ServiceNow – Service Mapping

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Improve Service Availability –  IT staff can easily pinpoint the underlying causes of service issues and can reliably evaluate the business and service impacts of planned infrastructure changes. Service Mapping creates focused service maps, starting with the service entry points and only including relevant infrastructure data that show how business services are delivered across complex, hybrid IT environments.


Reduce Mapping Efforts – IT can save large amounts of time and money through automated service mapping. A service map planner guides customers through service mapping deployment work by structuring, streamlining, and centralizing it.


Keep Maps Updated and Accurate  – With Service Mapping, IT always has the latest service topology information, and can also see how this topology changes over time. Service Mapping automatically updates the service maps as changes occur across IT applications and infrastructure, so the maps are always accurate.

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ServiceNow Service Mapping provides IT with visibility into the IT infrastructure that makes up business services. It creates accurate service maps, based on infrastructure information in the ServiceNow Configuration Management Database (CMDB), that show the mix of applications, IT components, and cloud services that support a service and how they are related. To enable IT to gain service visibility faster than manual approaches, it structures, streamlines, and centralizes service map deployment work.

Furthermore, Service Mapping automatically updates service maps as changes occur across IT applications, infrastructure, and cloud services. With Service Mapping, IT can finally have a service aware view of its infrastructure in order to increase the availability of business services.


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.


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 services in highly dynamic, virtualized IT 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 soon as they occur.


Service Mapping is also 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.

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Additional information


ServiceNow, Quintica(Custimisation and Configuration)


Monthly per user


Desktop, Mobile


Windows, Linux, iOS, Android, Windows Phone








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