How are you measuring the ROI of Service mapping? Also is it possible to track its usage?

[Suggy]

We have put significant effort to build several service maps, but unsure of its success/usage.

1. Is there a way to check/measure if the maps are being used by users?

Customer is feeling that no one is using this product and want to stop/decommission this product in the instance.

2. How to show ROI to customer for using Service Mapping? 

PS1 - All that I know is, few users use the 'calculate impacted services' feature in Incident form at times. So the results are pulled from Service map table (svc_ci_assoc).

PS2 - Please dont share any snippet from ServiceNow docs on the benefits of Service Maps, looking for answers to my questions based on your experience 🙂

Thanks in advance!!!

[Suggy]

Anyone please 🙂

[pratik0306]

Server mapping once developed has to be formulated in a process as well so that each time some changes come, it goes through the cycle of config, review, approve. This way you can definitely know how frequent changes are coming.

Other way, teams responsible should use the dashboards and make use of it during their Change Request, Incidents etc... But this is not easy to achieve and has to be jointly done with stakeholders and frequent reminders or sessions can be done for more adoption.

[Community Alums]

Hi @Suggy , 

I agree with @pratik0306 's comments above. To provide additional context, the Service Mapping product significantly enhances visibility into application infrastructure. When integrated with ITSM processes, it adds considerable value to incident and change management workflows.

Service Mapping includes a "List CIs" option in the related links, which consolidates all CIs of an application in one place. This feature, along with the tracked config file functionality, allows stakeholders to monitor configuration files associated with application components effectively. For example, if you have an Apache application. it displays all the tracked config files configured on this application on the right application pane.

Unauthorized changes can be easily identified and visualized directly on the service map, ensuring better oversight.

Service Mapping workspace is more feature, you can leverage. 

When combined with Event Management, Service Mapping becomes even more powerful, offering near real-time alert visualization. This integration provides numerous advantages, although one common challenge is the maintenance required after the service map is developed, particularly to address any MID server issues that may occur.

Recently, I discovered that Service Mapping can now be configured using the Agent Client Collector, without a MID server.

FOR ROI, may be you can add like implementing service mapping improved application infrastructure visibility by xx % and reduce xx% of MTTR value with clear

 alert visibility  for an application. 

To know the user usage percentage of a particular application in servicenow. I think this is achievable through performance analytics. 

Before pulling this report of user percentage, it’s important to start educating your internal teams with available features in service mapping product. 

if you think this answers your questions, please mark my solution as helpful.

Regards, 

Srinija