Application service maps in legacy Agent Workspace

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    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 Application service maps in legacy Agent Workspace

    Application service maps provide a visual representation of configuration items (CIs) that make up application services, including the relationships and connections between them. A new service map is generated whenever you manually create a service instance or map one using Service Mapping. The map is automatically updated with changes such as added CIs or discoveries made during Service Mapping.

    Show full answer Show less

    Key Features

    • Map Visualization: Displays the entire service map centrally, with controls to zoom, pan, and position the map for better navigation.
    • Service Information: Shows key details like severity, status, and application owner on the map, with additional properties accessible via the Service properties pane.
    • CI Attributes and Messages: Selecting any device, application, or connector highlights it and reveals its attributes in the Properties pane. Server hosts and applications have separate attribute sections for clarity.
    • Related Items Pane: Displays alerts, changes, planned changes, or cases linked to the selected application service or its CIs. Selecting related messages highlights the corresponding CI on the map.
    • Event Management Integration: The service instance map reflects the severity status of CIs, providing real-time impact visualization.

    Practical Use for ServiceNow Customers

    Using application service maps in the legacy Agent Workspace enables you to quickly identify the composition and status of your application services. You can easily spot and investigate alerts or changes affecting any CI within the service, improving incident response and impact analysis. The ability to interactively explore CI attributes and related messages supports informed decision-making and efficient service management.

    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.