Service Mapping Queries

[FriendlyDude]

Hi All,

I have few queries regarding Service Mapping:

• Can I include relationships in the map like windows server to vminstance?
• How can I exclude decommissioned vminstance or servers from the map?
• In the mapping, how can I specify which classes I want to be included in the map?

All answers are appreciated. Thanks!

[Pratiksha · Accepted solution]

@FriendlyDude go through the thread : https://www.servicenow.com/docs/bundle/zurich-it-operations-management/page/product/service-mapping/...

If you run horizontal discovery after tag based discovery, it oob gives you relationship between the VM instance and Server. When you build the tag based map it will have only vm instance as tags are present on them, but the horizontal discovery will still have relation with the server. 

I hope it helps. 

[FriendlyDude]

This was really helpful, thanks!

[AJ-TechTrek]

Hi @FriendlyDude ,

1. Can I include relationships in the map like Windows Server → VM Instance?
Yes – Service Mapping can include relationships across multiple CI classes.
* Default: When you map a Business Service, SM automatically discovers application-level dependencies (ports, TCP connections, processes, URLs).

* To include infra relationships (e.g., Windows Server → VM Instance):
* Make sure both Discovery and Service Graph Connector (Azure/AWS) are enriching your CMDB.
* Relationships like Runs on::Runs (cmdb_rel_type) between cmdb_ci_computer (Windows Server) and cmdb_ci_vm_instance (VM Instance) should already exist in CMDB.
* Service Mapping pulls those relationships in if:
* They exist in CMDB and
* The relationship type is marked as visible in maps.

Path: CMDB → Relationship Types → open Runs on::Runs → ensure “Visible in maps” is checked.

2. How can I exclude decommissioned VM instances or servers from the map?
Best practice is not to exclude during mapping itself, but to control which CIs qualify for Service Mapping

* Option 1: Lifecycle States
* Use the Operational Status / Lifecycle State of a CI (e.g., Decommissioned, Retired).
* Service Mapping will not include CIs marked as non-operational if you configure Health Inclusion rules properly.
* Path: CMDB → CI Class Manager → Health Inclusion Rules → ensure mapping is restricted to Operational = true.

* Option 2: Discovery/Integration filters
* If the decommissioned VMs are still showing up via Azure/AWS connectors, apply filters at the connector level (e.g., exclude tags like Status=Decommissioned).

* Option 3: Service Mapping Filters
* When building a Service Map, you can configure Connection Section filters (e.g., ignore connections from retired CIs).
Best practice = use Lifecycle/Status fields as the main exclusion mechanism.

3. In the mapping, how can I specify which classes I want to be included in the map?
Yes, you can control which CI classes appear in service maps:
* Service Mapping Patterns
* Each pattern defines what gets discovered (e.g., WebSphere, SAP, Salesforce).
* Patterns specify CI classes (like cmdb_ci_appl, cmdb_ci_db_instance) and their relationships.
* If you want only certain classes → customize or clone the pattern to include/exclude CI classes.
* Class Manager Controls
* Path: CMDB → CI Class Manager → Service Mapping Classes
* You can mark which classes are eligible for mapping.
* Relationship Type Visibility
* As in point 1, only relationships flagged as Visible in maps are displayed. If you want to exclude, uncheck that box.
Example: If you want to exclude cmdb_ci_storage_volume from appearing in service maps, go to its relationship type (e.g., "Depends on") and uncheck visibility.

Please appreciate the efforts of community contributors by marking appropriate response as Mark my Answer Helpful or Accept Solution this may help other community users to follow correct solution in future.
 

Thank You
AJ - TechTrek with AJ - ITOM Trainer
LinkedIn:- https://www.linkedin.com/in/ajay-kumar-66a91385/
YouTube:- https://www.youtube.com/@learnitomwithaj
Topmate:- https://topmate.io/aj_techtrekwithaj (Connect for 1-1 Session)
ServiceNow Community MVP 2025