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Service Mapping Fundamentals

— Design business-based services.

Supporting business through ad-hoc services

Learn how to discover and model application services to determine the business impact of infrastructure problems, simplify root cause analysis of service problems, minimize the service impact of infrastructure changes, and manage service integrity. This course is designed for application specialists, process owners, and administrators responsible for modeling, managing, and maintaining application services

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Course duration: 3 days (9:00-17: 00)


This course is designed for ServiceNow administrators and consultants who need to implement and administer ServiceNow Service Mapping.

Participants will gain in-depth knowledge and practices in configuring and using ServiceNow Service Mapping. A combination of course content and lab activities will help participants gain a clear understanding of the ServiceNow Service Mapping solution and functionality, including differences from the ServiceNow Discovery solution. Understand the concepts and value of ServiceNow service mapping top-down tracking which allows ServiceNow administrators to model an entire service by providing a single point of entry to the service, such as a web URL or the address and the host port. Using this approach, modeling the entire service will include the servers, applications and network devices that support it.

Participants will also gain in-depth knowledge of customizing and creating service mapping templates. This teaches administrators how to model proprietary applications and unknown connections to ServiceNow Service Mapping. Also, learn about working with the Identify and Reconcile Engine to understand how inserts and updates to configuration items are performed in the CMDB. Learn how service mapping works with ServiceNow Event Management to provide visibility into service outages. Common troubleshooting techniques are also covered.



  • Discover and model application services with various complexities
  • Manage application service modeling from initial discovery to operation
  • Determine the business impact of infrastructure issues
  • Simplify root cause analysis of service problems
    Minimize the service impact of changes