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Running Help the Help Desk

Running Help the Help Desk

Help the Help Desk is a tool that enables users to populate the CMDB automatically with information about their Windows computer. Help the Help Desk is a small Web application that downloads and runs locally, using a login script to gather information such as serial number, computer name, disk configuration, network configuration, installed software, memory, and much more.

About this task

To detect all system software successfully on a 64-bit machine, make sure to run the Help the Help Desk script from a 64-bit browser. A 64-bit browser can detect both 64-bit and 32-bit software, but a 32-bit browser cannot detect 64-bit software.


  1. On your instance, navigate to Self Service > Help the Help Desk.
  2. Click Start the Scan to Help the Help Desk.
    You are prompted to run or save the discovery.hta script.
  3. If your browser is Internet Explorer, run the script. If you are using any other browser, click Save and save the script to the local machine.
  4. To execute the saved script, double click the file.
    The script runs a series of WMI queries to gather information about the Windows machine. When it is done, the data is sent back to your ServiceNow instance and used to populate the configuration database (CMDB).

This site is scheduled for a small content update on Tuesday, December 18th, between the hours of 4:00pm and 8:00pm Pacific Time (Dec 19 00:00 – Dec 19 4:00 UTC). Access to this site may be slightly delayed during that time.