Use Service Portfolio Management services
Summarize
Summary of Use Service Portfolio Management services
Service Portfolio Management in ServiceNow enables you to configure and manage IT services within your portfolios to maximize organizational value. Services can be business or technical and may or may not be linked to applications or request catalogs. Each service is tracked by life-cycle phase, status, and criticality to reflect its operational importance.
Show less
Key Features
- Service Classification: Services are classified as business services or technical services, each managed within specific tables and aligned with the Common Service Data Model (CSDM) version 5.
- Business Services: These form the structure of your service portfolio taxonomy. You can manage related service and offering details through dependency tabs and create service offerings as child records.
- Technical Services: Technical services align with CSDM v5 and are labeled as Technology Management Services in the user interface. They reside in the
[cmdbciservicetechnical]table and can be linked via dependency relationships. - Service Offerings: Created under business or technical services and managed in the
[serviceoffering]table, they represent specific ways services are delivered. - Dependency Management: You can designate services as "Services I depend On" or "Services Dependent On Me," aiding in understanding service relationships.
- Unique Identification and Criticality: Each service record has a unique identifier and a selectable criticality level to indicate its impact on business operations.
- Service Tracking and Reporting: Services can be viewed, tracked, and monitored by phase and status through platform lists and reports, including the ability to view retired services.
Practical Application for ServiceNow Customers
With Service Portfolio Management, you can systematically organize your IT services, understand their lifecycle and dependencies, and prioritize them based on criticality. This structure supports better decision-making, resource allocation, and service delivery aligned with business needs. Aligning technical services with CSDM v5 ensures consistency and improved visibility across your service catalog.
To effectively use these capabilities, you should:
- Create or modify services and offerings following the prescribed data model.
- Assign criticality levels to reflect impact accurately.
- Leverage dependency relationships for service impact analysis.
- Use reports and lists to monitor service status and lifecycle phases.
- Subscribe users to service offerings to manage access and consumption.
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, specifically 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 Xanadu 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 name | Label in Xanadu and prior releases | Label in Xanadu 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.