Hello ITOM Admins and Developers! 👋

 

For Series 4, I wanted to highlight a few newer ServiceNow ITOM capabilities worth exploring.

 

🔐 1. New MID Server Authentication with Private-Key JWTs

 

Basic Authentication between MID Servers and the ServiceNow instance is expected to be phased out in the future, although there is currently no defined timeline.

ServiceNow has introduced Instance PKI (IPKI)-based authentication for MID Servers, using private-key JWTs and certificate-based authentication.

💡 Why it’s helpful:

It reduces dependency on shared usernames and passwords and provides a more secure authentication mechanism for MID Server communication.

 

Source:

https://www.servicenow.com/community/itom-articles/the-new-way-for-mid-servers-to-authenticate-private-key-jwts/ta-p/3589092

 

🖥️ 2. ITOM Infra Services Workspace

 

The ITOM Infra Services Workspace provides a centralized console for managing and monitoring ITOM infrastructure components such as MID Servers and ACC agents.

Instead of navigating across multiple modules and tables, ITOM teams can manage infrastructure health, diagnostics, and operational activities from a single workspace.

💡 Why it’s helpful:

It simplifies MID Server administration and provides better visibility into the health of the infrastructure supporting ITOM.

 

Documentation:

https://www.servicenow.com/docs/r/it-operations-management/itom-visibility/itom-infra-srv-wrksp-use.html

ServiceNow Store:

https://store.servicenow.com/store/app/2e929ef093fdba907b73393d6cba1001

 

🗺️ 3. Multi-Source Service Mapping

 

Multi-Source Service Mapping brings together service mapping information from different sources—including top-down Discovery, tag-based mapping, ML-powered mapping, traffic-based mapping, and other mapping approaches—to create a more complete service topology.

💡 Why it’s helpful:

Enterprise environments often require multiple mapping techniques. Combining them can provide better visibility into application infrastructure and dependencies.

 

Documentation:

https://www.servicenow.com/docs/r/it-operations-management/service-mapping/multi-source-service-mapping.html

Which of these new ITOM capabilities are you planning to explore?

 

Regards,

Srinija Amisthapur

ServiceNow Certified Technical Architect

ServiceNow MVP 2026

ServiceNow #ITOM #ServiceNowITOM #Discovery #ServiceMapping #CMDB #AIOps #MIDServer