How to do Manual Service Mapping? Is it even possible?

[Ronak3]

Hi All,

Service Mapping works well with Top-Down Discovery (if the discovery tool is in place to use) to automate the mapping.

But,

1. How to do the Service Mapping Manually if no discovery tool? 
2. What are the step-by-step procedures to complete Manual service mapping?
3. What are required before starting to map?
4. Are they going to be any challenges?

Please help me to setup this which would help in great understanding of the procedure.

[Ashutosh Munot1]

Hi,

See converting a business service into application service 

https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/product/service-mapping/task/convert-business-service-to-IT-service.html

Thanks,
Ashutosh

[DaveHertel]

Hi Rn04 - Without some automation to maintain CMDB and ultimately Service Mapping, I don't recommend bothering to do this in production.  Yes its possible to manually create them, but without automation (of some type... either Discovery or other systems), data will get out of date.  Sooner rather than later.. Unless system processes and OWNERSHIP to ensure data is continually up to date, when the data & map eventually degrades, it'll quickly become untrusted by the business.  When mistrust in the system occurs, the CMDB/maps are no longer viewed as a reliable system of record.

Before embarking on trying to do this manually, I recommend considering:  

1. How when CMDB CI data and maps be maintained?

2. Who will be accountable for fixing/troubleshooting manually built stuff?

3. Long term: How will it be sustained?  what about job turnover?  new CMDB admins trained? etc. etc.

These are some of the bigger picture 'challenges' to your question #4.  If mgmt isn't bought into committing to doing investing and thinking through these long-term sustainability issues, then manually creating is a waste of time and effort (except maybe to learn how not do this 🙂   )

Each service mapped is unique -- rarely are 2 services identical so guidance for 'step by step' procedures will be difficult to provide prescriptive guidance.

Hope this helps?

[Ronak3]

Hi Dave,

Thank you so much for your inputs. We are actually looking to make Change Management process available for like 2 to 4 applications for now till the CMDB CI classes and data are setup as these applications are critical and needs CM process in place ASAP. 

In order to do that we might need to build the relations and mapping for these applications. Does the issues you were mentioning will apply to even if we want to start with just 2 to 4 applications?

How about if we just setup for 1 or 2 applications? I know it is not about how many but more about the challenges or maintenance issues you mentioned. But still I want to know.

[DaveHertel]

Hi -- In my experience (I've been in IT Ops for +20 years... and worked with SNOW for 11yrs), I would never, ever advocate doing CMDB work manually.  It WILL get stale... soon... and all it takes is a couple people to mistrust the CMDB it'll soon be disregarded as just-another-system that we've put in, didn't fully invest to realize its potential...etc.   Yes, same points apply to just 1 app. (but I really, really doubt it'll end with just 1 - not realistic).  

A manually maintained CMDB, without automation will get stale and mistrusted sooner or later. Scope (1 or many apps) doesn't matter.  Time moves on and humans won't keep it current.

IMHO a better place to focus energy is to get the CMDB classes and ecosystem right FIRST.  you eluded to this in your reply, as if it'll be done later... thats a mistake in my opinion.  Its like this -- when you build a house from scratch, do you start with the foundation? or skip the construction and jump right to painting the walls? (of course not...)

A strong, reasonably well-planned foundation is paramount to long term success.  Configuration Mgmt practices, CMDB and integrations are key to that foundation.   Service Mapping (a very advanced arena within SNOW) should be at the tail end of the journey, not the beginning.

Hope this helps?