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Customer Use Cases

Introduction | How to Navigate this Page

Section 1 | Section 2 | Section 3 | Section 4 | Section 5 | Section 6 | Section 7


 

Introduction

 

Discovery Admin started as a solution to automate the troubleshooting of the Logs generated by ServiceNow Discovery, 100x faster than an experienced ServiceNow Discovery Administrator, resulting in an accurate and reliable CMDB. 


However, 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.


 

How to Navigate this Page

 

The Sections below capture more than 50 Customer Use Cases providing a quick summary of how Discovery Admin has been leveraged to operationalize the maintenance of ServiceNow Discovery well beyond the obvious (and trivial) Use Case of simply Troubleshooting ServiceNow Discovery Logs.


Click on the corresponding time-stamped link (opens in a new window) aligned with each Use Case to see a short 1-minute to 3-minute summary.

Each Use Case is also tagged with the following:

  • TangibleROI: helps quantify real dollar savings aligned with other ServiceNow investments

  • OperationalEfficiency: helps quantify real dollar savings which can be reallocated

  • OperationalExcellence: helps improve data quality and employee experiences

  • NewConcept: helps explain a unique and innovative approach enabled ONLY by Discovery Admin


To highlight relevant use cases, simply search for any of the 4 tags on this page using your browser's 'find' feature.

These tags help filter and prioritize the 50+ Use Cases for better alignment with your current objectives and goals for ServiceNow Discovery, CMDB, and the ServiceNow Platform.


 

Section 1: Foundational Use Cases

 

  1. Troubleshoot ServiceNow Discovery Logs (3 mins :: 03 secs) <-> OperationalEfficiency

  2. Retain ServiceNow Discovery Logs BEFORE they get Deleted (1 min :: 36 secs) <-> NewConcept

  3. All the Details are in ONE Place (1 min :: 42 secs) <-> OperationalEfficiency

  4. Recommendations for Who Should Resolve the Issue (1 min :: 15 secs) <-> OperationalExcellence

  5. Direct Access to Pattern Logs (1 min :: 22 secs) <-> OperationalEfficiency

  6. Automatically Schedule the Troubleshooting (1 min :: 41 secs) <-> NewConcept

  7. Trending Reports WITHOUT Performance Analytics (1 min :: 09 secs) <-> TangibleROI

  8. Control Incident Generation Scope (1 min :: 10 secs) <-> OperationalExcellence

  9. Completely Populated Incident (1 min :: 44 secs) <-> OperationalEfficiency


 

Section 2: Confidently Ignore Non-Actionable Error Logs

 

  1. The non-intuitive importance of Eliminating Noise (2 min :: 08 secs) <-> NewConcept

  2. Ignore Superfluous Errors Automatically (1 min :: 55 secs) <-> OperationalEfficiency

  3. Ignore Errors on certain Network Adaptors (1 min :: 54 secs) <-> OperationalExcellence

  4. Ignore Errors on CIs that are Successfully Discovered (1 min :: 04 secs) <-> NewConcept

  5. Ignore Errors on out-of-scope CIs (1 min :: 30 secs) <-> OperationalExcellence

  6. Ignore Errors on CIs populated via another Source (1 min :: 11 secs) <-> NewConcept

  7. Ignore Errors based on Other Errors at that same IP Address (1 min :: 28 secs) <-> NewConcept

  8. Ignore one-off Errors (1 min :: 23 secs) <-> OperationalEfficiency

  9. Ignore Errors by intuitively identifying CIs that are NOT in Scope (1 min :: 38 secs) <-> NewConcept


 

Section 3: Intentionally Prioritize Which Errors to Fix

 

  1. Increase granularity (1 min :: 20 secs) <-> NewConcept

  2. Fix a Handful to Fix Many (1 min :: 42 secs) <-> NewConcept

  3. Fix Errors on CIs already present in the CMDB (1 min :: 15 secs) <-> NewConcept

  4. Prioritize the remediation of errors by engaging the Support Team based on the criticality of the Application running on the specific Server (1 min :: 04 secs) <-> OperationalExcellence

  5. Prioritize Recurring Issues (0 min :: 59 secs) <-> OperationalEfficiency


 

Section 4: MID Servers - Discovery Schedules - Credential Affinities

 

  1. Identify MID Server Issues (1 min :: 43 secs) <-> OperationalEfficiency

  2. Identify MID Servers with Missing ACLs - for SNMP Discovery (1 min :: 27 secs) <-> NewConcept

  3. Identify Schedule Design Gaps (1 min :: 40 secs) <-> OperationalExcellence

  4. Exclude specific IP Ranges without hardcoding IP Addresses or Ranges (1 min :: 51 secs) <-> NewConcept

  5. Identify auto-canceled Discovery Schedules (0 min :: 59 secs) <-> OperationalEfficiency

  6. Identify Errors due to Credential Rotation (1 min :: 21 secs) <-> NewConcept

  7. Direct Insight into ALL previous Credential Affinities (1 min :: 11 secs) <-> OperationalEfficiency


 

Section 5: Advanced Use Cases

 

  1. Proactive Fixing of One Issue that Caused Another (2 mins :: 52 secs) <-> NewConcept

  2. Mitigate stale DNS (1 min :: 19 secs) <-> OperationalExcellence

  3. Prioritize CMDB Lookup (1 min :: 09 secs) <-> NewConcept

  4. Provide deep Insights via CMDB Lookup (1 min :: 45 secs) <-> OperationalExcellence

  5. Remediate SNMP Errors NOT captured in ServiceNow Discovery Logs - which show up as SSH Errors (1 min :: 13 secs) <-> NewConcept

  6. Segregate Overlapping IP Addresses (1 min :: 40 secs) <-> OperationalEfficiency

  7. Analyze Unique Logs - including ones generated from Custom Probes, Custom Sensors, and Custom Patterns (1 min :: 27 secs) <-> TangibleROI


 

Section 6: The People Factor

 

  1. Actionable Documentation (2 min :: 21 secs) <-> NewConcept

  2. Engage Resources ONLY When Needed (1 min :: 49 secs) <-> TangibleROI

  3. Track the Work Done to Remediate Issues (1 min :: 34 secs) <-> NewConcept

  4. Capture Tribal Knowledge (2 mins :: 20 secs) <-> OperationalExcellence

  5. Engage the Team and provide them ALL the Context (1 min :: 27 secs) <-> OperationalExcellence

  6. Simplify Engagement for the Teams Responsible for Resolving Identified Issues (1 min :: 55 secs) <-> OperationalEfficiency

  7. Enable Accountability for the Teams Responsible for Resolving Identified Issues (1 min :: 57 secs) <-> OperationalExcellence

  8. Get more Value FROM your Implementation Partners (2 min :: 23 secs) <-> TangibleROI

  9. Get more Value FROM your outsourced Managed Service Providers (2 min :: 06 secs) <-> TangibleROI


 

Section 7: Beyond the Results of Discovery Admin

 

  1. Seamless Installation and Upgrades (1 min :: 07 secs) <-> OperationalEfficiency

  2. Intentional out-of-the-box Roles (0 min :: 54 secs) <-> NewConcept

  3. Remediation while Onboarding CIs into the CMDB (1 min :: 11 secs) <-> NewConcept

  4. Automated Resolution of Identified Issues (1 min :: 37 secs) <-> OperationalEfficiency

  5. Set the foundation to support Service Mapping and Asset Management (1 min :: 11 secs) <-> TangibleROI

  6. Maximize your Investment in ServiceNow (1 min :: 23 secs) <-> TangibleROI

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