Service Mapping Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
    • Summarize
    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 Workspace

    The Service Mapping Workspace in ServiceNow provides a centralized environment to efficiently map and manage your application services. It offers visualizations and reports that help you analyze, monitor, and update resources, create application services, and manage service mapping tasks effectively. Access the workspace viaWorkspaces > Service Mapping.

    Show full answer Show less

    Key Features and Capabilities

    • Machine Learning (ML) Readiness: Verify your ML environment is prepared before starting service mapping.
    • Detailed Service Maps: Explore detailed information about service maps across different categories.
    • Automated Service Suggestions: Use ML-powered suggestions to identify application service candidates, which can help create new or enhance existing services.
    • Improved Resource Utilization: Utilize unmapped servers linked to candidates to build application services.
    • Tag-based Service Mapping: Map on-premises and cloud configuration items (CIs) into application services through a dedicated dashboard. Note: Requires Service Mapping Plus version 1.16.3 or later.
    • Create Service Instances and Unified Services: Create service instances using unmapped resources or unify services from various sources for comprehensive service management.
    • AI Agents: When Now Assist is installed, activate AI agents to automate service mapping tasks.

    Key Metrics and Reporting

    • Mapped Application Services: Track the number and status of application services mapped, including business criticality.
    • ML-powered Candidates: Monitor the number of application service candidates identified via Automated Service Suggestions, filtered for relevance starting with Service Mapping Plus 1.16.3.
    • Mapped Servers: View servers linked to application services with details such as operational status and ownership. This tile updates to Now Assist metrics if Now Assist is installed.
    • Reports: Access bar and pie charts showing application services grouped by operation type, creation method, and criticality.
    • Unmapped Servers: Identify unmapped servers with or without application service candidates, with filtering improvements starting from Service Mapping Plus 1.16.3.

    Additional Functionalities

    • Refresh Icon: Update displayed information to the latest data.
    • Search for Server: Quickly locate and review details for specific servers.
    • Application Service Readiness Dashboard: Check Predictive Intelligence enablement, ML readiness, and training status to ensure application service readiness.

    Practical Benefits for ServiceNow Customers

    This workspace streamlines the service mapping lifecycle by combining ML-driven insights with intuitive dashboards and reports. Customers can expect faster identification and creation of application services, better utilization of unmapped resources, and the ability to leverage tag-based mapping for comprehensive coverage of on-premises and cloud assets. Integration with Now Assist further automates and simplifies service mapping tasks, enhancing operational efficiency and accuracy.

    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: Multi-source service mapping.
    Important:

    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.

    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:
    • 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.