Service maps help organize IT services into a hierarchical structure and provides clear visibility to services and resources (dependent on the services).

Create service maps

Rules need to be defined to interlink a parent node with its child nodes. Service Map automatically tracks service impacts based on the defined rules.

Best practices for creating service maps include:

  • Identify the dependencies of a service.
  • Assess the topology for high availability or point of failures that determine the health of a service or a critical application.

Creating a service map involves:

  1. Creating a service map with a parent node.
  2. Adding a child node to the service map.

Step 1: Create a service map with a parent node

  1. From All Clients, select a client.

  2. Go to Infrastructure > Services,

    • If you see Welcome to Service Maps, click Create Service Map.
    • If you see the main Service nodes, click +NEW.

  3. Enter a service name in the New Service Name box and click Save.

  4. Click the Settings icon, define availability and assign articles to the node.

    • Name: Enter a parent node name.

    • Node Type: By default, the type is SERVICE.

    • Availability Threshold: Availability helps you to define the status of a node. Supported nodes statuses are: Up, Down or Degraded.

      • % of down members: Define the availability on the basis of the percentage of services in a group. For example, if 50% of services in a group are down, the status of a service node is considered to be Down.
      • # of down members: Define the availability on the basis of the number of services in a group. For example, if 10 services in a group are down, then the status of a service node is considered as Down.
    • Send an alert when this service is down: Select to get an alert notification.

    • Assign knowledge base articles to the node.

  5. Click Save.

Service Group Definition

Step 2: Add child nodes

  1. Click the Add icon on the parent node.
  2. Add a child node using one of the following methods:
    • Add resources or services to the node
    • Import a node from another service map
    • Link a node that exists in another service map

Add resources and services

  1. Enter a name for the node and click Save.

  2. Click Settings icon to configure the node.

  3. Select the required Node Type from the drop-down list. To add a Web service to a node, select Node Type > Others and select Resource > Web Service.

  4. Add resources to the node. From the Resource Selection field, select one of the following options:

    • Select Rule-based to add resources automatically using a policy. The service groups dynamically shrink or expand based on new or decommissioned resources.
    • Select Manual to add resources manually.

  5. If you select Rule-based, do the following steps:

    1. Choose from All or Any rules to apply as filter for the resources/services.
    2. You can filter for resources using resource attribute name, a logical expression, and value to filter resources using the logical expression Regex. List of matching resources is displayed in the Matching Members section.

    Child Node Configuration
    When Rule-based option is selected with Advance Search or Normal Rules, devices are automatically added to the service nodes when new devices are onboarded or existing devices are updated that match the given rules.

    1. Add resources to the node, using query language specifying your requirements, using the Advanced query box. To enter a query: Type “$” followed by a resource attribute. Once you type “$” the resource attributes are auto-populated.
      Examples of resource attributes: App Type, Operating System, DNS Name, etc.
      Select the attribute followed by a space and key operator value.
      Examples of key operator value: “<”, “>”, “=”, “IS”, “contains”, “IS NOT NULL”, “IN”, etc.
      Give a space after you select/enter the key operator value and enter the Value enclosed in double quotes. You can give multiple queries. Use AND or OR condition between the queries, as needed.
      A green tick after entering a query indicates that the query is valid. A forbidden icon indicates that the query is incomplete or the format is incorrect.
      Click search icon. The number of resources that match the query is displayed. Click Show Matching Results. Resource list is displayed with Name, IP Address, and Resource Type details.

  6. If you select Manual, from Manually Assign Resources section, select the resources from the left box and click > icon. The selected resources are added to the right box.

  7. From Service Availability Monitor, select one of the following options to define the node status:

    • Availability: If an availability alert triggers on a resource, the status of a node also is impacted.
    • Any Critical Alert: If any critical alert is triggered by the service group, the status of a node also is impacted. Ensure to define availability rule on the resource/service. Any critical alert triggered on the resource/service raises an availability alert and impacts a node.
    • Critical Alert: If a critical alert is triggered on the selected metrics, the status of a node also is impacted. All selected metrics on the individual resources need to be in a critical alert state for the service node to be marked as down, or unavailable. In the case there is a healed alert, the service node is displayed as available, or in green, because this option requires the alerts to be in a critical state.

  8. Enter the values in Availability Threshold. The status of a node is defined by the Service Availability Monitor and Availability Threshold. In addition to the options in service availability monitor, if a certain number of resources are Down in the availability threshold, the node status is displayed Down. Define an availability rule on the resource/service. Any critical alert triggered on the resource/service raises an availability alert and impacts a node.

  9. Click Save.

The child node is added to the parent node and is displayed on the Service Maps screen.

Import nodes

An imported service group is local to the service map to which it is imported. A parent level node or a child level node can be imported.

As the imported service group acts as a local node in a service map, any update made on the imported group is applicable only to the current service map and not to other service maps using the service group.

To import a node:

  1. Click the Import icon on the child node.

  2. From Import Node and Subhierarchy, enter:

    • From the Service Map drop-down, select the required service map to which the node belongs.
    • From the Node drop-down, select the required node.
  3. Click Save.

This option allows linking or sharing of an existing service group with other service groups. Any change performed on the linked service reflects on the parent service as well. A user cannot edit a shared service in a parent service group.

To link a node:

  1. On the child node, click the Link icon.
  2. Select the required service map from the drop-down list.
  3. Click Save. The service map is linked to the child node and link icon is displayed on the node.

A user can only link or share a parent level node. If a parent node is shared, then the child nodes are also shared.

To unlink a shared node:

  1. From the service maps page, click the Edit icon, mouse hover the node and click the Delete icon.
  2. On the confirmation message, click Unlink.
  3. Click OK.

View service maps

All the configured services appear on the Service Maps page. You can search, view the details, and also filter for service maps.

From the Service Maps page, in the Search Service Maps box, enter the required service name. The service map node is displayed.

Node summary

The node summary provides entity information that is impacting a service group.

To view node summary:

  1. From the Service Maps page, click the required service node.

  2. Click the required node to view summary and resource details.

    • The Summary of the node is displayed on the right pane displaying the following details:

      • Articles: Knowledge base articles linked to the node.
      • Down Since: Date and time when the node is Down.
      • Services: Number of nodes/services that are impacted due to the selected node.
      • Alerts: Number of alerts triggered on the node.
      • Tickets: Number of Incidents created on the node
      • Service Impacting Resources: List of resources/services available in the node.
    • The Resources tab includes the resources in the node including their status. A user can further filter for resources based on the resource state. For example, to view resources which are Up, select the status Up from the drop-down list.


The filter option filters services that are standalone or linked.

To filter, from the Service Maps page, click the Filters drop-down menu. By default the two types of services are selected:

  • Standalone Services: Services that are individual and are not linked with another service map.
  • Linked Services: Services that are linked to other service maps.
Standalone and Linked Service

Manage service maps

You can do various actions on the service map. For example, you can view the horizontal or vertical layout of the service map.

RefreshUsed to force a refresh of the service map.

The Refresh icon is located at the top right corner of the service map.

ExpandUsed to view all the nodes. This functionality is useful if the nodes are collapsed and hidden.

The Expand icon is located at the top right corner of the service map.

EditUsed to edit any node in a service map.

The Edit icon is located at the top right corner of the service map.

ToggleUsed to view the horizontal or vertical layout of a service map.

The Toggle icon is located at the top right corner of the service map.

Full ScreenUsed to view the service map in full screen mode.

The Full Screen icon is located at the top right corner of the service map.