How do you handle Service Mapping Complex Use cases?
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a month ago
Hi
we have few use cases for Service Mapping we a bit struggling, all of them are on-prem apps:
1. Entry points - for some apps, the app owner is not able to provide any URL/TCP
What should we do? What questions to ask or other info the gather?
2. DHCP, non-Fixed IP
Shall we ask for DNS/host name?
3. Many apps are lab applications, place onsite and installed on many Client PC.
How can we add these PCs to the map?
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2 weeks ago
Hello @avivs,
Please refer to the link below:
https://www.servicenow.com/docs/bundle/zurich-it-operations-management/page/product/service-mapping/...
If it is helpful, please hit the thumbs-up button and accept the correct solution. By referring to this solution in the future, it will be helpful to them.
Thanks & Regards,
Abbas Shaik
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2 weeks ago
1. Entry point need not be URL/TCP. You can ask for any infra name related to this app. like a Load balancer also would work.
2. How are they discovered now? Is the DHCP Server is discovered? What exactly you are expected to map? just the DHCP Server?
3. Again, how are these PC's discovered now? like virtual instances on any cloud? OR as individual instances? Also, when you say installed, are you looking for any software installed on these PC's? If yes, is the software discovered already? Is it showing in installed softwares?
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2 weeks ago
1. In service mapping a “service” must have an entry point, but it doesn’t need to be a URL. You can use a load balancer, DNS name or queue as the entry point and configure patterns accordingly
2. For servers with DHCP‑assigned IPs, ask stakeholders for a stable hostname or FQDN;
Discovery can use host names to track CIs even when IPs change.
3.For lab software installed on many PCs, consider modelling it as a client‑application service: create a business service or application service with a technical CI representing the lab app, then add the hosts (PCs) as consumers rather than trying to map each PC as an entry point. Discuss with the service owner what they need to see on the map; you might not need to include every lab PC.
