Review and approval of application service maps
Summarize
Summary of Review and Approval of Application Service Maps
The review and approval process for application service maps is a collaborative effort between the Service Mapping administrator and the service instance owner. This process ensures that IT services are accurately mapped and all components are properly represented. It is essential that Service Mapping is enabled for this process to take place, and it applies only to discovered and manually created service instances.
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Key Features
- Roles Required: Users involved in the review must have the Service Mapping administrator role.
- Collaboration: The service instance owner reviews the maps for completeness and can leave comments, known as reject messages, for the administrator to address.
- Email Notifications: Automated email notifications are sent to keep both parties informed of tasks and comments.
- Iterative Process: The review process may take several iterations to ensure all feedback is implemented satisfactorily.
Key Outcomes
Upon successful approval of the application service map by the service instance owner, the map's status is updated to "Approved," and it is added to the list of completed application services on the Home page. This structured review process helps maintain the accuracy and integrity of application service mappings within ServiceNow, ultimately leading to better service management.
After the Service Mapping administrator maps IT services and fixes errors in them, the administrator and the owner collaborate to review and approve the service maps. The review and approval process is available only for discovered and manually created service instances.
You must have Service Mapping enabled to map or review service instances.
Users who perform review and approval have the roles of a Service Mapping administrator and an Service Mapping administrator is responsible for mapping, fixing, and maintaining application services. The service instance owner checks that the service instance maps are complete and all major components comprising it are correctly represented. If necessary, the owner leaves comments, referred to as reject messages, on service instance maps for the Service Mapping administrator to implement.
- After the initial mapping of service instances, the administrator fixes errors and sends individual service instances for review. The system creates a service process task assigned to the service instance owner and sends an email notification about it.
- The service instance owner checks that the service instance maps are complete and all major components comprising it are correctly represented. If necessary, the owner leaves comments, referred to as reject messages, on service instance maps for the Service Mapping administrator to implement. The service process task assigned to the owner closes. The system sends an email notification to the administrator that the owner posted comments.
- The administrator receives the email notification, views owner requests and implements them.
- The administrator resends the service instance maps for review. The system again creates a service process task assigned to the service instance owner and sends an email notification about it.
- If the revised service instance maps are satisfactory, the service instance owner approves them. If not, the owner requests further fixes, which the administrator must address.
To see documentation for a review phase, click the relevant box in the diagram.
The process of application service review may take some time as it requires making changes and repeatedly running the mapping process on the application service. Typically, it takes several iterations to arrive at the desired result.
Once the owner approves an application service, the application service status changes to Approved and it appears in the list of completed application services on the Home page.