Service Mapping Workspace
Summarize
Summary of Service Mapping Workspace
The Service Mapping Workspace in ServiceNow provides a centralized interface to efficiently map, analyze, and manage your application services. It offers visualizations and reports that help you monitor resources, update service maps, and handle service mapping tasks with ease. Access the workspace viaWorkspaces > Service Mapping.
Show less
Key Features and Capabilities
- Machine Learning (ML) Readiness: Verify your ML environment setup before mapping application services to ensure optimal performance.
- Detailed Service Maps: Drill down into service maps across various categories for in-depth information.
- Automated Service Suggestions: Use ML-driven suggestions to identify potential application service candidates, enabling creation or enhancement of services.
- Improved Resource Utilization: Map unmapped servers linked to service candidates to create new application services.
- Tag-based Service Mapping: Utilize the tag-based mapping dashboard to align your organization’s configuration items (CIs) with application services. Note that this feature requires Service Mapping Plus version 1.16.3 or later.
- Create Service Instances or Unified Services: Build service instances to leverage resources within unmapped services or create unified services from multiple sources.
Key Metrics and Reporting
- Mapped Application Services: Track the number of previously mapped services, including operational status and business criticality.
- ML-powered Candidates: Monitor application service candidates identified via Automated Service Suggestions, with enhanced filtering in Service Mapping Plus 1.16.3 to focus on relevant candidates (requires ITOM Content Service).
- Mapped Servers: View servers linked to application services along with their status and ownership. When Now Assist is installed, this metric is replaced with Now Assist metrics.
- Now Assist Integration: If installed, view service maps created by Now Assist and monitor AI Agent activities that automate service mapping tasks.
- Business Applications Linked to Service Instances: See the number of business applications connected to service instances via CSDM relationships, available when Now Assist is installed.
Included reports provide insights such as:
- Service maps by operation type, creation method, and criticality (bar and pie charts)
- Unmapped servers categorized by the presence or absence of service candidates, with updated filtering in Service Mapping Plus 1.16.3
Additional Components and Tools
- Refresh Icon: Update the displayed data to reflect the most current information.
- Search for Server: Locate and review detailed information for specific servers.
- Tag-based Service Mapping Icon: Access the dashboard to categorize and map on-premises and cloud resources.
- Application Service Readiness Dashboard: Check your Predictive Intelligence enablement, ML readiness, and data training status to prepare for service mapping.
Practical Benefits for ServiceNow Customers
By leveraging the Service Mapping Workspace, customers can streamline application service mapping with greater automation and accuracy. Machine Learning integration and tag-based mapping simplify identifying and organizing service components, enhancing operational visibility and resource utilization. The workspace’s reporting and AI agent capabilities facilitate ongoing monitoring and proactive management of service health and configuration, ultimately supporting improved IT service delivery and business alignment.
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 .
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: Multi-source service mapping.
Access to tag-based service mapping in the Service Mapping workspace requires the installation of Service Mapping Plus version 1.16.3. For more information, see Install Service Mapping Plus.
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.
- Maps created by Now Assist
- The number of service maps created by Now Assist Select to view the Service Mapping AI Agent activity. This tile is available only when Now Assist is installed.
- Business app linked to service instance
- The number of business applications with a CSDM relationship linked to a service instance. Select to view the Business App Map Agent activityThis tile is available only when 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 AI Agents for Service Mapping.
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:
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.