"I Didn't Know ServiceNow Did That!" - What's new in Service Mapping

Service-aware / Application context-aware data in the ServiceNow platform drives AI-Powered Service Operations with ITSM/CSM/AIOps outcomes. The service mapping narrative has evolved and ITOM Visibility service mapping technology enables customers to map infrastructure to application services. Top-down mapping allows customers to identify applications with URL entry points. Tag-based mapping simplified mapping journey for cloud and containers. Imagine if Service Mapping technology allows you to create service maps with the no-code option with Machine learning? What If we can generate content on the fly with ML and what if we can train the system to identify important connections and suggest to the customer to add them to the map. ML Powered service mapping feature is a reality with Quebec Release.

ML analyzes the discovered machine data and creates process clusters & leverages traffic fingerprinting to create connection suggestions for service map creation. Machine learning logic powered by the “Predictive Intelligence” Plugin introduces critical enhancements which will accelerate the creation of service maps.

ML assist Application Fingerprints
Discovery detects “System Running Process” records and relates discovered running process records to servers. Machine learning (ML) automatically classifies and categorizes the discovered running processes, as application fingerprints, and provides suggestions for discovery administrators to catalog them. Each Cluster represents a unique application and allows discovery administrators to create application patterns, classification, and CMDB CI Class model for data persistence.

ML Connection Suggestions
Traffic data is often unreliable if you take all TCP/IP traffic and dump it onto a service map. Discovery collects the TCP/IP traffic data set and ML will analyze the traffic fingerprints with created application clusters. ML also creates a confidence tag for each connection which can be used for guided service map creation. ML algorithm acts smart by suppressing connections like TCP/IP traffic to monitoring, antivirus, and backup services. Service Mapping generates connection suggestions presenting this information so service mapping admins can decide, which connections to add to application services. You review the connection suggestions and choose which CIs to add or remove. The confidence level indicates the likelihood of this connection being part of the application services.

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