Customer Use Cases

Introduction

After numerous iterations resulting from working closely with and getting inputs from more than 50 Discovery Admin Customers, we learned that troubleshooting (millions of logs generated by ServiceNow Discovery) is only one of the many Use Cases, foundational to the ongoing maintenance and the end-to-end operationalization of ServiceNow Discovery.

The Features and Benefits of the current version of Discovery Admin address Use Cases that we didn’t even know we needed when we first created Discovery Admin to troubleshoot ServiceNow Discovery Logs.

Reach out to your Discovery Admin point-of-contact to learn more about any Use Cases that resonate with you and explore how Discovery Admin can address those and many other Use Cases to make ServiceNow Discovery work EVEN BETTER.

Section 1: Foundational Use Cases

Use Case Description	Video Link	Category
(1) Troubleshoot ServiceNow Discovery Logs and over-ride Resolution Instructions	3 mins :: 03 secs	Operational Efficiency
(2) Retain ServiceNow Discovery Logs BEFORE they get Deleted	1 min :: 36 secs	New Concept
(3) All the Details are in ONE Place	1 min :: 42 secs	Operational Efficiency
(4) Recommendations for Who Should Resolve the Issue	1 min :: 15 secs	Operational Excellence
(5) Direct Access to Pattern Logs	1 min :: 22 secs	Operational Efficiency
(6) Automatically Schedule the Troubleshooting	1 min :: 41 secs	New Concept
(7) Trending Reports WITHOUT Performance Analytics	1 min :: 09 secs	Tangible ROI
(8) Control Incident Generation Scope	1 min :: 10 secs	Operational Excellence
(9) Completely Populated Incident	1 min :: 44 secs	Operational Efficiency

Section 2: Confidently Ignore Non-Actionable Error Logs

Use Case Description	Video Link	Category
(1) The non-intuitive importance of Eliminating Noise	2 min :: 08 secs	New Concept
(2) Ignore Superfluous Errors Automatically	1 min :: 55 secs	Operational Efficiency
(3) Ignore Errors on certain Network Adaptors	1 min :: 54 secs	Operational Excellence
(4) Ignore Errors on CIs that are Successfully Discovered	1 min :: 04 secs	New Concept
(5) Ignore Errors on out-of-scope CIs	1 min :: 30 secs	Operational Excellence
(6) Ignore Errors on CIs populated via another Source	1 min :: 11 secs	New Concept
(7) Ignore Errors based on Other Errors at that same IP Address	1 min :: 28 secs	New Concept
(8) Ignore one-off Errors	1 min :: 23 secs	Operational Efficiency
(9) Ignore Errors by intuitively identifying CIs that are NOT in Scope	1 min :: 38 secs	New Concept

Section 3: Intentionally Prioritize Which Errors to Fix

Use Case Description	Video Link	Category
(1) Increase granularity	1 min :: 20 secs	New Concept
(2) Fix a Handful to Fix Many	1 min :: 42 secs	New Concept
(3) Fix Errors on CIs already present in the CMDB	1 min :: 15 secs	New Concept
(4) Prioritize the remediation of errors by engaging the Support Team	1 min :: 04 secs	Operational Excellence
(5) Prioritize Recurring Issues	0 min :: 59 secs	Operational Efficiency

Section 4: MID Servers - Discovery Schedules - Credential Affinities

Use Case Description	Video Link	Category
(1) Identify MID Server Issues	1 min :: 43 secs	Operational Efficiency
(2) Identify MID Servers with Missing ACLs - for SNMP Discovery	1 min :: 27 secs	New Concept
(3) Identify Schedule Design Gaps	1 min :: 40 secs	Operational Excellence
(4) Exclude specific IP Ranges without hardcoding IP Addresses or Ranges	1 min :: 51 secs	New Concept
(5) Identify auto-canceled Discovery Schedules	0 min :: 59 secs	Operational Efficiency
(6) Identify Errors due to Credential Rotation	1 min :: 21 secs	New Concept
(7) Direct Insight into ALL previous Credential Affinities	1 min :: 11 secs	Operational Efficiency

Section 5: Advanced Use Cases

Use Case Description	Video Link	Category
(1) Proactive Fixing of One Issue that Caused Another	2 mins :: 52 secs	New Concept
(2) Mitigate stale DNS	1 min :: 19 secs	Operational Excellence
(3) Prioritize CMDB Lookup	1 min :: 09 secs	New Concept
(4) Provide deep Insights via CMDB Lookup	1 min :: 45 secs	Operational Excellence
(5) Remediate SNMP Errors NOT captured in ServiceNow Discovery Logs	1 min :: 13 secs	New Concept
(6) Segregate Overlapping IP Addresses	1 min :: 40 secs	Operational Efficiency
(7) Analyze Unique Logs - including ones generated from Customizations	1 min :: 27 secs	Tangible ROI

Section 6: The People Factor

Use Case Description	Video Link	Category
(1) Actionable Documentation	2 min :: 21 secs	New Concept
(2) Engage Resources ONLY When Needed	1 min :: 49 secs	Tangible ROI
(3) Track the Work Done to Remediate Issues	1 min :: 34 secs	New Concept
(4) Capture Tribal Knowledge	2 mins :: 20 secs	Operational Excellence
(5) Engage the Team and provide them ALL the Context	1 min :: 27 secs	Operational Excellence
(6) Simplify Engagement for the Teams Responsible for Resolving Identified Issues	1 min :: 55 secs	Operational Efficiency
(7) Enable Accountability for the Teams Responsible for Resolving Identified Issues	1 min :: 57 secs	Operational Excellence
(8) Get more Value FROM your Implementation Partners	2 min :: 23 secs	Tangible ROI
(9) Get more Value FROM your outsourced Managed Service Providers	2 min :: 06 secs	Tangible ROI

Section 7: Beyond the Results of Discovery Admin

Use Case Description	Video Link	Category
(1) Seamless Installation and Upgrades	1 min :: 07 secs	Operational Efficiency
(2) Intentional out-of-the-box Roles	0 min :: 54 secs	New Concept
(3) Remediation while Onboarding CIs into the CMDB	1 min :: 11 secs	New Concept
(4) Automated Resolution of Identified Issues	1 min :: 37 secs	Operational Efficiency
(5) Set the foundation to support Service Mapping and Asset Management	1 min :: 11 secs	Tangible ROI
(6) Maximize your Investment in ServiceNow	1 min :: 23 secs	Tangible ROI