Application service maps in legacy Agent Workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 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, including their relationships and connections. Each time an application service is manually created or mapped using Service Mapping, a new map is generated. The system automatically updates the map when CIs are added or when discovery runs for the application service.

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    Key Features

    • Map Visualization: Displays CIs, their connections, and essential service information such as severity, status, and application owner.
    • Control Options: Users can zoom in and out, and reposition the map to focus on specific segments.
    • Properties Pane: Shows details of the selected application service or CI, with attributes for hosts and applications displayed separately.
    • Related Items: Access alerts and changes tied to the application service or its CIs through the Related Items icon, with highlighted connections for easy identification.

    Key Outcomes

    By utilizing application service maps, ServiceNow customers can effectively visualize and manage application services, monitor their status, and quickly access relevant information regarding their CIs. This streamlines the process of service analysis and maintenance, allowing for more informed decision-making and enhanced operational efficiency.

    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 application service or map an application service using Service Mapping. The system updates the map every time you add CIs to the application service or when Service Mapping runs discovery for CIs belonging to this application service.

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

    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 application service.

    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.