--- sourceDocument: Australia IT Operations Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-operations-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Operations Management ft:clusterId : - itom bundleId : - itom workflow : - Technology --- # Service Mapping Workspace # Service Mapping Workspace {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Workspace The Service Mapping Workspace in ServiceNow provides a centralized interface to efficiently map and manage application services. It offers visualizations, reports, and dashboards that help you analyze, monitor, and update your resources while creating and managing service mapping tasks. This workspace is accessible viaWorkspaces \> Service Mappingand requires theservicemappingadminrole. Show full answer Show less ## Key Features and Capabilities * **Machine Learning (ML) Readiness:** Verify that your ML environment is prepared before initiating service mapping to leverage AI-driven insights. * **Detailed Service Maps:** Drill down into comprehensive service maps with categorized details for better understanding and management. * **Automated Service Suggestions:** Utilize AI-generated suggestions to identify potential application service candidates, facilitating creation or enhancement of services. * **Improved Resource Utilization:** Use unmapped servers linked to candidates to efficiently create new application services. * **Tag-based Service Mapping:** Map configuration items (CIs) using tags via a dedicated dashboard, enabling mapping of both on-premises and cloud resources. * **Create Service Instances or Unified Services:** Build individual service instances or combine multiple sources into unified services. Note that tag-based mapping requires **Service Mapping Plus version 1.16.3**. * **AI Agent Integration:** When Now Assist is installed, activate AI agents to automate service mapping tasks and monitor their activity directly from the workspace. ## Key Metrics and Insights * **Mapped Application Services:** Track the number and details of application services that have been mapped, including operational status and business criticality. * **ML-Powered Candidates:** Monitor the number of AI-identified service candidates, with enhanced filtering available from Service Mapping Plus 1.16.3 onward (requires ITOM Content Service). * **Mapped Servers:** View servers linked to services, including status and ownership; replaced with Now Assist metrics if installed. * **Now Assist Metrics:** Access AI-driven metrics such as maps created by Now Assist and business applications linked to service instances. ## Reports and Dashboards The workspace provides various reports for in-depth analysis, including: * **Service Maps by Operation Type:** Bar report categorizing services by operation. * **Service Maps by Creation Method:** Pie chart showing how services were created. * **Service Maps by Criticality:** Bar report grouping services by criticality level. * **Unmapped Servers:** Bar reports displaying unmapped servers, with or without candidates, adjusted based on Service Mapping Plus version. ## Additional Tools and Navigation * **Refresh Icon:** Update displayed information to the latest data. * **Search for Server:** Locate specific servers and view detailed information. * **Tag-based Service Mapping Icon:** Quick access to the Tag-based mapping dashboard. * **Application Service Readiness Dashboard:** Verify predictive intelligence enablement, ML readiness, and data training status. ## Practical Notes for ServiceNow Customers To fully utilize key features such as tag-based service mapping and enhanced candidate filtering, ensure you have installed **Service Mapping Plus version 1.16.3** and the **ITOM Content Service** where required. Installing Now Assist unlocks AI-driven automation and advanced metrics within the workspace. 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 {#sm-dashboard__section_if5_25s_zfc} Navigate to WorkspacesService Mapping. ## Required roles {#sm-dashboard__section_role_req_smdb} {#sm-dashboard__table_role_req_smdb__entry__2} | Role | Description | |-|-| | service_mapping_admin | Required to access the Service Mapping Workspace. | [Table 1. Roles required for the Service Mapping Workspace] {#sm-dashboard__table_role_req_smdb} ## Key features and capabilities {#sm-dashboard__section_u32_bvz_cxb} 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](https://www.servicenow.com/docs/U6XBcS0UFsusPIYRdsGaXw "Multi-source service mapping combines data from multiple discovery methods to create a single, comprehensive service map that provides complete visibility into your organization's hybrid IT infrastructure."). {#sm-dashboard__ul_c2l_d44_33c} 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](https://www.servicenow.com/docs/oSi~VdXdAwSs0c1Qu8XIiw "You can install the Service Mapping Plus application (sn_sm_scoped_app) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed."). ## Key metrics {#sm-dashboard__section_w32_bvz_cxb} 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 the tile 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 the tile to view the [Service Mapping AI Agent activity](https://www.servicenow.com/docs/54pw5y43WxTPREJzZ1RCDA "Use this reference to interpret the tables in the Service Mapping AI Agent activity list."). 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 the tile to view the [Business App Map Agent activity](https://www.servicenow.com/docs/54pw5y43WxTPREJzZ1RCDA "Use this reference to interpret the tables in the Service Mapping AI Agent activity list."). This tile is available only when Now Assist is installed. ## Service Mapping AI Agents {#sm-dashboard__section_bbl_gbz_kjc} 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](https://www.servicenow.com/docs/x~DsXRBRJ61uqGKtagwZPQ "The Service Mapping AI agents automate the creation and maintenance of service maps in the Configuration Management Database (CMDB), reducing manual effort for Service Mapping administrators."). ## Reports {#sm-dashboard__section_z32_bvz_cxb} Select the relevant section of each report to view more detailed information. {#sm-dashboard__table_aj2_bvz_cxb__entry__4} | 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](https://www.servicenow.com/docs/23N6XJpeuRJN8GDnUSQ_PA "Maximize the use of your organization's resources by mapping application service candidates that include unmapped servers. Use the Service Mapping workspace's unmapped servers widget to create an application service and ensure that your servers are used efficiently."). | | 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. {#sm-dashboard__ul_isb_1df_5fc} 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. | [ ] {#sm-dashboard__table_aj2_bvz_cxb} ## Additional components {#sm-dashboard__section_ahj_kmk_2xb} 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 {#sm-dashboard__section_ncy_3lf_5fc} 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](https://www.servicenow.com/docs/ZL88Jp2mePWf5bGep0uMVg "The Tag-based service mapping dashboard offers an intuitive way to manage tag-based services. Use the widgets, data visualizations, and list navigation to review and update your services, or create new tag-based services in a few steps. The dashboard enhances the Service Mapping Workspace, offering an efficient and user-friendly interface for organizing and optimizing your service mappings."). ## Application service readiness dashboard {#sm-dashboard__section_umh_zgx_fxb} 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](https://www.servicenow.com/docs/awpBd64b8PLcgI0dhgn_cw "Review the information on the dashboard to confirm that you’re ready to discover and map application services based on machine learning (ML). Service Mapping uses data processed by Predictive Intelligence to generate suggestions for traffic-based connections."). **Related concepts** * [Automated Service Suggestions](https://www.servicenow.com/docs/h2q8~4vgsPQ_pGsWrdgC9Q "Automated Service Suggestions simplifies the processing of mapping application services or adding to an existing service by providing application service candidates using machine learning. Mapped services provide key information to help you make data-driven decisions, prioritize services, and respond to situations.") **Related tasks** * [Map application services based on Automated Service Suggestions](https://www.servicenow.com/docs/zRk5WtU1NKQdno6uhRBUIw "Map a new application service based on automatically generated suggestions. Use the Automated Service Suggestions or Service Fingerprints features to create a new application service or add to an existing service in a few clicks.") * [Map your application services using tags in the Service Mapping Workspace](https://www.servicenow.com/docs/eEIFv_gPjStM83VX0Orl1w "Categorize and organize organization's configuration items and map them into application services using the Tag-based dashboard in the Service Mapping workspace.") **Related reference** * [Name suggestions for application service candidates](https://www.servicenow.com/docs/q4HtRwgd_yDbX2qCA_Wetg "Automated Service Suggestions provides meaningful name suggestions for service identification, which you can access on the Application Service Suggestions tab in the Service Mapping workspace.") *[\>]: and then