Helsinki enhancements | IT Operations Management

New applications and changes

This article covers new features and notable changes in IT Operations Management in Helsinki.

Note: This is a summary of Helsinki features and enhancements. For full details and the most up-to-date information, see Helsinki Release Notes in the ServiceNow Product Documentation.

IT Operations Management enhancements

New and enhanced features for IT Operations Management include: 

EnhancementDescription and Requirement
Cloud Management – Amazon Web Services (AWS) Config integration

Allows real-time events from cloud providers to be received so that changes are reflected immediately instead of waiting for the next discovery.

Cloud Management – Combined cost and usage reports

Adds all providers to cost and usage reports. Reports can also be enhanced with the Performance Analytics Content Pack for Cloud Management plugin.

Cloud Management – Addition of Microsoft Azure generic VM catalog item 

Adds a sample VM catalog item using the ARM template (Azure VM instance – Advanced).

Cloud Management – Discovery reconciliation

Ensures that if a Microsoft Azure or AWS resource is removed outside of the instance and cannot be discovered, its state is marked empty. It is automatically filtered from the Virtual Asset portal and list view, and the relationship to the parent is removed.

Discovery - Managing virtual machines removed from VMware vCenter

Now, when a VMware vCenter CI, such as a virtual machine, is removed on vCenter, the ServiceNow isntance marks it as "stale" in the CMDB, either by running Discovery or by collecting vCenter events.

Discovery - Discovery domain separation 

Enables all configuration item (CI) data collected by Discovery to be domain separated, as well as data from other selected tables.  

Discovery - Pattern designer

Creates sequences of commands that Discovery uses to discover devices and applications. The pattern designer replaces the probes and sensors of the current Discovery logic. 

Discovery - Relationship between an Amazon Web Services (AWS) EC2 instance and the host CI

Creates a Virtualized by::Virtualized relationship between the cmdb_ci_ec2_instance record and a Windows or Linux host after Discovery runs on the host.

Discovery - DNS name resolution for F5 BIG-IP Global Traffic Manager (GTM)

Resolves the DNS name of the F5 GTM hardware and the DNS names of all the servers associated with the load balancer that receives distributed traffic. 

Discovery - SNMP probe parameter  

Enables the use of simplified retrieval and handling of scalar values from SNMP devices. 

Discovery -  Discovery quick start

Provides an optional guided process for configuring the MID Server, creating credentials, and scheduling a simple discovery.

Event Management and Service Analytics – Bi-directional integration with third-party monitoring tools

Enables your instance to update alerts in the source from where the alert was derived. There is default implementation for SCOM.

Event Management and Service Analytics – JavaScript replaces Apache Groovy

Enables you to write connectors in JavaScript. Apache Groovy is supported for existing connectors, but deprecated for new connectors.

Event Management and Service Analytics – Additional default connectors

Provides an integration with VMware vRealize Hyperic and VMware vRealize Operations connectors.

Event Management and Service Analytics –  Alert correlation

Enables you to configure correlation rules to determine which alerts are related, based on the CI that triggered the alert. The alert console displays only a designated primary alert among a set of correlated alerts, helping you locate the root of the problem that caused the alert.

Event Management and Service Analytics – Support for Service Level Agreements

Allows you to create SLAs for business services and CIs based on alert severity. 

Event Management and Service Analytics –  CI maintenance and alerts

Now, if a change request is scheduled for a CI or the CI is in maintenance mode, alerts for that CI do not show in the alert console. You can also manually place an alert into maintenance mode.

Event Management and Service Analytics – RCA configurations 

Provides pre-defined RCA configurations. You can also create a custom RCA configuration to define which alerts are included in RCA.

Event Management and Service Analytics – CMDB property to be used for grouping the alerts used in alert aggregation 

Provides a new Service Analytics property named sa_analytics.agg.learner_group_by_property, enables the Alert Aggregation Learner to group alerts by a specified property and learn the alerts according to the grouping.

Event Management and Service Analytics – Service Analytics reports

Provides new Service Analytics reports, including: 

  • Alert Group Compression
  • Alert Group Feedback
  • Alert Coverage
  • RCA Config Comparison Report
  • Learned Patterns Report
MID Server – Testing credentials

Enables you to test new credentials directly from the Credentials record without launching a Discovery or an Orchestration workflow. 

MID Server – MID Server long polling

Enables the MID Server to subscribe to messages published by the Asynchronous Message Bus (AMB), which notifies the MID Server that there is work waiting for it in the queue.

MID Server – MID Server domain separation enhancements

Domain separates all MID Server artifacts and enables administrators to create versions of specific MID Server policies that only MID Servers in a specific domain can use.

MID Server – Sudo support for ServiceNow

Enables ServiceNow SSH to use sudo as root in long-running scripts. When properly configured, SSH can be run with sudo against individual commands within a probe to prevent long running commands from failing when the MID Server disconnects.

Orchestration - Microsoft Azure activity pack

Adds Azure AD activities, such as adding or removing users to Azure Active Directory, managing security group membership, and assigning or removing Office 365 licenses for individual users.

Orchestration - Workday acitivity pack

Adds Workday activities such as changing employee information in Workday and gathering information from Workday to update ServiceNow records or pass data to other external systems.

Orchestration - Active Directory activity

Adds the Remove User from Group activity to remove a user from a group in Windows Active Directory. 

Orchestration - External credential storage for activity designer templates

Updates the REST, SOAP, JDBC activity templates to use credentials stored on the Credentials [discovery_credentials] table. As a result, activities created with these templates can use external credential storage systems for authentication

Orchestration - Client Software Distribution enhancements
  • Enables entitled users to order software from the service catalog on behalf of another user
  • Enables administrators to revoke unentitled software installations through SCCM if the software is a member of an SCCM collection
  • Adds extension points in CSD to allow customers to implement their own software deployment process from providers such as Casper, Altiris, and LANDesk. 
Orchestration - Activity designer input testing enhancements
  • Adds the input testing feature in the Orchestration activity designer to allow filtering capabilities for the variables list
  • Eanbles you to display different variable views, reset values to their defaults, and clear all test values
  • Enables you to reopen the text form from a parsing rule, substitute different test values, and create a different payload.Copy the entire payload to the parsing rules
Orchestration - Encryption support for the activity designer

Enables you to protect sensitive data passed from Orchestration activities by encrypting input and output variables in activity designer templates. A data type of Encrypted was added to the designer template to allow encryption of input variables.  

Orchestration - Auto-mapping of REST activity output variables

Enables you to map parameter values in a REST test payload to variables in the Outputs stage automatically.

Orchestration - Basic authentication credentials for SOAP and REST activities

Adds the Credentials [discovery_credentials] table to suport Basic Authentication credentials that can be used to override SOAP or REST message credentials in activity designer templates.

Password Reset –Optional verifications for self-service password reset

Enables you to specify that a particular type of verification is required or is not required for a user set. Use the Apply to all users setting on the Process form.

Password Reset Strengthened verification with required verification count

Enables you to require users to perform a minimum number of verifications when attempting to reset a password. Use the Number of security questions required during the password reset request property setting.

Password Reset – More flexible and capable SMS verification option

Allows users to enroll for SMS verification using ServiceNow Notify via Twilio SMS Messaging. Notify is a fast, configurable, and reliable way to deliver SMS messages. Notify supports international phone numbers and does not require an SMS service provider.

Password Reset – Domain separation

Allows the Password Reset application to enforce absolute domain separation, enabling you to customize business process definitions and user interfaces for each domain. You still have the flexibility to maintain global processes and global reporting in a single instance.

Service Mapping - Domain Separation

Enables Service Mapping to support domain separation. In ServiceNow deployments using domain separation, tenants can install MID Servers and run service discovery only inside their datacenter. The results are displayed only for relevant tenants and to users in the global domain.


Additional resources

For more Helsinki enhancement and requirements, see:


Article Information

Last Updated:2016-05-19 12:18:02