Frequently Asked Questions



Frequently Asked Questions

We have packaged our Services under the following two Offerings. Click below for additional details.



1. Discovery Accelerator: Frequently Asked Questions

1.1. What is the Discovery Accelerator Offering?
1.2. What are the services provided under this Offering?
1.3. What services are not in scope under this Offering?
1.4. How can QuickNexus deliver unlimited support for a fixed price?
1.5. Discovery is configured. What if we only need support with Discovery Troubleshooting?
1.6. Are custom probes and sensors included in this Offering?
1.7. What if I need assistance with non-discovered manually-maintained Infrastructure CIs?
1.8. Is onsite support provided under the Discovery Offering?



2. CMDB Advisory: Frequently Asked Questions

2.1. What is the CMDB Advisory Offering?
2.2. What are the services provided under the this Offering?
2.3. What services are not in scope under the this Offering?
2.4. Why doesn't the CMDB Advisory Offering include implementation of CMDB Configurations?
2.5. What collateral is available to help speed up the CMDB Implementation?
2.6. Why does QuickNexus focus exclusively on the CMDB in ServiceNow?




1. Discovery Accelerator: Answers to Frequently Asked Questions




1.1. What is the Discovery Accelerator Offering?Top

Effectively configuring and maintaining Discovery requires expertise with ServiceNow and demands an in-depth knowledge about IP Networks along with the Devices and Technology scoped for Discovery.
This Offering provides a superior alternative to having a ServiceNow Discovery SME on your staff. Leveraging our best practices for Discovery Setup, Discovery Configuration and Discovery Troubleshooting, you get the expertise needed to support ServiceNow Discovery.



1.2. What are the services provided under this Offering?Top

We provide complete support for out-of-the-box Discovery Probes and Sensors including Discovery Setup, Discovery Configurations and Discovery Troubleshooting.
For ServiceNow Customers, this includes taking end-to-end ownership of ServiceNow Discovery with regular troubleshooting to ensure that your CMDB stays accurate.
For Implementation Partners, this implies end-to-end support for unlimited Discovery Projects across multiple customers. Additional Discovery Offerings can be purchased for concurrent projects.



1.3. What services are not in scope under this Offering?Top

Any non-Discovery related effort is not in scope of this fixed priced Offering, including the creation or modification of custom probes and sensors. Development and support of Service Mapping is also not in scope of this fixed price Offering. Consider our CMDB Advisory Offering for these specific items.



1.4. How can QuickNexus deliver unlimited support for a fixed price?Top

Our focus on the CMDB allows us to efficiently deliver our services to optimally setup and configure ServiceNow Discovery. For day-to-day support, we require and leverage our Discovery Troubleshooting Application to accurately analyze Discovery Logs and take proactive steps to troubleshoot Configuration Items that are not being discovered.



1.5. Discovery is configured. What if we only need support with Discovery Troubleshooting?Top

Effective Discovery Troubleshooting starts with the correct setup and configuration for ServiceNow Discovery. When we troubleshoot Discovery, we expect to make relevant updates to the Discovery Setup (Credentials, MID Servers, Schedules) and Discovery Configurations. Our Discovery Troubleshooting Application also leverages our best practice approach to enable accurate analysis and remediation of Discovery Errors.



1.6. Are custom probes and sensors included in this Offering?Top

We have created numerous custom probes and sensors. While they worked as expected, we noticed that our customers struggled with their ongoing support as a result of upgrades to the Configuration Items they discovered as well as upgrades to the ServiceNow Platform. As a result, due to the resources required for their one-off maintenance, they often failed to work and were subsequently retired, leaving behind obsolete data in the CMDB.
Thus, our recommendation is typically to avoid custom probes and sensors. If these are critical to the organization, consider our CMDB Advisory Offering, where we can evaluate the requirements and if rationalized, help design the customizations in a way that ensures ease and simplicity with their operational maintenance.



1.7. What if I need assistance with non-discovered manually-maintained Infrastructure CIs?Top

Any non-Discovery related CMDB effort, including assistance with non-discovered manually-maintained Infrastructure CIs is covered under our CMDB Advisory Offering.



1.8. Is onsite support provided under this Offering?Top

Our Discovery Offering is 100% Virtual. If our onsite presence is necessary, it can be covered under the CMDB Advisory Offering.




2. CMDB Advisory: Answers to Frequently Asked Questions




2.1. What is the CMDB Advisory Offering?Top

Our exclusive focus on the CMDB in ServiceNow gives us the experience and puts us in a unique position to understand the underpinnings of a successful CMDB.
This offering allows you to tap into our experience to provide rationalized recommendations, taking into consideration, numerous unique factors that vary for each CMDB Implementation.



2.2. What are the services provided under this Offering?Top

We provide advisory services for every aspect of your ServiceNow CMDB Implementation including, but not limited to CMDB Training, CMDB Assessment, CMDB Design, ITSM Process Alignment, IT Governance Risk and Control, Configuration Management, Hardware Asset Management, Software Asset Management, Asset and CI Synchronization, Reporting and Analytics and CMDB Purge.



2.3. What services are not in scope under this Offering?Top

Any non-CMDB related effort, including the implementation of non-CMDB or CMDB configurations are not covered under this Offering.



2.4. Does the CMDB Advisory Offering include implementation of CMDB Configurations?Top

No. This is purely an advisory offering.
We do, however, provide implementation oversight, guidance and knowledge transfer, to ensure that there is team established, with the right skillset, to manage the CMDB operationally, thus ensuring its effectiveness, after we conclude the engagement.



2.5. What collateral is available to help speed up the CMDB Implementation?Top

We have a repository of deliverable templates, design documents and code snippets to help speed up the CMDB Implementation. We also have a repository of pre-built configurations which can be downloaded via the App Store or installed via Update Sets.



2.6. Why does QuickNexus focus exclusively on the CMDB in ServiceNow?Top

CMDB is core to every ServiceNow Implementation. However, CMDB Implementations are very complex and often executed poorly.
At QuickNexus, we believe in delivering solutions that are simple, robust and scalable. This requires significant investment in designing and building pre-packaged solutions with supporting collateral to enable consistent and reliable implementations.
Focusing exclusively on the CMDB allows us to provide the level of expertise, quality and thoroughness that is required of a CMDB Implementation in ServiceNow.




For more information, contact us at info@quicknexus.com