Review and approval of application service maps
Summarize
Summary of Review and approval of application service maps
This process enables ServiceNow customers to collaboratively review and approve application service maps created through Service Mapping. After mapping and correcting errors in IT service maps, Service Mapping administrators and service instance owners work together to ensure the maps accurately represent all major components of the service. The review and approval workflow applies exclusively to discovered and manually created service instances and requires Service Mapping to be enabled.
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Review and Approval Workflow
- Mapping and Fixing: The Service Mapping administrator creates and corrects the service maps.
- Sending for Review: The administrator sends the service instance maps to the owner, triggering a service process task and email notification.
- Owner Review: The service instance owner verifies completeness and accuracy of the maps.
- Feedback Loop: The owner may leave reject messages (comments) for necessary fixes.
- Administrator Updates: The administrator implements requested changes and resubmits the maps.
- Final Approval: Once the owner is satisfied, they approve the service map, changing its status to Approved, making it visible in the completed application services list on the Home page.
This iterative review process may require several cycles to achieve the desired accuracy, reflecting the complexity of application service mapping.
Practical Guidance for Customers
- Send Application Service Maps for Review: After mapping, administrators should promptly assign the maps to the appropriate owners for verification.
- Review Application Service Maps: Owners must carefully examine the maps upon notification to confirm or request corrections.
- Use Roles Appropriately: Only users with Service Mapping administrator roles can perform mapping and review activities.
Related Capabilities
This process ties into other key Service Mapping tasks such as bulk fixing of application service errors, mapping multiple services using classic Service Mapping, and fine-tuning services based on owner feedback.
After the Service Mapping administrator maps IT services and fixes errors in them, the administrator and the owner collaborate to review and approve the service maps. The review and approval process is available only for discovered and manually created service instances.
You must have Service Mapping enabled to map or review service instances.
Users who perform review and approval have the roles of a Service Mapping administrator and an Service Mapping administrator is responsible for mapping, fixing, and maintaining application services. The service instance owner checks that the service instance maps are complete and all major components comprising it are correctly represented. If necessary, the owner leaves comments, referred to as reject messages, on service instance maps for the Service Mapping administrator to implement.
- After the initial mapping of service instances, the administrator fixes errors and sends individual service instances for review. The system creates a service process task assigned to the service instance owner and sends an email notification about it.
- The service instance owner checks that the service instance maps are complete and all major components comprising it are correctly represented. If necessary, the owner leaves comments, referred to as reject messages, on service instance maps for the Service Mapping administrator to implement. The service process task assigned to the owner closes. The system sends an email notification to the administrator that the owner posted comments.
- The administrator receives the email notification, views owner requests and implements them.
- The administrator resends the service instance maps for review. The system again creates a service process task assigned to the service instance owner and sends an email notification about it.
- If the revised service instance maps are satisfactory, the service instance owner approves them. If not, the owner requests further fixes, which the administrator must address.
To see documentation for a review phase, click the relevant box in the diagram.
The process of application service review may take some time as it requires making changes and repeatedly running the mapping process on the application service. Typically, it takes several iterations to arrive at the desired result.
Once the owner approves an application service, the application service status changes to Approved and it appears in the list of completed application services on the Home page.