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Managed Services for ServiceNow Discovery

Introduction | Benefits | What's Included | What's NOT Included | NOTE


 

Introduction

 

The Discovery Admin Subscription pricing can be reduced by excluding the OPTIONAL Managed Services for operationalizing the ongoing maintenance of ServiceNow Discovery using Discovery Admin.


 

Benefits of Managed Services for ServiceNow Discovery

 

  • Proactive management of the day-to-day running of ServiceNow Discovery

  • Bridge the gap, if you don't have dedicated ServiceNow Discovery Resources, due to conflicting priorities or resource transitions

  • Improve resource retention by enabling the Build Team (your best ITOM Resources) for ServiceNow Discovery to focus on embracing new ServiceNow ITOM Features, without burning them out

  • Enable segregation of duties to ensure your current implementation of ServiceNow Discovery continues to work as designed with a dedicated Run Team for ServiceNow Discovery

  • Increase your ROI for ServiceNow Discovery


 

Our Managed Services are NOT intended to replace your current Team supporting ServiceNow Discovery.

If you have a dedicated Internal Team (or are working with a ServiceNow Partner) to manage and maintain ServiceNow Discovery, we recommend you incorporate ALL the items captured in the What's Included section below, as a part of their day-to-day cadence for ServiceNow Discovery.


 

What's Included (Run Team for ServiceNow Discovery)

 

  • Deploying everything that is included with the Discovery Admin Subscription without Managed Services (ServiceNow Certified Software | Enhancements and Defect Fixes | Troubleshooting Improvements | Enablement | Ongoing Support)

  • Maintaining the configurations for all aspects of Discovery Admin including Troubleshooting, Scheduled Troubleshooting, Dashboards, and Incident Generation

  • Gathering feedback and creating new Incident Error Codes for Discovery Admin

  • Ongoing troubleshooting of ServiceNow Discovery with Discovery Admin

  • Monitoring the status of MID Servers supporting ServiceNow Discovery

  • Maintaining existing ServiceNow Discovery Schedules to ensure they run as designed and finish on time

  • Implementing ongoing updates to IP Ranges for existing ServiceNow Discovery Schedules, to ensure the ServiceNow Discovery Scans are comprehensive and complete


 

The scope included with our Managed Services is designed to segregate the Run Team supporting ServiceNow Discovery from the Build Team supporting ServiceNow Discovery.

This ensures that ServiceNow Discovery continues to work as expected while enabling your Build Team to work on other priorities including items captured in the What's NOT Included section below, without impacting the day-to-day workings of ServiceNow Discovery.


 

What's NOT Included (Build Team for ServiceNow Discovery)

 

  • Designing ServiceNow Discovery Schedules

  • Implementing new ServiceNow Discovery Schedules

  • Designing MID Servers

  • Installing new MID Servers

  • Development of new Probes and Sensors

  • Enhancements of existing Probes and Sensors

  • Development of new Patterns

  • Enhancements of existing Patterns

  • Other enhancements for ServiceNow Discovery

  • Fixing defects with ServiceNow Discovery

  • Extending the current scope of ServiceNow Discovery to discover new CI Classes and CI Attributes

  • ServiceNow Discovery Upgrades

  • MID Server Upgrades

  • Advisory and Implementation Services for the ServiceNow CMDB

  • Support for enabling and implementing the Configuration Management Process

  • Synchronizing CIs and Assets

  • Hardware Asset Management

  • Software Asset Management

  • In summary, anything ad-hoc that would be typically done as a Project that doesn't fall under the day-to-day maintenance of ServiceNow Discovery


 

NOTE

 

If you don't have a dedicated Run Team to support your ServiceNow Discovery Implementation, please reach out to your Discovery Admin point-of-contact to learn how you can incorporate Managed Services for ServiceNow Discovery, as a part of your Discovery Admin Subscription.


While access to the Customer ServiceNow Instance is preferred to perform Managed Services, it is NOT a requirement. We offer flexible options including the ability to guide and enable internal Customer resources or external Partner resources, leveraging the automation we have built-in Discovery Admin.

If Managed Services are excluded from the Discovery Admin Subscription, we do not need access to the Customer ServiceNow Instance.

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