Application service maps in legacy Agent Workspace

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Application service maps in legacy Agent Workspace

    Application service maps provide a visual representation of configuration items (CIs) that make up application services, including the relationships and connections between these CIs. A new map is generated whenever you create or map a service instance using Service Mapping. The map updates automatically when CIs are added or discovered for the service instance.

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    Key Features

    • Map Visualization: The service map centers the entire map in the visible area with controls for zooming and positioning. You can also drag segments of the map to focus on specific areas.
    • Service Properties Pane: Displays key information about the service instance when no elements are selected. When a CI or connection is selected, it highlights in green and shows detailed attributes for servers, applications, and connectors.
    • Related Items Pane: Accessible via the Related Items icon, this pane shows alerts, changes, planned changes, or cases related to the application service or its CIs. Selecting an item highlights the associated CI in yellow on the map.
    • Status and Severity Display: The map reflects severity and status of CIs within the service instance, aiding in quick impact assessment.

    Practical Use for ServiceNow Customers

    This functionality enables you to quickly visualize and understand the composition and health of application services, including dependencies and the current impact of alerts or changes. It supports effective incident and change management by linking service components to related operational data. The interactive map and detailed panes allow you to identify problem areas, monitor service status, and take informed actions to maintain service reliability.

    Maps offer you a visualization of data on configuration items (CIs) comprising application services, and relations and connections between these CIs.

    A new map is created every time you manually create an service instance or map an service instance using Service Mapping. The system updates the map every time you add CIs to the service instance or when Service Mapping runs discovery for CIs belonging to this service instance.

    Map window

    Aside from the map itself, the Service Map may also display the basic service information like the severity, status, and application owner of the service. You can also view additional service information on the Service properties pane. Click the Related items icon to display all alerts or changes associated with CIs comprising this application service or the application service itself.

    The service instance map in the Event Management view reflects the severity status of CIs belonging to the service instance.

    Figure 1. Service Mapping

    Service Mapping Map window
    By default, the entire map is shown in the center of the visible map area of the window. Position the map and zoom in and out using these controls.
    Figure 2. Control zoom and positioning of your map

    Control zoom and positioning of your map.
    You can also click anywhere in the map area and drag the required segment of the map into the visible area.

    CI attributes and CI-related messages

    When a map is loaded and no elements are selected, the Service properties pane shows the details of this service instance.

    A selected device, application, or connector appears in green and is highlighted. Information about the selected map element is displayed in the Properties pane on the right of the map.
    Figure 3. The Properties pane shows attributes for connections and CIs

    The Properties pane shows attributes for connections and CIs.
    The attributes for the server hosting applications and applications themselves are shown separately inside the Properties pane.
    Figure 4. The Properties pane shows attributes for hosts and applications separately

    The Properties pane shows attributes for hosts and applications separately.

    Related Items

    Click the Related Items icon to display alerts or changes associated with this application service or its CIs.

    If there is any information related to the selected CI or connection, it is highlighted in the Related Items pane on the right of the window.
    Figure 5. Select a CI to display information related to it

    Select a CI to display information related to it.
    When you select information in the Related Items pane on the right of the map window, the related CI displays in yellow.
    Figure 6. Selecting message marks the related CI yellow

    Selecting message marks the related CI yellow.

    You can display other related items, such as planned changes or cases, associated with the application service. For more information, see Modify view for an application service map in legacy Agent Workspace.