Domain separation and Subscription Management
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Summary of Domain separation and Subscription Management
Domain separation in Subscription Management allows you to logically segment data, processes, and administrative tasks into distinct domains within your ServiceNow instance. This separation controls user access to subscription data and usage, enabling better management across multiple tenants. The feature is supported at a Basic level with some specific conditions and is available only in domain-separated instances.
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Subscription Management leverages domain separation to manage user-based subscriptions and monitor Now Assist usage, ensuring subscription data is appropriately partitioned by domain.
How Domain Separation Works for User-Based Subscriptions
- Subscription details include domain information for each user allocated a subscription, visible in the Subscribed users tab.
- Service provider (SP) domain users can view all tenant domains, including child and grandchild domains, and filter users by domain hierarchy.
- Tenant domain users can only view subscription allocations from the global domain and their own domains, not from parent or sibling domains.
- User records created before enabling domain separation remain in the global scope until assigned to a domain manually.
- Subscription allocations to global users appear across all domains.
- The Allocation Summary shows total subscription allocations across domains, helping administrators avoid over-allocations in tenant domains.
- If allocation changes aren’t reflected promptly, clearing the cache is recommended.
Monitoring Now Assist Usage by Domain
- In domain-separated instances, Subscription Management tracks Now Assist usage by domain.
- SP domain users can view assist usage at the domain level through the Subscription Management interface.
- Tenant domain users can only see their own Now Assist usage and not usage details from parent or sibling domains.
Practical Implications for ServiceNow Customers
Implementing domain separation with Subscription Management enables you to:
- Ensure subscription data and usage metrics are properly segmented and secured by domain.
- Provide tenant administrators with visibility limited to their domains, maintaining data privacy and governance.
- Allow service providers to oversee subscription allocations and assist usage across multiple tenants for efficient resource management.
- Avoid subscription overallocation through consolidated allocation summaries.
This capability is essential for customers managing multiple tenants or business units within a single ServiceNow instance, ensuring clear boundaries and accurate subscription tracking.
Domain separation is supported for Subscription Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Support level: Basic*
The support level is Basic but has some exceptions or special conditions.
- Business logic: Ensure that data goes into the proper domain for the application’s service provider (SP) use cases.
- The user interface, cache keys, reporting, rollups, and aggregations all use the domain at production run time.
- The owner of the instance must be able to set up the application to function across multiple tenants.
For more information on support levels, see Application support for domain separation.
Overview of domain separation inSubscription Management
Subscription Management enables you to manage your subscriptions and monitor subscription usage on your instances. Domain separation is enabled for user-based subscriptions and for monitoring Now Assist usage.
How domain separation works for user-based subscriptions in Subscription Management
In domain-separated instances, Subscription Management provides information about the domain of each user that has been allocated a user-based subscription.
Users in the SP domain can view the domains that each of their tenant users is a part of from the Subscribed users tab of subscription details. The Domain column shows the domain hierarchy of all child and grandchild domains and enables you to filter subscribed users by domain.
Users in tenant domains can only view subscription allocations from the global domain and domains that their organization manages. Users in tenant domains can't see user subscription allocations from parent or sibling domains.
The Allocation Summary section in the subscription details displays information based on the total number of subscription allocations available across all domains. Administrators can use this information to help avoid over-allocating user subscriptions in tenant domains.
If you make allocation changes that aren't reflected in the Allocation Summary or Allocation History, clear the cache.
Monitoring Now Assist usage by domain
In domain-separated instances with Now Assist, Subscription Management provides information about assist usage by domain.
Users in the SP domain can view assist usage by domain by navigating to and reviewing the current instance details.
Users in tenant domains can only view their own Now Assist usage. Users in tenant domains can't see the number of assists used in parent or sibling domains.