Service Mapping Workspace

Release version: Zurich

Updated June 8, 2026

3 minutes to read

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Summary of Service Mapping Workspace

The Service Mapping Workspace in ServiceNow provides a centralized environment to efficiently map, analyze, monitor, and manage application services and their associated resources. It enables customers to visualize detailed service maps, leverage automated suggestions, and utilize tag-based mapping to organize configuration items (CIs) into application services. This workspace streamlines service mapping tasks and improves resource utilization.

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Key Features and Capabilities

Machine Learning Readiness: Verify your Machine Learning environment is prepared before mapping application services to ensure optimal use of automated features.
Detailed Service Maps: Access in-depth visualizations of service maps categorized by operation type, creation method, and criticality.
Automated Service Suggestions: Use ML-powered suggestions to identify and create or enhance application services efficiently.
Improved Resource Utilization: Convert unmapped servers linked to service candidates into mapped application services to maximize resource coverage.
Tag-Based Service Mapping: Utilize the Tag-based mapping dashboard to organize both on-premises and cloud resources into services based on tags.
Service Instance Creation: Create service instances or unified services to leverage resources from unmapped services.

Important: Access to tag-based service mapping requires installation of Service Mapping Plus version 1.16.3.

Key Metrics

Mapped Application Services: Track the number and details of already mapped services, including operational status and business criticality.
ML-Powered Candidates: Monitor the count of service candidates identified through Automated Service Suggestions, with filtering improvements from version 1.16.3 onward requiring ITOM Content Service.
Mapped Servers: View the number of servers linked to application services and related details like ownership and status. Note that this metric is replaced by Now Assist metrics once Now Assist is installed.
Service Mapping AI Agents: Activate or deactivate AI agents that automate service mapping tasks via the AI Agent activation panel available with Now Assist installation.

Reports

The workspace includes various reports to analyze service mapping data, such as:

Service Maps by Operation Type: Bar report grouping services by their operation type.
Service Maps by Creation Method: Pie chart showing how services were created.
Service Maps by Criticality: Bar report categorizing services by business criticality.
Unmapped Servers: Bar reports (varying slightly by version) that display unmapped servers along with their association to application service candidates, helping identify servers ready to be mapped.

Additional Components

Refresh Icon: Update displayed data to show the latest service mapping information.
Search for Server: Quickly locate specific servers to review detailed information.
Tag-based Service Mapping Icon: Direct access to the tag-based mapping dashboard for organizing resources into services.
Application Service Readiness Dashboard: Monitor readiness for Predictive Intelligence and Machine Learning training status to ensure data preparedness.

Practical Use for ServiceNow Customers

ServiceNow customers can use the Service Mapping Workspace to gain comprehensive visibility into their application services and related resources. Leveraging automated suggestions and tag-based mapping enhances accuracy and efficiency, while detailed reports and dashboards provide actionable insights into service health and readiness. Integration with AI agents and Now Assist further automates and simplifies service mapping operations. Installing required versions and complementary modules (such as Service Mapping Plus 1.16.3 and ITOM Content Service) is essential to access all features.

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

Navigate to Workspaces > Service Mapping.

Key features and capabilities

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.

Important:

Access to tag-based service mapping in the Service Mapping workspace requires the installation of Service Mapping Plus version 1.16.3.

Key metrics

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 to view information such as operational status and owner. The Mapped servers tile is replaced with Now Assist metrics, once Now Assist is installed.

Service Mapping AI Agents

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.

Reports

Select the relevant section of each report to view more detailed information.


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.
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. 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.

Additional components

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

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.

Application service readiness dashboard

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.