all right let's go ahead and get started we're a minute after and i have a lot of content to cover today so let's just jump right into it um a few housekeeping items everybody's lines are muted today um just to kind of prevent some of that background noise and if you have any questions throughout the entire presentation today whether it's the demo portion or the slide portion please feel free to drop them in our q a um we'll hopefully have time to get to them today but if not i will make sure that we answer all of them and get those sent out um as long or as well as with the sideshow and the recordings and then any kind of resources that we're going to be sharing today so again my name is emily walker thank you so much for joining me today i am one of our solutions consultants here at servicenow specializing in our it operations management or itom platform i previously come from more of that traditional i.t background working in a corporate environment and so i have a lot of experience understanding really how discovery how critical discovery and service mapping can be for your teams so i'm excited to share that with you today and for now i'm going to go ahead and flip off my video because i really want you to focus on all of this great content so let's get started this first slide here is our safe harbor notice so today's session may contain some forward-looking statements but most likely not since we're going to be covering everything that's currently released so today we'll look at three main areas the value um these are like the three and then also the three different approaches to service mapping and then some best practices and some resources to help you in your implementation here's our agenda that we're going to be covering first we'll start covering uh we'll start with the overview of service mapping and service mapping approaches next step we'll look at the training path and then we'll really dive into how those three approaches are configured in my demo instance and then finally we'll finish up with some takeaways and additional resources i have a poll and i'm going to launch this and so it's really kind of to understand where are you at in your service mapping journey and so maybe um maybe you haven't even started maybe you're here to learn more about service mapping maybe you're still deciding if servicenow service mapping is the right fit maybe you already have service mapping but there's you're having a little bit of a hard time getting started or maybe you're a full steam ahead and you're just here to see if there are any new things or um just gain some more knowledge so if you choose one that would be great kind of get an idea of where everybody's at so the next one i have one more poll and then we won't see any more polls until the end of the call but this next one is really what's the value so what do you think the value and the benefit are with service mapping and i'll launch this so what are the some of the benefits here preventing outages improving the change in incident process um insight into affected application services and then there's some other ones some of these better together stories when we pair them with health being able to see the health of those services when we pair it with set gobs being able to see the vulnerability is there and then also i added the last one that i thought was kind of funny avoiding that deer in the headlights look of how did this happen to this particular service and then even worse needing to update your resume on linkedin so yeah all of them exactly service mapping is really there to help prevent outages improve that change and incident process helps to give insight to those affected business services and then it also pairs well with a few of our other products giving it that better together story for itom health and secops further insights and actions and so looking at this next slide from right to left looking at all of these items in our infrastructure whether that's our on-prem or cloud our container infrastructure or even things like logs and metrics all of these critical data sources and we're pulling all of these into our service aware cmdb and hopefully we're pulling all of this in in an automated way through discovery or through our service graph connectors for those configuration items and event management for events and alerts here and i have i think it can click a couple times there we go and so here under service oriented you see our csdf csdm and our csd see that's a kind of a mouthful our csdm data model is our common services data model and it's the cmdb framework that really supports multiple configuration strategies and so the data model includes guidelines for the base system tables and relationships and many of these servicenow products depend on data within the cmdb and so having this data model of the structure can really be of value and so once we have our cmdb populated our service aware cmdb populated we're able to take advantage of all of these siloed components and that data that's so critical for the different teams to use and make it really service focused within that service aware cmdb so ultimately from the itsm perspective this is giving those incident management teams change management teams visibility once we have our maps published and operational they're going to see menus like the one that we see here in this graphic showing them exactly what changes are open or what incidents are open so it's really helping to give those teams that single pane of glass when it comes to itsm at the service level another use case we hear a lot for our customers is being able to see that impact analysis so being able to see what other applications are impacted when there's an incident on a particular configuration item within that application service is so valuable you're able to get your teams are able to end up being more proactive less reactive they're able to manage operations more effectively when you can see all of those related business services based on dependencies and so let's jump into the three types of approaches to service mapping and i know that i said three i definitely can't get out but how we do this is we kind of group um one and two together under what we refer to as top down mapping so we're really talking here about using that pattern based and traffic based mapping together in conjunction and we like to call them our top down duo and then next we have our tag based mapping which is really used for our cloud and container resources and then last we have our machine learning based approach and the innovations that we've really made here over the last few releases have been really great and so we'll look at each of these in more detail and how they work in our demo instance and so diving a bit deeper into each one of these approaches one thing to point out before we kind of get into that is that these various approaches can be used in combination for what works best for your specific application services within your company so maybe you have a mix of on-prem and cloud and container you can absolutely use multiple approaches you can use top-down and you can use tag based it's really up to you for what works best so first let's take a look at top down discovery and top-down discovery is more of this traditional method of collecting data about devices and applications that are used in application services so top-down mapping mapping is also traditionally used for those on-prem again and legacy applications and really has the benefit of giving us the most accurate and detailed service maps and then with tag-based mapping again this is more for your cloud and container applications that you have that you may have running um and a tag is really just that label that consists of a key pair value and your organization may use cat tags to categorize and to enhance query and reporting capabilities and so once tags are discovered service mapping can create application services based on these tags and again typically organization organizations that are using tagging are these virtualized hyper-converged uh multi-cloud infrastructures and then last year we have machine learning and this is where service mapping uses data processed by predictive intelligence to generate suggestions for traffic based connections and with this approach this is really where we're seeing that fast that the most fast or the fastest time to value because machine learning evaluates connections based uh between application fingerprints ci's and processes and then ranks their relevancy and then service mapping uses this information to create those connections uh based on those connection rules and it also generates connect connection suggestions for you to decide which connections to either add or remove from application services and again we'll see all of this in my demo i'm going to take a super quick pause because i saw a question come in we've been trying to find a detailed documentation on top-down application patterns for apps like epic peoplesoft and many more where can we find detailed documentation on these patterns yeah the best place to look is on our product doc documentation site and i can put that in the chat here or put it in our resources i think it might actually be in here um i'm not sure if these are too out of the box i think out of the box we have about 900 different patterns but we'll also talk about ways if um using machine learning how if there isn't a specific pattern defined how we can use machine learning to still create that service map without that pattern so we'll talk more about that um shortly all right i think i saw one more come in no documentation okay yeah let me take that as a takeaway and i will get back to you on that one suffern okay let's keep going so we're gonna walk through when each of these uh would most likely be you so the first one that we're gonna be talking about is pattern-based mapping so here we have our partner one in our top down duo and this is really our bread and butter here so patterns are essentially these series of steps that run during discovery whose purpose is to go out and find all the attributes of a configuration item and its outbound connections so as discovery is going out to map an application the pattern is telling it here are the attributes and the connection points i want you to look for and from there build me a map so as discovery is running we're able to see in the logs specifically what patterns are being launched automatically and how discovery is getting its instructions for how to map these cis and identify the relationships between them automatically a typical service mapping pattern consists of separate algorithms for identifying cis and then finding those ci connections so you can think of this as casting a wide net to pull in all of those ci's and it's that are relevant to those applications and the difference between this approach and the others is really the upfront time it takes to set up because it's dependent on horizontal discovery so this refi requires um configuring credentials users and user permissions to let service mapping access applications inside your company's private network and so this process we see this is kind of where it takes the most time and effort and sometimes this can be seen as a disadvantage but it's really important to look at the major benefit here and that's with pattern-based mapping you know we're able to get this really precise and complete application service map and when you have that that's data that you can actually fully trust and that becomes invaluable so the next one we have is traffic based mapping which is our other partner in this top down duo and traffic based mapping discovers and maps configuration items following their traffic based connection and this method complements that pattern-based approach that's why we call them our top-down duo and so traffic based connections look for how those ci's are talking to one another what traffic is flowing between them the tcp connections what it's connecting to and what it's listening on and then it's creating these maps using that data so with traffic we're getting more specific about what connections we have to see eyes with pattern-based mapping that's more of that wider you know that wider net that we're casting where we're pulling in as much information as we can but with traffic we're getting more granular we're using that finer net to see what traffic connections dictate those relationships and the other great way that traffic helps to complement pattern-based mapping is when discovery patterns fail to find cis so this kind of goes back to that other you know if there isn't a pre-built pattern um when we're doing top-down discovery we can also look at the traffic to help us build out that map so while using traffic based discovery creates more of this inclusive map it also you know the kind of negative side to this is that it also may um map redundant ci's that don't really influence this application service so it ends up sometimes you know can potentially clutter an application service with irrelevant so because of this the best practice that we recommend is once you use traffic based discovery in that initial stage that's really the best place to use it when you're discovering an application service and then disabling it once we've completed discovery and we're just fine tuning that application service but again the great advantage here for top-down mapping discovery is that it works hand-in-hand to provide you with the most precise and complete service maps so tag based so basically um as a horizontal discovery is running and pulling in tag data from those cloud resources again we're just using normal horizontal discovery here but it's going and discovering those cloud cis and it's pulling any tag data in at the same time so we'll see that in my demo that i've assigned tags i have an aws instance and i've assigned tags um within that instance and tag values to my different vms and so it's going to be pulling in those tag attributes just like it would um any different attribute for that cloud resource so it's automatically going to pull that cloud or container data when discovery is running and then once you have this tag data pulled into our cmdb servicenow is going to use that tag data to map these services and so this is where um you can use this to map multiple applications that are pulled in and we'll see that shortly here in my demo instance one thing to note with tag based mapping is that your teams really really do need to have tag governance and tagging policies already defined because if your tags are kind of assigned in this miscellaneous random way then it's going to be really hard to map these resources correctly and um yeah that's pretty much it that's kind of the one gotcha is that you really need to have a good uh tagging policy and tag governance so that when these maps um so then when it maps with this data we're making sure that it's pulling in the correct data all right and then the last one that we're going to talk about i see some questions coming in so i'll get to those as soon as i finish up this one and so the last approach that we're talking about here is machine learning mapping and so basically how this works discovery is pulling in so much data so whether that's traffic data in the cmdb or that process data that may connect different cis so machine learning algorithms are running all over that data in the cmdb and it's generating connection suggestions for existing maps and with this you can either add or remove them from that map either automatically or based upon your review so we're using machine learning to tell you additional things that can be used uh to be added to your map or you can even create new maps that you haven't yet started building alright let me take a quick pause before we get into our training path and i'll look at the q a okay um here we go is ssh mandatory to map load balancers um it says mandatory too that i am not sure i know ssh is mandatory when you're discovering any of your linux environment um i can take that as a takeaway and get back to you on that so any of these questions that we that i'm not able to answer today i'll get the answers and then i'll put them in kind of a form of pdf format so everybody can see those the next question which approach is best to discover changes in the application as time evolves yeah so rick we'll talk about um service mapping the application services discovery schedule and so and that's really one of the steps that we highlight when configuring this is making sure that we're going back and we're doing our due diligence to check if anything's changed in that service map over time so i'm seeing a higher oh lots of questions okay um so i'm seeing a hierarchy setup hierarchical setup how is this done with tag mapping with tag mapping it's really however you want to define your tagging governance i can show you um when we get into the instance i'll show you there are quite a few more questions coming in so i'm gonna pause on these again there's a lot of content to get through so if i don't get to your questions today i'll make sure that we get to them um in the follow-up so let's keep going for now and we're gonna look at um the training that we suggest here and so we do have some great training available if you and your teams a lot of you are here just getting started with service mapping and i highly recommend taking some form of training that servicenow offers i've personally taken the self-led on-demand course in the instructor-led course and both of these come with hands-on labs and they're incredibly helpful so if you have the time and you really want to deep dive service mapping i would highly recommend one of these courses so again i'll make sure to send out the slide after today's call so you have all of these links and then one other thing that we were including with this with all the resources were some additional demo but uh additional demo videos that further break down the various approaches so today we're going to kind of cover them at a high level and then in these videos you'll see them broken out um by top down tag and machine learning a little bit further you know if you're a little further along in your service map service mapping journey so now is the fun part where we get into the configuration for each of these uh three approaches and then how it looks in my actual instance so the first one we're going to talk through is top down so again pattern and traffic so the really the first step that we want to make sure here is that we want to make sure we have an active and valid mid server running and that we have our credentials set up so that we can actually run horizontal discovery and this is so important because service mapping uses those configuration items and data within your cmdb to build out these maps so once we have our cmdb populated we're going to define an entry point so for an example maybe your service is an electronic mailing application service we need to define either an ip address or a host name of that email server as that entry point and we have a lot of options for entry points that i'll show you when we get into the instance so if you have these services and entry points already tracked somewhere maybe on a spreadsheet you can also bulk upload these as well and this kind of segues us into our third step which is running top down discovery so basically once an entry point is defined uh top down discovery automatically starts and it will look for that host ci in the cmdb maybe it was already there from a previous horizontal discovery which would be great but um if not it will automatically launch horizontal discovery to search for that specific ci across your network and so once it identifies that host it's then going to keep looking for any outbound connections from a pattern and traffic perspective and it's going to keep looking for those outbound connections until it can't reach anything else and then it's going to present you with its initial findings of that service map and so after that process takes place we need to review and approve our maps which brings us to step four review and approve so here's where we're going to work with your service owner to make that map operational and then the last step is regularly running discovery to keep our maps current and so that's kind of a quick high level let me stop sharing for just a minute and we'll switch over to my demo instance okay and so what we're going to do here is we're going to create a new application service so i am first in my service mapping application services and here is a long list of all the services you can see i have 53 services mapped so we're going to start here and we're going to click on new and the service that i'm going to map is called movieplex and we need to give it an owner so we're gonna make abel our owner here and this is actually our movieplex is actually an oracle weblogic server and i have two entry points for this particular um this particular service so we can see right here we'll put the entry points in as soon as we check you know what's the what type of entry point is it and we have some out of the box ones right here but if we click on other the one that i have today is an https endpoint and so we're going to let me grab that link so we're going to enter it here and we can see that it came up over here we're going to do that one more time because again i have two entry points and same thing another https endpoint okay and we're gonna save this and as soon as we save this map what's gonna happen is top-down discovery is already kicking off so we'll be able to see this map in just a minute but there are a couple other things that we want to set in here and that is a business criticality so to me this one is less critical but i still need to know about it and we're going to keep this operational status as non-operational for right now the other thing to point out right here is keeping this traffic based discovery checked and because this is a new application service i want it to go out and discover as much as it can initially so i'm gonna wait on turning this off until this map is completely finalized with my business owner or with my service owner able and we're happy with this one we can also set any group members here so for now i'm just going to click update and then view map and so what we have here is as soon as this loads is we're going to see a topology of those two entry points there we go and all the configuration items um that this service you know comprises of so it's gone out and it's found any of those outgoing connections from this entry point and it treats those connections as if they themselves were new entry points and it keeps running that same process that it did for that initial entry point for all of the other applications and it just keeps looking for those out outgoing connections and kind of crawling through to create this map and as we hover over these we can get more details here and so when we get this map the thing to point out is that we didn't really need to create any new ci's we didn't have to create any new patterns this um all of this was in our cmdb but if we did again those would be options too and we'll see how those can be done shortly so the other part here to note is that we can always change our view to display in host view and i think this can sometimes be helpful the host view can help us determine that service mapping discovered and mapped all of our hosts correctly as well as help locate those connections to the host so this view kind of helps to simplify the map especially when you know many applications are running on a few hosts but for now we're just going to turn it off and the second thing to point out here is that under our send for review this is where if i clicked this button this would actually send abel our service owner some information about this particular application service that we've mapped you can write notes and collaborate back and forth and so the other part that i want to do here is i actually want to make sure that all right i looked at this service map it looks great to me so i'm going to go back in and i'm going to approve this map and it's showing that it was successful and if we go back into our application services and look for our movieplex application the thing to point out here is that the operational status was changed from non-operational to operational all right so that last part i saw i think there were questions about how do we keep these maps updated now that we have this this is so great but i don't want to let it you know get um i don't want to let it expire or not really expire but um changes happen where i'm not actually discovering those so we're going to go and we want to keep all of these application services and service maps up to date as cis are added and removed and a great way to do this is by going into service mapping and discovery schedules and it's very important i'm going to go back you can go into discovery schedules both under service mapping and under discovery so you want to make sure that you're in the service mapping section and so out of the box by default these are two pre-configured schedules that'll run top-down discovery and so today we're going to look at all applications there we go and all of us all this all application schedule is basically going to run top down discovery um if i have it active um every day or however you want to set this up but we could turn it on uh to set every day or as ever however you see fit and that's really the best way to keep these maps up to date so let's go back to the slides and we'll go into our next configuration for our top uh for tag based there we go okay so similar to top-down service mapping we still need to make sure that we have our mid server active and validated for our um and our cloud discovery schedule is set up and running and so this is going to be especially important for this because again like i mentioned we're using our cloud and container discovery to pull in those attributes which include all of that tag data this is going to be the foundation for how we really set up these maps and so once we have all of this data in our cmdb we're going to define tag families and you can think of these as tag categories think of these tag categories as like a glossary of how those tags are defined so maybe um your dev team uses the tag env but that's for it you know and that tag is for environment and maybe another team also has environment maybe it's your it team that's using environment but they're using a different tag and so here in these tag categories we're going to cross translate all of those terms and make sure that we're capturing all of those um for that same you know tag family and then based on that data defining how we want to map um we're going to look at that and it's going to automatically generate candidates for us to map so we'll walk through all of that now give me just one second and then the same things uh you know running discovery to keep those uh schedules and maps and keep those maps current give me one second okay and so where we're going to start with cloud discovery is we want to look at that tag data being pulled in so how i'm going to do that i already have my mid server set up i already have my cloud discovery running so i'm going to go into my cloud resource dashboard and the instance that i'm talking about um i'm in my aws cloud environment and we're gonna look at one of my particular vm machines that i have running and this one we're gonna search for it and we can see i have an emily walker ec2 windows vm and when i click into here this is the same view is the view that we get in our normal cmdb so once i'm in here i'm going to scroll all the way down and under all tag values this is where the um this so in my aws environment i found this vm i assign the tags and then it also pulled in the tag values and it's able to pull this data again and through a discovery pattern specifically set for aws um tagging and we'll see that in just a minute but what it's bringing in is it's bringing in the value for a name and for owner and so this is really important as you're building out your tags with service mapping so let's look really briefly at patterns and so what we have here are a full list of all of that out of the box patterns that we have and it's quite large so the one that we're going to be looking at today is our amazon aws inventory tags and we can see here we can open this and look further um in detail at it further here and these should be added to your pattern library out of the box but again if you're not seeing a specific pattern that you need you can always search our servicenow store for additional patterns but we can see that this particular pattern it's telling discovery how to go out and to look for those particular tag keys and values when we're scanning in our aws environment and how to naturally pull those in as part of the horizontal discovery process in the cloud so let's go back now and look at all of the service maps that we have that are structured under the defined uh the tag approach so assuming that we have our tag data pulled in from discovery we're gonna head over here which is under service mapping and this is our tag-based services so we're still in our service mapping module but simply looking at our tag-based view here and this is a list of all the particular services that i have mapped using tags so let's go into this recommendation prod and the name is a little funny on here the way that these the way that this could initially look so i'll talk about how these this naming structure is defined in just a minute and actually let's go to view map and this looks this map looks really similar to the one that we just saw with top down discovery so we have an entry point and we can see our different configuration items that we have but this is all based on tag data and so i want to show you that it um how we actually create this using that tag data so we're going to go back and we're going to delete this and we're going to start this one end to end and you can see this brought me right back to my map application services so we need to go back into our tag services and from here we're just going to delete and yep that is okay takes a couple of seconds here okay so now that this is deleted the first thing that i want to do is head over to service mapping to our ci tag categories and click into application service so with ci tag categories once we define the specific tag keys that we're going to be looking for and bringing in with discovery we want to cross communicate all the tag keys that various teams could be using maybe they're using different terms to tag that same application service like we kind of talked about with the example of environment so we defined all the variations in this tag category right here um and so we're once we have all the variations for this particular tag category name then we're going to move over to tag families and same thing we're still under um there we go it's under service mapping tag based service families and so here um we're going to first go into that same one that application services so here's where we're defining that mapping logic that's going to be used in that mapping process and we can see here our tag categories for the application service and environment up here right here so in this case i'm telling it that i want to see a combination of the tag values for application services and the value for environment so for this example going back to that funky naming convention it was recommendation colon prod if we go back and remember how that's named it's a combination of these two tag categories so recommendation being the application service and prod being the environment so it's a concatenation of both of these and so once we've defined our tag families we can actually click on this view service candidates and here we're given the automatic service candidates and this is automatically populated based on that data that's being pulled into the cmdb so this is giving me a recommended services to map and we can see here that recommendation dot prod that we recently deleted along with a few others again you know pointing out how that name gets created and so what we can do is we can actually click on it and click map selected so this is giving me a recommended service to map and we want to map this one we want to go in and make sure that this one is built correctly so if we go back to our tag based we see recommended prod down here and we can also see that it's waiting for calculations so we need to go in and recalculate this and we can see that down here in the related links and if we click on view map we should have everything that we need the way it looked before i deleted it and that is really tag mappy or tag-based mapping so let's stop sharing let me jump back over to my slides and we will look at the last configuration for machine learning all right i think everybody can see that okay so now we're going to take a look at the configuration steps for machine learning and really the first place you want to start here is making sure that you go into your system properties and verify that we have this connection suggestion property for um set to active and there's no need to again don't feel like you need to drop this down i'll make sure that you get the slides after today's presentation but double check this because within the last few releases um they've actually been setting this to inactive so you'll have to go in and make sure it's active and then the next part here is if you want those connection suggestions to be automatically added to your maps based on those connection rules again this points out point this out that this is completely optional here you can have those connections suggestions turned on automatically entirely up to you and your teams if you want that or if you want to manually review those still so after that we want to make sure that we are reviewing the application fingerprint suggestions and this this is where um these are what discovery is finding and thinking that you have in your environment that isn't yet mapped and so we'll take a look at that and how application fingerprints really work and then the last part again making sure that our maps we're keeping our maps current by regularly running discovery so let's go into our last demo okay and so we are going to start in our mapped application services so i'll go back up here and we're specifically going to be looking for a mapped application called trex there we go and we can see it right here and we're going to click on view map and for this one i do see that i have a mid server issue i already knew that this was going to appear um i like to play around in my test environment and see what i can break and see what i can fix so this is completely expected and that's fine but where i want us to focus on is up here under suggestions and specifically under connection suggestions so we see this again because i have that connection suggestions property in my system preferences turned uh to active and i actually have this pulled up right here so if you're in your system uh properties you can look for this machine learning connection suggestions and make sure that it's set to true okay let's go back so um let's click into this connection suggestion that the machine learning is proposing and another thing to point out here is that i don't have the optional automatic connections added to my maps i personally like to review what the system is proposing first and then you know approving or rejecting it so just to iterate how machine learning is working here it's saying we think that there's a particular there's a ci that is relevant to this particular service map that you have and we think that it should be added here so how it's generating these connection suggestions is by machine learning algorithms that are running over all of that collected that traffic data the application fingerprints it's looking at that process data that might be connecting different cis and it's basically feeding that predictive intelligence trainer to make these recommendations so we can see here all of these uh recommendations these connection suggestions that we have we have a ci we have where it's talking to we have the target host and then most importantly over here we have this confidence level and the decision that has you know been decided for this particular suggestion for this one we have a confidence level of high and we have an undecided one so we can actually click on one of these and down at the bottom we have the option to either add or exclude let's go back now and let's spend a few minutes talking about application fingerprints and so i just went into my discovery home this is the one where it does switch you know most the time we've been working in our service mapping module but for this one we're going to switch over to our discovery home and we're going to look at our application fingerprints and so right away looks like i have a lot of work to do i have 621 suggestions for application fingerprinting and so i'm just going to click on view suggestions and then i want to look at all suggested applications and when we're looking at the map when we were looking at that map from the previous step from that mapped application services and that connection suggestions that was just giving us suggestions for additional cis that we may want to add to that specific map um those existing maps but here we're kind of taking a step backwards and machine learning is suggest suggesting entirely new application suggestions that i don't have mapped in my environment yet so based on discovery data that's being collected it thinks um it it thinks that there is an entire application that exists in this environment in my environment that i may want to go ahead and map so that's what it's really telling us here and this is really you know how does this really help you and your teams well i think you know the this is really helpful for teams that have homegrown applications and this is really the case because discovery has three requisites for pulling prerequisites for pulling in applications and those are the cmdb class it has to have that cmdb class so it can put that data into the cmdb it needs that pattern to tell it what to specify what attributes to specify and then it needs a process classifier to say that this particular process that's running actually belongs to this particular application and so for things that are more common like that first demo that we did with the oracle that was out of the box we have i showed you that pattern list where we had about 900 out of the box patterns but for some of our homegrown applications building those patterns can take time you absolutely can build patterns and i think we have a whole course on that but that can also be really time consuming so this is where application fingerprinting can really help and so let's look at an example of this so i'm going to filter this and only see suggested group name with tracks and the one i want to look for is trex filter and so let's say that this is a homegrown application and i don't have this mapped yet but the system sees it and so it's automatically going to create those prerequisites here so if i open this up we see that process name we see the discovery pattern name and the suggested cmdb ci class as well as it also created a suggested classifier right there and this was to help classify that process and so from here we have the option to discover if this is a relevant application that we know we have in our environment and if we felt like this was a relevant one that we wanted to go ahead and have discovery map we could click on discover application but that is really it for using machine learning so let me stop we have a lot of questions that have come in so i think we'll have a few minutes at the end to get to some of those but again if we don't i will get all of these answered for everyone and share them out with all this great content okay so the key takeaways today again we really looked at the value of service mapping and how it can really help to help your teams get a full idea of what you have what business services you have we looked at the three approaches top down which includes pattern and traffic based service mapping tag-based service mapping and machine learning and then we looked at best practices and skills needed to implement service mapping on this next slide i have a few additional resources that will be really helpful as and you'll get these when we send this out here but some videos on what's new um a little bit more information on tag based and machine learning service mapping there's some product documentation and additionally you'll get those three videos that have a little bit of a deeper dive on the three different approaches all right i do have one closing poll but i think let's do that here in just a minute let's kind of go through some of the q a here i'll go through the first one so how long will this type of process take to complete yeah good question so it really varies on which method you're choosing again we kind of talked about um top down taking you know the most time and that's really because again you need those you need credentials you need user permissions you need all of these things um and so that can take some time i think that's ultimately the hardest part but if you already have discovery you kind of have already started that process to get those credentials and so this isn't anything new to your organization um tag based is really effective and really quick for cloud discovery you can also use tags for traditional um you know you can give configuration items tags within your cmdb however when you map it that data becomes flat and then you have to set up um traverse rules so that you know this tag based method really works the best for your cloud and container infrastructure and then machine learning is really great you know if you put a few of these in with the top down method and you want to give machine learning a try there's a really great you know you can kind of pick and choose how you want to do this and then work with that service owner before you put these maps into an operational state so it really varies that didn't really answer your question um other than um actually the one that we did in the demo uh for movieplex all of that those items i had in my cmdb and that mapped within minutes so i think that kind of gives you a good idea okay next one i'm curious how customers determine which ci class to allow them allow for selection from an instant cr problem form we have already over a million ci's through various discoveries and service mapping will add much more we don't want individuals to wade through even millions more millions of ci's do customers somehow limit the ci classes available um to make these forms work easier good question that i honestly don't know mike i saw you join mike is one of our other itom specialists on my team if we can't answer this steve happy to get um some more information for you i know it can be a little daunting when we have such a large cmdb here i i unfortunately can't see the uh the question it was uh i think before i joined oh no worries okay yeah steve we'll get back to you on that one okay yep another question came in about tag-based mapping best you know it being best suited for your cloud services but are instances where it's beneficial to use it for on-prem services exactly what i was just talking about you can go in and add that key pair value into naci and then create a tag based on and then map that based upon those tags you know just creating the ci cat or the tag ci categories and the tag families the only caveat to that is that it kind of creates this flat map where you're not really seeing the different layers uh so that's one thing i'm not sure if we have any product documentation on that but i will try to find some and put it in here next question is there a guide to specify what ci classification should be used in core itsm to take advantage of service maps is there a guide to specify what classification should be used in core to take advantage of service maps evan i want to say for that one we're probably going to refer you back to the common service data model so i will i'll send some stuff on that but i have a feeling that that's where that would be outlined that that's where you would that's the guide that you would want to use on how to standardize that data model okay next one i think we can probably do one or two more and then i'll close you out with a quick poll and send you on your way for today so the next one what is the best way to troubleshoot top-down discovery we often don't get connections added to a service map and even though there are tcp connections for that ci we don't get connections yeah so brent um for this one the best way would be through the discovery log and you can actually pull up the discovery log um you can click into let me actually go back and i'll show you this because this is a really handy one and this is actually outlined in one of the videos that i'll be sending out so if we go into our mapped application service i have one that i know i had errors on let me find it here we go um this is one that i'm currently building out and so you can right click on any of these configuration items and show the discovery log and from here it will show you where it airs this air is completely fine this is moving through various patterns until it gets to a pattern that it actually um that's actually relevant for this one but the discovery log is probably your best bet for being able to troubleshoot for tag-based mapping your site says tag governance is required that does that mean tag governance module needs to be installed no it does not if um for clarity itom has three products so visibility which includes discovery and service mapping um itom health which has uh event management health blog analytics and then we have a separate one um item optimization that is our cloud provisioning and governance that's where we're able to provide governance around those tags um from a servicenow perspective but no robert you can have your own governance program that's running at your organization can you next question can you provide recommended specs for the mid server for service mapping use susan i will make sure to send out our mid server sizing guide or best practice guide that has a lot of those questions in there and again thank you so much for your time today i hope that you found this beneficial and again if you have any other questions that you didn't get to put in the q a or the chat um i will if you want to just shoot me an email happy to help again it's emily.walker servicenow.com and i thank you so much for joining hope you have a great rest of your day