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. 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. They may also have advanced business logic separation or support tenant (customer) level administration of the application. ServiceNow applications are defined with the following incremental support levels.

[Omitted image “ds-support-levels.png”] Alt text: 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. [Omitted image “icon-active-plugin.png”] Alt text: supported [Omitted image “icon-active-plugin.png”] Alt text: supported [Omitted image “icon-active-plugin.png”] Alt text: supported Domain-specific configuration is managed by instance owner. [Omitted image “icon-active-plugin.png”] Alt text: supported [Omitted image “icon-active-plugin.png”] Alt text: supported [Omitted image “icon-active-plugin.png”] Alt text: supported Tenant domains can manage their own application data.   [Omitted image “icon-active-plugin.png”] Alt text: supported [Omitted image “icon-active-plugin.png”] Alt text: supported Application properties are domain aware when needed.   [Omitted image “icon-active-plugin.png”] Alt text: supported [Omitted image “icon-active-plugin.png”] Alt text: supported Business logic and processes can be domain-separated by instance owner.   [Omitted image “icon-active-plugin.png”] Alt text: supported [Omitted image “icon-active-plugin.png”] Alt text: supported Business logic and processes can be administered by the tenant domain.     [Omitted image “icon-active-plugin.png”] Alt text: supported

Support levels by application

Product Suite Application Support level App development, agentic development, and low-code App Engine Studio No support Automation Center Basic Robotic Process Automation (RPA) Hub Basic ServiceNow Studio No support 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 Workflow Data Fabric Hub/Zero Copy Connectors No support Customer Service Management Communities No support Customer Service Management Basic Release Management Basic* Order Management for Customer Service Management Basic Post-Sales Support Basic Workforce Optimization for CSM Basic Now Assist for CSM Basic DevOps Dev Ops No support Dev Ops Config No support Employee Service Management HR Service Delivery Basic* Health and Safety No support Legal Service Delivery Basic Moveworks No support Procurement Service Management (PSM) No support Safe Workplace Suite See application site for individual application support levels SharePoint Online Search Connector Basic Universal Request Basic Universal Task Basic Workforce Optimization for HR Basic Environmental, Social, and Governance Management Environmental, Social, and Governance Management No support* Field Service Management Field Service Management Basic Governance, Risk, and Compliance Advanced Risk Basic Audit Management Basic Business Continuity Management Basic Compliance Case Management Basic Continuous Authorization and Monitoring Basic Governance, Risk, and Compliance (GRC) Basic Model Risk Management Basic Operational Resilience Basic Privacy Management Basic Policy and Compliance Basic Regulatory Change Management No support* Third-party risk management Basic GRC: Metrics Basic Now Assist for TPRM No support* Now Assist for IRM No support* Smart Assessment Engine Basic Industry Products •Financial Services Financial Services Card Operations Basic Financial Services Deposit Operations Basic Financial Services Loan Operations Basic Financial Services Payment Operations Basic Financial Services Treasury Operations Basic Intelligent Servicing for Fraud Basic Property and Casualty Insurance Servicing Basic Life Insurance Servicing Basic Insurance Claims Basic Individual Life Claims Basic Financial Services Know Your Customer Basic Financial Services Credit Operation Basic Financial Services Document Processor Basic Now Assist for Financial Services Operations Basic Dispute Rules Content Pack for Visa Basic Dispute Rules Content Pack for Mastercard 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 Healthcare Operations Core Basic Care Team Operations for Healthcare IT Basic Care Team Operations for Biomed Basic Care Team Operations for Facilities Basic Care Team Operations for Environmental Services Basic Manufacturing Commercial Operations Manufacturing Commercial Operations Basic Retail Core Basic Public Sector Digital Services (PSDS) Public Sector Digital Services Basic Telecommunications, Media, and Technology (TMT) Customer Success Management Basic Customer Service Problem Management Basic ServiceNow Otto for Telecommunications, Media, and Technology (TMT) Basic (Inherited from Domain separation in the AI Admin Hub console). Proactive Service Experience Workflows Standard Service Bridge Standard Exploring Technology Product Support Case Basic (Inherited from Customer Service Management). Telecommunications Network Inventory Basic IT Asset Management Cloud Insights No support Hardware Asset Management Enhanced Software Asset Management Enhanced Enterprise Asset Management Standard Asset Audit Response Basic 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 mCloud Provisioning and Governance Terrafor Basic Cloud Operation Workspace Basic Cloud Discovery Standard Synthetic Monitoring Basic Service Observability Basic IT Service Management Benchmarks No support Change Management Basic Coaching Basic Continual Improvement Management Basic Contract Management No support Digital End-User Experience No support Domain separation and Digital Product Release Basic Expense Line No support Incident Communications Management Standard Incident Management Standard Facilities Service Management Standard 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 Level Management Basic Service Portfolio Management Basic* Site Reliability Operations Basic* Task outage Basic

||No support| |Walk-up Experience|Basic| |Configure ServiceNow Otto for IT Service Management (ITSM)|Basic| |Mobile Configuration and Navigation|Mobile|Basic| |Now Intelligence|Dashboards|Basic| |Performance Analytics|Enhanced| |Process Optimization|Basic| |Reporting|Basic| |Usage Insights|Basic| |The ServiceNow AI Platform|Advanced Work Assignment|Standard| |Agent Chat|Standard| |AI Control Tower|Basic*| |AI Search/Now Assist in AI Search|Searches respect domain restrictions from indexed records| |App Engine Studio|No support| |Application Management|No support| |Assessments|Standard| |Automated Test Framework|Standard*| |ServiceNow Voice|Basic| |Code Signing|No support| |Contextual Search|Standard| |Configuration Management (CMDB)|Standard| |Content Management System|No support| |Credentials and Connections|Standard| |Data Certification|Basic*| |Data Certification|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| |External Content Connectors|No support*| |Field Encryption|No support| |Encryption|No support| |Cloud Encryption with Key Management|Basic support| |Field Normalization|No support| |Flow Designer|Standard*| |Guided Setup|No support| |Domain separation and Integration Hub|Standard*| |Integrations with third-party applications and data sources|Basic+Standard| |Knowledge Management|Standard| |Hermes Messaging Service|Basic| |Managed Documents|No support| |MetricBase|Basic| |Natural Language Understanding|Basic+Standard| |Notifications|Standard| |ODBC Driver|Basic*| |Orchestration|Standard*| |Password Reset|Standard| |Platform Security|Domain separation landing page| |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| |Service Graph Connectors|No support| |Domain separation and Sidebar|Standard| |State Flows|No support| |Subscription Management|Basic*| |Survey Management|Basic*| |Task Intelligence|No support| |Domain separation and Time Card|Basic*| |UI Builder|Standard| |Virtual Agent|Basic| |Visual Task Boards|Basic| |Web Services|Standard*| |Workflow|Standard*| |Workspace|Standard| |Platform Fundamentals|Impact|No support| |Instance Data Replication|No support| |Integration Hub|Standard*| |Integrations with third-party applications and data sources|Basic Standard| |Knowledge Management|Standard| |Localization Framework|No support| |Localization Workspace|No support| |MetricBase|Basic| |Model Context Protocol Client|Basic| |Natural Language Understanding|Basic+Standard| |Notifications|Standard| |Now Assist AI Agents|Basic| |ODBC Driver|Basic*| |Omnichannel Callback|No support| |Orchestration|Standard*| |Password Reset|Standard| |Platform Security|Domain Separation landing page| |Data Privacy|No support| |Predictive Intelligence|Basic+Standard| |Proactive Triggers|Basic| |Process Automation Designer|Basic| |Remote Tables|No support| |Robotic Process Automation Hub|Basic| |Schedules|Basic| |Script debugger|Basic| |Search suggestions|No support| |Service Graph Connectors|Standard*| |ServiceNow Vault|No support| |Service Portal|No support| |Sidebar (aka Collaborative Chat)|Standard| |State Flows|No support| |Domain separation and Subscription Management|Basic*| |Survey Management|Basic*| |Task Intelligence|No support| |Theme Builder|No support| |TinyMCE|No support| |Time Card|Basic*| |Transaction and Session Management|No support| |UI Builder|Standard| |Virtual Agent|Standard| |Visual Task Boards|Basic| |Web Services|Standard*| |Workflow|Standard*| |Workspace|Standard| |Operational Technology|Operational Technology Manager|Basic| |Industrial Process Manager|Basic| |Operational Technology Vulnerability Response|Basic| |Operational Technology Incident Management|Basic| |Security Operations|Subscription ManagementConfiguration Compliance|Standard| |IBM QRadar Offense Ingestion|Basic| |Microsoft Graph Security API alert ingestion integration|Basic| |Security Incident Response|Standard| |Threat Intelligence|Standard| |Threat Intelligence Security Center|Standard| |Vulnerability Response|Standard| |Service Management|Facilities Service Management|Standard| |Planned Maintenance|Standard*| |Structured Problem Analysis|No support| |Workforce Optimization for ITSM|Basic| |Vendor Management Workspace|Basic| |Proactive Triggers|Basic| |Employee Service Management|SharePoint Online Search Connector|Basic| |Workforce Optimization for ITSM|Basic| |Application Portfolio Management|Application Portfolio Management|Basic| |Domain separation and Conversational Analytics|Basic| |Sales Customer Relationship Management|Advanced Approval for Sales Management|Enhanced|

Parent Topic:Domain separation for service providers