Business services

A business service is a set of interconnected applications and hosts which are configured to offer a service to the organization. Business service can be internal, like organization email system or customer-facing, like an organization web site.

ServiceNow applications, including Service Mapping, refer to devices, applications, and connections that comprise a business service as configuration items (CIs). Service Mapping creates a map of a business service by communicating to individual CIs belonging to this business service, identifying the CI connections, and mapping the CIs.

To reflect the importance or impact of each business service on the operations of your organization, you can select a criticality level for them. For example, you might select a high level for a business service that supports sales functionality using the organization web site. You might then select a lower level for a business service that provides internal printing for the organization employees.

The criticality level of a business service determines how it appears on the Event Management dashboard. Criticality assigned in Service Mapping defines the prominence of a business service on the Event Management dashboard. You can also use a criticality value to define recovery strategies.
Figure 1. Example of a business service of high criticality level on the Event Management dashboard


You can control user access to business services as described in User access to business services.