Application service maps in legacy Agent Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Application Service Maps in Legacy Agent Workspace

    Application service maps provide a visual representation of configuration items (CIs) that make up application services, illustrating their relationships and connections. Maps are automatically created when a service instance is generated or updated, and they are refreshed whenever new CIs are added or discovered through Service Mapping.

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    Key Features

    • Map Visualization: Displays CIs, including their severity, status, and application owner, along with the map itself.
    • Service Properties Pane: Shows additional information about the service instance when a map is loaded.
    • Control Features: Users can zoom in, out, and reposition the map for better visibility.
    • CI Attributes: Upon selecting a CI, its attributes appear in the Properties pane, highlighting important details.
    • Related Items: Access alerts, changes, and other related information through the Related Items icon for selected CIs.

    Key Outcomes

    By utilizing application service maps, ServiceNow customers can effectively monitor and manage their application services, understand the impact of alerts on CIs, and navigate related items for informed decision-making. This enhances visibility and operational efficiency in managing application services.

    Maps offer you a visualization of data on configuration items (CIs) comprising application services, and relations and connections between these CIs.

    A new map is created every time you manually create an service instance or map an service instance using Service Mapping. The system updates the map every time you add CIs to the service instance or when Service Mapping runs discovery for CIs belonging to this service instance.

    Map window

    Aside from the map itself, the Service Map may also display the basic service information like the severity, status, and application owner of the service. You can also view additional service information on the Service properties pane. Click the Related items icon to display all alerts or changes associated with CIs comprising this application service or the application service itself.

    The service instance map in the Event Management view reflects the severity status of CIs belonging to the service instance.

    Figure 1. Service Mapping

    Service Mapping Map window
    By default, the entire map is shown in the center of the visible map area of the window. Position the map and zoom in and out using these controls.
    Figure 2. Control zoom and positioning of your map

    Control zoom and positioning of your map.
    You can also click anywhere in the map area and drag the required segment of the map into the visible area.

    CI attributes and CI-related messages

    When a map is loaded and no elements are selected, the Service properties pane shows the details of this service instance.

    A selected device, application, or connector appears in green and is highlighted. Information about the selected map element is displayed in the Properties pane on the right of the map.
    Figure 3. The Properties pane shows attributes for connections and CIs

    The Properties pane shows attributes for connections and CIs.
    The attributes for the server hosting applications and applications themselves are shown separately inside the Properties pane.
    Figure 4. The Properties pane shows attributes for hosts and applications separately

    The Properties pane shows attributes for hosts and applications separately.

    Related Items

    Click the Related Items icon to display alerts or changes associated with this application service or its CIs.

    If there is any information related to the selected CI or connection, it is highlighted in the Related Items pane on the right of the window.
    Figure 5. Select a CI to display information related to it

    Select a CI to display information related to it.
    When you select information in the Related Items pane on the right of the map window, the related CI displays in yellow.
    Figure 6. Selecting message marks the related CI yellow

    Selecting message marks the related CI yellow.

    You can display other related items, such as planned changes or cases, associated with the application service. For more information, see Modify view for an application service map in legacy Agent Workspace.