ServiceNow Monthly Maintenance

Create an monthly incident for reoccurring maintenance tasks on your ServiceNow instance. This helps keep your ServiceNow instance in good condition and prevent data issues. 


Adjust this template depending on your ServiceNow instance setup:

Name: ServiceNow Monthly Maintenance
Table: Incident
Global: true
Short Description: ServiceNow Monthly Data Maintenance
Short Description is Monthly Data Review
Additional comments is 

Follow maintenance steps detailed in this KB article:

Scheduled Entity Generation

Name: ServiceNow Monthly Data Maintenance
Run Monthly 
Day 1
Time Hours 00 00 00
Generate This: ServiceNow Monthly Data Maintenance

Knowledge Base Article

Adjust this KB article depending on your company needs.  Some of these issues may be resolved by scripting, others require manual review.

User Account Review

1. Review Local User Accounts

Verify local accounts are correct and in good standing.

2. Open Tasks with Assigned to Deactivated

Reassign tasks where assigned to is deactivated.

3. Approval on Closed Tasks

Delete approvals as necessary.

4. Approver is deactivated

Reassign approval or reject as needed.

5. Caller is deactivated

Close incident as needed.

6. Requested Items for deactivated users

Withdraw items as needed.

7. Group Manager No longer Active

Set to active user

8. Users without email addresses

Update email address as needed

8. Users without user id

Update user id as needed

Licensing and Access Review

1.Review User License Utilization

Review Licenses compared to your license agreement

2. Review Admin Access

Restrict admin access as needed.

3. Tasks Created in Development Instances

Verify users are not accidentally using the wrong instance.

4. Check Default Update Set for admin usage

Verify admins are using update sets.

Open Task Review

1. Review Old Approvals

Reject old approvals as needed.

2. Requested Items not closed correctly

Check if Requested items are being closed correctly via workflow.

4. KBs without Tree View

Knowledge v3 articles with Tree view

5. Check expired KB articles

Adjust Valid to date on articles as needed.

6. Check Warning Log

7. Check Error Log

There should be a low number of errors in the error log.

8. Check Requests with all closed Requested Items

See Script

9. Check Feedback

Update KB Articles as result of feedback.Make sure feedback is noticed by relevant groups.

10. Tasks with inactive assignment groups

Adjust tasks with active groups

Data Import Review

1. Review Data Imports working correctly

2. Check Email Log

2. Check Mid Servers and verify operational