ServiceNow Service Mapping

Who uses Service Mapping?

Service Mapping allows IT departments of organizations, companies, and cloud companies offering platform as a service to build a service-aware view of infrastructure.

How do you use Service Mapping?

An application service is a collection of connected applications and servers that are put up to provide a service to the organization. Application services can be either internal like an organization's email system or external like an organization's website. For instance, using a web-based application to generate financial reports necessitates the use of a computer, a web server, an application server, databases, middleware, and network infrastructure. All of these hosts and applications have been set up to provide the financial reporting service.

Devices and applications are typically treated as separate, independent objects in an inventory that IT teams develop and maintain. Applications' connections to the devices are excluded. It's commonly known as horizontal discovery. Understanding the connections and dependencies between each object is the main problem faced by IT organizations, and this approach does not address this issue.

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Using a connection between devices and apps, service mapping maps the dependencies. This approach is known as top-down mapping. The top-down mapping makes it simple to see how a problematic object affects the overall performance of the application service.

Application service maps display infrastructure components along with the semantic connections in between them. In order to maintain application service maps up-to-date and helpful, service mapping regularly regenerates them. The devices and applications that are affected by any defective objects are displayed beside them, giving a visual indication of the application service's current state.

How does Service Mapping work? 

Different techniques for developing application services can be used with service mapping. Utilizing patterns is the primary approach of locating and mapping devices and applications in service mapping. A pattern is a series of actions intended to identify attributes of devices, applications, and their outbound connections. You can map application services to these tags if your organization utilizes them for asset management. By following the traffic connections between them, Service Mapping can also find devices and applications. This technique is known as traffic-based mapping. 

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ServiceNow Service Mapping Overview

Most IT organizations don't have complete knowledge of their service delivery process and components associated with it. They use tools that give them only information about individual components but they don’t give you a complete understanding of how these components work together and depend on each other. IT is focusing on digital services that depend on serverless infrastructure and cloud. They always undermine the impact of resource changes to services and applications. It creates a complex environment to detect and resolve service issues and outages or the process to prioritize the infrastructural issues. 

To get rid of this problem and to develop clear service visibility, IT organizations require to build effective maps. Maps allow them to identify all the IT components that are capable enough to support service and also the relationship between various components of IT. 

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ServiceNow offers a Service Mapping facility to the organizations that enable the IT to gain clear visibility into IT infrastructure where all the services are made. It creates impeccable service maps, using tag-based mapping, patterns, data injection from existing tools and traffic-based discovery.  Entire data is stored in ServiceNow Configuration Management Database (CMDB) to provide clear visibility of IT components, a mix of applications,  cloud services and how they are related to each other.     

ServiceNow Mapping helps users in mapping different services in parallel and makes service delivery 10X faster than a manual approach.  The changes happened to IT applications cloud services and infrastructure are updated in real-time by Service Mapping.  

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ServiceNow Service Mapping Features

The following are the Advanced features of ServiceNow mapping that made it so popular.

1. Focussed Service Mapping: 

Service Mapping considers IT infrastructure as a business service.  It creates a clear and accurate map of all applications, databases, servers, network connections, applications, Platform as a Service (PaaS),  Virtual machines, and other IT components that support services.       

The ServiceNow Mapping provides a clear view of the service-level relationships that are connected to service topology and provides crucial information that is not possible by infrastructure discovery tools. The irrelevant infrastructure data and unclear data can be identified and eliminated to deliver accurate topology information. Service Mapping provides a seamless and automated Service Mapping facility to help IT in gaining service visibility quickly.   

2. All-time Accuracy and up to date: 

Service Mapping doesn't just map service but it also searches IT infrastructure, PaaS services, and applications for changes and how they affect the service delivery. Once Service Mapping finds a change, it automatically updates related maps in real-time. This provides the IT teams access to the real-time service topology data.  

Service Mapping also records a detailed history of service topology changes. This task will provide clear information about changes made to a service at a particular point in time. It allows the IT people to quickly correlate with changes, setting issues apart very quickly, reducing mean time and improvising service quality.  

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3. Advanced service mapping:

It uses traffic-based discovery to automatically produce initial maps and then uses machine learning capabilities to make results more accurate. The component-specific feature of Service Mapping would allow you to get a clear understanding of a wide range of infrastructure components, applications, and PaaS services.        

4. Tag-based Service Mapping:

This Tag-based service mapping allows building service maps using tags. Tag-based service mapping provides fastness and more accuracy compared to a manual process. IT operations can easily map 100s of services and instantly gain visibility into containerized and cloud environments. 

5. Built for Virtualization and cloud: 

Service Mapping has got all the capabilities to discover services in highly virtualized and dynamic IT environments. Service mapping direct integration with VMware VCenter, Citrix XenCenter, helps the IT teams in taking fast action as soon as change events. 

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6. Unified Discovery of hybrid infrastructure and Services: 

Service mapping is very strongly integrated with ServiceNow Discovery that helps in unifying a collection of architecture. ServiceNow Discovery provides clear information about logical and physical assets within the Infrastructure. IT teams can conduct a deep analysis of asset information and manage service changes effectively. 

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Conclusion

Service issues and outages can stop the functioning of an entire organization and finding them lately can bring huge loss to an organization. Having a clear Service Mapping of service delivery using traditional tools is a challenging task. ServiceNow Service Mapping is an advanced platform that provides an organization with a clear view of all available services and their dependence on each other. It provides a seamless environment to spot the Service issues very quickly and lowers mean time to recovery (MTTR).

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