Review and approval of application service maps
Summarize
Summary of Review and approval of application service maps
This process enables ServiceNow customers using Service Mapping to collaborate effectively on validating and finalizing application service maps. After the Service Mapping administrator completes mapping and resolves errors, the application service owner reviews the maps to ensure accuracy and completeness of all key components. The review and approval workflow supports both discovered and manually created application services, requiring iterative feedback and corrections until the owner approves the final maps.
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Review and Approval Workflow
- Administrator role: Responsible for mapping, error correction, and maintenance of application service maps.
- Owner role: Validates that the service map is complete and properly represents all major components. Can leave reject messages for required fixes.
- The administrator submits application service maps for review, triggering a service process task assigned to the owner and an email notification.
- The owner reviews the map, approves it if correct, or requests fixes via reject messages.
- If fixes are requested, the administrator implements changes and resubmits the map, repeating the cycle as needed.
- Once approved, the application service status updates to "Approved" and appears in the completed services list on the Home page.
Practical Considerations
- The review process typically involves multiple iterations to refine and perfect the application service map.
- Email notifications keep both administrators and owners informed of tasks and required actions throughout the process.
- This process is only available when Service Mapping is enabled and applies to discovered or manually created application services.
Key Actions for ServiceNow Customers
- Send mapped application services to owners for review to ensure accuracy.
- Owners should carefully verify maps and communicate any needed corrections using reject messages.
- Administrators must promptly address owner feedback and resubmit for approval until the map meets requirements.
- Use the iterative review process to achieve high-quality service maps that accurately represent your IT services.
After the Service Mapping administrator maps IT services and fixes errors in them, the administrator and the owner collaborate to review and approve the service maps. The review and approval process is available only for discovered and manually created application services.
You must have Service Mapping enabled to map or review application services.
Users who perform review and approval have the roles of a Service Mapping administrator and an Service Mapping administrator is responsible for mapping, fixing, and maintaining application services. The application service owner checks that the application service maps are complete and all major components comprising it are correctly represented. If necessary, the owner leaves comments, referred to as reject messages, on application service maps for the Service Mapping administrator to implement.
- After the initial mapping of application services, the administrator fixes errors and sends individual application services for review. The system creates a service process task assigned to the application service owner and sends an email notification about it.
- The application service owner checks that the application service maps are complete and all major components comprising it are correctly represented. If necessary, the owner leaves comments, referred to as reject messages, on application service maps for the Service Mapping administrator to implement. The service process task assigned to the owner closes. The system sends an email notification to the administrator that the owner posted comments.
- The administrator receives the email notification, views owner requests and implements them.
- The administrator resends the application service maps for review. The system again creates a service process task assigned to the application service owner and sends an email notification about it.
- If the revised application service maps are satisfactory, the application service owner approves them. If not, the owner requests further fixes, which the administrator must address.
To see documentation for a review phase, click the relevant box in the diagram.
The process of application service review may take some time as it requires making changes and repeatedly running the mapping process on the application service. Typically, it takes several iterations to arrive at the desired result.
Once the owner approves an application service, the application service status changes to Approved and it appears in the list of completed application services on the Home page.