Application service maps in legacy Agent Workspace

  • Release version: Xanadu
  • Updated August 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, showing their relationships and connections. These maps are generated when you manually create or map a service instance using Service Mapping, and they update automatically as CIs are added or discovered. This visualization helps you understand the structure and status of application services within the legacy Agent Workspace.

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    Key Features

    • Service Map Visualization: Displays the entire service instance map with positioning and zoom controls, allowing you to focus on specific segments by dragging or zooming.
    • Service Properties Pane: Shows basic service information such as severity, status, and application owner when no elements are selected. When a CI or connection is selected, its detailed attributes appear here, with separate sections for hosts and applications.
    • Related Items Pane: Provides quick access to alerts, changes, planned changes, and cases related to the application service or its CIs. Selecting an item here highlights the associated CI on the map, making it easy to identify impacted components.
    • Status Reflected in Event Management: The map reflects the severity status of CIs within the service instance, supporting impact analysis during incident or event management.

    Practical Use for ServiceNow Customers

    ServiceNow customers can use application service maps in legacy Agent Workspace to gain a comprehensive view of their application services and the health of underlying CIs. The visual and interactive interface allows for efficient identification of issues through severity indicators and related alerts. It supports better decision-making by linking service status with configuration data and change information. Customers can quickly assess the impact of alerts and changes on application services, facilitating faster incident response and improved service reliability.

    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.