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Business services

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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, for example organization email system, customer-facing, or 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 with its individual CIs belonging to this business service, identifying the CI connections, and mapping the CIs.

Business services you create in the context of Service Mapping are stored in the Discovered Service [cmdb_ci_service_discovered] table.

You cannot use Service Mapping to discover a business service that you manually created as a record in the Business Service [cmdb_ci_service] table. To discover such a service with Service Mapping, define a new business service from within Service Mapping and remove the original business service from the Business service table to avoid duplication.
Attention: The result of the discovery performed by Service Mapping is different from the manually created business service, because Service Mapping discovers CIs based on their inbound connections.

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.

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 criticality on the Event Management dashboard

You can control user access to business services.