---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/servicenow-platform

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Explore

# Unified Map {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Unified Map

The Unified Map feature in ServiceNow provides a graphical hierarchical map of the Configuration Management Database (CMDB), showing Configuration Items (CIs) and their connections.
It integrates capabilities from Dependency Views and Service Mapping into a unified visualization.
Unified Map is included in Service Graph Workspace and CMDB Workspace, enabling users to assess CI relationships and their impact on IT services and processes such as Change Management, Incident Management, and Event Management.
Show full answer Show less  
The map displays nodes as CIs and lines as connections (relationships, references, and endpoint chains). When Service Mapping is active, it also shows service instance compositions, allowing users to see all CIs that belong to a specific service, for example, the 'Revenue App'.

## How to Access Unified Map

* Navigate to **All \> Service Graph Workspace \> Unified Map** or **All \> CMDB Workspace \> Unified Map**.
* From Service Graph Workspace, select **Use Unified Map** under Recommended tools.
* From CMDB Workspace, select **Unified Map** in Quick Links.
* On any CI form in an operational state, select **Open Map** to open a map focused on that CI as the home node. Administrators can configure which operational statuses allow this.
* Use the **Unpin All** icon to view the map in full-screen mode.

## Map Work Areas and Controls

* **Map Area:** Displays the CIs (nodes) and their connections. Selecting a node reveals details such as related service instances and change history. Relationships are shown with solid lines (with arrowheads indicating dependency) and references with dashed lines.
* **Content Controls:** Includes a home node search box to set the focus node, configurable relationship levels, and filters to customize visible CIs by criteria like CI class, relationship type, discovery source, location, and ownership. Users can toggle filtered nodes as dimmed or hidden and reload the map to apply changes.
* **Toolbox:** Controls map visual aspects such as zoom and layout, and allows exporting the map as a PDF.
* **Contextual Side Panel:** Offers multiple tabs:
  * **Overview:** Summary data of all associated CIs and connections.
  * **Attributes:** Displays attributes for selected CIs or relationships.
  * **Service Instances:** Shows application service details related to the selected CI (requires Service Mapping).
  * **Related Items:** Lists related incidents, problems, or changes.
  * **Changes:** Details changes to the selected CI, including lifecycle or operational state changes, also reflected in the timeline.
* **Mini-map Navigator:** Enables quick zoom and navigation within the map view.
* **Timeline:** Visualizes historical related items such as incidents, problems, and changes over time for the selected CI, providing insight into how changes affect CMDB topology.

## Practical Benefits for ServiceNow Customers

Unified Map enhances visibility into CI relationships and dependencies, aiding impact analysis for changes, incidents, and events. It consolidates key CMDB and service mapping data into a single, interactive map interface that supports effective decision-making and troubleshooting. The ability to filter, edit, and export maps empowers users to tailor views to their operational needs and share insights easily across teams.  
The Unified Map feature displays a graphical hierarchical map of the CMDB --- CIs and the connections between them. Unified Map combines some of the capabilities of Dependency Views and of Service Mapping into a single map experience.

## Unified Map {#cmdb-workspace-unified-map__section_whz_4m1_sbc}

Unified Map is included in Service Graph Workspace and CMDB Workspace.

Nodes on the map represent CIs in the CMDB and lines represent connections between CIs (relationships, references, and other kinds of connection). The relationships help you, for example, to assess the impact of a change
to a selected node by showing CIs that are connected to it through relationships. Products such as [Change Management](https://www.servicenow.com/docs/access?context=c_ITILChangeManagement&version=australia&pubname=australia-it-service-management&ft:locale=en-US), [Incident Management](https://www.servicenow.com/docs/access?context=c_IncidentManagement&version=australia&pubname=australia-it-service-management&ft:locale=en-US), and [Event Management](https://www.servicenow.com/docs/access?context=c_EM&version=australia&pubname=australia-it-operations-management&ft:locale=en-US) benefit from such information.

When the Service Mapping application is active, the map also shows the composition of service instances --- useful with products such as [Event Management](https://www.servicenow.com/docs/access?context=c_EM&version=australia&pubname=australia-it-operations-management&ft:locale=en-US) and [Incident Management](https://www.servicenow.com/docs/access?context=c_IncidentManagement&version=australia&pubname=australia-it-service-management&ft:locale=en-US). For example, you can view all CIs that are members of the 'Revenue App' service instance. You can review historical changes and then, for example, filter the CIs so that only
application CIs appear on the map.

## Opening a map {#cmdb-workspace-unified-map__id_tvw_th2_kfc}

Use any of the following methods to open Unified Map:

* Navigate to AllService Graph WorkspaceUnified Map.
* Navigate to AllCMDB WorkspaceUnified Map.
* While working in the Service Graph Workspace, select Use Unified Map to view CI relationships in the Recommended tools section.
* While working in the CMDB Workspace, select Unified Map in the Quick Links section.
* On a CI form for any CI in an operational state, select Open Map to open a map with the CI as the home node.  
  Note:  
  An admin can specify additional <var class="keyword varname">operational status</var> values for this option. For more information, see [Configure CIs to appear based on life cycle stage value](https://www.servicenow.com/docs/tuqm54Gzw6BSWQhSt9fnzg "By default, only CIs for which Life cycle stage is Operational or empty appear on maps. You can configure the map to display CIs with other Life cycle stage values. These are general settings that only sn_cmdb_admin can configure.").

{#cmdb-workspace-unified-map__ul_u5c_hsv_qwb}  
Tip:  
To view a map in full-screen mode, select the Unpin All icon.

## Work areas on the map {#cmdb-workspace-unified-map__section_gjr_hyx_qbc}

A: Map
:   The map displays specified CIs (nodes) and their connections (CI relationships, references, and endpoint chains). In the example, the CRM CI is the home node and the connections represent relationships with other CIs. Select any
    node to view details like related service instances, change history, and so on. For more information, see [Controlling Unified Map contents and appearance](https://www.servicenow.com/docs/4ihNzhc~~mzqKoRurssFhA "Manipulating the contents and layout of a map can greatly assist with envisioning and optimizing your CMDB. You can control which elements appear on the map, isolate and analyze relationships between CIs, and simplify the map to isolate issues.").
:   Two CIs might be connected by one or more relationships (stored in the CI Relationship \[cmdb_rel_ci\] table). For example, two CIs might be connected by the Runs On::Runs, Depends On::Discovered From, and by the Owned By::Owns relationships.

    * A solid line indicates a relationship. The arrowhead indicates the dependent node.
    * A dashed line indicates a reference.
    * A badge on a line indicates the number of relationships between the CIs.
    {#cmdb-workspace-unified-map__ul_ykz_nxx_42c}

B: Content controls
:
    * Home node search box: Search for and select the home node --- the node to focus on (CRM in the image). For more information, see [Controlling Unified Map contents and appearance](https://www.servicenow.com/docs/4ihNzhc~~mzqKoRurssFhA "Manipulating the contents and layout of a map can greatly assist with envisioning and optimizing your CMDB. You can control which elements appear on the map, isolate and analyze relationships between CIs, and simplify the map to isolate issues.").
    * Levels: Specify the number of CI relationship levels that should appear on the map.
    * Filters ![](): Customize the map to focus on the CIs that you want to work on by filtering out (hiding) irrelevant CIs. You can filter by layer count, CI class, relationship type, discovery source, location, and CI ownership. Select the view icon ![]() to hide or show filtered CIs as dimmed view-only nodes. For more information, see [Use filters to specify which nodes should appear on a map](https://www.servicenow.com/docs/OAHExddLuCOLgcJwAvrQzA "Customize the map to focus on the CIs that you want to work on by filtering out (hiding) irrelevant CIs. You can filter by layer count, CI class, relationship type, discovery source, location, and CI ownership.").
    * Reload map ![](): Reload the map after making changes.
    * Timeline ![](): The timeline indicates related items like incidents, problems, and changes over a specified period of time for the selected CI. You can use the timeline to visualize the history of changes to a CI and how they affect the topology of the CMDB. For more information, see [Viewing related items on the Unified Map timeline](https://www.servicenow.com/docs/3wJyoYaTdjNvk~6yGynHKQ "The timeline indicates related items like incidents, problems, and changes over a specified period of time for the selected CI. You can use the timeline to visualize the history of changes to a CI and how they affect the topology of the CMDB.").
    * Map editor ![](): Use the map editor to add CIs to or remove (hide) CIs from the map and to update relationships in the CMDB. For more information, see [Editing maps in Unified Map](https://www.servicenow.com/docs/Dsx7tTQELjh_mhjl_ODSJw "While you work in the map editor, you can add a CI to the map and remove (hide) a CI from the map. Removing a CI node from a map deletes the records of the CI relationships, but does not delete the CI record from the CMDB. You can also add, modify, and delete CI relationships in the CMDB.")
    {#cmdb-workspace-unified-map__ul_vxr_jpr_rbc}

C: Toolbox
:
    * Use the toolbox to control visual aspects of the map such as zoom level or layout mode. For more information, see [Controlling Unified Map contents and appearance](https://www.servicenow.com/docs/4ihNzhc~~mzqKoRurssFhA "Manipulating the contents and layout of a map can greatly assist with envisioning and optimizing your CMDB. You can control which elements appear on the map, isolate and analyze relationships between CIs, and simplify the map to isolate issues.").
    * In the toolbox, select the Export map icon ![]() to save the current appearance of the map as a PDF document on your local drive.
    {#cmdb-workspace-unified-map__ul_jjd_nzm_y2c}

D: Contextual side panel
:
    * The Overview panel (![]()) displays summary data for all CIs that are associated with the home node --- counts and types of CIs and connections, discovery sources, and so on. For more information, see [View a summary of map contents on the Overview panel](https://www.servicenow.com/docs/m77eaDFv8M4PLu4jKxEO0A "The Overview panel displays summary data for items on the map that are associated with the home node — counts and types of CIs and connections, discovery sources, and so on.").
    * The Attributes panel (![]()) lists attributes like location and operational status for the selected CI or relationship. For more information, see [View the attributes of a CI or a relationship](https://www.servicenow.com/docs/HAK7E~aVz6yeSIUmnN_dkQ "Open the Attributes panel in Unified Map to view attributes like location and life cycle stage for a CI or a relationship.").
    * The Service instances panel (![]()) lists details of mapped application services (service instances) associated with the selected CI. The Service Mapping application generates this type of map content. For more information, see [View service instances for a CI](https://www.servicenow.com/docs/yG~wynw7Zd5UbdrzwCYauw "For a selected CI, the Service instances panel in Unified Map lists details in the Service Mapping application for all associated service instances (formerly application services).").
    * The Related items panel (![]()) shows related items such as changes, active incidents, or active problems for the selected CI. For more information, see [View related items for a CI](https://www.servicenow.com/docs/1eZ0vPcy8bqsKdvRTqdu3w "Open the Related items panel in Unified Map to show all related items (typically, events such as changes, active incidents, or active problems) for the selected CI.").
    * The Changes panel (![]()) lists changes to the selected CI such as changes to life cycle stage or operational state. For more information, see [View historical changes for a CI](https://www.servicenow.com/docs/yId7n0jsUkaUAYX9jjruMg "The Changes panel in Unified Map displays change details such as changes to life cycle stage or operational state for the selected CI.").

      Changes are also indicated on the timeline. For more information, see [Viewing related items on the Unified Map timeline](https://www.servicenow.com/docs/3wJyoYaTdjNvk~6yGynHKQ "The timeline indicates related items like incidents, problems, and changes over a specified period of time for the selected CI. You can use the timeline to visualize the history of changes to a CI and how they affect the topology of the CMDB.").
    {#cmdb-workspace-unified-map__ul_gzm_3pt_rbc}

E: Mini-map navigator
:   Use the navigator to set the zoom level or move the view to an area of interest. Select the icon to show or hide the navigator. For more information, see [Controlling Unified Map contents and appearance](https://www.servicenow.com/docs/4ihNzhc~~mzqKoRurssFhA "Manipulating the contents and layout of a map can greatly assist with envisioning and optimizing your CMDB. You can control which elements appear on the map, isolate and analyze relationships between CIs, and simplify the map to isolate issues.").

F: Timeline
:   The timeline indicates related items like incidents, problems, and changes over a specified period of time for the selected CI. You can use the timeline to visualize the history of changes to a CI and how they affect the topology of the CMDB. For more information, see [Viewing related items on the Unified Map timeline](https://www.servicenow.com/docs/3wJyoYaTdjNvk~6yGynHKQ "The timeline indicates related items like incidents, problems, and changes over a specified period of time for the selected CI. You can use the timeline to visualize the history of changes to a CI and how they affect the topology of the CMDB.").
**Related concepts**   

* [CMDB Workspace store app](https://www.servicenow.com/docs/BpRE~ioD6YSXTWPbjQaAkQ "The CMDB Workspace is an efficient, central, and modernized way for you to work. Use CMDB Workspace to search and explore the CMDB, examine health and recent activities, and access CMDB dashboards and tools to support tasks in your organization.")

*[\>]: and then