--- sourceDocument: Australia IT Operations Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-operations-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Operations Management ft:clusterId : - itom bundleId : - itom workflow : - Technology --- # ITOM Content Service # ITOM Content Service {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of ITOM Content Service ServiceNow® ITOM Content Service provides comprehensive visibility of products within your infrastructure, utilizing Predictive Intelligence for ongoing discovery and management of configuration items (CIs) in the CMDB. This service updates weekly, ensuring that you have timely access to information about new and existing IT products. Show full answer Show less ## Key Features * Weekly identification of current products and delivery of new CIs. * AI-driven recognition of running process fingerprints and SNMP System OIDs to enhance monitoring. * Ability to filter out irrelevant processes that do not qualify as CIs. * Integration with Software Asset Management (SAM) to enhance visibility of software processes and identify redundancies. * Service Mapping compatibility allows users to leverage Service Fingerprints for better application service identification. ## Key Outcomes By utilizing ITOM Content Service, you can expect: * Improved visibility into both installed and running software, including services that do not require installation. * Automated suggestions for application services based on classified components, aiding in informed decision-making. * Enhanced data synchronization through the Continuance Delivery System (CDS) for secure sharing of application fingerprint process data. * Control over data permissions within the Discovery Admin Workspace, facilitating tailored access and security management. ServiceNow® ITOM Content Service offers extensive visibility of products in your infrastructure. The classification of processes identified by Predictive Intelligence enables wider discovery and weekly updates of new configuration items in the CMDB. Use the Discovery Admin Workspace to review and manage ITOM Content Service suggestions. Figure 1. ITOM Content Service Model ## About ITOM Content Service {#discovery-content-services__section_zdb_qml_5zb} ITOM Visibility offers multiple methods of discovering products in your infrastructure. When running discovery with Discovery and Service Mapping Patterns for example, each pattern searches for one version of a product and can offer in-depth visibility of the product's information. While your infrastructure is growing at scale, and new IT products are rapidly released to the market, you must have wider, rapidly updating visibility. Every week, ITOM Content Service identifies products that you're currently using and delivers new Configuration Items (CI) for your usage. The latest version of Discovery Admin Workspace enables you to refresh the content service suggestions manually before reviewing them. ITOM Content Service provides the following benefits: * Reviews the products that you're currently using every week and delivers new configuration items (CIs). * Based on AI, it helps you identify running processes fingerprints and SNMP System OIDs and create the CIs you need for monitoring your infrastructure. * Identifies irrelevant processes that aren't suitable candidates for CIs. * Discovers a higher number of products by using AI capabilities that cluster and classify running application processes. {#discovery-content-services__ul_wx5_qxs_c1c} ## Benefits of Software Asset Management integration with ITOM Content Service {#discovery-content-services__section_xrf_pts_c1c} ITAM Software Asset Management (SAM) users benefit from the integration with ITOM Content Service in multiple ways. * Gain visibility on the processes currently running on the installed software. This also enables you to find out which installed software doesn't have running processes and might be redundant. * ITOM Content Service compliments Software Asset Management in cases of services that don't require installation, for example, an Oracle database that runs as a service and isn't installed. In cases like this, ITOM Content Service creates the installed software record based on combining the process fingerprint data with the data discovered by SAM. Without ITOM Content Service, you can't gain this kind of visibility. * Using file-based discovery capabilities, ITOM Content Service can discover a running system file that is identified with an app. For example, ITOM Content Service can match an installed software record to an Apache Kafka running an exe file. For more information, see [File-based Discovery](https://www.servicenow.com/docs/RB2dlcuY_Ka2URmlGBvz7g "File-based Discovery helps you identify what software is running on your Windows and UNIX servers and devices, even if there’s no registration information available. You can then manage and maintain records of your software licenses, check for unlicensed files, detect forbidden or damaged files, and help evaluate any threats from unwanted files."). {#discovery-content-services__ul_cxq_flk_zzb}For more information on Software Asset Management, see [Software Asset Management Content Service](https://www.servicenow.com/docs/access?context=c_SAMContentService&version=australia&pubname=australia-it-asset-management&ft:locale=en-US). ## Benefits of using Service Mapping with ITOM Content Service {#discovery-content-services__section_lsd_pc4_1dc} With the latest version of ITOM Content Service, Service Mapping users can leverage Service Fingerprints suggestions to identify and select application services based on classified components. By viewing component details such as product, product category, publisher, and description, you can make informed decisions about which candidates to convert into application services. You can also see which additional processes can be integrated into the service, as certain processes collectively build a comprehensive service when combined. Both ITOM Content Service suggestions and Service Fingerprints offer automated, weekly suggestions for candidates, but they differ in a few ways. {#discovery-content-services__table_gcc_3xc_bdc__entry__6} | Name | Type | Identifies | Focus | Details on publisher | Location | |-|-|-|-|-|-| | ITOM Content Service suggestions | Process fingerprints | Individual processes, which could be components of a service or standalone. | Specific actions of a process, offering higher granularity. | Process's publisher. If a process is part of a service but has a different publisher, the process provides details only about its own publisher. | Content service suggestions tab in Discovery Admin Workspace Content 360 | | Service Fingerprints | Service fingerprints | Services based on classified components. | The service as a whole, providing a broader perspective. | Service's publisher. If a process is part of a service but has a different publisher, the service fingerprint provides details only about the service's publisher. | Service Fingerprints tab in Service Mapping workspace | [Table 1. Comparison between ITOM Content Service suggestions and Service Fingerprints] {#discovery-content-services__table_gcc_3xc_bdc} For more information about using Service Fingerprints in Service Mapping, see [Map application services based on Automated Service Suggestions](https://www.servicenow.com/docs/zRk5WtU1NKQdno6uhRBUIw "Map a new application service based on automatically generated suggestions. Use the Automated Service Suggestions or Service Fingerprints features to create a new application service or add to an existing service in a few clicks."). For more information about Service Fingerprints candidates, see [KB1706310](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1706310). ## Managing ITOM Content Service with the Discovery Admin Workspace {#discovery-content-services__section_jgc_54q_5zb} Review recommended actions and application suggestions and configure discovery through Discovery Admin Workspace. Note that the Discovery Admin Workspace is supported starting with the Vancouver release. For more information, see [Discovery Admin Workspace Content 360](https://www.servicenow.com/docs/NqN2RKbUV7dahUnZDPnLrQ "The Content 360 page enables you to discover applications and evaluate application suggestions based on machine learning or crowd-sourced resources. Then, create configuration items with a single click."). ## Sharing data on the CDS {#discovery-content-services__content-service-2} The Continuance Delivery System (CDS) is a ServiceNow® technology that synchronizes data between the Data Services instance that stores and distributes data and the customer instances. Opting in to sharing application fingerprint process data with ITOM Content Service through the CDS enables them to be tagged and classified by AI librarians. ITOM Content Service then delivers new CIs every week. Your data is shared with your ServiceNow® instance in a safe environment. You can control access to your data by setting permissions in the Discovery Admin Workspace. The three options for sharing your data are: * Sharing the running processes fingerprint data, which enables access to the Process Groups \[cmdb_process_groups\] table. * Sharing the SNMP System OIDs data, which enables access to the SNMP OID \[discovery_snmp_oid\] table. * Sharing the Service Info data of mapped candidates, which enables access to the Application Service Candidate \[application_service_candidate\] table (starting with ITOM Content Service version 1.6.2 and Discovery Admin Workspace version 1.11.0). {#discovery-content-services__ul_ulk_dpf_vzb} For more information on setting the permissions, see [Share data on ITOM Content Service](https://www.servicenow.com/docs/PtZO9zRPxW4xRvnJ6s4EQg "Control data sharing by opting in or out of ITOM Content Service sharing options using the Discovery Admin Workspace.")