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Check a business service map

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Check a business service map

After you create a business service and run the mapping process for the first time, check the generated map to make sure that it reflects the business service correctly.

Before you begin

Role required: admin or sm_admin

About this task

Service Mapping discovery patterns help ensure that only relevant CIs are discovered for each business service. Typically, little fine-tuning is necessary for business service maps but you should always review each map to verify that it is complete and accurate. Try to review the map with an IT administrator who is familiar with the infrastructure used for the business service.

If necessary, edit the map manually:
  • Make sure that the map includes all the configuration items (CIs) and connections that you want to monitor. If these CIs and connections are missing, the map does not reflect the real state of the business service and its operation. Inaccurate data can also be transferred to Event Management, causing imprecise monitoring.

    You can add missing connections. However, Service Mapping cannot discover and provide dynamic information about changes and updates to manually added connections.

  • Remove CIs that do not belong to the business service. If unnecessary CIs are included in the map, they can generate irrelevant alerts in Event Management. For example, when creating a business service for a web portal, Service Mapping may automatically discover a connection to external services, such as PayPal, that do not belong to the service.

    Add mapping boundaries to remove the unnecessary CIs. Service Mapping can discover only the CIs within these boundaries.

You can also learn about business service maps from the following video tutorial:


  1. Navigate to Service Mapping > Services > Business Services.
  2. Click View map next to the business service that you want to view.
  3. Ensure that the map opens in Edit mode.

    When you click Edit, the Discovery Messages section appears below the map.
  4. Check that all essential CIs are discovered and mapped correctly, and correct any issues as necessary.
    Review discovery messages and errors Click the CI with a warning icon ().

    A list of messages appears under the Discovery Messages tab.

    For information on how to resolve discovery errors, see Troubleshoot maps in Service Mapping.
    Add a missing CI connection If a CI is missing connections, there are no connectors from it to another CI. For example, in the following figure, the Web Server on win2K12 CI is missing connections.

    To add a connection:
    1. Right-click the CI, and select Add manual connection.
    2. Enter connection properties as described in Entry point attributes.
    3. Click Submit.
    Remove a CI that does not belong in the business service Right-click the connector leading to the CI, and select Mark boundary.

    The CI is marked as boundary on the map (The boundary icon).

    Include a CI that was mistakenly removed from the business service Right-click the connector leading to the CI, and select Unmark boundary.
    Check that the connections between CIs are correct
    1. Click a CI to see all its connections.
    2. Click the connection you want to check.

      The selected collection appears highlighted.

    3. Review the connection details in the Properties pane.

      Selected connection with the Properties pane displaying its details.
    Check that clusters are reflected correctly Click the plus (+) icon next to a CI.
    There are two types of clusters:
    Application cluster
    In an application cluster, two or more applications or devices are configured to work together and serve the same purpose. Typically, the clusters provide high availability or load balancing. For example, web servers working behind a load balancer.
    This type of cluster appears as a stack of CIs with a label showing the number of CIs in this cluster with the multiplication sign.

    Application clusters can have a cluster within a cluster, but never more than two levels as shown below:

    OS cluster
    In an OS cluster, a server hosts two identical operating systems. Typically, the cluster provides failover.
    This type of cluster appears as a CI with a plus sign and the number of CIs in this cluster.

    Check that inclusions are reflected correctly Click the plus (+) icon next to a CI.

    In an inclusion, a server hosts applications that are treated as independent objects. For example, IIS Virtual Directory can run on a Windows Service as its host.

  5. Check a list of CI traffic-based connections to identify CIs that Service Mapping failed to discover or did not identify correctly.
    Note: You can see traffic-based connections for a CI, even if you disabled the traffic-based discovery for a business service the CI is part of.
    1. Right-click the CI whose traffic-based connections you want to check.
    2. Select Show traffic based connections.
      The Traffic Based Connections List opens displaying the following information:
      Field Description
      IP The IP address of the application connected to the selected CI.
      Port The port on the selected CI that is used to communicate to the other application.
      Process The ID of the process in the source CI.
      Already on map
      • Yes - if this connection shows on the map.
      • No - if this connection is not part of the business service and not on the map.
      Note: There may be a case when you can see traffic-based connections on the map, but the Traffic Based Connections list does not display them. It happens if the connections have been removed from the cmdb_tcp table less than three days.
    3. Click Close when finished viewing this list.
    4. If necessary, modify the relevant CI pattern to enable Service Mapping find the to discover CI connections based on configuration.