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Define a business service

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Define a business service

Specify entry points and the mapping method for a business service.

Before you begin

  • Determine how important the business service is to your organization.
  • Ensure that you performed procedures described in Service Mapping setup.
  • Check preconfigured entry point types to make sure the type that you need exists in the application. If not, create it as described in Create an entry point type for Service Mapping.
  • If the business service contains load balancers running on a Linux host, create a discovery behavior for load balancers.
  • If your ServiceNow instance uses domain separation and you have access to the global domain, select the domain to which the business service belongs from the domain picker ().

Role required: admin or sm_admin

About this task

After you analyze your organization business services, define them in Service Mapping.

The following are the parameters you must define for every business service:
  • Name: Assign a meaningful name that reflects the nature of this business service.
  • Mapping method:
    • Pattern-based mapping:Service Mapping discovers and maps configuration items (CIs) using patterns. A pattern is a sequence of algorithms that establish parameters of a CI as well as its outbound connections. Service Mapping always uses the pattern-based method.
    • Traffic-based mapping: Service Mapping discovers and maps CIs by detecting their inbound and outbound traffic. You can use this method in addition to the pattern-based mapping.
  • Entry point: Whichever method you choose for mapping, specify an entry point.

    An entry point is a property of a connection to an application configuration item (CI). Service Mapping starts the mapping process from this point. For example, to map your electronic mailing business service, define an email address.

    Entry points vary depending on the nature of the business service. A printer, URL, or phone number can all serve as entry points to your services. Service Mapping comes with a wide range of preconfigured entry point types that cover most commonly used applications.

After Service Mapping discovers CIs belonging to your business service for the first time, it then runs discovery on CIs again to catch changes and updates. Discovery schedules determine what CIs and how often Service Mapping re-discovers.

You can also learn how to define a business service from the following video tutorial:


  1. Navigate to Service Mapping > Services > Business Services.
  2. Click New.
  3. Define the business service attributes as follows:
    Table 1. Business Service form
    Field Description
    Name Enter the business service name. This name must be unique to this business service. Use self-explanatory names like mailing service or printing service.
    Business criticality Select a criticality level to define the importance of this service in your organization. For more information, see Business services.
    Owned by Select an owner who is responsible for this business service in the organization and who gets automatic notifications for the service if you enter their email address or phone number.
    Email Enter the email address of the owner.
    Business phone Enter the phone number of the owner.
    Traffic based discovery

    To use the traffic-based discovery method in addition to the pattern-based method, select this check box.

    To map the business service using only discovery patterns, clear this check box.

    Discovery status Do not change this value.
    Service Mapping automatically generates this status.
    • In progress: Service Mapping is performing discovery and mapping for this business service for the first time.
    • Done: Service Mapping discovered and mapped this business service at least once.
    Operational status

    Select Operational to use this business service. If you customized preconfigured options for this category, select the option whose value is set to 1.

    Event Management calculates impact only on business services in use.

    If you do not want to use this business service immediately, select Non-Operational , Repair in Progress, or DR Standby.

    Comments Add a description or notes about the business service.
  4. Define all required entry points for your business service.
    1. In the Entry Points section at the bottom of the form, click New.
    2. In the Configure New Entry Point window, select the entry point type.
      Entry point parameters depend on the type you select.
    3. Configure attributes for the entry point as described in Entry point attributes.
    4. Click Submit.
    5. If necessary, repeat these steps to define an additional entry point.
  5. Click View map to start mapping.
    The Discovery page opens and displays the mapping in progress.