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Design Considerations

Information that will help you design and plan the implementation of in your organization.


This page lists key decisions you will need to make ahead of implementation that would be difficult to change later:

  • Before making a purchasing decision, for example architecture decisions affecting number and location of servers

  • Dependencies for features you are planning to implement.

This page will also reference the following pages where necessary:

This page is part of the design phase of implementation.

Retrieving device details

To enable users to run topics from the on the device they are browsing from, you will need an implementation of Shopping. You will also need the Shopping client module of the 1E Client installed on all the devices where you want this behavior. The Shopping client module is able to retrieve the device's FQDN using a loopback mechanism, this can then be leveraged by to identify the device and pass this on to 1E to enable the correct processing of any selected topic.

Please refer to Install and configure Shopping for use with the 1E Virtual Assistant for more details.

Specific topic considerations

Various technologies and configurations are needed for specific topics in .

The design considerations for each of these is highlighted on Post-installation tasks to enable individual topics on a topic by topic basis.

Compatibility matrix for ServiceNow apps with 1E Core and 1E platform

The following table contains details of all currently supported 1E ServiceNow integration apps. Use this table as a reference to ensure you are using the correct combination of apps for your needs. Each app is dependent on a 1E Core app and a Tachyon installation.

1E ServiceNow App


Supported versions of 1E platform

Supported versions of ServiceNow


1E ITSM Connect


5.2, 8.0, 8.1

Quebec, Rome, San Diego

Integrates ServiceNow ITSM with 1E, to provide real-time inventory and pre-approved automated fixes to first line teams from within the ServiceNow Incident page. 

Support for 1E Core (new in 2.0.0).

Device View and Experience integration (new in v3.0).

Support for domain separation (multi-tenant) (new in v3.1).

Support for 1E CMDB Connect app (new in v3.2).

1E Service Catalog Connect


5.2, 8.0, 8.1

Quebec, Rome, San Diego

Integrates ServiceNow Service Catalog with 1E. Provides a UI like 1E Shopping – allows WSA to be invoked by ServiceNow and report WSA requests.

Guided Tour, and running any instruction (new in v2.0.1).

1E Virtual Assistant


5.2, 8.0, 8.1

Quebec, Rome, San Diego

Provides a Virtual Agent for ServiceNow, supporting various topics, some of which use instructions.

1E Core


5.2, 8.0, 8.1

Quebec, Rome, San Diego

Platform enabler. Provides copy of instructions.

Support for domain separation (multi-tenant) (new in v2.0).

Support for 1E CMDB Connect apps (new in v2.1) including Service Graph Connector for 1E.

Service Graph Connector for 1E Tachyon


5.2, 8.0, 8.1

Quebec, Rome, San Diego

1E CMDB Connect, and Service Graph Connector for 1E, provide identical capabilities, your choice depends on your licensing.

Either one can be optionally used for the following, among other features:

  • populate device data in ServiceNow's CMDB through 1E Core and Tachyon

  • provide the device FQDN required by other 1E ServiceNow apps, so they can use 1E.

The latter requirement may also be met by any third party app capable of populating the device FQDN in the ServiceNow CMDB cmdb_ci_computer table.

Change target from cmdb_ci_pc_hardware to cmdb_ci_computer (new in SGC 1.2.2).

Populates installed software, disk usage and network attributes. Also provides custom table for uninstalled software (new in SGC 2.0.0).


5.2, 8.0, 8.1

Paris, Quebec, Rome

1E Tachyon CMDB Connect


5.2, 8.0, 8.1

Paris, Quebec, Rome