Application support for domain separation

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 6 minutes to read

    • Many ServiceNow applications support domain separation in the base system but not all. Some supported applications include limitations on the data and administrative settings that can be domain-separated. These definitions delineate the domain separation support levels from the perspective of actual use cases and the people who use them.

    Domain separation support levels

    ServiceNow applications that support domain separation may support the separation of data and data routing only, have advanced business logic separation, or support tenant (customer) level administration of the application. ServiceNow applications are defined with the following incremental support levels.

    Domain separation support levels

    No support

    • The domain field may exist on data tables, but no logic exists to manage data.
    • This level is not considered domain-separated.
    Basic
    • Business logic: Ensure data goes into the proper domain for the application’s service provider (SP) use cases.
    • In the application, the user interface, cache keys, reporting, rollups, aggregations, and so on, all use domain at production run time.
    • The owner of the instance must be able to set up the application to function across multiple tenants.
    Sample use case: When an SP uses chat to respond to a tenant-customer’s message, the client must be able to see the SP's response.
    Standard
    • Includes Basic level support.
    • Business logic: Processes can be created or modified per customer by the service provider (SP). The use cases reflect proper use of the application by multiple SP customers in a single instance.
    • The owner of the instance must be able to configure the minimum viable product (MVP) business logic and data parameters per tenant as expected for the specific application.
    Sample use case: An admin must be able to make comments mandatory when a record closes for one tenant but not for another.
    Enhanced
    • Includes Basic and Standard levels.
    • Data-driven process enables service provider customers to modify business logic that is based on defined use cases. These configurations are UI-based and fail-safe so that configurations by one customer cannot affect another.
    • Tenants of the instance must be able to configure minimum viable product (MVP) business logic and data parameters for themselves. This logic and parameters would be expected for the application's normal function.
    Sample use case: Tenant-customers of a shared environment must be able to change to the impact, urgency, or priority matrix to set priority within their domain.
    Note:
    Effective Domain (*)

    Sometimes, a platform feature or application may effectively support SP use cases even without the domain framework. If so, the use cases must detail its support of domain separation. An asterisk (*) after the support level indicates this kind of configuration.

    Supported feature Basic Standard Enhanced
    Domain column is present for base system application tables. supported supported supported
    Domain-specific configuration is managed by instance owner. supported supported supported
    Tenant domains can manage their own application data. supported supported
    Application properties are domain aware when needed. supported supported
    Business logic and processes can be domain-separated by instance owner. supported supported
    Business logic and processes can be administered by the tenant domain. supported

    Support levels by application

    Product Suite Application Support level
    Hyperautomation and low-code App Engine Studio No support
    Automation Center Basic
    Robotic Process Automation (RPA) Hub Basic
    Table Builder Basic
    App Engine Management Center No support
    Decision Builder Standard
    Enterprise Resource Planning Integration No support
    Enterprise Resource Planning Customization Mining No support
    Next Experience UI Builder Basic
    Customer Service Management Communities No support
    Customer Service Management Basic
    Release Management Basic*
    Order Management for Customer Service Management Basic
    Post-Sales Support Basic
    Domain separation in Workforce Optimization for Customer Service Basic
    DevOps DevOps No support
    DevOps Config No support
    Employee Service Management HR Service Delivery Basic*
    Health and Safety Basic
    Legal Service Delivery Basic
    Procurement Service Management (PSM) No support
    Safe Workplace Suite See application site for individual application support levels
    SharePoint Online Search Connector No support
    Universal Request Basic
    Universal Task Basic
    Workforce Optimization for HR Basic
    Environmental, Social, and Governance Management ESG Management Basic
    Field Service Management Field Service Management Basic
    Governance, Risk, and Compliance Business Continuity Management Basic
    Governance, Risk, and Compliance (GRC) Basic
    Operational Resilience Basic
    Industry Products
    • Financial Services Card Operations Basic
    Financial Services Deposit Operations Basic
    Financial Services Payment Operations Basic
    Intelligent Servicing for Fraud No Support
    Property and Casualty Insurance Servicing No Support
    Life Insurance Servicing No Support
    Insurance Claims No Support
    Financial Services Know Your Customer No Support
    Financial Services Credit Operation No Support
    Financial Services Document Processor Basic
    Healthcare and Life Sciences EMR Help Basic
    Healthcare and Life Sciences Service Management Core Basic
    Pre-Visit Management Basic
    Patient Support Services Basic
    Vaccine Administration Management Basic
    Manufacturing Manufacturing Process Manager Standard
    Operational Technology Manager Standard
    Operational Technology Vulnerability Response Standard
    Operational Technology Service Management Standard
    Telecommunications Service Exchange Basic
    Order Management for Telecommunications, Media, and Technology Basic
    Telecommunications and Media Assurance Workflows Standard
    IT Asset Management Cloud Insights No support
    Hardware Asset Management Enhanced
    Software Asset Management Enhanced
    Enterprise Asset Management Standard
    Strategic Portfolio Management Agile Development Basic*
    Alignment Planner Workspace Basic
    Application Portfolio Management Basic
    Cost Management No support
    Demand Management Basic
    Financial Management No support
    Investment Funding Basic
    Project Portfolio Management Basic*
    Release Management Basic*
    Scaled Agile Framework (SAFe) Basic*
    Test Management Basic*
    Goal Framework Basic
    IT Operations Management Cloud Provisioning and Governance Basic
    Agent Client Collector Basic
    Discovery Standard
    Event Management Basic
    Service Operations Workspace for ITOM Basic
    Health Log Analytics Basic
    Metric Intelligence Basic
    Service Mapping Basic
    Cloud Migration Assessment Basic
    Action Library No support
    Cloud Configuration Governance No support
    Tag Governance Basic
    Cloud Insights Billing No support
    Cloud Provisioning and Governance: Google Cloud Basic
    Cloud Provisioning and Governance Terraform Basic
    Cloud Operation Workspace Basic
    Cloud Discovery Standard
    IT Service Management Benchmarks No support
    Change Management Basic
    Coaching Basic
    Continual Improvement Management Basic
    Contract Management No support
    Domain separation and Digital Product Release Basic
    Expense Line No support
    Incident Communications Management Standard
    Incident Management Standard
    Facilities Service Management Basic
    Incident Management Standard
    On-Call Scheduling Standard
    Asset Management Basic
    Problem Management Standard
    Procurement Standard*
    Product Catalog Standard
    Request Management Standard
    Service Catalog Standard
    Service Desk Call Basic
    Service Level Management Basic
    Service Portfolio Management Basic*
    Site Reliability Operations Basic*
    Task outage Basic
    Vendor management workspace Standard
    Walk-up Experience Basic
    Mobile Configuration and Navigation Mobile Basic
    Analytics and Reporting Dashboards Basic
    Performance analytics Enhanced
    Process Optimization Basic
    Reporting Standard
    User Experience Analytics Basic
    The ServiceNow AI Platform ,Administration,App Engine, ServiceNow AI Platform Capabilities User Interface
    Agent Chat Standard
    Advanced Work Assignment Standard
    AI Search No support
    App Engine Studio No support
    Application Management No support
    Assessments Standard
    Automated Test Framework Standard*
    ServiceNow Voice Basic
    Code Signing Basic
    Contextual Search Standard
    Configuration Management (CMDB) Standard
    Content Management System No support
    Credentials and Connections Standard
    Data Certification Basic*
    Data Classification Enhanced
    Data Privacy No support
    Data Management Basic*
    Delegated Development No support
    Dependency Views Basic
    Document Services No support
    Dynamic Translation Basic
    Edge Encryption Basic support
    Field Encryption No support
    Field Encryption Enterprise No support
    Cloud Encryption with Key Management Basic support
    Field Normalization No support
    Flow Designer Standard*
    Guided Setup No support
    Homepage Administration Basic*
    IntegrationHub Standard*
    Integrations with third-party applications and data sources Basic+Standard
    Knowledge Management Standard
    Hermes Messaging Service No support
    Managed Documents No support
    MetricBase Basic
    Natural Language Understanding Basic+Standard
    Notifications Standard
    ODBC Driver Basic*
    Orchestration Standard*
    Password Reset Standard
    Data Privacy No support
    Predictive Intelligence Standard
    Proactive Triggers Basic
    Process Automation Designer Basic
    Remote Tables No support
    Schedules Basic
    Script debugger Basic
    Search Suggestions No support
    Service Portal No support
    Sidebar Standard
    State Flows No support
    Subscription Management Basic*
    Survey Management Basic*
    Task Intelligence No support
    Time Card Basic*
    UI Builder Standard
    Virtual Agent Standard
    Visual Task Boards Basic
    Web Services Standard*
    Workflow Standard*
    Workspace Standard
    Security Operations Configuration Compliance Standard
    Configuration Data Management Basic
    IBM QRadar Offense Ingestion Basic
    Microsoft Graph Security API alert ingestion integration Basic
    Security Incident Response Standard
    Threat Intelligence Basic
    Trusted Security Circles Standard
    Vulnerability Response Standard
    Service Management Facilities Service Management Basic
    Planned Maintenance Standard*
    Proactive Triggers Basic
    NOW Code Editor No support
    Workforce Optimization for ITSM Basic
    Vendor Management Workspace Basic