Troubleshooting and Scheduled Troubleshooting
Introduction | Ad-hoc Troubleshooting | Scheduled Troubleshooting
Introduction
Discovery Admin can be configured to run via Ad-hoc Troubleshooting and Scheduled Troubleshooting.
Ad-hoc Troubleshooting
Ad-hoc Troubleshooting is designed to address the following use cases:
Comprehensive analysis for one or more Discovery Status Records to get immediate insights into why a CI is not being discovered (typically in Prod)
Comprehensive analysis when in 'Project Mode' or when adding scope to existing recurring Discovery Schedules (typically in non-Prod)
Comprehensive analysis of pre-determined Discovery Status Records (corresponding to Discovery Schedules) on an as-needed basis (in Prod and non-Prod)
While Ad-hoc Troubleshooting addresses the use cases above, our main goal with Discovery Admin is to configure Scheduled Troubleshooting so we can analyze all the Logs generated by ServiceNow Discovery, automatically, on a recurring basis.
Scheduled Troubleshooting
Since ServiceNow Discovery runs on a recurring basis, it makes sense to have the analysis run on a recurring basis, aligned with when ServiceNow Discovery runs.
We can scope to troubleshoot ALL the Logs generated by ServiceNow Discovery or focus our efforts on a sub-set of ServiceNow Discovery Schedules, aligned with Data Centers, Geographic Locations, Business Units, etc.
Scheduled Troubleshooting is designed to address the following use cases:
Proactive, automated hands-free analysis with the latest view into which CIs are not being discovered and direct insights into remediation steps to resolve the identified issues.
Visualization into historical insights for prioritized Incident Error Codes, which can be grouped and trended.
Operationalization with Incident Generation to automatically engage the correct stakeholders and teams via the existing Incident Management process.
Scheduled Troubleshooting with Discovery Admin changes our relationship with the Logs generated by ServiceNow Discovery.
It is an innovative approach to operationalize the maintenance of ServiceNow Discovery, understood and embraced by teams and leaders who understand the importance of an accurate and reliable CMDB leveraging ServiceNow Discovery.
Without Discovery Admin, the focus is to REACTIVELY figure out why CIs are not being Discovered.
With Discovery Admin, the analysis in a non-issue and stakeholder engagement happens PROACTIVELY and AUTOMATICALLY.
As a result, our focus is to build relationships within the organization, leveraging the results of Discovery Admin, to ensure ongoing remediation of identified issues, and set the foundation for an accurate and reliable CMDB.