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Service Mapping

ServiceNow® Service Mapping creates and maintains service maps that show the associated mix of IT components and dependencies. A patented “top‑down” approach discovers and maps the relationships between components, even in dynamic, virtualized environments. Service Mapping continuously monitors the hybrid IT infrastructure for service‑affecting changes and updates service maps in real‑time.  

 

Service Mapping is a foundational ingredient in a service‑centric solution for eliminating outages that includes analyzing service‑impacting changes, pinpointing outages, and proactively identifying issues.  

Benefits

Improve service availability by helping IT staff pinpoint service issue causes and evaluate the impact of planned changes

Reduce mapping efforts with a service map planner that guides IT through automated service mapping

Stay current and accurate with automatic service map updates as changes occur across IT applications and infrastructure 

Application Highlights

Get a clear picture of business services and the underlying hybrid IT infrastructure

Get a clear picture of business services and the underlying hybrid IT infrastructure

Get a clear picture of business services and the underlying hybrid IT infrastructure

Create focused service maps, starting with the service entry points

Create focused service maps, starting with the service entry points

Create focused service maps, starting with the service entry points

Accelerate service mapping deployment with a service map planner

Accelerate service mapping deployment with a service map planner

Accelerate service mapping deployment with a service map planner

Featured Details

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  • Focused Service Mapping

    Service Mapping finds IT infrastructure in the context of a business service. Starting with the service entry point—such as a URL, queue, or Citrix VDI client—Service Mapping traces the service across on‑premises and cloud service domains.  

    It then creates a map of IT components such as  servers, databases, virtual machines, and platform‑as‑a‑service (PaaS) services. The map also shows the service‑level relationships that connect these components into an end‑to‑end service topology, providing crucial data that is not otherwise available.  

    This patented approach accelerates service mapping by focusing on the service, eliminating confusing and irrelevant infrastructure data, and delivering complete service topology information. Structuring, streamlining, and centralizing service map deployment provides faster access to service visibility. 

  • Always Accurate and Up to Date

    Once Service Mapping maps a business service, it intelligently searches IT infrastructure, applications, and PaaS services for changes that affect the way services are delivered.  

    When Service Mapping detects a change, it updates the related service maps in real time. Maps may also be enriched with mashups of other data sources. As a result, IT staff have immediate access to up‑to‑date service topology data—even in dynamic IT environments. 

    Service Mapping also maintains a history of service topology changes that shows the changes made to a service between any two points in time. IT staff can rapidly correlate changes with service issues—isolating problems more quickly, reducing mean time to recovery (MTTR), and improving service quality.

  • Service and Infrastructure Mapping Intelligence

    Service Mapping has built‑in intelligence that allows it to quickly map business services. These component‑specific patterns provide a deep understanding of a wide range of applications, infrastructure components, and PaaS services. 

    Service Mapping also contains an easy‑to‑use editor, which allows customers to create new patterns for specific IT components for which an existing pattern does not exist.

    Service Mapping can also discover and map the most intricate infrastructure topologies. It understands concepts such as clusters and enterprise buses, and can trace services across these redundant and shared IT components.

    Service Mapping is architected to discover and map business services in highly dynamic, virtualized IT and cloud environments. By integrating directly with virtualization management systems such as VMware vCenter and Citrix XenCenter, Service Mapping can detect and respond to change events as they occur.

  • Unified Discovery of Hybrid Infrastructure and Services

    Service Mapping is tightly integrated with ServiceNow Discovery to form a unified collection architecture on the ServiceNow platform for discovering enterprise hybrid infrastructure and services.  

    ServiceNow Discovery provides a comprehensive inventory of physical and logical assets within the IT infrastructure. These CIs and relationships are populated into the ServiceNow Configuration Management Database (CMDB).  

    Service Mapping then uncovers the hybrid infrastructure underlying business services, and connects these CIs to form individual service maps.  

    IT staff can drill down seamlessly from service maps into detailed asset information, which provides a powerful, integrated environment for resolving service issues and managing service changes.

  • ServiceNow CMDB Integration

    Service Mapping is tightly integrated with the ServiceNow CMDB, populating service maps into the CMDB to create a service‑aware, single system of record. This in turn enables other ServiceNow applications with information that makes them service‑aware.

Resources

Service Mapping Is Part of...

IT Operations Management functional illustration

IT Operations Management

IT Operations Management helps IT operations teams to proactively eliminate service outages and manage hybrid clouds.