View application service details

  • Release version: Xanadu
  • Updated January 24, 2025
  • 4 minutes to read
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    Summary of View Application Service Details

    This documentation explains how ServiceNow customers can view detailed information about application services within the Digital Portfolio Management (DPM) module. It highlights the life-cycle phases of application services, mainly accessible via the Run and Info tabs, with an additional Risk tab available when the Technology Portfolio Management plugin is installed. The visibility of data depends on your product license and installed plugins.

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    KPI Groups and Portfolio Integration

    Application services roll up to related business applications, allowing you to manage portfolios that include both business applications and their underlying application services. Application services inherit Key Performance Indicator (KPI) groups from multiple portfolios—business application portfolios, application-type portfolios, and personal portfolios—enabling comprehensive performance tracking.

    • Enterprise portfolios roll up KPIs from both business applications and application services.
    • Application services can exist independently or linked to business applications through specific CI relationships.
    • KPI groups influence what performance metrics and indicators are visible on various DPM pages.

    Run Tab: Performance and Health Metrics

    The Run tab provides detailed performance indicators for application services, including:

    • Portfolio success metrics: availability, SLA breaches, incident causes, and change success rates.
    • Business application performance: counts of incidents, problems, and changes.
    • Service health: critical incidents and alerts, closed changes.
    • Service impact: incident severity trends and alert severity distribution.
    • Availability insights: unplanned outages and average outage duration.
    • Commitments: service commitments with detailed views.
    • Service reliability management data (requires the Service Reliability Management plugin).
    • Offerings depending on the application service, with easy access to offering details.

    Risk Tab

    Visible only when the Technology Portfolio Management plugin is installed, this tab displays Technology Lifecycle Risk for application services, including software and hardware model risk reports and lists. This plugin depends on both Application Portfolio Management and Software Asset Management plugins for full functionality.

    Info Tab

    The Info tab provides read-only general information about the application service, including descriptions, business criticality, environment, operational status, and associated groups such as support and change groups. It also displays linked personal portfolios, commitments, software/hardware models, and configuration items (CIs), with quick access to details for each linked element.

    Needs Attention Panel

    This panel helps identify critical items needing review, featuring icons to toggle visibility, view contacts (teams and members), and manage attachments related to the application service.

    Practical Benefits for ServiceNow Customers

    • Gain comprehensive visibility into application service performance and risk within your enterprise portfolios.
    • Leverage KPI inheritance from multiple portfolio types to monitor health and success metrics effectively.
    • Use detailed tabs (Run, Info, Risk) to quickly assess service status, risks, and dependencies.
    • Integrate incident, problem, and change data directly to application services for holistic impact analysis.
    • Utilize personal portfolios to customize views and track specific application services.

    View information about application services that may impact your solutions. Each Digital Portfolio Management (DPM) page presents the application service life-cycle phase information in tabs, primarily Run and Info. The Risk tab displays when you have the Technology Portfolio Management plugin [sn_apm_tpm] installed.

    As you view the following tables, keep in mind that what you are able to see in DPM depends on what your product license permits from the source application. See Digital Portfolio Management related applications and data sources for the required installs and plugins to see each data element.

    KPI groups for application services

    If your organization uses the enterprise portfolio module with the latest enterprise portfolio tables, then an application service rolls up to its related business application. This enables you to create a portfolio with business applications that will have the application services. You could also create a separate portfolio for application services which contains the application service. In both cases, the application services inherit KPI groups from both portfolios.
    • An application service can be in a business application portfolio because:
      • Application services roll up to business applications.
      • Run data from the application service shows at the business application level.
    • An application service can be added to an application-type portfolio.
    Incidents, problems, and changes can be added to an application service's Impacted services or the Affected CIs related list. After this addition, you see the rolled up data in the following areas when you:
    • Select View details on any affected solution page.
    • View the Run tab of any solution page to view the KPI indicators.
    • View the KPIs and Needs attention panels of the affected business applications.
    You can also see the rolled up data in the following areas.
    • Enterprise application portfolios
    • Enterprise application service portfolios
    • Any business application or application service that is added to your personal portfolios
    Since application services can be in two different types of portfolios, the application service inherits KPI groups from two different places. See the table for how KPI groups work in the following use cases.
    Table 1. KPI groups for portfolios
    View KPIs shown Conditions
    Enterprise portfolio application service preview

    The inherited KPI groups from the enterprise portfolio.

    If there isn't an enterprise portfolio KPI group, then an empty state is shown.

    The application service enterprise portfolio type contains application services and isn't linked to a business application type.

    You can link an application service to a business application enterprise portfolio type using cmdb_rel_ci. The parent should be a business application and the supporting item should be an application service. The required relationship is Consumes: Consumed by.
    Application services detail page (Run tab) from an enterprise portfolio
    • All inherited KPI groups display, regardless from where you navigated.
    • Also, the KPI groups added directly to that application service display.
    		 Application service is added and its parent enterprise portfolio is mapped with its KPI group type.
    Application service from a personal portfolio or from a list All KPI groups No conditions.

    Run tab

    See KB1637474 for more information about KPI results on DPM pages.
    Table 2. Application service Run tab
    Section Description
    Application service performance
    Performance details about the application service. You can select the graphs and cards for each section to view more details. Each indicator has an information icon (Information icon.) that when selected, provides a tooltip description for that indicator.The following KPI groups and indicators are in this section.
    • Portfolio success metrics
      • Availability
      • Incidents with a breached service level agreement (SLA)
      • Incidents caused by changes
      • Successful changes
    • Business application performance
      • Number of incidents
      • Number of problems
      • Number of changes
    • Service health
      • Critical incidents
      • Critical alerts
      • Closed changes
    • Service impact
      • Impacted rate
      • Critical severity over time
    • Alert trends
      • Incidents caused by alerts
      • Alerts by severity
    • Availability insights
      • Availability
      • Unplanned outages
      • Average outage duration
    Commitments

    Commitment data for the application service. You can select a commitment to view its details.
    Service reliability management (with sn_sow_srm plugin installed)

    Service reliability management information data for the application service. To see reliability indicators, the sn_sow_srm plugin must be installed. You can select a reliability indicator to view its details.
    Offerings that depend on this application service

    A list of the offerings that depend on this application service. The number of offerings is in a gray box. Select an offering for its details.

    For information on offering details, see View service and service offering details.

    Risk tab

    To see the Risk tab, you must have the Technology Portfolio Management plugin [sn_apm_tpm] installed. The Risk tab displays the Technology Lifecycle Risk using donut reports and lists for application services software and hardware models.

    Note:
    The Technology Portfolio Management plugin [sn_apm_tpm] has two dependency plugins:
    • Application Portfolio Management [com.snc.apn]
    • Software Asset Management [com.snc.sams]

    Info tab

    The Info tab provides general information about the application service. You can't edit the fields in the Info tab.

    Table 3. Application service Info tab
    Section Description
    Application service description

    Description about the application service.
    General Info General information about the application service.
    • Business criticality
    • Version
    • Environment
    • Operational status
    • Managed by group
    • Support group
    • Approval group
    • Change group
    Personal portfolios

    The personal portfolios for the application service. The number of personal portfolios is in a gray box. Select a personal portfolio for its details.
    Application service commitments

    The service commitments for the application service. The number of commitments is in a gray box. Select a commitment for its details.
    Software and hardware models

    The software and hardware models for the application service. The number of each is in a gray box. Select a software or hardware model for its details.
    Relationships

    The configuration items (CIs) for the application service. The number of CIs is in a gray box. Select a CI for its details.

    Needs attention panel icons

    The Needs attention panel includes the following icons for application services:
    • Needs attention icon (Needs attention icon) to show or hide the Needs attention panel.
    • Contacts icon (Contacts icon.) to view team members and teams for the record.
    • Attachments icon (Attachments icon.) to view and add attachments to the record.