Service Exchange Center
Summarize
Summary of Service Exchange Center
The Service Exchange Center is a unified dashboard designed for administrators to centrally monitor and manage Service Exchange connections, instance performance, and issues arising from scan suites. It consolidates connection health monitoring, issue resolution, and scan check management into a single interface, enabling efficient oversight of integration health within ServiceNow environments.
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Access to the Service Exchange Center requires the Service Exchange Admin (sbadmin) role. It can be accessed from the Administration menu under either the Provider Center or Consumer Center modules, depending on your instance’s role. For instances supporting both roles, users can switch between provider and consumer views.
Key Features
- Resolution Center: The default landing page showing an at-a-glance health score of connections, issue distribution by severity, and a detailed list of unresolved issues. It offers interactive options such as muting, assigning, following issues, and validating or resolving them with guidance from known error resolutions.
- Connection Health Tab: Displays detailed status of all Service Exchange connections (Up, Down, Slow) with color-coded indicators and key metrics including payload statistics, app version, creation date, and related issues. Connections can be searched, filtered, and sorted to facilitate management.
- Scan Suites Tab: Provides access to automated health checks organized into on-demand and scheduled suites. These scan suites identify issues with assigned priority levels (critical to low) and allow manual execution to proactively detect and address inconsistencies.
- Provider/Consumer View Switching: Facilitates toggling between provider and consumer perspectives for comprehensive monitoring when both roles are supported on the instance.
Benefits
- Quick visibility into the health status of Service Exchange connections to identify and address issues early.
- Reduced downtime and troubleshooting efforts by consolidating monitoring and issue resolution in one place.
- Access to detailed known error information and resolution steps to expedite problem-solving.
- Improved productivity through automation of health checks and centralized visibility.
Practical Considerations for ServiceNow Customers
By using the Service Exchange Center, administrators gain a streamlined and comprehensive tool for maintaining connection health and operational stability in Service Exchange environments. The ability to view connection statuses, manage unresolved issues, and execute health scans supports proactive system maintenance and faster incident resolution. Customers should ensure the appropriate administrative role is assigned and familiarize themselves with the dashboard components to maximize operational efficiency and reduce service interruptions.
Service Exchange center is a unified dashboard that consolidates connection health monitoring, issue resolution, and scan check management into a single interface.
Service Exchange Center provides administrators with a centralized location to monitor Service Exchange connections, track instance performance, and identify critical issues generated from scan suites.
Role requirements
The Service Exchange Admin (sb_admin) role is required to access the Service Exchange Center.
How to access
The Service Exchange Center is accessible from the Administration menu under either the Provider Center or Consumer Center modules in the application menu, depending on your instance role. The dashboard displays data relevant to your entry point, with the option to switch between provider and consumer views when your instance supports both roles.
Benefits
- Quick visibility into connection health status.
- Reduced downtime and troubleshooting efforts through early issue identification.
- Known errors with detailed solutions for faster resolution.
- Improved productivity through automation and visibility.
- Consolidated health monitoring, connection management, and scan checks in one location.
Service Exchange health
Service Exchange health dashboard is the part of Service Exchange Center and provides unified views of connection health. It also consolidates functionality that was previously available across multiple interfaces, including the Health Dashboard, and scan checks. Service Exchange Health includes the following tabs and elements:
| Feature | Description |
|---|---|
| 1. Tabs | Service Exchange Health dashboard contains three tabs: Resolution center, Connection health, and Scan suites. |
| 2. Overview | The overview section shows a high-level summary of the connections. |
| 3. Issue | The issue section lists all issues found during scan checks. |
| 4. Provider/Consumer drop-down menu | The Provider/Consumer drop-down menu enables switching between provider and consumer views when the instance supports both roles. |
- Resolution center
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The Resolution Center is the default landing page that provides an at-a-glance view of integration health. This tab contains the following components:
- Connection Summary
- Displays the overall health score calculated from connection statuses (Up, Down, or Slow), the down connections count indicates connections requiring attention. A donut chart visualizes the distribution of connection states.
- Issue Distribution
- A bar chart that categorizes issues by severity (critical, high, moderate, low) from scan checks.
- Issues List
- A comprehensive table listing all detected unresolved issues generated from scan checks and the Service Exchange Error table, with columns for issue summary, associated connection, count, assigned user, and other information.
Selecting an issue summary, shows details about the issue, known errors include resolution steps and guidance. The issue dialog includes options to mute, assign, or follow the issue, and a Validate & Resolve button to revalidate the issue status and resolve if no longer applicable. You can select the Navigate to Issue Report icon
next to Validate & Resolve button to get more details about the issue.
Post comments or work notes using the Activity tab.
- Connection health
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The Connection heath tab displays a list of connections grouped by their status, down, slow, or up. It also provides detailed information for each Service Exchange connection through individual connection cards. Each card contains:
- Connection name and status (color-coded: green for Up, red for Down, purple for Slow)
- Outbound and inbound status indicators
- Payload statistics (sent and received)
- App version
- Connection creation date
- Related issues associated with the connection
You can also search, sort, and filter connections based on name, number, status, and so on.
- Scan suites
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The Scan Suites tab provides access to automated health checks that detect issues and inconsistencies. To learn more about instance scan checks, see Instance scan checks.
Scan suites are organized into two categories:
- On-demand suites
- Suites that are available for manual execution as needed. On-demand suites include suites for post-clone, pre-onboarding, post-upgrade, and post-onboarding scenarios.
- Scheduled suites
- Suites that run automatically at configured times.
Each scan suite contains multiple scan checks. When you select a scan suite, you can view all scan checks included in that suite.
Scan results appear as issues. Each issue is assigned a priority level: critical, high, medium, or low, based on its severity. You can run any scan suite as needed using Execute scan suite button.
- Provider/Consumer drop-down menu
- Provides options for switching between provider and consumer views when the instance supports both roles.