Service Builder

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Service Builder

    Service Builder is a feature within the ServiceNow® platform that allows users to create and edit business and technical services and their offerings through an interactive and guided experience. It is part of the Digital Portfolio Management offerings available in the ServiceNow Store. Users can maintain service definitions, make edits before publishing, and utilize version control for already published services.

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    Key Features

    • Guided Experience: Service Builder provides contextual guidance throughout the service creation process, helping users navigate each step effectively.
    • Service Creation Options: Users can create either a business service or a technical service, with an organized view of the steps required.
    • Service Tabs: The application includes various tabs to input detailed information such as service details, team assignments, performance metrics, and offering management.
    • Review and Submission: Users can review their service offerings comprehensively before submitting them for publishing, allowing for edits as necessary.
    • Editing and Duplication: Services can be edited at any time, and users can duplicate existing services to create new offerings quickly.

    Key Outcomes

    By utilizing Service Builder, customers can effectively manage their service offerings, ensuring they are accurately defined and up-to-date. The ability to easily edit and publish services enhances workflow efficiency and service quality. Users can expect a streamlined process for service management that ultimately improves their service portfolio and organizational effectiveness.

    Create and edit services and service offerings using the ServiceNow® Service Builder application. Service Builder is an interactive, guided experience as you create and edit services and service offering details. Even though Service Builder is a feature of Service Portfolio Management, its plugin is part of the Digital Portfolio Management list of products in the ServiceNow Store.

    Service Builder in action.
    Tip:
    Refresh the browser to replay the demo video.

    Service Builder overview

    Create and maintain definitions of your business and technical services and offerings through a guided experience in Service Builder. You can edit service definitions anytime before you publish as well as update already-published services using version control.

    After your services and offerings are published, you can view and edit them in the Services tab of Service Builder or in its parent application Service Portfolio Management.

    Walk-through experience with contextual guidance

    Service Builder provides contextual guidance for each step tab as you create your services and service offerings. From the Service Builder Dashboard tab, create a service by selecting one of the two options:
    • Create a business service
    • Create a technical service

    After you select an option, Service Builder provides an organizer for you to see the steps to create a service.Create service organizer.

    Selecting Continue takes you through each step, starting with the Details tab as described in the following Service Builder tabs table.

    Table 1. Service Builder tabs
    Tab Definition
    Details General information about the service such as name, type, and classification.
    Team Service team information including the owner, delegate, and business contacts.
    Service Performance Measurement criteria for the service performance.
    Manage Offerings General information about the service offering. This tab has its own set of tabs to enter or edit the offering's details, team, operations, financials, and performance criteria.
    Review and Submit Comprehensive view of the services and offerings you created. You can make changes, if necessary. After review, submit for publishing.

    You can edit your services and offerings at any time. You can also duplicate them (create a copy) to edit services, as needed so that you can create other services and offerings quickly. The contextual guidance in the experience walks you through how to do these tasks.

    After you edit a service or an offering, the published version stays active until the draft that you’re working on becomes the new published version. For more information, see Service Builder approval flow.

    Table 2. Service Builder home page tabs
    Home page tab Description
    Dashboard The default landing page where you can create a business service or a technical service. You can also view services that you interacted with in the last few days from the dashboard view.
    Services List of all services along with their state, classification, phase, status, and owner. If you have editing access to the services and service offerings, you can edit them from this tab.