--- sourceDocument: Brazil IT Operations Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-operations-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil IT Operations Management ft:clusterId : - itom bundleId : - itom workflow : - Technology --- # Service Mapping flow # Service Mapping flow {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Service Mapping flow Service Mapping enables collaboration among users with different roles to map, review, and monitor an organization's application services. It guides administrators and service instance owners through a structured workflow to ensure accurate and complete service maps. This process helps maintain visibility into application services, supporting effective service management and operational insights. Show full answer Show less ## Service Mapping Workflow * **Initial Setup:** The administrator performs essential configurations to prepare Service Mapping for use. * **Bulk and Individual Mapping:** The administrator maps application services either in bulk or individually, establishing initial service maps. * **Error Resolution:** Errors in application service maps are fixed first in bulk, then individually to ensure accuracy. * **Review and Feedback:** Fixed service maps are sent to application service owners for review. Owners verify the completeness and accuracy of service instance maps, leaving reject messages if issues are found. * **Fine-Tuning:** Administrators use owner feedback to refine service maps and resend them for approval. This iterative process continues until owners approve the maps. * **Finalization:** Once approved, administrators finalize application services by configuring access and advanced attributes like criticality. * **Maintenance:** After completion, users can view and maintain application service maps to ensure ongoing accuracy and relevance. ## Additional Considerations Customization of discovery patterns used by Service Mapping to identify devices and applications is possible but requires the **pdadmin** role and programming knowledge. The standard **servicemappingadmin** role includes the necessary permissions for such customizations. ## Practical Benefits for ServiceNow Customers * Provides a clear, role-based process for creating and validating application service maps, improving collaboration between administrators and service owners. * Enables efficient error management and quality assurance for service mappings, reducing downtime and inaccuracies. * Supports ongoing service map maintenance, helping maintain an up-to-date view of services critical for IT operations and business continuity. * Allows customization of discovery patterns to tailor mapping to unique organizational environments and applications. Learn about high-level tasks users having different roles perform in Service Mapping. In Service Mapping, users collaborate to map, review, and monitor an organization's application services. Note: For a complete list of Service Mapping roles, see [Components installed with Service Mapping](https://www.servicenow.com/docs/DZhCgEL_GJoL_tRIpWzyJQ "Several types of components are installed with activation of the Service Mapping plugin, including tables, user roles, properties, and scheduled jobs."). A typical Service Mapping workflow has the following stages: 1. The administrator performs basic obligatory configurations to set up Service Mapping. See [Configuring Service Mapping](https://www.servicenow.com/docs/4uzlx7R2J6rVvD9VW5qp5A "You get started with Service Mapping by configuring roles, credentials, and MID Server connections.") for more details. 2. The administrator maps organization application services in bulk. In addition, the administrator may map some application services individually. See [Map multiple application services suggested by classic Service Mapping](https://www.servicenow.com/docs/SoMUNP6IUs9UZEso4Cu1Rw "You can map multiple application services identified and suggested by Service Mapping in a single operation. This method suits your organization if you do not have much information about application services.") for more information about mapping services in bulk. 3. The administrator fixes application service errors in bulk, as described in [Fix application service errors in bulk](https://www.servicenow.com/docs/54DTNMCTpY5GPpE2okJv7w "Service Mapping classifies errors by their root cause, for example, missing credentials or task timeout. For a fast and efficient process, fix errors belonging to the same category in bulk."). 4. The administrator reviews the results of the initial mapping, resolving errors in individual application services. See [Fix errors in individual application service maps](https://www.servicenow.com/docs/MCJ0VComQ4U05O3O4kckJw "You can address discovery issues in each application service map individually.") for more details. 5. The administrator sends fixed application services to the application service owner for review. See [Send application service maps for review](https://www.servicenow.com/docs/qGJ6zmdS9hzWB5Jec9X33g "After you map an application service, send it to the application service owner for review to make sure that the map is accurate.") for more information. 6. 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. See [Review application service maps](https://www.servicenow.com/docs/mpNGCSkMpcDBi0cFpe4Lmw "As the application service owner for the application service map, you receive an email notification that the application service map is assigned to you for review. Review mapping results for correctness and either provide your feedback or approve the application service map. The review and approval process is available only for discovered and manually created service instances."). 7. The administrator uses the feedback from the application service owner to fine-tune the application service maps, and then resends them to the owner for review. For more information about fine-tuning an application service map, see [Fine-tune application services to implement owner requests](https://www.servicenow.com/docs/7HdnzmIHxaB7cazo8hGXJQ "As an administrator, you tweak and fine-tune maps based on comments from the application service owner."). 8. 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. See [Review application service maps](https://www.servicenow.com/docs/mpNGCSkMpcDBi0cFpe4Lmw "As the application service owner for the application service map, you receive an email notification that the application service map is assigned to you for review. Review mapping results for correctness and either provide your feedback or approve the application service map. The review and approval process is available only for discovered and manually created service instances."). 9. The administrator finalizes the application services by configuring access and setting advanced attributes, such as criticality. To learn more, see [Application service completion](https://www.servicenow.com/docs/69FXKYAtjTwb1OLdUUkNUg "After an application service is reviewed and approved, you can define attributes that enhance its discovery, reflect its importance, and control access to it."). 10. After the service instance definition is complete, the Service Mapping user can view application service maps. To learn more about maintaining the application services using Service Mapping, see [Application service analysis and maintenance using classic Service Mapping](https://www.servicenow.com/docs/WTz5wtNdvqvxJp~A8hpEvQ "Service Mapping creates maps to help you see the architecture and organization of application services. These maps are useful for planning change or migration, as well as analyzing the continuity and availability of services."). {#service-mapping-flow__ol_ygd_qcz_41b} Figure 1. Service Mapping flow In addition to these tasks, there may be a need to customize patterns that Service Mapping uses to discover devices and applications forming application services. Users must have the pd_admin role to customize patterns. In the base system, the service_mapping_admin role contains the pd_role. Customizing patterns requires basic knowledge of programming. **Related tasks** * [Control user access to application services](https://www.servicenow.com/docs/GM9UFLSam_z0vkqlVvUPjQ "Assign user roles to service groups to grant users access to application services in your organization. Your organization may restrict access to some services for security or secrecy reasons.")