Review business service maps

As the business service owner for the business service map, you receive an email notification that the business service map is assigned to you for review. Review mapping results for correctness and either provide your feedback or approve the business service map.

Before you begin

Role required: sm_app_owner

About this task

Ideally, only the business service owner reviews the planned business service, however, users with the sm_app_owner or sm_admin role can also perform this task.

Reviewing business service maps is part of the review and approval process. The process of business service review may take some time as it requires making changes and repeatedly running the mapping process on the business service. Typically, it takes several iterations to arrive at the desired result. Once you are satisfied with the discovery result, you approve the business service.

After you request fixes or approve the business service, the service process task assigned to you closes.

Approval flow for individual business servicesSend the business service for reviewReview and implement owner's requestsResend the business services for review


  1. Click the link to the business service map in the email notification.
    The map of the business service opens in the ServiceNow instance.
  2. Alternatively, open to the business service to review from the list of tasks assigned to you.
    1. Navigate to Service Mapping > Administration > My Tasks.
    2. (Optional) Sort the list of service process tasks as required.
    3. Click the required task.
    4. Click the Business service form link.
    5. Click View map.
  3. On the business service map, check that all essential CIs comprising the business service are discovered and mapped correctly.
    Verify that there are no missing CI connections. Pay attention to CIs with no connectors from it to other CIs. For example, in the following figure, the Web Server on win2K12 CI is missing connections.
    Example of CIs missing connectors

    If connections and CIs to which they lead 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.

    Verify that there are no CIs that do not belong in the business service. Check all CIs comprising the business service map to identify CIs not belonging to this business service. Typically, it is applications supporting internal services. For example, Microsoft Internet Information Services (IIS) connecting to Active Directory, may be not part of the business service.
    Check that the connections between CIs are correct. View CI connection properties in a service map.
    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.
    Expanding an application cluster
    Application clusters can have a cluster within a cluster, but never more than two levels:
    Expanding an application cluster with two levels
    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.
    Example of an OS 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.

    Expanding an inclusion
  4. To notify the service mapping admin of a necessary change or fix, perform the following steps:
    1. Right-click the CI or connection to which you want to add your comment, and select Submit Reject Message. Or
      To add a general comment for the business service, click Actions on the Add Reject Message tab under the map.
    2. In the Add Reject Message window, enter your comment, and click Add.
      The new comment appears on the Discovery Messages tab under the map. If you added the comment to a specific CI or connection, the map shows a warning icon () next to them. The business service status changes to Rejected.
    3. If necessary, add more comments.
  5. If you are satisfied with the results, approve this business service by clicking Actions, and then Approve service.
    The business service status changes to Approved and it appears in the list of completed business services on the Home page. The operational status changes to Operational. From this point, other applications can use data collected and organized by Service Mapping.