Feature adoption insights dashboard in Service Graph Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 9 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Feature Adoption Insights Dashboard in Service Graph Workspace

    The Feature Adoption Insights dashboard in Service Graph Workspace provides ServiceNow customers with a centralized view to monitor and enhance the adoption of key CMDB features and service instances. This tool helps improve the overall health and efficiency of the CMDB by tracking usage, installation, and activation of critical CMDB capabilities. Users with roles containingsncmdbusercan access this dashboard to identify adoption gaps and take immediate actions through provided resource links.

    Show full answer Show less

    Access and Navigation

    • Navigate to Workspaces > Service Graph Workspace.
    • Select the Insights icon, then choose Feature adoption from the navigation pane.

    Key Features

    The dashboard is organized into three main categories with dial charts reflecting overall adoption levels:

    • Data Ingestion: Focuses on tools ensuring high-quality data input into the CMDB, such as Identification and Reconciliation Engine (IRE), Service Graph Connectors, and IntegrationHub ETL.
    • Data Governance: Covers features managing CMDB data post-ingestion, including CMDB Data Manager policies, data attestation, data synchronization, and principal class filters.
    • Search and Analytics: Includes tools that provide insights into CMDB data, such as CMDB Query Builder, Intelligent Search, CMDB 360, CMDB Data Foundation dashboards, and CMDB Health dashboards.

    Each category tab offers detailed cards showing feature-specific adoption status, usage metrics, and resource links for learning, demos, installation, or getting started. Adoption levels are color-coded (red, amber, green) based on predefined thresholds to highlight areas needing attention.

    How Adoption Levels Are Measured

    • Data Ingestion: Adoption is primarily gauged by the percentage of CIs processed by IRE, with low adoption if below 80%, moderate between 80-90%, and high above 90%.
    • Data Governance: Adoption depends on the proportion of features used, with thresholds set at below 33% (low), 33-66% (moderate), and above 66% (high). Usage checks include active policies and recent CI processing.
    • Search and Analytics: Adoption is similarly evaluated by feature usage percentages and activity logs within the last 90 days.

    Practical Benefits for ServiceNow Customers

    • Visibility: Quickly identify which CMDB features are underutilized or not yet implemented.
    • Actionable Insights: Direct links enable immediate exploration, installation, or activation of features to boost CMDB health.
    • Data-Driven Management: Usage metrics and adoption progress charts support informed decision-making to optimize CMDB operations.
    • Scheduled Updates: Data is refreshed typically every 24 hours, ensuring reasonably current adoption status, although some features update monthly.

    Additional Notes

    • Some cards depend on plugin activation status or specific data tables to detect feature usage.
    • Newly activated features may take up to 24 hours for adoption status to reflect on the dashboard.
    • Cards related to CMDB 360 and other advanced features appear only if the relevant plugins or apps are enabled.

    Use the Feature adoption insights page in Service Graph Workspace to see and increase the level of adoption of key CMDB features and service instances to improve the overall health of the CMDB. Explore how tools and features can maximize the health and efficiency of your CMDB and use direct links to install and start using features immediately.

    Access

    1. Navigate to Workspaces > Service Graph Workspace.
    2. In the navigation panel, select the Insights icon.
    3. On the Insights page navigation pane, select Feature adoption.

    Role required: Any role containing sn_cmdb_user (sn_cmdb_user, sn_cmdb_editor, sn_cmdb_admin)

    CMDB feature adoption

    Shows dial charts for the overall adoption levels of all three categories of CMDB tools and features:
    Data ingestion
    Tools and features that support and ensure ingestion of high-quality data into the CMDB.
    Data governance
    Tools and features that let you manage the CMDB data after it has been ingested.
    Search and analytics
    Tools and features that provide meaningful and helpful insights into the CMDB data.

    Select each dial chart in the tile to access its tab and associated cards with further details about the features in the category. Pay special attention to categories with low levels of adoption and those features that aren't yet implemented in the instance and which you should consider for adoption.

    Each category tab shows cards for the features in the category and the following general cards:
    • Overall adoption level for the tab: The calculated overall level of adoption for the tab. Calculations are specific for each tab, and can be based, for example, on the level of adoption of some or all the features in the tab.
    • Adoption progress: Installation, activation, or usage status per feature in the tab. Select a feature link to access a relevant resource such as the feature's landing page with an overview dashboard or an installation location.
    Depending on adoption level, a card might contain any of the following resource links:
    • Learn more: Link to documentation to learn and explore the benefits and usage of the feature.
    • View demo: Link to a short demo about the feature.
    • Get started: Link to a landing page where you can start immediately utilizing the feature.
    • Install app: Link to the ServiceNow Store where you can immediately install the app.
    Cards use different methods to examine the instance and determine if the card's feature is installed, activated, and being used. For example, some cards check for the installation status of plugins and some cards rely on data in the specific feature tables. Many counts and aggregation data that appear on cards is based on Performance Analytics indicators built on top of the Base Aggregate Data [sn_cmdb_ws_base_aggregate_data] table.
    • If the result is that the card's feature is installed or being used, then the card shows charts and counts about the level of usage. In which case, the card's label might slightly adjust.
    • If the result is that the card's feature isn't installed or isn't in use, then links are provided to resources where you can explore, install, and start using the feature.

    Most of the cards scheduled jobs run every 24 hours, therefore, depending on the type of data, some card data is based on recent but not current data. The Last updated timestamp in the cards reflects the collection time for the data that was used for the card. Also, immediately after getting started with a feature, a card won't reflect on the latest status or usage of the feature, until up to 24 hours when the card's scheduled job runs (for the CIs processed by IRE based on source card, the associated scheduled job, CMDB Workspace - Populate aggregates Monthly, runs monthly).

    The following sections provide details for each card, including the calculation script used for the card.

    CMDB feature adoption: Data ingestion

    The overall adoption level for data ingestion maps to the following findings in the instance:
    • Low (red): Less than 80% of CIs are processed by Identification and Reconciliation Engine (IRE)
    • Moderate (amber): 80—90% of CIs are processed by IRE
    • High (green): Over 90% of CIs are processed by IRE
    Data ingestion contains the following features and aggregations:
    CIs processed by IRE

    Determines the percentage of CIs that are processed by IRE, by checking the Source [sys_object_source] table. CIs that aren't processed by IRE introduce a data integrity risk.

    The percentage of CIs that are being processed by IRE determines both, the level of adoption for this feature card and the overall adoption level for the entire data ingestion category.

    Service Graph Connectors
    Determines the installation and usage status of Getting started with Service Graph Connectors, by checking:
    • If the ITOM Licensing plugin (com.snc.itom.license) is active
    • If there is at least one Service Graph Connector installed in the instance

    If Service Graph Connectors are installed and are in use, then the card shows a count of those connectors.

    Note:
    The count of Service Graph connectors that appears on the card might be slightly different than the number of connectors that show on the ServiceNow Store site because the counting methods that are used are different.
    IntegrationHub ETL

    Determines whether the IntegrationHub ETL store app is installed and used, based on records in the CMDB Integration Studio Application Data Sources [cmdb_inst_application_feed] table. If IntegrationHub ETL is in use, then the card shows a count of ETL transform maps in IntegrationHub ETL (demo ETL transform maps aren't counted).

    Select View ETL transform maps to open IntegrationHub ETL where you can examine existing ETL transform maps and create new ones.

    CIs processed by IRE based on source

    Chart showing CIs processed by IRE, grouped by Service Graph Connectors, ServiceNow Discovery, a combination of both, and others, for the past six months.

    The following discovery sources are counted as ServiceNow Discovery​:
    • ServiceNow
    • ServiceWatch​
    • ACC-Visibility​
    • AgentClientCollector
    • CredentiallessDiscovery

    Point to the chart to show monthly aggregation data.

    This card is hidden if there are no CIs processed by IRE.

    CMDB application for APIs and CLI

    Determines whether the CMDB application for APIs and CLI store app is installed.

    This card appears only if the store app isn't installed, providing helpful resources for exploration and adoption.

    CMDB feature adoption: Data governance

    The overall adoption level for data governance maps to the following findings in the instance:
    • Low (red): Less than 33% of features are used
    • Moderate (amber): 33—66% of features are used
    • High (green): Over 66% of features are used
    The overall level of adoption of data governance is based on whether CMDB Data Manager features are used.
    CMDB Data Manager/CIs used in Data Manager policies
    Determines usage by checking if either of the following conditions is true:
    • There are any user-created Delete, Retire, or Archive policies (by searching table CMDB Data Manager Policy and Attributes [cmdb_data_manager_policy_and_attributes])
    • There are any CIs processed by these user-created Delete, Retire, or Archive policies, in the last 90 days (by searching table CMDB Data Management Policy Executions [cmdb_data_management_policy_execution])
    If CMDB Data Manager is in use, shows a chart with CIs that were processed by these policies in the past six months, by month, and by policy type.
    Data attestation/CIs used in data attestation

    Determines usage by checking if either of the following conditions is true:

    • There are any user-created Attestation policies (by searching table CMDB Data Manager Policy and Attributes [cmdb_data_manager_policy_and_attributes])
    • There are any CIs processed by these user-created Attestation policies, in the last 90 days (by searching table CMDB Data Management Policy Executions [cmdb_data_management_policy_execution])

    If data attestation is in use, shows a chart with CIs that were processed by attestation policy tasks in the past six months, by month.

    Data synchronization

    Checks if there is at least one class for which the managed_by_group attribute is globally set so that all class CIs are synchronized on the same value.

    For information about synchronizing group assignment attributes using the CI Class Manager, see Set the group for a CI or an entire class of CIs and Synchronizing group assignment attributes.

    Principal classes

    Checks if the Principal Class filter is configured with at least one principal class. The Principal Class filter limits the number of CIs that appear in list views, to show only CIs of principal classes. Reducing the amount of data in list views to only relevant data, improves performance and efficiency.

    For more information about managing the Principal Class filter in CI Class Manager, see Update the list of classes in the Principal Class filter.

    CMDB feature adoption: Search & analytics

    The overall adoption level for search & analytics maps to the following findings in the instance:
    • Low (red): Less than 33% of features are used
    • Moderate (amber): 33—66% of features are used
    • High (green): Over 66% of features are used
    Search & analytics contains the following features and aggregations:
    CMDB Query Builder/Query Builder queries
    Determines if the CMDB Query Builder is in use, by checking if either of the following conditions is true:
    • There are any records in the Saved Queries [qb_saved_query] table in which Source is QB
    • There are any queries executed or queries executed with reports, in the last 90 days
    If CMDB Query Builder is in use, shows a chart with counts of query executions and query executions in reports, for the past six months, by month.

    Point to the chart to see monthly aggregation data.

    Intelligent search

    Determines if Intelligent Search for CMDB is in use by checking the NLQ Query Logs [nlq_query_log] table for any records where source is CMDB_WS, from the past 90 days. If Intelligent Search is in use, shows counts of Intelligent Search queries for the past six months, by month.

    CMDB 360 — Records in Multisource

    Total number of raw CMDB 360 records in the CMDB 360 data store that contains records for each discovery source report, per each CI attribute. This card is identical to the Total CMDB 360 records card in the Discovery Sources tile in the CMDB 360 view.

    This card appears only if CMDB 360 is enabled, which is determined by checking the ITOM Discovery License (com.snc.itom.discovery.license) plugin and the system property glide.identification_engine.multisource_enabled.

    CMDB 360 queries

    Count of CMDB 360 queries that exist in the CMDB Multisource Queries [cmdb_multisource_query] table.

    This card appears only if CMDB 360 is enabled, which is determined by checking the ITOM Discovery License (com.snc.itom.discovery.license) plugin and the system property glide.identification_engine.multisource_enabled.

    CMDB Data Foundation dashboard

    Determines if the CMDB and CSDM Data Foundations Dashboards store app (which includes the CMDB Data Foundation dashboard) is installed.

    This card appears only if the store app isn't installed, providing helpful resources for exploration and adoption. However, the feature is still included in calculating the search & analytics overall level of adoption.

    CMDB Health Dashboard

    Determines if CMDB Health is in use by checking if at least one CMDB Health Dashboard job is enabled.

    This card appears only if the feature isn't in use, providing helpful resources for exploration and adoption. However, the feature is still included in calculating the search & analytics overall level of adoption.