Service Mapping roles and flow

Learn about high-level tasks users having different roles perform in Service Mapping.

In Service Mapping, users with the following roles collaborate to map, review, and monitor organization business services:

Sets up the Service Mapping application. Maps, fixes, and maintains business services. Also performs advanced configuration and customization of the product. Assign this role to application administrators.


Views business service maps to plan change or migration, as well as analyze the continuity and availability of services. Assign this role to application users.


Provides information necessary for successful mapping of a business service. Once a service is mapped, this user reviews the results and either approves it or suggests changes. Assign the sm_app_owner role to users who own business services and are familiar with the infrastructure and applications that make up the services.

A typical Service Mapping workflow has the following stages:
  1. The administrator performs basic obligatory configurations to set up Service Mapping.
  2. The administrator maps organization business services in bulk. In addition, the administrator may map some business services individually.
  3. The administrator fixes business service errors in bulk.
  4. The administrator reviews the results of the initial mapping and fixes errors in individual business services.
  5. The administrator sends fixed business services to the business service owner for review.
  6. The business service owner checks that the business service maps are complete and all major components comprising it are correctly represented. If necessary, the owner leaves comments, referred to as reject messages, on business service maps for the Service Mapping administrator to implement. See Review business service maps.
  7. The administrator fine-tunes business service maps with feedback from the business service owner, and then resends them to the owner for review.
  8. If the revised business service maps are satisfactory, the business service owner approves them. If not, the owner requests further fixes, which the administrator must address. See Review business service maps.
  9. The administrator completes defining the business services by configuring access to them, as well as some advanced attributes like criticality.
  10. After business service definition is complete, the Service Mapping user can view business service maps.
Service Mapping
                        workflowSet up Service MappingMap business services in bulkFix discovery errors in bulkFix discovery errors in individual mapsSend individual business services for reviewReview business services and provide feedbackImplement owner's requests and resend for reviewReview and approve individual business servicesComplete individual business service definitionView and analyze business service maps