View service and service offering details
Summarize
Summary of View service and service offering details
This guide explains how to view detailed information about services and service offerings within Digital Portfolio Management (DPM) in ServiceNow, covering lifecycle phases, status, and related data. The details are organized in four tabs: Plan, Build, Run, and Info, each providing specific insights to support management and decision-making for your services and offerings.
Show less
Visibility of tabs and data depends on your organization’s configuration and your ServiceNow product license. Retired services and offerings are clearly marked with status indicators and alert banners to prevent confusion.
Plan tab
The Plan tab provides strategic planning details including:
- Roadmap and backlog: Access to roadmap details via Strategic or Portfolio Planning Workspace, and backlog lists.
- Summary cards: Visual summaries of total ideas, approved demands, upcoming projects, new improvement initiatives, and demands count.
- Demand management: View and create demands linked to the service or offering, with detailed information such as tasks, stakeholders, and risks.
Build tab
The Build tab focuses on execution and delivery metrics:
- Roadmap: Access project roadmap details.
- Projects: Visual representations (donut and bar graphs) of active projects by status, overdue projects by month, and project counts for statuses like work in progress, missed milestones, and critical issues. Detailed project records include tasks and agile artifacts.
- Changes and improvement initiatives: Graphs showing change statuses, overdue changes, upcoming changes, change backlog growth, and improvement initiatives with their states and overdue tasks. Active improvement initiatives can be reviewed with detailed CIM phase and KPI impact.
Run tab
The Run tab provides operational performance data and differs slightly between services and service offerings:
- Performance snapshot: Includes KPIs such as availability, open incidents, and new requests, with tooltips for clarity. Custom KPIs and groups can be configured by admins.
- Offering breakdown (services only): Availability, open incidents, incidents not updated, and new requests per offering.
- Application service dependencies (offerings only): Lists dependent application services with detail access.
- Commitments (offerings only): Shows availability and SLA commitments with relevant details.
Info tab
The Info tab shows non-editable general information about the service or offering, including:
- Description and classification (business or technical)
- Portfolio, consumer type, review dates, and lifecycle phase/status
- Personal portfolios and subscriber details (locations, departments, groups, companies, users)
- Price and offering commitments (service offerings only)
- Service scope including criticality and associated business capabilities (services only)
- Contracts related to the service or offering
Additional Features
The Needs attention panel provides quick access to key icons for:
- Needs attention status indicators
- Team members and teams
- Catalog items search
- Related knowledge articles
- Attachments management
Practical Benefits for ServiceNow Customers
By using these views, customers can efficiently track and manage the lifecycle status, project progress, operational performance, and strategic alignment of their services and service offerings. The structured tabs and visual summaries enable quick identification of areas needing attention, facilitate demand and change management, and support informed decision-making aligned with organizational goals.
View information about services and service offerings that may impact your solutions. Each Digital Portfolio Management (DPM) page presents the life-cycle phase information in tabs — Plan, Build, Run, and Info.
Status of services and service offerings
When viewing the service and service offering details in DPM, the Phase and Status of each item is listed on the workspace view and on the list view.
Services and service offerings display information in DPM via the Plan, Build, Run, and Info tabs. If your organization opts to inactivate one or more of the tabs, then the inactivated tabs aren't visible to you. For example, if your organization doesn't work on planning activities and they inactivate the Plan tab, then the Plan tab isn't visible for you. For more information on how Admins can hide or show tabs, see Configure the Digital Portfolio Management experience.
Plan tab
| Section | Description |
|---|---|
| Roadmap and backlog |
|
| Summary |
Summary cards for the service or service offering. You can select each card to go to a list of the items.
|
| Demands |
Total number of demands on the service or service offering. The number of demands is in a gray box. You can select a demand record to view its details, including tasks, stakeholders, requirements, risks, and more. You can also create demands on your service or service offerings. See Create demand from Digital Portfolio Management. |
Build tab
| Section | Description |
|---|---|
| Roadmap |
When selected, view roadmap details in the Strategic Planning or Portfolio Planning Workspace. |
| Projects |
Project information related to the service or service offering.
Active projects Total number of active projects on the service or service offering. The number of active projects is in a gray box. Select an active project record to view its details, including project tasks, agile phase, stories, epics, and more. |
| Changes |
Change graphs
|
| Improvement initiatives |
Active improvement initiatives The total number of active improvement initiatives on the service or service offering. The number of active improvement initiatives is in the gray box. You can select an active improvement initiative for its details, including its Continual Improvement Management (CIM) phase, CIM tasks, impacted key performance indicators (KPIs), and approvers. |
Run tab
| Section | Description |
|---|---|
|
Service performance or Offering performance |
The Performance snapshot KPI group that comes with the base system. The indicators typically show availability, open incidents, and new requests. Each indicator has an information icon ( For information on KPIs that come with the base system, see KPI groups installed with Digital Portfolio Management. Admins can modify KPI groups, create KPIs, and create KPI group mappings so you may see more than the Performance snapshot on the Run tab. For information, see Create KPI groups and mappings in Digital Portfolio Management. For information on configuring KPIs, see Configure KPIs in Digital Portfolio Management with service availability example. |
|
Offering breakdown (services only) |
List of the offering breakdowns for the service, including each offering's:
|
|
Application service dependences (service offerings only) |
List of the application services that the service offering depends on. The number of application services is in a gray box. You can select an application service for its details. For more information, see View application service details. |
| Commitments (service offerings only) |
Information about the service offering availability commitments such as the commitment name, type, and target. |
| SLA commitments (service offerings only) |
Information about the service level agreement (SLA) commitments for the service offering. |
) that when selected, provides a tooltip description for that indicator.Info tab
The Info tab provides general information about the service or service offering. Some of the fields are different for services and for service offerings, as noted in the following table. You can't edit the fields in the Info tab.
| Section | Description |
|---|---|
| Service description or Service offering description |
Description of the service or the service offering. |
| General Info |
General information about the service or the service offering.
|
| Personal portfolios |
The personal portfolios for the service or offering. The number of personal portfolios is in a gray box. Select a personal portfolio for its details. |
| Subscribers |
General information about the subscribers on the service or service offering. You can select each card for detailed subscriber information on the following:
|
| Price (service offerings only) |
General price information about the service offering, like price model, unit, cost, and description. |
| Offering commitments (service offerings only) |
The service commitment for the offering, for example, 95% 24x7. The number of the commitments is in a gray box. Select a commitment for its details. |
| Offerings (services only) |
The offerings for the service. The number of service offerings is in a gray box. Select an offering for details. |
| Service scope (services only) |
|
| Service Contracts (for services) or Contracts (for service offerings) | The list of contracts for the service or the service offering. If available, you can select a contract for its details. |
Needs attention panel icons
- Needs attention icon (
) to show or hide the Needs attention panel. For information on needs attention values, see Work with Needs attention panels in Digital Portfolio Management. - Contacts icon (
) to view team members and teams for the record. - Catalog items icon (
) to search for catalog items on a service or a service offering record. - Knowledge articles icon (
) to search for related knowledge articles. - Attachments icon (
) to view and add attachments to the record.