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Application support for domain separation

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.

Domain Separation support levels

Note: The definitions of the support levels for domain separation have been updated to more accurately describe configurations and use cases that fit each application. Please take a moment to study the new descriptions.

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. These definitions delineate the domain separation support level system, which operates from the perspective of actual use cases and personas.

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

There is business logic to ensure data goes into the proper domain for the application’s service provider use cases.
In the application, the user interface, cache keys, reporting, rollups, aggregations, and so on, all consider domain at run time.
The owner of the instance needs to be able to set up the application to function normally across multiple tenants.

Use case: As a service provider when I use chat to respond to a tenant-customer’s message, the client must be able to see my response.

Standard

Includes Basic level
Business logic: Processes can be created or modified per customer by the service provider. The use cases reflect proper use of the application by multiple service provider customers in a single instance.
The owner of the instance needs to be able to configure MVP business logic and data parameters per tenant as expected for the specific application

Use case: As an admin, I need the ability to make comments mandatory on close of a record for one tenant, but not for another.

Enhanced

Includes Basic and Standard levels
Data-driven process enables service provider customers to modify business logic based on defined use cases. These configurations are UI-based, and failsafe so that configurations by one customer cannot affect another.
Tenants of the instance need to be able to configure MVP business logic and data parameters for themselves that would be expected for the application's normal function.

Use case: As a tenant-customer of a shared environment I need the ability to make changes to the impact/ urgency/ priority matrix to drive priority within my domain.

Effective Domain (*)

In some cases a platform feature or application may be able to effectively support service provider use cases even though the domain framework is not being used.
Should that be the situation, the use cases must be specifically detailed to support domain separation. An asterisk (*) after the support level indicates this kind of configuration.

Use case: Before the New York release, Service Catalog had no domain support but the instance owner was able to configure separate catalogs and items for each tenant in a domain-separated instance using user criteria. This allowed Service Catalog to be used as if it were Standard, giving it a Standard* rating.


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

Note:

In some cases a platform feature or application may be able to effectively support service provider uses cases even though the domain framework is not being used. In this situation the use cases must be specifically detailed to support domain separation. An asterisk (*) after the support level indicates this kind of configuration.

Support levels by application


Product Suite	Application	Support level	Notes
Analytics, Intelligence, and Reporting	Dashboards	Basic	Architectural support only.
	Performance Analytics	Enhanced	Can be domain separated, except for separated properties.
	Reporting	Basic
Custom Business Applications	Delegated Development	No support	Application Administration must be enabled.
	ODBC Driver	Basic*	The ODBC user domain restricts access to data.
	Script debugger	Basic
	Web Services	Standard*	Additional support possible, but depends on use case.
Customer Service Management	Communities	No support
	Customer Service Management	Basic
	Field Service Management	Basic
Governance, Risk, and Compliance	Governance, Risk, and Compliance (GRC)	Basic
HR Service Delivery	HR Service Delivery	Basic*
IT Business Management	Agile Development	Basic*	Product models not domain separated. System properties cannot be domain separated.
	Application Portfolio Management	Basic
	Cost Management	No support
	Financial Management	No support
	Project Portfolio Management	Basic*	Architectural support only. Certain properties cannot be domain separated.
	Release Management	Basic*
	Scaled Agile Framework (SAFe)	Basic*
	Test Management	Basic*
IT Operations Management	Cloud Management	Basic	Not all tables are domain separated.
	Discovery	Standard
	Event Management	Basic
	Operational Intelligence	Basic
	Service Mapping	Basic
IT Service Management	Asset Management	Basic*	License calculations supported in global scope only.
	Benchmarks	No support
	Change Management	Basic
	Coaching	Basic
	Continual Improvement Management	Basic
	Contract Management	No support
	Expense Line	No support
	Incident Communications Management	Standard	Can be separated through customization.
	Incident Management	Standard
	On-Call Scheduling	Standard
	Problem Management	Standard	Task-outage relationship includes architectural support only.
	Procurement	Standard*
	Product Catalog	Standard
	Request Management	Standard	System properties cannot be domain-separated.
	Service Catalog	Standard	System properties cannot be domain separated. For a requester, there is no cross-domain visibility of catalog items irrespective of the domain hierarchy.
	Service Desk Call	Basic
	Service Level Management	Standard
	Service Portfolio Management	Basic*	Architectural support only.
	Vendor Performance	No support
	Walk-up Experience	Basic
Now Platform:	Administration , App Engine , Capabilities User Interface
	Advanced Work Assignment	Standard
	Agent Workspace	No support
	Assessments	Standard
	Automated Test Framework	Standard*	Because application tables are not domain separated, data is not visible in child domains.
	Connect Support and Chat	Basic	Connect Chat supported within each domain only. Connect Support dashboard and queues do not support domain separation.
	Contextual Search	Standard
	Configuration Management (CMDB)	Standard	CMDB CIs are domain separated.
	Content Management System	No support	Can be separated with customization.
	Credentials and Connections	Standard
	Data Certification	Basic*
	Data Management	Basic*
	Dependency Views	Basic
	Dynamic Translation	Basic
	Edge Encryption	No support
	Encryption Support	No support
	Flow Designer	Standard*
	Homepage Administration	Basic*
	Integrations with third-party applications and data sources	Basic-Standard
	Knowledge Management	Standard
	Managed Documents	No support
	MetricBase	Basic
	Mobile	No support
	Notifications	Standard
	Orchestration	Standard*	Additional support possible, but depends on use case.
	Password Reset	Standard
	Platform Security	Domain separation landing page
	Predictive Intelligence	Standard
	Remote Tables	No support	.
	Schedules	Basic
	Search Suggestions	No support
	Service Portal	No support
	State Flows	No support
	Subscription Management	No support
	Survey Management	Basic*
	Time Card	Basic*	Can be separated with customization.
	Virtual Agent	Basic
	Visual Task Boards	Basic
	Workflow	Standard*	Additional support possible, but depends on use case.
Security Operations	Security Incident Response	Standard
	Threat Intelligence	Standard
	Trusted Security Circles	Standard
	Vulnerability Response	Standard
Service Management	Coaching Loops (Legacy)	No support
	Finance Service Management	No support
	Planned Maintenance	Standard*
	Structured Problem Analysis	No support
Software Asset Management	Software Asset Management	No support

*In some cases a platform feature or application may be able to effectively support service provider uses cases even though the domain framework is not being used. In this situation the use cases must be specifically detailed to support domain separation. An asterisk (*) after the support level indicates this kind of configuration.

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Application support for domain separation

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

There is business logic to ensure data goes into the proper domain for the application’s service provider use cases.
In the application, the user interface, cache keys, reporting, rollups, aggregations, and so on, all consider domain at run time.
The owner of the instance needs to be able to set up the application to function normally across multiple tenants.

Use case: As a service provider when I use chat to respond to a tenant-customer’s message, the client must be able to see my response.

Standard

Includes Basic level
Business logic: Processes can be created or modified per customer by the service provider. The use cases reflect proper use of the application by multiple service provider customers in a single instance.
The owner of the instance needs to be able to configure MVP business logic and data parameters per tenant as expected for the specific application

Use case: As an admin, I need the ability to make comments mandatory on close of a record for one tenant, but not for another.

Enhanced

Includes Basic and Standard levels
Data-driven process enables service provider customers to modify business logic based on defined use cases. These configurations are UI-based, and failsafe so that configurations by one customer cannot affect another.
Tenants of the instance need to be able to configure MVP business logic and data parameters for themselves that would be expected for the application's normal function.

Use case: As a tenant-customer of a shared environment I need the ability to make changes to the impact/ urgency/ priority matrix to drive priority within my domain.

Effective Domain (*)

In some cases a platform feature or application may be able to effectively support service provider use cases even though the domain framework is not being used.
Should that be the situation, the use cases must be specifically detailed to support 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.
Domain-specific configuration is managed by instance owner.
Tenant domains can manage their own application data.
Application properties are domain aware when needed.
Business logic and processes can be domain separated by instance owner.
Business logic and processes can be administered by tenant domain.

Note:

Support levels by application


Product Suite	Application	Support level	Notes
Analytics, Intelligence, and Reporting	Dashboards	Basic	Architectural support only.
	Performance Analytics	Enhanced	Can be domain separated, except for separated properties.
	Reporting	Basic
Custom Business Applications	Delegated Development	No support	Application Administration must be enabled.
	ODBC Driver	Basic*	The ODBC user domain restricts access to data.
	Script debugger	Basic
	Web Services	Standard*	Additional support possible, but depends on use case.
Customer Service Management	Communities	No support
	Customer Service Management	Basic
	Field Service Management	Basic
Governance, Risk, and Compliance	Governance, Risk, and Compliance (GRC)	Basic
HR Service Delivery	HR Service Delivery	Basic*
IT Business Management	Agile Development	Basic*	Product models not domain separated. System properties cannot be domain separated.
	Application Portfolio Management	Basic
	Cost Management	No support
	Financial Management	No support
	Project Portfolio Management	Basic*	Architectural support only. Certain properties cannot be domain separated.
	Release Management	Basic*
	Scaled Agile Framework (SAFe)	Basic*
	Test Management	Basic*
IT Operations Management	Cloud Management	Basic	Not all tables are domain separated.
	Discovery	Standard
	Event Management	Basic
	Operational Intelligence	Basic
	Service Mapping	Basic
IT Service Management	Asset Management	Basic*	License calculations supported in global scope only.
	Benchmarks	No support
	Change Management	Basic
	Coaching	Basic
	Continual Improvement Management	Basic
	Contract Management	No support
	Expense Line	No support
	Incident Communications Management	Standard	Can be separated through customization.
	Incident Management	Standard
	On-Call Scheduling	Standard
	Problem Management	Standard	Task-outage relationship includes architectural support only.
	Procurement	Standard*
	Product Catalog	Standard
	Request Management	Standard	System properties cannot be domain-separated.
	Service Catalog	Standard	System properties cannot be domain separated. For a requester, there is no cross-domain visibility of catalog items irrespective of the domain hierarchy.
	Service Desk Call	Basic
	Service Level Management	Standard
	Service Portfolio Management	Basic*	Architectural support only.
	Vendor Performance	No support
	Walk-up Experience	Basic
Now Platform:	Administration , App Engine , Capabilities User Interface
	Advanced Work Assignment	Standard
	Agent Workspace	No support
	Assessments	Standard
	Automated Test Framework	Standard*	Because application tables are not domain separated, data is not visible in child domains.
	Connect Support and Chat	Basic	Connect Chat supported within each domain only. Connect Support dashboard and queues do not support domain separation.
	Contextual Search	Standard
	Configuration Management (CMDB)	Standard	CMDB CIs are domain separated.
	Content Management System	No support	Can be separated with customization.
	Credentials and Connections	Standard
	Data Certification	Basic*
	Data Management	Basic*
	Dependency Views	Basic
	Dynamic Translation	Basic
	Edge Encryption	No support
	Encryption Support	No support
	Flow Designer	Standard*
	Homepage Administration	Basic*
	Integrations with third-party applications and data sources	Basic-Standard
	Knowledge Management	Standard
	Managed Documents	No support
	MetricBase	Basic
	Mobile	No support
	Notifications	Standard
	Orchestration	Standard*	Additional support possible, but depends on use case.
	Password Reset	Standard
	Platform Security	Domain separation landing page
	Predictive Intelligence	Standard
	Remote Tables	No support	.
	Schedules	Basic
	Search Suggestions	No support
	Service Portal	No support
	State Flows	No support
	Subscription Management	No support
	Survey Management	Basic*
	Time Card	Basic*	Can be separated with customization.
	Virtual Agent	Basic
	Visual Task Boards	Basic
	Workflow	Standard*	Additional support possible, but depends on use case.
Security Operations	Security Incident Response	Standard
	Threat Intelligence	Standard
	Trusted Security Circles	Standard
	Vulnerability Response	Standard
Service Management	Coaching Loops (Legacy)	No support
	Finance Service Management	No support
	Planned Maintenance	Standard*
	Structured Problem Analysis	No support
Software Asset Management	Software Asset Management	No support

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Support levels by application

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Support levels by application

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