5. Design
workshop
Input
Current
process, current
architecture,
business goals
Engage security early to work out access and credentials prior to configuration.
Output
Stories
Configure
Agile sprints
Test Go live
Include the
run team in
implementation
Prepare and train
end users
ATF
• Identify service
owners
• Define application
services
• Determine tag- based
approach (if
applicable)
• Document how you
onboard an
application service
• Define entry points
• Optimize relevant business
services
• Identify preexisting
patterns to use
Run
team
Design
Optimize
process and
technology
Mapping approach
• Tag based
• Traffic based + machine learning
• Manual
• Dynamic CI groups
How Service Maps leveraged by Event & Incident Mgmt
Drft
Incident event management
dilbert
flow from event to map
resolution
7. Optimize and Expand
Run
Implement
Success
Foundations
ITOM Visibility-Service Mapping
Success Map
Success Foundations
Critical inputs for successful implementation and maintenance
Vision and value
Foundational ServiceNow apps*
Implementation roles
Governance
OCM and enablement
Skills and expertise
Project planning
Outcome: Gain visibility into the IT infrastructure that makes up your
business services.
Sample KPIs
• Incident resolution rate
• Incident impact rate
• Average time to
resolve incidents
General
• Executive sponsor
• Platform owners
(business& technical)
• Project manager
• Business process
analyst
• Security
• Owners and users of service maps are informed and
provided an enablement plan.
• CMDB, Discovery, ITOM Visibility-Service Mapping
• Sources: Now Expert Services, Now-certified ITOM Partner,
Now-certified internal employees (combination of internal
and other sources recommended)
Trained in ITOM
products
• CMDB owner
• ITOM Visibility-
Service Mapping
admin
• Discovery admin
• Prepare for an agile approach
• Use the Service Mapping readiness checklist
• Plan for the target value from ITOM Visibility-Service Mapping
• CMDB owner: Owns CMDB access,
use, and maintenance
• Service owners: Provide
requirements for mapped service
Special roles added to governance team
* Implementing Event Management before ITOM Visibility-Service Mapping is recommended but not required.
• Technical resources
(sys admin, developer,
tester, architect)
• Technical owners: Technical
maintenance and
enhancements
• Change success
rate
Implement prior to or with ITOM
Visibility-Service Mapping
CMDB
Discovery
Event Management*
8. Implement
Implementation activities and best practices
Success
Foundations
Optimize and Expand
Run
ITOM Visibility-Service Mapping
Success Map
Use Now Create to execute implementation.
Design
workshop
Input
Current
process, current
architecture,
business goals
Engage security early to work out access and credentials prior to configuration.
Output
Stories
Configure
Agile sprints
Test Go live
Include the
run team in
implementation
Prepare and train
end users
ATF
• Identify service owners
• Define application
services
• Determine tag- based
approach (if
applicable)
• Document how you
onboard an
application service
• Define entry points
• Optimize relevant business
services
• Identify preexisting patterns
to use
Implement
Run team
Design
Optimize
process and
technology
Mapping approach
• Tag based
• Traffic based + machine learning
• Manual
• Dynamic CI groups
9. ITOM Visibility-Service Mapping
Success Map
Run
Plan and execute Now Platform® maintenance
Run roles
• CMDB owner
• Service owner(s)
• Discovery admin
• ITOM Visibility-
Service Mapping
admin
Demand
management
• Have a process for
the intake and
prioritization of
services to map
next.
Enhancements
• Check new
patterns
released via the
Now Store
quarterly.
Upgrades
• Prioritize OOTB
options for
existing and
new maps
to ease
upgrades.
Assess value
• Are you using ITOM Visibility-
Service Mapping to predict
risk for changes?
• Are maps consistently
viewed to assess incidents?
• Are you measuring your
KPIs?
Platform and
service health
• Daily: Review error logs
• Weekly: Review ITOM
Visibility-Service Mapping and
Discovery dashboards
• Monthly: Review map
effectiveness and potential
future impacts through CAB
Consider which ITOM applications to implement next. Consider which Now Platform product suites to implement next.
Optimize and Expand
Maximize value from your ITOM licenses—increase value from the Now Platform®
ITOM Pro—Service Health:
Event Management*
ITOM Pro—Health: AIOps
ITOM Enterprise—
Optimization: Cloud
Management
ITOM Visibility-Service
Mapping CSM
Visibility into business services
improves customer service agent and
customer experience.
ITOM Visibility-Service
Mapping ITBM
Visibility into business services
enhances project management and
business operations.
ITOM Visibility-Service
Mapping ITSM/ Platform Pro
Visibility into business services
enhances Virtual Agent capabilities.
ITOM Visibility-Service
Mapping DevOps
Visibility into business services
improves developer experience
and productivity.
Success
Foundations
Optimize and Expand
Run
Implement
IT infrastructure
visibility
ITOM Visibility-
Service Mapping
Editor's Notes
undergoing rapid digital transformation
Digital services are now a cornerstone of growth and competitive differentiation, powering customer interactions, increasing efficiency, and unlocking business insights
To effectively manage these mission-critical services, IT needs to know how they work— which infrastructure components and applications deliver a service and how they interact. Without this service visibility, there’s no easy way to resolve service outages, optimize service architectures, or assess the service impact of infrastructure changes.
ServiceNow® Service Mapping automates the service mapping process, creating a complete, up-to-date, and accurate record of your digital services in the ServiceNow® Configuration Management Database (CMDB).
building on discovered infrastructure data to identify all the Configuration Items (CIs) that support a service, along with their service specific relationships. This includes mapping rapidly changing cloudbased services, providing service visibility
think about a city bus map. The underlying road map shows all the city’s roads and how they intersect. The bus map then builds on this road map, showing you the specific roads and intersections that make up each bus route. In the same way,
For instance, you can instantly see which services are impacted by a CI issue or proposed change, in the same way that a city bus map lets you see which bus routes are affected by an accident or construction. Similarly, you can drill down from a service map to a supporting CI to see detailed configuration information.
ServiceNow® Service Mapping automates the service mapping process, creating a complete, up-to-date, and accurate record of your digital services in the ServiceNow® Configuration Management Database (CMDB).
building on discovered infrastructure data to identify all the Configuration Items (CIs) that support a service, along with their service specific relationships. This includes mapping rapidly changing cloudbased services, providing service visibility
think about a city bus map. The underlying road map shows all the city’s roads and how they intersect. The bus map then builds on this road map, showing you the specific roads and intersections that make up each bus route. In the same way,
For instance, you can instantly see which services are impacted by a CI issue or proposed change, in the same way that a city bus map lets you see which bus routes are affected by an accident or construction. Similarly, you can drill down from a service map to a supporting CI to see detailed configuration information.
