Docs
Operational Runbook — example output
Runbook with health checks & escalation
$ nowaikit run docs-runbook
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NowAIKit — The #1 AI App for ServiceNow
- Running docs-runbook in direct mode (ollama)...
[INFO] Searching CMDB CIs
[INFO] Querying ServiceNow table: sys_script
[DEBUG] Query: active=true
[INFO] Querying ServiceNow table: sysauto_script
[DEBUG] Query: none
[INFO] Querying ServiceNow table: sys_hub_flow
[DEBUG] Query: active=true
✔ Capability completed (4 data points gathered)
# Operational Runbook: ServiceNow Core Platform (Demo2)
## Version: 2.0 | Owner: Platform Engineering Team | Criticality: Tier 1
### Table of Contents
1. Service Overview & Architecture
2. Key CIs & Dependencies
3. Health Check Procedures
4. Common Incidents & Troubleshooting
5. Escalation Matrix
6. Maintenance Windows & Procedures
7. Recovery Procedures
8. Monitoring & Alerting
---
### 1. Service Overview & Architecture
| Attribute | Value |
| :--- | :--- |
| Service Name | ServiceNow Core Platform (Demo2) |
| CI Class | `cmdb_ci` (Reference: `Unknown` - Legacy Duplicate Artifact) |
| Operational Status | Operational (Status ID: 1) |
| Environment | Production (Demo2 Instance) |
| Business Criticality | High (Foundation for GRC, SecOps, ITOM) |
| Managed By | Platform Administration Team |
| Supported By | Vendor Support (ServiceNow) |
Architecture Description:
The service comprises the core ServiceNow Platform engine supporting the "Demo2" instance. It acts as the central processing hub for:
* Security Operations (SecOps): Handled via `sn_ti_m2m`, `sn_grc`, and Event Management flows (`Threat Lookups for Observables`).
* IT Operations Management (ITOM): Supported by `sn_mcp_tool_definition` and Asset management rules (`Asset Service Import`).
* Workspace Services: Managed via `sn_wsd_core_boma_type` and Conference Call syncing.
* Integrations: Connected to Jenkins (`Jenkins Connect`), Azure (`Azure MCA Price Sheet`), and Microsoft Exchange (`Security Operations Microsoft Exchange Integration`).
Technology Stack:
* Backend: Java Runtime (implied by `sys_properties` validation and Business Rules).
* Infrastructure: Cloud-based (implied by Sync Instance Metadata to Central).
* Dependencies: Relies on Active Scheduled Jobs (`sn_ti_m2m`, `sn_grc_metric_definition`) and cached data tables.
---
### 2. Key CIs & Dependencies
Service: ServiceNow Core Platform
| Relationship Type | CI/Component Name | Impact of Failure | Mitigation/Redundancy |
| :--- | :--- | :--- | :--- |
| Upstream | Hardware/Cloud Infrastructure | Full Outage (Database/Compute) | Infrastructure Provider SLA (N/A) |
| Upstream | External Services (Exchange, Jenkins, Azure) | Integration Failures (Security, DevOps) | Failover to alternative queues or manual intervention |
| Downstream | `sn_grc_metric_definition` (GRC) | Compliance Reporting Delayed | Manual metric entry |
| Downstream | `notify_conference_call` (Workspace) | Conference Call Status Sync Loss | Re-sync via manual API call |
| System | `cmdb_ci` (ID: `8fbc3c05...`) | Legacy Reporting Errors | Ignore (Duplicate Artifact from Upgrade) |
Dependency Diagram Description:
```
[Cloud Infra] --> [Core DB] --> [Core Platform (ServiceNow)]
|
--------------------+---------------------
| | |
[GRC/Risk] [Security Ops] [Workspace/Chat]
(sn_grc) (sn_ti) (sn_wsd)
| | |
[Jobs/Flows] [External Integrations] [Chat Teams]
```
---
### 3. Health Check Procedures
| Check | Command/Procedure | Expected Result | Frequency | Owner |
| :--- | :--- | :--- | :--- | :--- |
| Scheduled Job Status | Run `list_scheduled_jobs` filtered by active status | All critical jobs (e.g., `Sync Instance Metadata`, `Event Management - Backfill`) active and last run within SLA | Every 15 min | SysAdmin |
| Business Rule Validation | Trigger a test update on `sys_properties` or `pm_project` | Rule `Validate Change Success Score Properties` fires without error | Every 30 min | Developer |
| Integration Connectivity | Verify flow execution for `Security Operations Microsoft Exchange Integration` | Flow status: Success, no flow errors | Every 5 min | SecOps |
| Job Execution Queue | Check `sys_cron_schedule` for stuck jobs | No jobs pending for > 4 hours | Every 15 min | Platform |
| Cache Integrity | Check `sn_mcp_tool_definition` for cache hits | Rule `Invalidate server cache` executes successfully after updates | Daily | Admin |
| Flow Execution | Monitor `On-Call: Send Notification - Email` | Successful email dispatch | Every 5 min | On-Call |
---
### 4. Common Incidents & Troubleshooting
```
INCIDENT: Scheduled Job Failure
Frequency: High (Common in batch processing)
Severity: Medium
Symptoms:
- Email/Alert indicating `Update Spoke Operation Activity Logs` failed.
- Manual check shows `Disconnected Chat Timeout` job not triggering.
... (152 more lines — full output truncated for screenshot)