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Service Mapping Icon

Service Mapping


ServiceNow® Service Mapping creates and maintains service maps that show the associated mix of IT components and dependencies. A top down approach, which includes network traffic, discovers and maps the relationships between components, even in dynamic, virtualized environments. Service Mapping continuously monitors the hybrid IT infrastructure for service affecting changes and updates service maps in real time.


Service Mapping is a foundational ingredient in a service centric solution for eliminating outages. Now you can easily analyze service impacting changes, pinpoint outages, and proactively identify issues.


Improve service availability by helping IT staff pinpoint service issue causes and evaluate the impact of planned changes

Accelerate mapping efforts with an intuitive user interface that guides IT through automated service mapping

Stay up-to-date and accurate with automatic service map updates as changes occur across IT applications and infrastructure

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Application Highlights

Create focused service maps, starting with the service entry points

Create focused service maps, starting with the service entry points

Create focused service maps, starting with the service entry points

See business services, underlying hybrid IT infrastructure, and change history clearly

service map end to end

See business services, underlying hybrid IT infrastructure, and change history clearly

ServiceNow data such as incidents or changes may be layered on service maps

ServiceNow data such as incidents or changes may be layered on service maps

ServiceNow data such as incidents or changes may be layered on service maps

Feature Details

  • Focused Service Mapping

    Service Mapping finds IT infrastructure in the context of a business service. Starting with the service entry point—such as a URL, queue, or Citrix VDI client—Service Mapping traces the service across all technology domains, including both on‑premises infrastructure and cloud services. It creates a complete and accurate map of all applications, servers, databases, virtual machines, network connections, platform‑as‑a‑service (PaaS) services, and other IT components that support the service.

    The map also shows the service‑level relationships that connect components into an end‑to‑end service topology, providing crucial data that is not available from infrastructure discovery tools. This patented approach automates and accelerates service mapping by focusing on what is important: the business service. Service Mapping also eliminates confusing and irrelevant infrastructure data, and delivers clear, concise, and complete service topology information. A simple user interface, and underlying processes for mapping multiple services in parallel, guides users through automated service mapping, so IT can gain service visibility faster.

  • Always Accurate and Up to Date

    Once Service Mapping maps a business service, it intelligently searches IT infrastructure, applications, and PaaS services for changes that affect the way services are delivered.  

    When Service Mapping detects a change, it updates the related service maps in real time. Maps may also be enriched with mashups of other data sources. As a result, IT staff have immediate access to up‑to‑date service topology data—even in dynamic IT environments. 

    Service Mapping also maintains a history of service topology changes that shows the changes made to a service between any two points in time. IT staff can rapidly correlate changes with service issues—isolating problems more quickly, reducing mean time to recovery (MTTR), and improving service quality.

  • Service and Infrastructure Mapping Intelligence

    Service Mapping uses traffic‑based discovery to automatically generate initial maps and then uses machine‑learning to refine results. It also has hundreds of component‑specific patterns out of the box, which provide a deep understanding of a wide range of applications, infrastructure components, and PaaS services. Service Mapping also contains an easy‑to‑use pattern editor that allows customers to modify or create new patterns for IT components for which an existing pattern does not exist. Service Mapping can also discover and map the most intricate infrastructure topologies. It understands concepts such as clusters and enterprise buses, and can trace services across these redundant and shared IT components.

  • Unified Discovery of Hybrid Infrastructure and Services

    Service Mapping is tightly integrated with ServiceNow Discovery to form a unified collection architecture on the Now Platform for discovering enterprise hybrid infrastructure and services.

    ServiceNow Discovery provides a comprehensive inventory of physical and logical assets within the IT infrastructure. These CIs and relationships are populated into the ServiceNow Configuration Management Database (CMDB).  

    Service Mapping then uncovers the hybrid infrastructure underlying the business services and connects these CIs to form individual service maps.

    IT staff can drill down seamlessly from service maps into detailed asset information, which provides a powerful, integrated environment for resolving service issues and managing service changes.

  • ServiceNow CMDB Integration

    Service Mapping is tightly integrated with the ServiceNow CMDB, populating service maps into the CMDB to create a service‑aware, single system of record. This in turn enables other ServiceNow applications with information that makes them service‑aware.


Service Mapping Is Part of...

IT Operations Management functional illustration

IT Operations Management

ITOM helps IT eliminate service outages and get to cloud faster through service visibility, health, and optimization.

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