from a Microsoft License Statement (MLS) in Software Asset Management classic
Import entitlements from an MLS using the Software Asset Management classic application.
Import Microsoft entitlements from a Microsoft License Statement (MLS) in the Software Asset Workspace
Import entitlements from an MLS using the Software Asset Workspace.
SAM-Software Usage Data Integration API
San Diego
The SAM-Software Usage Data Integration API provides endpoints to create and update records in the Software Usage [samp_sw_usage] table.
This API requires activation of the Software Asset Management Professional (com.snc.samp) plugin. It also requires that you have either the sam_admin or sam_developer role to access the endpoint.
SAM-Software Usage Data Integration - POST /sam_software_usage_integration/createOrUpdate
Creates or updates a specified record in the Software Usage [samp_sw_usage] table.
You can create/update one or more software usage records in a single call.
URL format
Versioned URL: /api/now/{api_version}/sam_software_usage_integration/createOrUpdate
Default URL: /api/now/sam_software_usage_integration/createOrUpdate
Supported request parameters
Path parameters
Name Description
api_version Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest.
Data type: String
Query parameters
Name Description
None
Request body parameters (XML or JSON)
Name Description
items List of column names and values for each field to store in the software usage record.
The column information that you must pass depends on the value you specify for reclamation_type (which is a required field):
Possible reclamation_type values and the column information that must be passed:
total_usage:
configuration_item
last_used_time
month_used
norm_product
year
last_used_date:
configuration_item
norm_product
The combination of these fields uniquely identify a record. If the record is not found in the table, a new record with the specified fields is created; otherwise the existing record is updated.
Data type: Array
Headers
The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.
Request headers
Header Description
Accept Data format of the response body. Supported types: application/json or application/xml.
Default: application/json
Content-Type Data format of the request body. Supported types: application/json or application/xml.
Default: application/json
Response headers
Header Description
None
Status codes
The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.
Status codes
Status code Description
200 Successful. The request was successfully processed.
401 Unauthorized. The user credentials are incorrect or have not been passed.
404 Not found. The requested item was not found.
405 Invalid method. The functionality is disabled.
500 Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.
Response body parameters (JSON or XML)
Name Description
items Name-value pair list of all fields in the software usage record.
Data type: Array (content varies)
Example: cURL request
The following example illustrates how to create a new software usage record.
curl -X POST "https://instance.servicenow/api/now/sam_software_usage_integration/createOrUpdate" \
-H "Accept: application/json" \
-H "Content-Type: application/json" \
-d "{'items': [\
{
'configuration_item':'eaa9604d3790200044e0bfc8bcbe5dc1',\
'month_used':2,\
'norm_product':'40209c060b3022002d6c650d37673a89',\
'norm_publisher':'24dcccc20b3022002d6c650d37673ab3',\
'reclamation_type':'total_usage',\
'usage_count': 13,\
'total_usage_time':13,\
'year':2020
}\
]}"
{
"result": {
"reply": {
"items": [
{
"configuration_item": "eaa9604d3790200044e0bfc8bcbe5dc1",
"month_used": 2,
"norm_product": "40209c060b3022002d6c650d37673a89",
"norm_publisher": "24dcccc20b3022002d6c650d37673ab3",
"reclamation_type": "total_usage",
"usage_count": 13,
"total_usage_time": 13,
"year": 2020,
"sysId": "13d15fe59d511010f8772c637e39afe5",
"status": "INSERT"
}
]
},
"message": "Ok"
}
}
Example
The following example illustrates how to update multiple software usage records in a single call.
curl -X POST "https://instance.servicenow/api/now/sam_software_usage_integration/createOrUpdate" \
-H "Accept: application/json" \
-H "Content-Type: application/json" \
-d "{'items': [\
{\
'configuration_item': 'eaa9604d3790200044e0bfc8bcbe5dc1',\
'month_used': 2,\
'norm_product': '40209c060b3022002d6c650d37673a89',\
'norm_publisher': '24dcccc20b3022002d6c650d37673ab3',\
'reclamation_type': 'total_usage',\
'usage_count': 13,\
'total_usage_time': 13,\
'year': 2020
},
{\
'configuration_item': '0aa9e80d3790200044e0bfc8bcbe5da0',\
'month_used': 2,\
'norm_product': '40209c060b3022002d6c650d37673a89',\
'norm_publisher': '24dcccc20b3022002d6c650d37673ab3',\
'reclamation_type': 'total_usage',\
'usage_count': 19,\
'total_usage_time': 19,\
'year': 2020
},
{\
'configuration_item': 'a0a9a80d3790200044e0bfc8bcbe5d3c',\
'month_used': 2,\
'norm_product': '40209c060b3022002d6c650d37673a89',\
'norm_publisher': '24dcccc20b3022002d6c650d37673ab3',\
'reclamation_type': 'total_usage',\
'usage_count': 7,\
'total_usage_time': 7,\
'year': 2020},
{\
'configuration_item': '48a9280d3790200044e0bfc8bcbe5d55',\
'month_used': 2,\
'norm_product': '40209c060b3022002d6c650d37673a89',\
'norm_publisher': '24dcccc20b3022002d6c650d37673ab3',\
'reclamation_type': 'total_usage',\
'usage_count': 1,\
'total_usage_time': 1,\
'year': 2020},
{\
'configuration_item': '61a9680d3790200044e0bfc8bcbe5d11',\
'month_used': 2,\
'norm_product': '40209c060b3022002d6c650d37673a89',\
'norm_publisher': '24dcccc20b3022002d6c650d37673ab3',\
'reclamation_type': 'total_usage',\
'usage_count': 18,\
'total_usage_time': 18,\
'year': 2020}
]}"
{
"result": {
"reply": {
"items": [
{
"configuration_item": "eaa9604d3790200044e0bfc8bcbe5dc1",
"month_used": 2,
"norm_product": "40209c060b3022002d6c650d37673a89",
"norm_publisher": "24dcccc20b3022002d6c650d37673ab3",
"reclamation_type": "total_usage",
"usage_count": 13,
"total_usage_time": 13,
"year": 2020,
"sysId": "13d15fe59d511010f8772c637e39afe5",
"status": "INSERT"
},
{
"configuration_item": "0aa9e80d3790200044e0bfc8bcbe5da0",
"month_used": 2,
"norm_product": "40209c060b3022002d6c650d37673a89",
"norm_publisher": "24dcccc20b3022002d6c650d37673ab3",
"reclamation_type": "total_usage",
"usage_count": 19,
"total_usage_time": 19,
"year": 2020,
"sysId": "2cd15fe59d521010f9772c637e39aff4",
"status": "UPDATE"
},
{
...
},
]
},
"message": "Ok"
}
}
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