Use Service Portfolio Management services

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Use Service Portfolio Management services

    Service Portfolio Management in ServiceNow Yokohama release enables you to configure and manage IT services within your portfolios to maximize organizational value. These IT services can be aligned with applications and may or may not appear in request catalogs. Each service is tracked by life-cycle phase and status, allowing you to monitor their progress through platform lists and reports, including retired services. Services are uniquely identified by a record number and can be assigned a criticality level to reflect their impact on your organization’s operations.

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    Key Features

    • Business Services: Form the backbone of your service portfolio taxonomy, managed in the cmdbciservicebusiness table. They support managing dependencies and related offerings through service and service offering forms.
    • Service Offerings: Created as children of business services and stored in the serviceoffering table. Offerings represent the specific services delivered and can be associated with user subscriptions.
    • Service Dependencies: You can indicate relationships by designating services as “Services I depend On” or “Services Dependent On Me” via related lists on the service forms, providing insight into service interdependencies.
    • Technical Services: Included as part of the service portfolio taxonomy and aligned with Common Service Data Model (CSDM) version 5 starting in Yokohama. They reside in the cmdbciservicetechnical table and are labeled as “Technology Management Service” in the interface, distinguishing them from business services.

    Key Outcomes

    • Standardized management of IT services across business and technical domains, improving visibility and control of service portfolios.
    • Ability to prioritize services based on criticality, ensuring resources focus on services with the highest organizational impact.
    • Clear representation of service dependencies supports impact analysis and risk management.
    • Alignment with CSDM version 5 for technical services ensures consistency with industry standards and facilitates integration across ServiceNow modules.

    Next Steps

    • Use the Create or modify Service Portfolio Management services guide to add or update services within your portfolio.
    • Refer to the Service Portfolio Management service offerings documentation to understand how to manage offerings related to your services.
    • Subscribe users to service offerings as needed to enable access and delivery through the platform.

    Configure IT services within your portfolios to add the most value to your organization. The IT services defined in your portfolios may, or may not be, aligned to an application. IT services defined in your portfolios may, or may not be, represented in a request catalog.

    The phase and status of a service indicates the life-cycle position of the service. You can view, track, and monitor the services by phase and status with platform lists and reports. The lists can also include retired services for viewing purposes.

    Each service record has a unique number to identify the record.

    To reflect the importance or impact of each service on the operations of your organization, you can select a criticality level for them. For example, you might select a high level for a service that supports sales functionality using the organization's website. You might then select a lower level for a service that provides internal printing for the organization's employees.

    Business services

    Business services make up the structure of your service portfolio taxonomy. You can manage associated service and offering details via the dependency tabs of the related list on the Service and Service Offering forms. Business services reside in the [cmdb_ci_service_business] table.

    Create offerings as children of services. Offerings are created in the Service Offering [service_offering] table. Refer to Service offerings in Service Portfolio Management for more details.

    You can designate services as Services I depend On or Services Dependent On Me via form related lists.

    Technical services

    You can add technical services as part of your service portfolio taxonomy. Even if you don't, you can still gain insight into these services by adding them as Services I depend On or Services Dependent On Me in the related list section of the Service form.

    Starting with the Yokohama release, technical services align with the Common Service Data Model (CSDM), version 5. With this alignment, technical services remain in the [cmdb_ci_service_technical] table and are labeled in the user interface as Technology Management Service. Service offerings remain in the [service_offering] table and are labeled Service Offering.

    Table 1. Table and label for technical services
    Table name Label in Xanadu and prior releases Label in Yokohama and later releases
    [cmdb_ci_service_technical] Technical Service Technology Management Service

    To create or modify services, see Create or modify Service Portfolio Management services.

    To learn about service offerings, see Service Portfolio Management service offerings.

    To subscribe users to a service offering, see Subscribe users to a service offering in Service Portfolio Management.