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ServiceNow Exchange: Autonomous IT Academy- Hybrid Service Mapping with Tag-Based & Machine Learning

Published on by ServiceNow | Updated on

08.19.26 Autonomous IT Academy.jpg

Most customers start with tag-based service mapping, and for good reason: it's the most familiar method and it's where the majority of ServiceNow customers are today. But tagging has blind spots. In on-premises environments like VMware or Nutanix, where infrastructure is shared across multiple application services, tags alone often can't capture the full picture. If you're only using one method, you're not seeing your services clearly.

This session builds on the tag-based service mapping foundation from our March episode and sits in the Automate phase of the Zero Service Outages journey. But the story here isn't "move from tags to ML." It's that combining both methods gets you the clearest possible picture of your environment, and we'll show you exactly how they work together.

We'll start with a light refresh of key concepts (CMDB key values, tag-based families, traversal rules) since most of this was covered in depth back in March. From there, we get into what's new: where ML-based, ADM/ADME discovery, and cloud discovery fit as additional lines of work, especially in environments where tagging strategies fall short. Bill Iffland and Derek Kitzelman then walk through a live, conversational demo building a hybrid service map that joins tag-based and ML-based mappings together, showing what each method catches that the other one misses.

What you'll walk away with: A clear picture of when tag-based mapping is enough on its own and when it isn't, why on-premises and shared-infrastructure environments need more than tags, a live demo of building a hybrid service map end to end, and prerequisites (tag-based mapping and Service Mapping Plus installation) so you know what to have in place before you start.

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Questions for the presenters?

We do our best to allow time for Q&A at the end of the webinar. However, if you have questions about the topic, please post them in the comments section below and our product experts will be happy to assist you.

About ServiceNow® Exchange:

ServiceNow Exchange is your gateway to faster, smarter business outcomes. Connect with peers and industry experts as we simplify complexity through actionable insights, proven shortcuts, and insider tips. Explore curated sessions led by top ServiceNow innovators—designed to give you exclusive knowledge and practical tools to accelerate success and deliver real results. Click here to see the full catalog of ServiceNow Exchange events

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