Where can operating system support dates be tracked?

pnevwebster
Kilo Contributor

‎04-10-2019 06:22 AM

Where would you track the support dates for operating systems?  Do you have to create a software model to track these dates? 

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cody_wolf
ServiceNow Employee
ServiceNow Employee

‎04-10-2019 09:06 AM

Lifecycle data for the O/S.

1.  Check that your have a SW INSTALL reflecting the O/S installed on the CI

2.  Check that your have a normalized Discovery Model for the O/S software install

3.  Check that your have a SW Model with a Discovery Map filled out reflecting the O/S software entitlement

The lifecycle data (if available) will show up on the SW Model.

 

 

Daniel Slocum
ServiceNow Employee
ServiceNow Employee

‎04-11-2019 01:19 PM

As usual, Cody is correct.  ServiceNow SAM populates lifecycle data from our library into the Software Model Lifecycles related list found on a Software Model record.  The data is related to the Discovery Map chosen.  If by chance we don't have data in our library, you can add it to the Software Model Lifecycles related list and it will be sent to ServiceNow for evaluation to be added to the content available to all customers, provided you've opted into the content service.

In short, if you want to track lifecycles for OS software, you do need to create a SW Model.  

Regards,

Daniel

pnevwebster
Kilo Contributor

‎04-12-2019 01:26 PM

Thank you. I did find the table I can query to identify which discovery maps have the life cycle data populated.

 

What is the best method to communicate back to Service Now if we find a data map does not exist for a newer version of software we are discovering?  

 

Pat

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Daniel Slocum
ServiceNow Employee
ServiceNow Employee
In response to pnevwebster

‎04-19-2019 09:25 AM

Opting into the Content Service is the best way.  Any Discovery Model which isn't fully normalized will be anonymously sent to ServiceNow by a scheduled job.  The content team receives these and after validation of the software title, version, and publisher, they create all the content needed to normalize the software, create a software model, and create the related discovery map.

A secondary option is to open a case in https://hi.service-now.com/hisp.  When you do so, you'll want to create a .csv export of your Discovery Model table filtering out any records in a state of New or Normalized.  Be sure to upload the file to the Case.  The data will be sent to the content team for evaluation and inclusion.

The last option is to send an email to me and I'll assist. daniel.slocum@servicenow.com  To those reading this post, say a few years from now (4/19/2019), you might want to check that I'm still in this role of SAM Product Success Manager before sending.  I'd hate to see your data land in a black hole! 

Regards,

Daniel

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