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Service Mapping

Gain visibility into the IT infrastructure that makes up your business services. Accurate service maps use traffic‑based discovery and infrastructure information in the ServiceNow® Configuration Management Database (CMDB) to show the mix and relationship of applications, IT components, and cloud services.

Faster than manual approaches, get guidance through the process of mapping multiple services in parallel. Maps are automatically updated as changes occur across applications, infrastructure, and cloud services for a service‑aware view to increase the availability of business services.


Get visibility into IT Services by easily pinpointing underlying causes of issues and reliably evaluating business and services impacts of planned infrastructure changes

Reduce mapping efforts through time and money saving automation with a simple guidance through bulk error handling and gradual refinement for quicker time to value

Keep maps updated and accurate with the latest service topology information automatically captured as change occurs across IT applications and infrastructure

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

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  • Tag-based Service Mapping

    Tag‑based service mapping provides a very effective way to build service maps based on tags, a technique widely used in cloud and container deployments for grouping resources. The tag‑based approach is faster and more accurate than manual. IT operations can accurately map 100s of services and quickly gain visibility into cloud and containerized environments. It simplifies application context for Mode 2 operations.

  • Focused Service Mapping

    Service Mapping finds IT infrastructure in the context of a business service. 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 topology, providing crucial data that’s not available from infrastructure discovery tools. This patented approach automates and accelerates mapping by focusing on what’s important: the business service.

    Service Mapping eliminates confusing, irrelevant infrastructure data to deliver clear, concise, and complete topology information. A simple user interface, and underlying processes for mapping multiple services in parallel, guides users through automated mapping, so IT can gain visibility faster.

  • Always Accurate and Up to Date

    Once Service Mapping maps a 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 that are in a constant state of flux.

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

  • Advanced Service Mapping

    Service Mapping uses traffic‑based discovery to automatically generate initial maps, then uses machine‑learning to refine results.

    It 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. It also contains an easy‑to‑use editor to modify or create new patterns for IT components with no existing pattern.

    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.

    Instead of handling CI issues map by map and refining each by itself, the new approach is to save time with bulk discovery, mapping, and error resolution handling that resolves CI issues systemically for quicker time to value.

  • 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

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