What role does the ServiceNow Discovery Agent play in Service Mapping?

The ServiceNow Discovery Agent plays a crucial role in the Service Mapping process by triggering the discovery process for mapping. When an organization seeks to understand its services and the underlying infrastructure that supports them, the Discovery Agent is responsible for identifying and collecting data about the components involved in service delivery. This includes servers, applications, and network devices.

Once the Discovery Agent identifies these components, it can populate the Configuration Management Database (CMDB) with the relevant information, which is essential for creating accurate service maps. Through this discovery process, the ServiceNow platform can visualize service dependencies and relationships, which is vital for effective service mapping and management.

In contrast, the other options do not accurately describe the role of the Discovery Agent. Improving user access to service maps relates to user permissions and the interface rather than the discovery process itself. Managing end-user support requests falls under IT Service Management functions rather than discovery and mapping. Preventing unauthorized changes to configurations is more aligned with change management and configuration control rather than the active discovery process that the ServiceNow Discovery Agent undertakes.