Service Mapping

[abhijeetpaw]

Hello Team,

I am new to Service Mapping and Discovery and currently working on a Service Mapping POC.

Discovery and the MID Server are already in place. Apart from this, I would like guidance on what information and prerequisites I should ask from the client for a successful Service Mapping implementation.

I have a few specific questions:

1. What is the general hierarchy among the following service types: Business Services, Application Services, Technical Services, and Service Offerings?
   Which of these typically sits at the top of the hierarchy?

2. What is the purpose of a Service Instance, and how is it useful in Service Mapping?is there any connection between service instance and service map.

Any valuable guidance or best practices would be greatly appreciated.

Thanks in advance.

[its_SumitNow]

Hi @abhijeetpaw 

For your first question refer this :- https://www.servicenow.com/community/itsm-forum/business-service-vs-application-service-vs-technical... 

A Service Instance is basically saying "which version of this service are we talking about?"

For example, you might have an "Online Banking" service, but you probably have it running in Production, Test, and Dev environments. Each of those is a different Service Instance.

The connection to service maps is simple - when you create a service map, you're mapping a specific Service Instance. So your "Online Banking - Production" map will show different servers and databases than your "Online Banking  Dev" map, even though they're the same logical service.

Refer this article further https://www.servicenow.com/community/common-service-data-model/application-service-and-service-insta... 

I hope my answer helped, if yes kindly mark helpful & accept as solution 🙂

Regards 

Sumit

[Pratiksha · Accepted solution]

As MID servers are already in place, you will need a sample service to map. You will need to understand how the service starts, that would your entry point and how the connections been configured.  We most of the time ask service owner to fill in the questionair to understand the service and its connection. 

Post this you would want to know which BS or BSO or BA this map is supporting. If you open application service in CSDM view, it will give you option to attach the respective application service to BS, BSO, BA. 

Now lets say you have issue with a configuration item and you raised an incident for same, in the context menu you will get option to refresh the impacted services for the same. This will help you to calculate the overall impact. 

This can be your POC. I have articles written on the similar concepts, sharing the link below.

Here is the link https://www.servicenow.com/community/cmdb-articles/types-of-services-csdm/ta-p/3225320

Regards,

Pratiksha

[abhijeetpaw]

Hello @Pratiksha  ,

Thank you for your response.

I have a few additional questions and would really appreciate your guidance.

1. How do we receive the entry point for Service Mapping? Is it provided directly by the client, or do we identify it ourselves after understanding their infrastructure?

2. Before using the entry point, do we need to fully understand the client’s infrastructure?

3. Once Service Mapping creates the map, how can we validate whether it is correct or not?

4. The client has shared the DAD (Detailed Architecture Diagram), but it is quite complex and difficult for me to understand. Do we need to fully understand the entire architecture before implementing Service Mapping?

Looking forward to your response.

Thank you.

[Pratiksha]

1. How do we receive the entry point for Service Mapping? Is it provided directly by the client, or do we identify it ourselves after understanding their infrastructure?Ans : you need to find the IT side service owner. They can share this information. 

2. Before using the entry point, do we need to fully understand the client’s infrastructure?Ans : You need to make sure all the CI's in the service are discoverable.

3. Once Service Mapping creates the map, how can we validate whether it is correct or not?Service owner

4. The client has shared the DAD (Detailed Architecture Diagram), but it is quite complex and difficult for me to understand. Do we need to fully understand the entire architecture before implementing Service Mapping?Ideally yes. But you just need to concrete on how all the CI's on the digram work together. You dont need to learn the service. Whatever the Ci's are in digram check if you can discover them, post you need to manage the connection. Do now learning course on Service Mapping. The labs will help you. 

Regards, 

Pratiksha