Autonomous IT Clinics and Office Hours

A service-aware CMDB is the foundation of effective IT operations — but keeping services current as infrastructure evolves is a constant challenge. ServiceNow Service Mapping automates the discovery and visualization of relationships between your applications, and infrastructure, giving your teams the Service visibility they need to act with confidence.

This clinic series will walk platform administrators and ITOM teams through the key steps to activate and operationalize Service Mapping. This first of two clinics will guide you through one of the most impactful mapping approaches: Tag-Based Mapping, which builds service maps quickly using existing infrastructure tags, and the second clinic will focus on ML-Based Mapping, which uses machine learning to identify service relationships automatically — no manual tagging required.

This clinic covers configuring Major Incident Management within the Service Operations Workspace—key setup steps, roles, and workflows for effective major incident response. Attendees will gain practical guidance to strengthen their team's major incident management capability.

Data governance isn’t a technical problem; it’s an organization and people problem. In this clinic, learn how to navigate the organizational dynamics that make governance initiatives actually succeed: securing stakeholder buy-in, establishing clear ownership, and building the trust that turns governance from compliance into competitive advantage.

CI Binding is where Event Management earns its keep — without it, alerts arrive as orphaned noise with no context on what's actually impacted, leaving teams to manually piece together which service, application, or infrastructure component is at risk. ServiceNow Event Management solves this by automatically binding incoming alerts to the correct Configuration Items in your CMDB, giving every alert the business and technical context it needs to drive accurate impact analysis and prioritization.

This clinic will walk platform administrators and IT operations teams through the key CI Binding use cases and configuration patterns — including node-based matching, metadata rules, and fallback strategies.

This clinic focuses on using CAB Workbench to plan, organize, and run Change Advisory Board meetings more effectively. Attendees will learn how to manage CAB agendas, review upcoming changes, support approval decisions, and improve visibility and coordination across the change process.