Get started with Service Mapping

ServiceNow® Service Mapping discovers all business services in your organization and builds a comprehensive map of all devices, applications, and configuration profiles used in these 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. For example, creating financial reports through a web-based application requires a computer, web server, application server, databases, middleware, and network infrastructure. These applications and hosts are all configured to offer the service of financial reporting.

Typically, IT departments create and maintain an inventory that treats devices and applications as standalone, independent objects. Connections between the devices and applications are not included. This is usually referred to as horizontal discovery. This method does not address the biggest challenge for IT departments, which is understanding the connection and dependencies between each object.

Service Mapping maps dependencies, based on a connection between devices and applications. This method is referred to as top-down mapping. The top-down mapping helps you immediately see the impact of a problematic object on the rest of the business service operation.

Figure 1. Comparison of horizontal and top-down mapping results


Business service maps show infrastructure objects and semantic connections between them. Service Mapping regenerates business service maps regularly, to keep them updated and relevant. Any faulty objects are shown along with the devices and applications they affect, providing a visual clue of the state of the business service.

Data collected and organized by Service Mapping is visible in Event Management and Dependency Views. With Event Management, you can view events to take actions for recovering your organization business services. Dependency Views shows relationships between devices and applications in the context of business services they belong to.

Service Mapping supports domain separation. If your ServiceNow platform uses domain separation, administrators and users can only see and manage business services belonging to their own domain.