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 collaboratively review and approve application service maps. After initial mapping and error correction by the Service Mapping administrator, the service instance owner validates completeness and accuracy of the service maps. This ensures that all major components of the application service are properly represented before final approval.
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The review and approval workflow is designed for discovered and manually created service instances only and requires Service Mapping to be enabled.
Review and Approval Workflow
- Mapping and Error Fixing: The Service Mapping administrator creates or updates service maps and corrects any errors.
- Submission for Review: The administrator sends individual service instances to the owner for review, triggering a service process task and email notification to the owner.
- Owner Review: The owner verifies the service instance maps for accuracy and completeness. If issues are found, reject messages (comments) are left for the administrator.
- Administrator Revisions: The administrator reviews owner feedback, implements the required changes, and resubmits the service maps for further review.
- Final Approval: Once the owner is satisfied, they approve the service instance maps, closing the review task. The application service status then changes to "Approved" and it appears in the completed application services list on the Home page.
This iterative process may take multiple cycles to refine the maps and achieve the desired accuracy.
Roles and Responsibilities
- Service Mapping Administrator: Responsible for mapping, fixing, maintaining application services, and addressing owner requests during review.
- Service Instance Owner: Responsible for reviewing the service maps, validating completeness and correctness, and providing feedback or approval.
Practical Use for ServiceNow Customers
- Enable Service Mapping to use this review and approval workflow for discovered and manually created service instances.
- Use this process to ensure application service maps accurately represent all components, supporting better service management and operational reliability.
- Expect an iterative collaboration through notifications and tasks until the application service map meets quality standards and is approved.
Additional Related Tasks
Customers can also perform related activities such as mapping multiple application services, fixing errors in bulk or individually, and fine-tuning services based on owner feedback, which complements the review and approval process.
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 service instances.
You must have Service Mapping enabled to map or review service instances.
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 service instance owner checks that the service instance maps are complete and all major components comprising it are correctly represented. If necessary, the owner leaves comments, referred to as reject messages, on service instance maps for the Service Mapping administrator to implement.
- After the initial mapping of service instances, the administrator fixes errors and sends individual service instances for review. The system creates a service process task assigned to the service instance owner and sends an email notification about it.
- The service instance owner checks that the service instance maps are complete and all major components comprising it are correctly represented. If necessary, the owner leaves comments, referred to as reject messages, on service instance 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 service instance maps for review. The system again creates a service process task assigned to the service instance owner and sends an email notification about it.
- If the revised service instance maps are satisfactory, the service instance 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.