Which tool within ServiceNow is primarily used for the Discovery process?

The Discovery application within ServiceNow is specifically designed to gather and manage data about the configuration items (CIs) in your IT environment. This tool enables organizations to automate the identification of devices and applications in use within the network. By using various methods such as network scanning and agent-based data collection, the Discovery application populates the Configuration Management Database (CMDB) with accurate and up-to-date information about CIs and their relationships, which is essential for effective IT service management.

In contrast, the other applications mentioned serve different purposes: Incident Management focuses on resolving user-reported incidents, Change Management is aimed at managing changes to IT services and minimizing risks, and Knowledge Management deals with the creation and sharing of knowledge and documentation to support decision-making and problem resolution. Each of these applications plays a vital role in the overall IT Service Management framework, but they do not directly facilitate the Discovery process in the same way that the Discovery application does.