Service Mapping Workspace

  • Release version: Zurich
  • Updated June 8, 2026
  • 3 minutes to read
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    Summary of Service Mapping Workspace

    The Service Mapping Workspace in ServiceNow offers a centralized environment to efficiently map, analyze, monitor, and update your application services and related resources. It consolidates visualizations, reports, and task management tools to streamline service mapping activities. Access this workspace viaWorkspaces > Service Mapping.

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    Key Features and Capabilities

    • Machine Learning (ML) Readiness: Validate your ML environment before starting application service mapping to ensure optimal use of automated features.
    • Detailed Service Maps: Drill down into comprehensive service maps across multiple categories for better insight into your services.
    • Automated Service Suggestions: Utilize ML-driven suggestions for application service candidates to create new services or enhance existing ones.
    • Improved Resource Utilization: Use unmapped servers associated with candidate services to efficiently build application services.
    • Tag-based Service Mapping: Map configuration items (CIs) from your organization into application services using tag-based methodologies, available with Service Mapping Plus version 1.16.3 and later.
    • Service Creation: Create individual service instances to leverage resources from unmapped services or unify services from diverse sources.

    Key Metrics and Reporting

    • Mapped Application Services: View counts and detailed info such as operational status and business criticality.
    • ML-powered Candidates: Track the number of candidate services identified by Automated Service Suggestions, filtered for relevance with ITOM Content Service installed.
    • Mapped Servers: Monitor servers linked to application services, including operational status and ownership; replaced by Now Assist metrics when installed.
    • Now Assist Integration: When Now Assist is installed, additional metrics and AI Agent activity tiles become available for automated mapping task management.
    • Business Application Links: Track business applications linked to service instances via CSDM relationships.
    • Reports: Access bar and pie charts for service maps by operation type, creation method, criticality, and unmapped servers with or without candidates, providing actionable insights for mapping decisions.

    Additional Functionalities

    • Refresh Icon: Quickly update displayed data to reflect the latest information.
    • Server Search: Locate specific servers easily to review detailed information.
    • Tag-based Service Mapping Dashboard: Access and manage tag-based mapping of on-premises and cloud resources.
    • Application Service Readiness Dashboard: Verify Predictive Intelligence enablement, ML readiness, and training status to prepare for service mapping.

    Important Considerations

    Access to tag-based service mapping requires Service Mapping Plus version 1.16.3 or higher. Enhancements to filtering and candidate relevance also require installation of ITOM Content Service. Now Assist installation enables AI-driven automation features and expanded metrics.

    The Service Mapping workspace provides a central location to streamline the process of mapping your application services. Use the visualizations and reports to analyze, monitor, and update your resources, create application services, and manage your service mapping tasks efficiently.

    Access

    Navigate to Workspaces > Service Mapping.

    Key features and capabilities

    Machine Learning (ML) readiness
    Confirm that your Machine Learning environment is prepared before you start to map application services.
    Detailed service maps
    Drill down for detailed information on service maps across various categories.
    Automated Service Suggestions
    Leverage Automated Service Suggestions to evaluate suggested application service candidates, using them to create application services or enhance existing ones.
    Improved resource utilization
    Use unmapped servers linked to an application service candidate to create application services.
    Tag-based service mapping
    Use the Tag-based mapping dashboard to map your organization's configuration items (CIs) into application services.
    Create a service instance or a unified service
    • Create a service instance to leverage your resources in unmapped services.
    • Create a unified service from various sources. For more information, see: .
    Important:

    Access to tag-based service mapping in the Service Mapping workspace requires the installation of Service Mapping Plus version 1.16.3.

    Key metrics

    Mapped application services
    The number of application services previously mapped. Select to view specific information about these services such as operational status and business criticality.
    ML-powered candidates
    The number of application service candidates identified using the Automated Service Suggestions feature.
    Note:
    Starting with Service Mapping Plus version 1.16.3, the filtering process has been updated to include only the most relevant candidates, excluding any ignored or irrelevant ones. This enhancement requires the installation of ITOM Content Service.
    Mapped servers
    The number of servers currently linked to an application service. Select to view information such as operational status and owner. The Mapped servers tile is replaced with Now Assist metrics, once Now Assist is installed.

    Service Mapping AI Agents

    When Now Assist is installed, the Service Mapping home page displays the AI Agent activation panel. Use this panel to activate or deactivate AI agents that automate service mapping tasks. For more information, see .

    Reports

    Select the relevant section of each report to view more detailed information.

    Title Type Source table Description

    Service maps by operation type

    Bar report

    Mapped Application Service [cmdb_ci_service_discovered]

    		 A bar report that presents the mapped application services grouped by operation type.
    Service maps by creation method

    Pie report

    		 Mapped Application Service [cmdb_ci_service_discovered] A pie report that presents the mapped application services grouped by creation method.
    Service maps by criticality

    Bar report

    		 Mapped Application Service [cmdb_ci_service_discovered] A bar report that presents the mapped application services grouped by the level of criticality.
    Unmapped servers
    Note:
    This view is applicable to users with Service Mapping Plus versions earlier than 1.16.3.

    Bar report

    Server [cmdb_ci_server]

    Service Configuration Item Association [svc_ci_assoc]

    Application service candidate [sa_ml_application_service_candidate]

    A bar report that presents unmapped servers that have been matched to an application service candidate as well as those servers with no candidate.

    Select Unmapped servers with candidate to view servers you can map to an application service. For more information, see Create an application service for unmapped servers.
    Unmapped servers
    Note:
    This view is available starting with Service Mapping Plus version 1.16.3.

    Bar report

    Server [cmdb_ci_server]

    Service Configuration Item Association [svc_ci_assoc]

    Application service candidate [sa_ml_application_service_candidate]
    A bar report that presents the number of unmapped servers, divided into two categories:
    • Unmapped servers with candidate - servers that have been matched to an application service candidate.
    • Unmapped servers without relevant candidate - servers that have no candidate.
    Note:
    Starting with Service Mapping Plus version 1.16.3, the filtering process has been updated to include only the most relevant candidates, excluding any ignored or irrelevant ones. This enhancement requires the installation of ITOM Content Service.

    Additional components

    Refresh icon
    You can select this button to refresh the page and update the displayed information to reflect the most recent data.
    Search for server
    You can use this field to locate a specific server and review it's detailed information.

    Tag-based service mapping

    Select the Tag-based service mapping icon to access the Tag-based service mapping dashboard. Here you can categorize and map your organizaton's on-prem and cloud resources into application services. For more information, see Tag-based mapping in the Service Mapping Workspace.

    Application service readiness dashboard

    Select the Application service readiness icon to access the Application service readiness dashboard.

    Use this dashboard to ensure you have enabled Predictive Intelligence, verify Machine Learning readiness, and confirm that your data has been trained.

    For more information about application readiness, see Application service readiness dashboard in configurable workspace.