Exploring Service Portfolio Management
Summarize
Summary of Exploring Service Portfolio Management
The Service Portfolio Management application in ServiceNow allows you to document, organize, and manage IT services, service offerings, and portfolios using a standardized structure. It helps optimize service value, reduce costs, and streamline IT business operations to meet customer demands effectively. The service portfolio is divided into three phases:
Show less
- Service pipeline: Proposed or in-review services not yet operational.
- Service catalog: Operational and available services, often represented in a request catalog.
- Retired services: Services no longer operational, retaining essential historical data.
Users and Roles
Different roles have specific permissions within Service Portfolio Management:
- Portfolio admin: Creates, edits, deletes portfolios and services; manages taxonomy and commitments.
- Portfolio editor: Edits and deletes portfolios and services; manages taxonomy and service offerings.
- Portfolio viewer: Views portfolios, services, and offerings.
- Service admin: Creates, edits, deletes services and offerings.
- Service editor: Edits owned or delegated services and offerings.
- Service viewer: Views all portfolios, services, and offerings.
Workflow
Depending on role, users can perform various actions:
- Portfolio admins create service portfolios, services, and offerings, often using ServiceNow® Service Builder.
- Portfolio and service editors add offerings, assign roles, log outages, assess availability and SLA commitments, and analyze service impact from dependencies.
- Viewers access portfolio and service information within Service Portfolio Management and Service Builder.
Benefits and Features
The application provides key capabilities tailored to specific roles, including:
- Creating and managing portfolios, taxonomy nodes, services, and service offerings.
- Assigning support teams and subscribing users to service offerings.
- Logging outages and viewing availability and SLA results.
- Setting time zones for availability data.
- Integration with the Common Service Data Model (CSDM) to align service data.
Practical Use and Next Steps
Service Portfolio Management enables you to configure IT services within portfolios to maximize organizational value, regardless of their alignment to applications or request catalogs. You can maintain a comprehensive view of current, future, and retired services, evaluate their business impact, and manage them through single or multiple portfolios with distinct taxonomy and ownership.
To deepen your understanding and effectively configure the tool, explore resources on configuring and using Service Portfolio Management as well as reference materials provided by ServiceNow.
The Service Portfolio Management application enables you to document and manage your services, service offerings, and portfolios using a standardized, structured format.
Service Portfolio Management overview
The Service Portfolio Management application enables you to create, organize, and manage portfolios of IT services. It optimizes the value of services and reduces their costs to help you to streamline your IT business operations and meet customer demands. A service portfolio includes information related to the organization of services and data about each service, including status and related items.
- Service pipeline: Services that aren't yet operational or available for use. These services are typically proposed or services in review for suitability. In this phase, you can analyze and manage the future growth and time line for each service.
- Service catalog: Services that are operational and available for use, as well as design and development. These services typically have representation in a request catalog.
- Retired services: Services that are no longer operational or available for use. These services can include essential historical information.
Service Portfolio Management users
The following table presents the most common users for Service Portfolio Management. For more information about core roles and tables, see Installed with Service Portfolio Management.
| User | Description |
|---|---|
| Portfolio admin |
Set up, create, edit, and delete services and service portfolios. Manage portfolios including related commitments and availability. Update taxonomy nodes, services, service offerings, and reparent services. |
| Portfolio editor |
Edit and delete services and service portfolios. Update portfolios, taxonomy nodes, services, service offerings, and reparent services. |
| Portfolio viewer | View portfolios, taxonomy nodes, services, and service offerings. |
| Service admin | Set up, create, edit, and delete services and service offerings. |
| Service editor | Edit services and service offerings that they own or are a delegate of. |
| Service viewer | View all service portfolios, services, and service offerings. |
Service Portfolio Management workflow
Depending on your role, you can use Service Portfolio Management for a variety of use cases.
- Portfolio admins create service portfolios, services, and service offerings. Portfolio admins can also use the ServiceNow® Service Builder application to create and edit services and service offerings.
- Portfolio editors and service editors create, add, and assign roles to service offerings. Portfolio editors and service editors can also log outages, assess availability commitment results, assess service level agreements (SLA) commitment results, and identify service impacts from dependencies.
- Portfolio viewers and service viewers can view service portfolios, services, and service offerings in both Service Portfolio Management and in Service Builder.
Service Portfolio Management benefits
The Service Portfolio Management application provides several benefits to help you organize services and other solutions.
| Benefit | Feature | Users |
|---|---|---|
| Create and manage service portfolios and add services and offerings to the portfolios. | Create portfolios in Service Portfolio Management | Portfolio admin |
| Create and manage the overall portfolio taxonomy, including service nodes. | Service Portfolio Management taxonomy | Portfolio admin |
| Create taxonomy nodes | Create taxonomy nodes | Portfolio admin |
| Create services | Create a service in Service Portfolio Management | Portfolio admin and service editor |
| Create service offerings, commitments, assign support teams to a service offering, and subscribe users. | Service offerings in Service Portfolio Management |
Portfolio admin to create service offerings. Service editor to add commitments to an offering, assign multiple support teams, and subscribe users. |
| Log outages | Log outages in Service Portfolio Management | Service editor |
| View availability results | View availability results in Service Portfolio Management | All Service Portfolio Management roles |
| Set the time zone for availability results | Set the time zone for availability results in Service Portfolio Management | Portfolio admin |
| Integrates with the Common Service Data Model (CSDM) | Applying the CSDM guidelines to Service Portfolio Management | Admin |