Tokyo IT Service Management
Tokyo IT Service
Management
Last updated: December 16, 2022
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Tokyo IT Service Management
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Company Headquarters
2225 Lawson Lane
Santa Clara, CA 95054
United States
(408)501-8550
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Tokyo IT Service Management
Service Portfolio Management
ServiceNow® Service Portfolio Management enables you to improve your IT business
operations and meet customer demands by documenting and managing your IT
services using a standardized, structured format.
Overview
Service Portfolio Management enables portfolio owners and service owners to create
and manage services, service offerings, and portfolios.
Get Started
Explore
Learn about Service
Portfolio Management concepts and
features.
Configure
Configure service
offerings, commitments, subscriptions, and
the service catalog.
Manage
Manage the
taxonomy, services, service offerings,
portfolios, and service level agreements.
Reference
Get information
about Service Portfolio Management
administration and common terms.
Troubleshoot and get help
• Ask or answer questions in the Service Portfolio Management community
• Search the Known Error Portal for known error articles
• Contact Customer Service and Support
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Tokyo IT Service Management
Exploring Service Portfolio Management
The Service Portfolio Management application enables you to document and manage
your services using a standardized, structured format.
Key Features
Manage the entire portfolio of IT services available to your enterprise. Apply modules
and features to justify each service based on business need by ensuring that they deliver
maximum value within managed risks and costs.
Service Portfolio Management overview
Organization
• Transform the focus from IT assets and associated costs to services that you can price
and link to business value. Take your IT organization from a business cost center to a
value-added service provider with transparency into operations and spending.
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Tokyo IT Service Management
• Align IT services to strategic business goals.
• Meet the service demands of your customers and end users.
• Make better decisions regarding new service creation, improvement, delivery, and
retirement.
• Improve productivity of IT support staff by better identifying and increasing focus on
the services that offer the most business value.
• Increase cost-efficiency by consolidating duplicate services, enhancing underperforming services, and retiring low-value, unnecessary, or unused services.
• Document the various services offered using a standardized, structured format. Link
offerings to items in a consumer-friendly service catalog.
• Define service offerings and the system automatically begins to track performance
against defined metrics for operational service offerings. If outages occur, the platform
handles availability tracking.
Users
Portfolio managers and service owners can do the following:
• Create, organize, and manage portfolios of IT services.
• Optimize the value of services to meet customer demands.
• Design a pipeline of services to meet the organization’s needs.
• Prevent unnecessary service duplication and overlap.
• Identify and retire low-value services so that resources can be redeployed.
Phases
Service portfolios typically consist of services in one of three phases.
Service phases
Service pipeline
• Services that are not yet operational or
available for use.
• Services typically proposed or in review
for suitability.
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Tokyo IT Service Management
• Services beneficial to analyze and
manage the future growth and time line
for each service.
• Services that are operational and
available for use, as well as in design
and development.
Service catalog
• Services typically represented in a
request catalog.
• Services that are no longer operational
or available for use.
Retired services
• Services that can include essential
historical information.
To enhance your Service Portfolio Management experience, you can activate the
Digital Portfolio Management (DPM) application. DPM provides a comprehensive view
into portfolios created from Service Portfolio Management. Portfolio managers and
service owners access an integrated and graphically intuitive user interface to manage
and monitor portfolios and services in a centralized location.
For more information about DPM, see Digital Portfolio Management.
Topics in this section
• Service Portfolio Management overview
With the Service Portfolio Management application, your organization can document
and manage services using a standardized, structured format.
• Service Portfolio Management capabilities
The Service Portfolio Management application is a powerful tool that enables a timeconscious approach for you to successfully plan, design, build, and implement your
service portfolios.
• Service Portfolio Management services
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Tokyo IT Service Management
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.
• Service Portfolio Management portfolios
A service portfolio presents an overall top-level view of your currently available
services, possible future services, and services that existed in the past. You can
precisely evaluate the impact that services have on your business and manage them
in a single portfolio or multiple portfolios with unique taxonomy structures, owners, and
market scope.
Service Portfolio Management overview
With the Service Portfolio Management application, your organization can document
and manage services using a standardized, structured format.
What is Service Portfolio Management
Service Portfolio Management is a centralized application that aggregates information
for portfolio managers and service owners to do the following tasks.
• Design a pipeline of services that meets the greatest needs of the organization.
• Prevent unnecessary service duplication and overlap.
• Quickly identify and retire low value services so resources can be redeployed.
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 portfolios typically have three phases:
• Service pipeline: Services that are not 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.
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Tokyo IT Service Management
• Retired services: Services that are no longer operational or available for use. These
services can include essential historical information.
Service Portfolio Management enables you to manage the entire portfolio of IT services
available to your enterprise. Apply modules and features to justify each service based
on business need by ensuring they deliver maximum value within managed risks and
costs.
Who uses Service Portfolio Management
Organizations looking to provide greater IT value to the business and meet customer
needs through IT services. Service portfolio management is typically a critical objective
for mature IT organizations and businesses seeking to provide superior support to
customers or users.
Teams that create, manage, and oversee service portfolios. Team members include
strategic roles, as well as operational roles. In most organizations, people may
participate in more than one role and often share roles with others. Service Portfolio
Management offers the following roles:
• Portfolio owner
Strategic role involved in the ownership of a portfolio. This person has overall authority
and accountability for an entire IT service portfolio, typically at the CIO level. The
portfolio owner's goal is to deliver a portfolio that offers value to the organization.
There is only one portfolio owner, per portfolio.
• Portfolio manager
Operational role involved with overall administrative capabilities over a portfolio. The
portfolio manager creates and edits portfolio records of all types.
• Service owner
Strategic role involved in the ownership of services. Typically this person is at the
director-level within IT and has end-to-end accountability for a given service and its
offerings through the full life cycle. This person often owns more than one service and
may even own a branch of services. Service owners are not heavily involved in the
day-to-day operation of the service.
• Service manager
Operational role involved in the management of a service. Typically this person is at
the director-level within IT and is responsible for the day-to-day delivery and operation
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Tokyo IT Service Management
of a service. Occasionally, the service owner and service manager are the same
person.
• Process owner
Strategic role external to the ownership and management of a portfolio or service. This
person is responsible for defining and evolving the services, taxonomy, policies,
procedures, governance, roles, and responsibilities over time. The process owner's goal
is to mature and manage the organization's services and portfolios.
• Process manager
Operational role external to the ownership and management of a portfolio or service.
This person is responsible for consistency of portfolios and services across the IT
organization. This person also ensures that the policies, procedures, and governance
are upheld, as determined by the process owner. Occasionally, the process owner
and process manager are the same person.
Benefits of Service Portfolio Management
For a list of benefits, see the key features in Exploring Service Portfolio Management.
Service Portfolio Management capabilities
The Service Portfolio Management application is a powerful tool that enables a timeconscious approach for you to successfully plan, design, build, and implement your
service portfolios.
Service Portfolio Management features and capabilities
Portfolio managers and owners can access the many benefits of the Service Portfolio
Management application, including the following system capabilities:
• Review and use sample IT service portfolio content provided via the Service Portfolio
Management Taxonomy Content Pack plugin (com.snc.spm.content). This data offers
an accelerated, time-to-value solution for designing, creating, and implementing a
service portfolio.
• Enable this sample content to build a service taxonomy to create standard portfolios
with optimal taxonomy.
• View a list of service-related taxonomy nodes that provides examples of service
data, offerings, catalog items, and the relationships they share. Sample data also
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Tokyo IT Service Management
includes links to periphery data, such as providers, vendors, contracts, SLA definitions,
cost models, and more.
• Create and manage portfolios.
• Add new services to a portfolio.
• Create and oversee service categories and service lines.
• Create and manage the overall portfolio taxonomy.
Create and manage layers of services within the taxonomy for optimal organization.
• Access the Digital Portfolio Management application to monitor and manage
portfolio health and performance. Quickly view and summarize all information related
to a given portfolio and its component services. For information, see Digital Portfolio
Management.
Service owners benefit from the following system capabilities and can perform the
following tasks:
• View a list of services that provides service data, offerings, catalog items, and the
relationships they share. You can also access links to periphery data, such as providers,
vendors, contracts, SLA definitions, cost models, and more.
• Access the DPM application to monitor and manage services.
• Add new services and compare them for any redundancy.
• Evaluate services for business suitability.
• Incorporate appropriate data elements from service requirements, descriptions, and
relationships into a service record. For example, data from users or groups, cost
models, SLAs, vendors, and other related services.
• Establish governance and management of life-cycle states and approvals.
• Integrate with Change Management by obtaining and recording approval to
develop new services.
• Add services to a service catalog.
• Create a catalog item stub from the service offering.
• Link catalog items to service offerings.
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Tokyo IT Service Management
• Record request fulfillment.
• Build reporting for service and offering consumption based on request fulfillment.
• Link offerings and catalog items.
• Assess the value of a given service or offering based on indicators and data like
expenditures, tasks, and CSAT scores.
• Include services in the platform benchmarking framework with Benchmarks.
Integration with the Common Service Data Model (CSDM)
Improve service measurement and evaluation by using IT Service Management task
forms, including:
• Problem
• Change
• Continual Improvement Management
• Incident
Directly reference a service offering as the target of a problem, change, or incident to
maintain consistency with the CSDM. The system filters available offerings based on the
service selected.
View and define the Service Model reference field added to the Service and Offering
forms to integrate with the CSDM.
Service Portfolio Management services
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.
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Tokyo IT Service Management
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
create dependencies to these types of services and view and manage associated
service and offering details via the dependency tabs of the related list on the Service
and Service Offering forms as well as in Service Owner Workspace if activated.
Create offerings as children of services. Offerings are created in the Service Offering
[service_offering] table. Refer to Service offerings for more details.
You can designate services as Services I depend On or Services Dependent On Me via
form related lists.
Technical services
Although technical services are not added as part of your service portfolio taxonomy,
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.
Service Portfolio Management portfolios
A service portfolio presents an overall top-level view of your currently available services,
possible future services, and services that existed in the past. You can precisely evaluate
the impact that services have on your business and manage them in a single portfolio or
multiple portfolios with unique taxonomy structures, owners, and market scope.
Gain valuable knowledge about your service portfolio, including an overall
performance score and estimated spend. This knowledge helps you optimize your
service budgeting efforts and streamline your decision-making regarding adding new
services and retiring services that no longer benefit your business.
Note: Application functionality requires the activation of several Service Portfolio
Management plugins. Refer to Activate Service Portfolio Management for details.
Users with the portfolio_admin role can create a single service portfolio or multiple
portfolios. If your organization has multiple businesses, the ability to define multiple
portfolios enables you to segregate portfolios by business location, by vendor, or by
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Tokyo IT Service Management
Chief Information Officer (CIO). Portfolio Admins can add and remove services from the
portfolio, and determine how those services are categorized. Portfolio Admins can
update associated taxonomy layers and nodes.
Portfolio Admins can update portfolio data. Both Portfolio Admins and users with the
service_editor role can update services and service offerings, and also reparent
services.
Think of the service portfolio as a container that holds a hierarchical organization of
definable taxonomy layers and associated nodes, services, and service offerings.
Taxonomy in Service Portfolio Management refers to the classification of your portfolio
layers and associated services. Typically, taxonomy is structured from a general, highlevel perspective to a specific level, such as a service offering. With this dynamic
taxonomy structure, you can organize your service portfolios in a variety of ways.
To create a service portfolio, see Create portfolios.
Configuring Service Portfolio Management
Configure the settings for Service Portfolio Management.
• Installed with Service Portfolio Management
The core and foundation plugins provide the full functionality to use the Service
Portfolio Management application. Both plugins are active by default for users with
ITSM SKUs.
• Activate Service Portfolio Management
The Service Portfolio Management Core plugin (com.snc.service_portfolio_core) is
available by default for users with ITSM SKUs. You can activate additional available
related plugins for enhanced features and functionality.
• Service Portfolio Management activation administration
Service Portfolio Management includes several plugins to enable the organization,
documentation, and management of service portfolios within your IT business
department. Depending on the maturity of your IT business department, features and
functionality are available at both the foundation level and at the premium level, with
Service Owner Workspace.
• Service Portfolio Management users and roles
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Tokyo IT Service Management
IT teams work together to create, manage, and oversee service portfolios. The team
can consist of strategic, more supportive users, as well as operational, and critical dayto-day users. Roles assignment is contingent on the responsibilities and duties of each
team member.
• Set up Service Portfolio Management
Set up Service Portfolio Management to define services, document them, track
performance against defined availability commitments, and relay the performance
information in real-time to your stakeholders.
• Activate Service Portfolio Management Sample Content Pack
Activate the Service Portfolio Management Taxonomy Content Pack plugin
(com.snc.spm.content) to access a sample portfolio structure and service taxonomy.
This sample data offers a demonstration users can adopt to accelerate the creation
and management of a service portfolio.
Installed with Service Portfolio Management
The core and foundation plugins provide the full functionality to use the Service Portfolio
Management application. Both plugins are active by default for users with ITSM SKUs.
Note: The Application Files table lists the components that are installed with this
application. For instructions on how to access this table, see Find components
installed with an application.
The following two plugins enable you to use the full functionality of Service Portfolio
Management:
• Service Portfolio Management Core [com.snc.service_portfolio_core]
• Service Portfolio Management Foundation [com.snc.service_portfolio]
The Service Portfolio Management Foundation plugin automatically activates the
Service Portfolio Management Core plugin. Each plugin independently installs a set of
roles and tables.
If you install Service Builder from the ServiceNow Store, its plugin
[com.snc.service_builder] automatically installs. Service Builder uses the same role set as
Service Portfolio Management.
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Tokyo IT Service Management
Service Portfolio Management Core
Roles installed with Service Portfolio Management Core
Role title [name]
Description
Contains roles
Enables users to:
• Set up, create, edit, and
delete services and
service portfolios.
Portfolio admin
[portfolio_admin]
• Manage portfolios
including related
commitments and
availability.
• portfolio_editor
• service_admin
• sla_manager
• Update taxonomy layers
and nodes, services,
service offerings, and
reparent services.
Service Editor
[service_editor]
Service Viewer
[service_viewer]
Enables users to edit
services and service
offerings that they own or
are a delegate of.
service_viewer
Enables users to view all
services and service
offerings.
cmdb_read
Table installed with Service Portfolio Management Core
Table
Description
Offering
[service_offering]
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Extends the [cmdb_ci_service] table.
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Tokyo IT Service Management
Service Portfolio Management Foundation
Roles installed with Service Portfolio Management Foundation
Role title [name]
Description
Contains roles
Enables users to:
Portfolio editor
[portfolio_editor]
Portfolio viewer
[portfolio_viewer]
Service admin
[service_admin]
Service author
[service_author]
• Create, edit, and delete
services and service
portfolios.
• Update portfolios,
taxonomy layers and
nodes, services, service
offerings, and reparent
services.
• service_editor
• portfolio_viewers
• sla_manager
Enables users to view
portfolios, taxonomy layers,
taxonomy nodes, services,
and service offerings.
service_viewer
Enables users to set up,
create, edit, and delete
services and service
offerings.
service_author
Enables users to create,
edit, and delete services
and service offerings of
service_editor
which they are an owner or
have created.
Tables installed with Service Portfolio Management Foundation
Table
Description
Spm Service Portfolio
[spm_service_portfolio]
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Used to create or modify a service
portfolio.
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Tokyo IT Service Management
Table
Description
Spm Taxonomy Layer Definition
[spm_taxonomy_layer_definition]
Spm Taxonomy Node
[spm_taxonomy_node]
Service Subscribe Company
[service_subscribe_company]
Service Scope
[service_scope]
Service Subscribe Department
[service_subscribe_department]
Service Availability
[service_availability]
Service Subscribe Sys User
[service_subscribe_sys_user]
Sc Cat Item Subscribe Mtom
sc_cat_item_subscribe_mtom
Sc Cat Item Subscribe No Mtom
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Used to define the order of a taxonomy
layer associated with a service portfolio.
Used to create or modify a taxonomy
node associated with a service portfolio
and taxonomy layer.
Used to associate service offering
subscriptions to a specific company.
Used to stores user-defined limits to the
service levels of a service.
Used to associate service offering
subscriptions to a specific department.
Used to store the calculated availability
records of a service.
Used to create a module enabling you to
categorize subscribers by individual user.
Used to create a catalog item and make
it available for subscription.
Used to create an item while not making it
available for subscription.
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Tokyo IT Service Management
Table
Description
sc_cat_item_subscribe_no_mtom
Service Subscribe Location
service_subscribe_location
Sc Cat Item Service
sc_cat_item_service
Service Offering Commitment
service_offering_commitment
Service in Scope
service_in_scope
Service Subscribe Sys User Grp
service_subscribe_sys_user_grp
Service Commitment
service_commitment
Service Out Scope
service_out_scope
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Used to specify where a service offering is
located, by actual physical address.
Used to enter an item in the Service
Catalog.
Used to create and configure service
commitments by specifying order and
associating service offerings.
Used to create and define services In
Scope and specify the scope parameters.
Used to create a module enabling you to
categorize subscribers by group.
Used to store records from the Service
Commitments related list in the Service
Offerings form.
Used to create and define services Out of
Scope and specify the scope parameters.
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Tokyo IT Service Management
Activate Service Portfolio Management
The Service Portfolio Management Core plugin (com.snc.service_portfolio_core) is
available by default for users with ITSM SKUs. You can activate additional available
related plugins for enhanced features and functionality.
Before you begin
Role required: admin
About this task
The Service Portfolio Management Foundation plugin (com.snc.service_portfolio)
enables your organization to document portfolios, taxonomies, services, and service
offerings using a standardized, structured format. It contains demo data and activates
related plugins.
The premium Service Owner Workspace plugin (com.spm_owner_workspace) requires a
separate subscription and automatically activates the Service Portfolio Management
Premium plugin (com.snc.spm). Subscribe to Service Owner Workspace to enable
enhanced features and provide a superior Service Portfolio Management experience.
For details, refer to Service Owner Workspace. Refer to View subscription applications
and plugins to verify if your company has purchased a subscription for this premium
plugin.
The Service Portfolio Management Foundation plugin (com.snc.service_portfolio) is
activated out of the box and activates related plugins if they are not already active.
Related plugins for Service Portfolio Management Foundation
Plugin
Description
Service Portfolio Management Core
[com.snc.service_portfolio_core]
Service Catalog core applications
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Adds the Service Offering table
[service_offering] to the Configuration
Management Database (CMDB).
Available by default for users with ITSM
SKUs.
Enables integrations with the Service
Catalog application and its capabilities.
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Tokyo IT Service Management
Plugin
Description
[com.glideapp.servicecatalog]
Report Engine- use summary table for
reports
[com.glideapp.summary_report_engine]
Adds the glide.report_summary_engine
system property and enables the
Summary Sets reporting engine for all
reports within Service Portfolio
Management.
Several additional plugins offer increased functionality to Service Portfolio Management
Foundation. Activate these plugins to enhance your experience.
Additional plugins for Service Portfolio Management Foundation functionality
Plugin
Description
Service Portfolio Management SLA
Commitments
Adds SLA Commitment support to Service
Portfolio Management. Includes demo
[com.snc.service_portfolio.sla_commitmen
data.
t]
Service Portfolio Management Taxonomy
Content Pack
[com.snc.spm.content]
Provides sample taxonomy metadata,
complete with portfolio, layers, and
nodes. Demo data includes services and
service offerings, including related items,
such as SLAs, incidents, changes, and
more. Includes demo data.
Procedure
1. Navigate to All > System Applications > All Available Applications > All.
2. Find the plugin using the filter criteria and search bar.
You can search for the plugin by its name or ID. If you cannot find a plugin, you
might have to request it from ServiceNow personnel.
3. Select Install, and then in the Activate Plugin dialog box, select Activate.
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associated.
Tokyo IT Service Management
Note: When domain separation and delegated admin are enabled in an
instance, the administrative user must be in the global domain. Otherwise, the
following error appears: Application installation is unavailable because another
operation is running: Plugin Activation for <plugin name>.
Related reference
• Installed with Service Portfolio Management
Service Portfolio Management activation
administration
Service Portfolio Management includes several plugins to enable the organization,
documentation, and management of service portfolios within your IT business
department. Depending on the maturity of your IT business department, features and
functionality are available at both the foundation level and at the premium level, with
Service Owner Workspace.
Administrators can activate plugins and assign specific Service Portfolio Management
roles to system users.
Service Portfolio Management product applications
The following product application plugins are available:
Name
Description
Service Portfolio Management Core
Adds the Service Offering table
[service_offering] to the Configuration
Management Database (CMDB).
[com.snc.service_portfolio_core]
Available by default for ITSM SKUs.
Service Portfolio Management Foundation Enables your organization to document
portfolios, taxonomies, services, and
(com.snc.service_portfolio)
service offerings using a standard and
structured format.
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Tokyo IT Service Management
Name
Description
Adds demo data for Service Portfolio
Management and service level
agreement commitments.
Service Portfolio Management Foundation
Demo Data
(com.snc.service_portfolio.demo_data)
Service Owner Workspace
(com.spm_owner_workspace)
Note: If you installed the Service
Portfolio Management SLA
Commitments plugin
(com.snc.service_portfolio.sla_commit
ment) before the New York release,
this plugin activates the newer
version.
Enables enhanced features and provides
the Service Owner Workspace to the
Service Portfolio Management
environment.
Automatically activates the Service
Portfolio Management Premium plugin
(com.snc.spm).
Requires a separate subscription. Part of
ITSM Professional suite.
Service Portfolio Management Taxonomy Content Pack
You can also activate the Service Portfolio Management Taxonomy Content Pack
plugin [com.snc.spm.content]. This plugin contains demo data and provides sample
taxonomy metadata, complete with portfolio, taxonomy layers, and nodes. Users can
view services and service offerings, including related items, such as SLAs, incidents,
changes, and more as a demonstration.
Portfolio managers benefit from the Service Portfolio Management Taxonomy Content
Pack because it provides a useful example of how service portfolios and services are
constructed within the application. This example results in faster modeling of an
organization's service portfolio. Also, often portfolio managers must quickly provide the
organization an example of a portfolio structure to accelerate decision making
regarding business approach.
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associated.
Tokyo IT Service Management
Service Portfolio Management users and roles
IT teams work together to create, manage, and oversee service portfolios. The team
can consist of strategic, more supportive users, as well as operational, and critical dayto-day users. Roles assignment is contingent on the responsibilities and duties of each
team member.
Typical users
A team of people work together to create, manage, and oversee service portfolios. The
team can consist of both strategic and operational roles. Team members may
participate in more than one role and often share roles with others. Here are the typical
roles that use Service Portfolio Management.
Portfolio owner
Strategic role where the person has overall authority and accountability for an entire IT
service portfolio, typically at the CIO level. The portfolio owner's goal is to deliver a
portfolio that offers value to the organization. There is only one portfolio owner for each
portfolio.
Portfolio manager
Operational role involved with overall administrative capabilities over a portfolio. This
role creates and edits portfolio records of all types.
Service owner
Strategic role that owns services. Typically this person is at the director-level within IT and
has end-to-end accountability for a given service and its offerings through the full life
cycle. This person often owns more than one service and may even own a branch of
services. Service owners are not heavily involved in the day-to-day operation of the
service.
Service manager
Operational role that manages services. Typically this person is at the director-level
within IT and is responsible for the day-to-day delivery and operation of a service.
Occasionally, the service owner and service manager are the same person.
Process owner
Strategic role external to the ownership and management of a portfolio or service. This
person is responsible for defining and evolving the services, taxonomy, policies,
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Tokyo IT Service Management
procedures, governance, roles, and responsibilities over time. The process owner's goal is
to progress service portfolio management maturity for the business.
Process manager
Operational role external to the ownership and management of a portfolio or service.
This person is responsible for ensuring consistency of the portfolios and services within the
portfolios across the IT organization. This person also ensures that the policies,
procedures, and governance are upheld, as determined by the Process Owner.
Occasionally, the process owner and process manager are the same person.
Role descriptions
Admins and portfolio admins assign roles to system users based on functions, duties, and
responsibilities. Users can perform the necessary functions within the service portfolio,
taxonomies, services, and service offerings they are responsible for, based on assigned
roles.
Admin roles
Role
Description
• Assigns Service Portfolio Management
roles to other users.
Admin [admin]
Portfolio admin [portfolio_admin]
• Assign roles to users based on individual
access requirements to create, read,
update, and delete records.
Assigns Service Portfolio Management
roles to other users.
Non-Admin roles
Role
Description
Portfolio owner [portfolio_editor]
• Strategic role that has overall authority
and accountability for an entire IT
service portfolio.
• Typically is an executive level person.
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associated.
Tokyo IT Service Management
Role
Description
• Goal is to deliver a portfolio that offers
value to the organization.
• Assigns roles to users based on individual
access requirements to create, read,
update, and delete records.
• Reads and updated the entire portfolio
that they own.
• Doesn't have access to taxonomies
within other portfolios that they do not
own.
Portfolio admin [portfolio_admin]
Operational role that assigns roles to other
users.
• Operational role involved with overall
administrative capabilities over a
portfolio.
Portfolio manager [portfolio_admin]
Service owner [portfolio_viewer] and
[service_editor]
• Creates, edits, and deletes portfolio
records of all types, including taxonomy
levels, nodes, services, service offerings,
relationships, and performance criteria
for the entire business.
• Strategic role that owns services.
• Typically is a director-level within IT.
• Has end-to-end accountability for a
given service and its offerings through
the full life cycle.
• Often owns more than one service and
may even own a branch of services.
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Tokyo IT Service Management
Role
Description
• Can read all portfolios and existing
taxonomy assets, services, and service
offerings but can only update services
and service offerings that they own or
delegate.
• Can add subscriber groups, locations,
departments, companies, and users.
• Cannot change a parent service nor the
service owner.
• Not involved in the day-to-day
operations of the service.
• Operational role involved in the
management of a service. This person is
designated as an editor of a set of
services, potentially delegating for
multiple service owners.
• Service owner delegates can read
portfolios and existing taxonomy assets,
Service owner delegate [portfolio_viewer]
services, and service offerings. However,
and [service_editor]
they can only update services and
service offerings that they delegate.
• Service owner delegates cannot assign
another parent to services or change
the service owner.
• Can add subscriber groups, locations,
departments, companies, and users.
Service manager [portfolio_admin]
• Operational role that manages services.
• Typically at the director-level within IT
and is responsible for the day-to-day
delivery and operation of a service.
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Role
Description
• Occasionally, the service owner and
service manager are the same person.
• Strategic role external to the ownership
and management of a portfolio or
service.
Process owner
• Responsible for defining and evolving
the services, taxonomy, policies,
procedures, parents, governance, roles,
and responsibilities over time.
• Primary goal is to improve the
management of service portfolios.
• Operational role external to the
ownership and management of a
portfolio or service.
Process manager
• Responsible for consistent portfolios and
services across the IT organization.
• Ensures that the policies, procedures,
and governance are upheld, as
determined by the Process Owner.
• Occasionally, the process owner and
process manager are the same person.
For more details on role titles and tables, refer to Installed with Service Portfolio
Management Service Portfolio Management. For an overview on roles with the Now
Platform, refer to User administration.
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Tokyo IT Service Management
Set up Service Portfolio Management
Set up Service Portfolio Management to define services, document them, track
performance against defined availability commitments, and relay the performance
information in real-time to your stakeholders.
Before you begin
Role required: portfolio_admin or service_editor
Procedure
1. Define the service offerings and commitments.
Create service offering records that define different levels of service for an existing
service. For example, you might offer two levels of desktop support in your
organization. You offer a standard offering for upgrades and virus protection and an
executive offering that also includes availability guarantee. For more information,
see Service offerings and Add a commitment to a service offering.
2. Define the scope of the service offerings.
Scope in Service Portfolio Management refers to the detailed service parameters
that define the limits of a service. Define specific additional services related to the
service as In Scope or Out of Scope. For instructions about applying scope
definitions to services, refer to Apply scope to a service.
3. Configure the price of the service offering.
Each service offering may have a pricing model and a price unit. Values are set on
the parent service and inherited by the offerings. The actual price per unit that is
charged for the service is established in the offering. For information about price
modeling, refer to Set service offering price models and units and Service Portfolio
Management service offering price.
4. Configure the service catalog for the end user.
All the data created in the previous steps displays on the service catalog page for a
service. The layout is not configurable, but an administrator can control how the
service is categorized and who can view the service in the catalog. For information,
see Service Catalog administration.
5. Subscribe to service offerings.
With Service Portfolio Management, service owners can subscribe various business
entities to Service offerings.
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associated.
Tokyo IT Service Management
Activate Service Portfolio Management Sample
Content Pack
Activate the Service Portfolio Management Taxonomy Content Pack plugin
(com.snc.spm.content) to access a sample portfolio structure and service taxonomy.
This sample data offers a demonstration users can adopt to accelerate the creation
and management of a service portfolio.
Before you begin
Role required: admin or portfolio_admin
About this task
Note: The Service Portfolio Management Taxonomy Content Pack data is best
viewed in Service Owner Workspace. For details about accessing this workspace
through a Service Owner Workspace subscription, refer to Service Owner
Workspace.
The Service Portfolio Management Taxonomy Content Pack plugin
(com.snc.spm.content), contains demo data and provides sample taxonomy structure
metadata. Users can quickly and efficiently implement portfolios and associated
taxonomies.
Gain access to a sample list of services that provides examples of service data,
offerings, catalog items, and the relationships they share. Link to periphery example
data, such as vendors and contracts, SLA definitions, cost models, and more.
After sample data loads, use it as a starting point to create and manage your service
portfolios. You can view sample content in the Service Portfolios module of the Service
Portfolio Management application as Sample IT Services Portfolio. Alternatively, if
subscribed to and activated, users can view this data in Service Owner Workspace.
Procedure
1. Navigate to All > System Applications > All Available Applications > All.
2. Find the plugin using the filter criteria and search bar.
You can search for the plugin by its name or ID. If you cannot find a plugin, you
might have to request it from ServiceNow personnel.
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Tokyo IT Service Management
3. Select Install, and then in the Activate Plugin dialog box, select Activate.
Note: When domain separation and delegated admin are enabled in an
instance, the administrative user must be in the global domain. Otherwise, the
following error appears: Application installation is unavailable because another
operation is running: Plugin Activation for <plugin name>.
• View Service Portfolio Management sample IT services portfolio content
Access, view, and analyze the Service Portfolio Management sample IT services
portfolio content to plan and create your service portfolio. Consider the sample
structure as a starting point. You can add to it or modify it to suit the specific needs of
your organization.
View Service Portfolio Management sample IT services
portfolio content
Access, view, and analyze the Service Portfolio Management sample IT services portfolio
content to plan and create your service portfolio. Consider the sample structure as a
starting point. You can add to it or modify it to suit the specific needs of your
organization.
Before you begin
Role required: portfolio_admin, service_editor, or service_viewer
About this task
Sample IT service portfolio content provides both usable data, in the form of portfolios,
taxonomy layers, and taxonomy nodes. It also provides demo data in the form of
services, service offerings, incidents, commitments, and more.
Sample IT service portfolio content is available for view by anyone with a Service
Portfolio Management -related assigned role. Only users with the Portfolio Admin
[portfolio_admin] or Service Editor [service_editor] role can create and manage the
levels and nodes of a service portfolio based on the structure and presented sample
content.
You can view the sample content in the Service Portfolios module in the Service Portfolio
Management application. Sample content is best viewed in Service Owner Workspace,
provided you have subscribed to and activated the Service Owner Workspace plugin
(com.spm_owner_workspace).
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associated.
Tokyo IT Service Management
Note: For details about accessing Service Owner Workspace, refer to Activate
Service Owner Workspace.
Procedure
1. Navigate to Service Portfolio Management.
2. To view the sample IT service portfolio, click either Service Owner Workspace, if
activated, or Service Portfolios.
3. In the Service Owner Workspace, click All Services to reveal the sample list of
service-related taxonomy nodes. Alternatively, on the Service Portfolio form in
platform view, click Sample IT Services Portfolio and then the Taxonomy Nodes
Related List to see the sample list of service-related nodes.
A list of sample IT service-related nodes appear including:
• Software Management
• Hardware Support
• IT Management and Consulting
• Network Support
• Data Center Management
• Software Support
4. Click a service-related taxonomy node in platform view, or expand a service in the
Service Owner Workspace to view associated information.
5. Study the sample IT service portfolio and its taxonomy layers and nodes to
understand the basic structure.
Using Service Portfolio Management
In Service Portfolio Management enables you to create services, service offerings, and
assign them to service portfolios.
• Create portfolios
You can create a single service portfolio or multiple service portfolios, each with its
own taxonomy structure. Creating a service portfolio presents an overall view of your
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associated.
Tokyo IT Service Management
currently available IT services, what services may be available in the future, and what
services existed in the past.
• Service Portfolio Management taxonomy
Service Portfolio Management uses a taxonomy to classify containers of services your
organization provides and manages via a service portfolio. A service portfolio can
contain multiple elemental layers—from general to specific—that provide the
hierarchical top-to-bottom structure of your portfolio.
• Create a service
Create services that benefit and add value to your internal organization and external
customers and users.
• Apply scope to a service
Define the limits of a service with scope details to grant or deny specific service views.
Out of Scope items define what a service cannot provide and In Scope items define
what a service provides. For example, nightly backups may be In Scope for the
Desktop Support service, but Out of Scope for the Disaster Recovery service.
• Service offerings
A service offering derives from a service, refining the parent service to a specific
business need and performance level.
• Log outages
Log outages to adjust your service commitment availability.
• View availability results
Availability calculations are available for services, application services, and service
offerings. After service offerings and availability commitments are set up in Service
Portfolio Management, you can view the results by an automated report.
• Convert services in bulk
Convert multiple services from the main Configuration Management Database
(CMDB) service table to one of the dedicated child tables for a business service or for
a technical service.
• Service Level Agreement (SLA) results
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Tokyo IT Service Management
Service Portfolio Management leverages the Service Level Management application
and includes a module to manage your Service Level Agreement (SLA) definitions and
results.
Create portfolios
You can create a single service portfolio or multiple service portfolios, each with its own
taxonomy structure. Creating a service portfolio presents an overall view of your
currently available IT services, what services may be available in the future, and what
services existed in the past.
Before you begin
Role required: portfolio_admin
About this task
Creating a service portfolio is the first step before you define taxonomy layers and nodes
and populate it with services and service offerings. Once you create the service
portfolio, you can edit it within the platform and monitor its performance in Service
Owner Workspace. For details on accessing Service Owner Workspace, refer to Service
Owner Workspace.
Procedure
1. To create a new service portfolio, navigate to Service Portfolio Management >
Service Portfolios and click New. Alternatively, to edit an existing service portfolio,
click the name of the service portfolio to open the form. Change any of the form
field data as needed.
To delete an existing service portfolio, click Delete Portfolio and Taxonomy.
2. Fill in or edit the form fields.
Service Portfolio
Field
Description
Name
Unique name that reflects the nature of
the service portfolio, for example, IT
Service Portfolio.
Short description
Brief detail about the service portfolio.
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Field
Description
Description
Comprehensive details about the
service portfolio, such as, Software and
Network Support Tiers.
Market scope
Detailed service parameters that define
the limits of a service. For example, who
uses the portfolio services.
Service portfolio owner
Person who owns the portfolio, typically
at the CIO level. This person has the
portfolio_editor role and can view and
update owned portfolios only.
Service portfolio manager
Person authorized to manage the
service portfolio. This person has the
portfolio_admin role and can create,
read, update, and delete portfolio
records of all types, including portfolios,
taxonomy levels and nodes, services,
service offerings, relationships, and
performance criteria for the entire
business.
Upper performance score threshold
Note: Appears with a Service
Owner Workspace subscription.
Lower performance score threshold
Note: Appears with a Service
Owner Workspace subscription.
Designated low threshold percentage
point below which the indicators
change from amber to red in Service
Owner Workspace. Default is 60.
The most recent performance score for
the entire portfolio of services.
Performance score
Add default performance metrics
Note: Appears with a Service
Owner Workspace subscription.
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Designated high threshold percentage
point above which the indicators
change from amber to green in Service
Owner Workspace. Default is 80.
By default, automatically adds five
default metrics when you create a new
service portfolio. You can choose not to
add the metrics by deselecting the box.
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Field
Description
Default metrics added include:
• Availability
• Customer Satisfaction
• Critical Incidents
• Activity
• Breached SLA
Note: Field is hidden on Service
Portfolio records. It only appears
when creating a new record.
When active, automatically create oneto-many offerings on a newly created
service within a service portfolio or when
adding a service to an existing service
portfolio.
Auto-create service offerings
Evenly weight performance metrics for
new offerings
Note: Appears with a Service
Owner Workspace subscription.
When active, each time an offering is
created as part of this portfolio, the
performance weight of each metric is
evenly distributed. For example, each
default metric is weighted at 20%.
Estimated Spend details for the portfolio display if you have integrated with Financial
Management and have configured the Estimated SpendCost model field on the
Service Offering form.
3. Click Submit to save your service portfolio or click Update after editing a service
portfolio.
The newly created service portfolio appears in the Service Portfolios module list.
4. Click the newly created service portfolio name in the list.
The Taxonomy Nodes, Portfolio Metrics, and Taxonomy Node Weights Related Lists
appear on the Service Portfolio form. Refer to Service Portfolio Management
taxonomy for detailed information regarding creating and adding taxonomy nodes
within your service portfolio structure.
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Service Portfolio Management taxonomy
Service Portfolio Management uses a taxonomy to classify containers of services your
organization provides and manages via a service portfolio. A service portfolio can
contain multiple elemental layers—from general to specific—that provide the
hierarchical top-to-bottom structure of your portfolio.
Taxonomy structure
The Service Portfolio Management taxonomy structure is a framework for organizing and
managing your services.
The taxonomy framework ends where your services begin. For example, your structural
framework may contain, at its highest level, a taxonomy layer named Tier. The Tier layer
may contain several taxonomy nodes, named, for example, Software Support Tier and
Network Support Tier. The Tier layer may contain a sublevel taxonomy layer named
Category. This second-level Category layer may also contain several taxonomy nodes,
such as Virtual Machines Category, Archiving Category, and Networking Category.
Leaf nodes comprise the bottom-level of the taxonomy structure and contain
associated services. The services contain the associated service offerings. This taxonomy
structure presents as an organized hierarchical structure.
Note: Your taxonomy structure can have multiple layers. The bottom-level layer
nodes are the leaf nodes and they contain services.
Taxonomy layer and node definitions
Build your service portfolio by defining your taxonomy layers and nodes. Taxonomy
layers are high-level containers for the associated taxonomy nodes. Nodes represent all
the available branches for that layer. For example, a layer named Tier may contain two
nodes or branches named Software Support Tier and Network Support Tier.
Taxonomy layer creation and modification
Users with the portfolio_admin role can create, view, update, and delete taxonomy
layers. Users with the portfolio_editor role can update existing layers. When creating a
taxonomy layer, you must provide a layer name, specify the order of appearance in the
hierarchical structure, and associate the layer to a service portfolio.
There is no limit to how many taxonomy layers you can create. To create nodes and
attach services in a service portfolio, your portfolio must contain at least one taxonomy
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layer. Nodes are added to layers as children of a parent node. You cannot add nodes
to any random layer. A node must be attached to a parent node in the parent layer.
Order layers according to how they appear in the taxonomy structure. A layer with the
Order number 100, appears at the top of the service portfolio structure and contains all
other elements below it.
If nodes exist in a taxonomy layer, you cannot delete or reorganize that layer. To delete
or reorganize the layer, move the nodes to a new or existing layer.
Taxonomy node creation and modification
Users with the portfolio_admin role can create, view, update, and delete taxonomy
nodes. Parent nodes create the taxonomy structure within a layer. When creating a
taxonomy node, you must provide a node name, and associate the node to a parent
node and taxonomy layer.
There is no limit to how many taxonomy nodes you can create within a layer. To create
nodes and attach services in a service portfolio, your portfolio must contain at least one
taxonomy layer.
You can reparent a node by changing the Parent value on the Taxonomy Node form.
• You can reparent a node to another node at the same taxonomy layer.
• You can reparent multiple nodes simultaneously using list view in the application.
Child nodes display in a related list on the Taxonomy Node form, enabling you to browse
deeper into the hierarchical service portfolio structure.
Leaf nodes at the bottom of the hierarchical structure contain a Related List of
associated services. Create new services from or add existing services by modifying the
Taxonomy Node field on the Service form.
• Create taxonomy layer definitions
Create an unlimited number of taxonomy layers to organize, label, and manage your
service portfolio. Taxonomy layers represent the highest containment levels of your
service portfolio. Each level supports branches, or nodes, that contain child nodes or
services in a hierarchical top-to-bottom structure.
• Create taxonomy nodes
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Create an unlimited number of nodes, or branches, and add them to your service
portfolio taxonomy layers. By configuring taxonomy nodes, you can successfully
achieve a highly detailed and organized service portfolio containing multiple
elemental layers—from general to specific.
Create taxonomy layer definitions
Create an unlimited number of taxonomy layers to organize, label, and manage your
service portfolio. Taxonomy layers represent the highest containment levels of your
service portfolio. Each level supports branches, or nodes, that contain child nodes or
services in a hierarchical top-to-bottom structure.
Before you begin
Role required: portfolio_admin
About this task
Opening the Taxonomy Layer Definitions module displays a list of all existing layers
defined for all service portfolios.
By default, the service portfolio name associated with the taxonomy layer is listed in the
first Service portfolio column of the list. The service portfolio is the parent element to the
taxonomy layer. Existing taxonomy layers appear in the Name column, and are
chronologically sorted in the Order column. Your layer with order number 100 is always
at the top, followed by order number 200, and so on.
Always associated taxonomy layers with a parent service portfolio. Example layers for an
IT services portfolio might include the following taxonomy layers:
• Service Class
• Service Group
If the Service Portfolio Management Taxonomy Content Pack [com.snc.spm.content]
plugin sample data is activated on your instance, review the provided taxonomy data
to gain an understanding of how to best define your taxonomy layers. Refer to Activate
Service Portfolio Management Sample Content Pack for more details.
Procedure
1. To create a new taxonomy layer definition, navigate to Service Portfolio
Management > Taxonomy Layer Definitions and click New. Alternatively, to edit an
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existing taxonomy layer definition, click the name of the taxonomy layer definition to
open the form. Change any of the form field data as needed.
2. Fill in or edit the form fields.
Taxonomy Layer Definitions
Field
Description
Name
Unique name that defines the purpose
of the taxonomy layer, for example, Tier,
as in software support tier or network
support tier.
Value that represents the hierarchical
level where the taxonomy layer will exist.
1 is the highest level, with each
chronological number following at a
lower level.
Order
Note: Layer ordering is locked and
cannot be changed when a node
is created for any layer in a service
portfolio. Nodes cannot be added
to layers if there is a gap in the layer
order.
Service Portfolio
Service portfolio for which the taxonomy
layer is associated.
Short description
Brief detail about the taxonomy layer
purpose.
3. Click Submit to save your service portfolio or click Update after editing a taxonomy
layer.
4. Click the newly created taxonomy layer definition in the list.
The Taxonomy Nodes and Portfolio Metrics Related Lists appear on the Service
Portfolio form. Refer to Service Portfolio Management taxonomy for detailed
information regarding creating and adding taxonomy nodes within your service
portfolio structure.
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Tokyo IT Service Management
Create taxonomy nodes
Create an unlimited number of nodes, or branches, and add them to your service
portfolio taxonomy layers. By configuring taxonomy nodes, you can successfully achieve
a highly detailed and organized service portfolio containing multiple elemental layers—
from general to specific.
Before you begin
Role required: portfolio_admin
About this task
Add new nodes as needed and edit existing nodes, as well as reparent nodes or delete
nodes. You can reparent a node to another node at the same taxonomy layer.
In Service Portfolio Management, taxonomy nodes typically represent service types
within the configured taxonomy layers. These types act as containers for child nodes or
services. Examples for an IT services portfolio could include the following taxonomy
nodes:
• Data Center Management
• Hardware Support
• Software Management
If the Service Portfolio Management Taxonomy Content Pack [com.snc.spm.content]
plugin sample data is activated on your instance, review the provided taxonomy data
to gain an understanding of how to best define your taxonomy layers. Refer to Activate
Service Portfolio Management Sample Content Pack for more details.
Procedure
1. To create a new taxonomy node, navigate to Service Portfolio Management >
Taxonomy Nodes and click New. Alternatively, to edit an existing taxonomy node,
click the name of the taxonomy node to open the form. Change any of the form
field data as needed.
To delete an existing node, click Delete.
2. Fill in or edit the form fields.
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Tokyo IT Service Management
Taxonomy Node
Field
Description
Name
Unique name that defines the purpose
of the node.
Short description
Brief detail about the taxonomy node
purpose.
Description
In-depth details about the node.
Service portfolio
Service portfolio this taxonomy node is
associated with.
Taxonomy layer
Taxonomy layer this node is associated
with.
Parent
Taxonomy node to which the taxonomy
node is associated. Use this form field to
reparent a node at the same taxonomy
level.
Owned by
Owner of the taxonomy node.
Valid from
The date the taxonomy code is valid.
Valid to
The date the taxonomy code is no
longer valid.
Performance score
Most recent performance score for this
node. The performance score is
calculated by a nightly script.
Note: Appears with a Service
Owner Workspace subscription.
Note: Only an admin can change
the score, if necessary.
3. Right-click in the header to save or click Submit to save your taxonomy node.
Alternatively, you can click Update after editing an existing taxonomy node.
4. If available, to edit or define the taxonomy node weights, click the Edit Weights
Related Link to edit existing child service weights or child node weights. Alternatively,
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Tokyo IT Service Management
you can navigate to Service Portfolio Management > Taxonomy Nodes and find a
node in the list. Click to open the form.
Note: The Edit Weights Related Link appears with a Service Owner Workspace
subscription. Weight values for associated child nodes are specified at the
service offering level via the Edit Metric Weights Related Link on the Service
Offering form.
5. Specify weight values for each associated child node.
Total weight must equal 100 percent. For more information on weights and
specifying weight values, refer to Service Owner Workspace performance metrics.
6. Review Related List records. Depending on the type of node, whether it is a leaf
node or a non-leaf node, Related Lists display the following associated data.
Option
Description
Taxonomy Nodes
List of all associated child nodes. You
can edit an existing child node by
clicking a Taxonomy Node name.
Create a new child node by clicking
New and completing the Taxonomy
Node form.
Services
List of all associated services shown for
leaf nodes. Edit the list by clicking Edit
and making changes to the form. You
can select a service in the Related List
to modify and update. Create a new
associated service by clicking New and
completing the Service form. Refer to
Create a service.
Create a service
Create services that benefit and add value to your internal organization and external
customers and users.
Before you begin
Role required: portfolio_admin or service_editor
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About this task
All occurrences of the table and reference field label Business Service throughout the
product have changed to Service. For example, the Business Service form has changed
to Service form.
Note: This change is for new instances only and does not affect existing upgraded
instances.
Procedure
1. To create a service, navigate to Service Portfolio Management > Services and
select New. Alternatively, to edit an existing service, click the name of the service to
open the form. Change any of the form field data as needed.
To delete an existing service, select the delete button in the form header.
2. On the form, fill in the fields.
Service form header
Field
Description
Name
Unique name that reflects the nature of
the service.
Service portfolio
Service portfolio this service is
associated with.
Taxonomy node
Taxonomy leaf node within a portfolio
this service is associated with.
Phase
Phase that the service is in. Available
values are: Pipeline, Catalog, and
Retired.
Status
Status of the service per phase.
Short Description
Type of service. Available values are:
Business Service, Technical Service, and
Application Service.
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Field
Description
Performance score
Note: Appears with a Service
Owner Workspace subscription.
Most recent performance score.
Populated after the service is active. The
performance score is calculated by a
nightly script and cannot be changed
by the user.
CSAT score
Note: Appears with a Service
Owner Workspace subscription.
Customer service feedback score.
Owned by
Service owner responsible for this service
in the organization.
Delivery manager
The delivery manager for the service.
Business relation manager
Relationship manager for this service.
3. Select the General tab.
4. On the form, fill in the fields.
Service form General tab
Field
Description
Number
Automatically generated unique
identification for a new service record.
Its value consists of a 'BSN' string and a
unique number. Other forms and scripts
can reference this identification.
The Number field is visible with the
Service Portfolio form view.
Note: The Number field in service
records that were created before
the field was added, is null.
Version
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Field
Description
Aliases
Other names used for this service.
Service classification
Type of service. Available values are:
Business Service, Technical Service, and
Application Service.
Consumer type
Type of consumer. Available values are:
Internal, External, and Internal and
External.
Start date
Date the service is available.
End date
Date the service is retired.
Last review date
Date the service was last reviewed.
5. Select the Team tab.
6. On the form, fill in the fields.
Service form Team tab
Field
Description
Delegate
Person authorized to manage the
service on behalf of the service owner.
Business contact
Person to contact for issues related to
this service.
Vendor
The vendor providing this service.
Stakeholders
People with an interest or concern
regarding this service.
7. Select the Business Need tab.
8. On the form, fill in the fields.
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Service form Business Need tab
Field
Description
Business need
Business need this service supports.
Business criticality
Criticality level that defines the
importance of the service in your
organization.
9. After completing the form, right-click in the header bar and select Save from the
pop-up menu.
The related lists for the service appear. View associated or create new:
• Offerings
• In Scope
• Out of Scope
• Services I depend On
• Services Dependent On Me
• Incidents
• Problems
• Change Requests
• Other tasks
• Knowledge Articles
• Service Offering Node Weights
• Improvement Initiatives
10. Select Submit to save your service or select Update after editing a service.
Apply scope to a service
Define the limits of a service with scope details to grant or deny specific service views.
Out of Scope items define what a service cannot provide and In Scope items define
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what a service provides. For example, nightly backups may be In Scope for the Desktop
Support service, but Out of Scope for the Disaster Recovery service.
Before you begin
Role required: portfolio_admin or service_editor
About this task
The In Scope and Out of Scope definitions appear in the service catalog page that
users see when they access the service catalog.
To view the list of scope entries in your system, enter service_scope.list in the
navigator and press the Enter key.
Procedure
1. Navigate to All > Service Portfolio Management > Services.
2. Select the name of a service for which you want to define scope.
Only a parent service can have scope.
3. In the In Scope or Out of Scope related list, select New to create a new definition or
select Edit to add the scope to the In Scope or Out of Scope list for the service.
Configure scope with anything that is pertinent to the service and helps define the
limits of the service.
4. Give the scope item a descriptive name and provide details in the Description field.
5. Select Submit.
Service offerings
A service offering derives from a service, refining the parent service to a specific business
need and performance level.
Service offerings and commitments
Offering records define different levels of performance for an existing service. For
example, you might offer two levels of desktop support in your organization. You can
offer a standard offering for upgrades and virus protection and an executive offering
that also includes availability guarantee.
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Service offering types include business service offerings and technical service offerings.
Create a complete set of service offerings defined by commitments that define the
specifics of the offering. Each service must have at least one defined offering to move
to the Catalog phase. This is because service offerings are where you define Service
Level Agreements (SLAs) and where metrics are collated.
For detailed information about SLAs, including SLA definitions and results, refer to Service
Level Management.
Service offering pricing
Each service offering may have a pricing model and a price unit. Use this pricing data
towards creating catalog items.
Service offering subscriptions
You can subscribe different entities to a service offering. This data is then used to
determine the total subscriber count on the offering form.
Technical service offerings
Technical service offerings can be shown as inherited relationships to business services
and offerings. They are not included in metric models and do not use the weighting
model.
Re-parenting service offering types
You can change a service offering parent from one type of service to another. For
example, changing an offering parent from a business service to a technical service or
vice versa. Offerings cannot be re-parented to an application service. Some important
information and guidelines concerning re-parenting service offering types, include:
• When you change the offering parent from a business service to a technical service
you will receive a message alerting you that performance scoring is not available with
technical service offerings.
• When you re-parent from one service type to another, existing weighting rules will
apply.
• If you try to re-parent and the parent service is in Catalog phase with only one
offering, you will receive a message that you cannot make this change.
• If the metric weight on the parent service is >0, you will receive a message alerting you
to adjust the data before re-parenting the offering. You cannot re-parent the offering
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to a different service type until the weight for the offering on the former service type is
set to zero.
Service offering topics in this section
• Create a service offering
Create service offerings to define services, document them, track performance
against defined availability commitments, and relay the performance information in
real time to your end users.
• Add a commitment to a service offering
Service commitments are specific services that define the unique availability
guarantees, scope, and pricing for a service offering.
• Subscribe users to a service offering
Subscribe users to a service offering. This functionality also applies to subscribing
companies, locations, groups, and departments to service offerings when that
foundational data is available.
• Service Portfolio Management service offering price
Service offerings inherit the pricing structure of the associated parent service. If the
price model for each service offering in Service Portfolio Management is defined in the
parent service as per unit, then each service offering must also have an associated
price unit. The actual price for that unit is established in the service offering record.
• Set service offering price models and units
Define the pricing structure for a service offering to use either a per unit price model or
a fixed price model.
Create a service offering
Create service offerings to define services, document them, track performance against
defined availability commitments, and relay the performance information in real time to
your end users.
Before you begin
Role required: portfolio_admin
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About this task
Often, data defined on the service and its child offerings is identical. For example, the
same person may own a service and its offerings, as defined in the Owned by field on
the Service form. However, flexibility exists for defined data to be different between
services and child offerings if the organization desires. For example, one person may
own the service while another person owns the child offering.
Link service offerings to catalog items required to provision a service. Each service
offering has commitments, which in turn, have service level agreements.
A service offering consists of a set of service commitments which uniquely define the
level of service in terms of availability, scope, and pricing. For example, an organization
may offer two levels of Desktop Support in your organization. A Standard offering of
upgrades and virus protection. And an Executive offering with the standard
commitments plus some type of availability guarantee, such as 98% availability from 8-5
on weekdays.
When an offering is added to a service for the first time, some Offering form field values
are inherited from the parent Service record. These form fields are: Owned by, Business
criticality, Delivery Manager, and Delegate. When an offering is added and the parent
Service record has empty field values, these fields are also empty on the Offering
record. When you first insert an offering into a service, the parent Service record field
values will overwrite any existing values in the Offering record. You can update the fields
after you have added the offering, if necessary.
Procedure
1. To create a new service offering, navigate to Service Portfolio Management >
Service Offerings and select New. Alternatively, to edit an existing service offering,
select the name of the service offering to open the form. Change any of the form
field data as needed.
To delete an existing service, select the delete button in the form header.
2. Fill in the form fields.
Offering form
Field
Description
Name
Unique name that reflects the nature of
the service.
Parent
The parent service.
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Field
Description
Phase
Phase that the service is in. Available
values are: Pipeline, Catalog, and
Retired.
Status
Status of the service per phase.
Description
Description of the service.
Performance score
Most recent performance score.
Populated after the service is active. The
performance score is calculated by a
nightly script.
Note: Appears with a Service
Owner Workspace subscription.
Note: Only an admin can change
the score, if necessary.
CSAT score
Note: Appears with a Service
Owner Workspace subscription.
Total Subscribers
Note: Appears with a Service
Owner Workspace subscription.
Customer service feedback score.
Number of subscriptions for this service
offering. Total subscribers is calculated
by a nightly script.
Note: Only an admin can change
the score, if necessary.
Service owner responsible for this service
in the organization.
Owned by
Note: This value is inherited from
the parent Service record, but you
can update.
3. Select the General tab to complete the General section of the form.
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Field
Description
Aliases
Other names used for this service.
Degree of how critical this service
offering is to the business. You can base
a demand response strategy off this
value.
Business criticality
Note: This value is inherited from
the parent Service record, but you
can update.
Consumer type
Type of consumer. Available values are:
Internal and External.
Service classification
Type of service. Available values are:
Business Service, Technical Service, and
Application Service.
CSAT Survey Frequency
Note: Appears with a Service
Owner Workspace subscription.
How often a customer satisfaction
survey is sent.
CSAT Survey Last Sent
Note: Appears with a Service
Owner Workspace subscription.
Last time a customer satisfaction survey
was sent.
Version
Version of the service offering.
Start date
Date the service is available.
End date
Date the service is retired.
Location
Physical location of the service.
4. Select the Team tab to complete the Team section of the form.
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Field
Description
The delivery manager for this service.
Delivery Manager
Note: This value is inherited from
the parent Service record, but you
can update.
Person authorized to manage the
service along with the service owner.
Delegate
Note: This value is inherited from
the parent Service record, but you
can update.
Support group
Group managing the service.
Vendor
The vendor providing this service.
Stakeholders
People with an interest or concern
regarding this service.
5. Select the Price tab to complete the Price section of the form.
Field
Description
Pricing structure for a service offering as
defined in the parent service.
Price model
Price unit
The Price model field is read-only. This
value is set in the parent service.
Short name of the unit for this service.
Appears when Per Unit is chosen for the
Price Model type in the parent service.
The Price unit field is read-only. This value
is set in the parent service.
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Field
Description
Price
Price and currency.
Unit Description
Longer description of a unit of this
offering.
6. Select the Operations tab to complete the Operations section of the form.
Field
Description
Contract
Associated contract number.
Maintenance schedule
Time during which maintenance is
scheduled.
Service level requirement
Field captures the requirements, which
include the service level agreements
and service level targets, for the service.
Prerequisites
Prerequisites for this service offering.
Compatibility dependencies
Compatibility dependencies for this
service offering.
Monitoring requirements
Requirements to monitor this service
offering.
7. Select the Estimated Spend tab to view the Estimated Spend section.
8. Choose a value for the Cost model field. Choices include the default None, Fixed,
and Per unit. View read-only data in the Estimated spend field.
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Note: When Service Owner Workspace (com.spm_owner_workspace) and
Financial Management for SPM (com.snc.financial_management_for_spm) are
activated and the sn_spm_spend.offering_cost_source system property is set to
the value Financial Management the Estimated Spend form section displays the
fields FM period and FM cost. These fields reveal read-only data associated with
the service offering.
For more information on estimated spend, refer to Financial Management for
Service Owner Workspace.
9. After completing the form, right-click in the header bar and select Save from the
pop-up menu.
The Related Links and related lists for the offering appear.
10. In Related Links you can create an offering improvement initiative, edit offering
metric weights, and subscribe to the offering by selecting the associated link.
Note: For detailed information regarding creating an improvement initiative,
refer to Create an improvement request. For information on metric weights,
refer to Service Owner Workspace performance metrics.
11. View associated related lists and items or create a new item. Related lists include:
The related lists for the offering appear. View associated or create new:
• Service Commitments
• Service Offerings I Depend On
• Service Offerings Dependent On Me
• Outages
• Incidents
• Problems
• Change Requests
• Other Tasks
• Knowledge Articles
• Catalog Items
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• Subscribed by Group
• Subscribed by Location
• Subscribed by Department
• Subscribed by User
• Subscribed by Company
• Performance Metrics
• Improvement Initiatives
12. Select Submit to save your service offering or click Update after editing a service
offering.
Add a commitment to a service offering
Service commitments are specific services that define the unique availability
guarantees, scope, and pricing for a service offering.
Before you begin
Role required: service_editor
About this task
Service commitments define the expected level of a service. A service offering derives
from a service, tailoring the parent service to a specific business need. A service offering
consists of a set of service commitments which uniquely define the service offerings.
To create service commitments, each service needs at least one associated service
offering.
Procedure
1. Navigate to All > Service Portfolio Management > Service Offerings. Alternatively,
you can navigate to Service Portfolio Management > Commitments.
2. Open a service offering record.
3. In the Service Commitments related list, select New.
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4. Give the commitment a descriptive name.
You can specify any kind of service.
5. Select the Type of commitment from the list.
Option
Description
Availability or Maintenance Window
Used in system processing. If you select
Maintenance Window, the Schedule
field is required.
Creates Availability records for the
service offering based on the outages
for that offering. If an Availability
commitment exists, when an Outage is
created against a service offering with
the Availability commitment, it will begin
tracking down time and availability.
Response Time, Delivery or Other
Display additional information in the
service catalog. This information details
the type of service commitment the user
may expect from a given service
offering. These service commitment
types do not provide additional
functionality or a homepage gauge.
Recovery time objective
Guarantee of how long it takes to
recover the system from the recovery
point. Set the recovery time in the Time
Amount field that appears when you
select this commitment type. This field is
available with vendor ticketing.
Note: These service commitment
types do not provide additional
functionality or a homepage
gauge.
Recovery point objective
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Guarantee of how often backups are
performed. Set the backup interval in
the Time amount field that appears
when you select this commitment type.
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Option
Description
This field is available with vendor
ticketing.
Note: These service commitment
types do not provide additional
functionality or a homepage
gauge.
SLA
Allows commitments defined by a
service level agreement (SLA) that
tracks whether a vendor provides a
level of service for a defined
percentage of the time. The SLA results
are calculated automatically and can
be viewed on the My Services - SLAs
homepage or by navigating to
Services > Service Offering SLAs > SLA
Results.
6. (Optional) Select a Contract for this service commitment.
This information is used when creating vendor credit records.
7. Enter the information to calculate credit owed by the vendor for any contract
breaches.
These fields are available with vendor ticketing:
• Breach penalty amount: Amount assessed per unit of time for a breach.
• Per: Unit of time used to calculate the total credit owed for a breach.
• Breach penalty time: Amount of free time provided by the vendor per breach.
8. Complete the form and select Submit.
The Service Offering form opens, and the new commitment appears in the Service
Commitment related list.
9. Select New to add another service commitment or select Edit to add an existing
commitment to this offering.
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Subscribe users to a service offering
Subscribe users to a service offering. This functionality also applies to subscribing
companies, locations, groups, and departments to service offerings when that
foundational data is available.
Before you begin
Role required: com.snc.service_portfolio
Role required: service_editor
Procedure
1. In a Service Offering record, select Edit in the Subscribed by User Related List.
2. In the slushbucket that appears, move the subscribed users to the Subscribed by
User List.
3. Save your changes.
These users can now add a gauge for this service offering to their home pages.
Service Portfolio Management service offering price
Service offerings inherit the pricing structure of the associated parent service. If the price
model for each service offering in Service Portfolio Management is defined in the parent
service as per unit, then each service offering must also have an associated price unit.
The actual price for that unit is established in the service offering record.
You can review service offering information regularly as a part of Service Portfolio
Management service offering price and workflow. For example, you can set up a
certification to validate pricing for your service offerings.
Forecast service usage and cost for a fiscal period to plan your future business using the
Showback statements functionality of Financial Management.
To set a service offering price, navigate to Service Portfolio Management > Service
Offerings and select an offering for which a defined pricing structure exists. Enter the
Price for the service price unit and update the record. You can also type an optional
description in the Unit description field of the service offering record.
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Set service offering price models and units
Define the pricing structure for a service offering to use either a per unit price model or a
fixed price model.
Before you begin
Role required: portfolio_admin or service_editor
Procedure
1. Navigate to All > Service Portfolio Management > Services Offerings.
2. Select a service offering from the Service Offerings list.
3. Define the Price model.
The choices are Per Unit and Fixed. If you select Per Unit, the Price unit field appears.
4. Type the name of a unit to use for pricing, for example, service, server, or person.
5. Select Update.
Log outages
Log outages to adjust your service commitment availability.
Before you begin
Role required: service_editor
About this task
Service Portfolio Management tracks and reports on outages for all service offerings that
include availability commitments.
The outage is used to evaluate the availability of the offering and appears in the reports
generated for this offering. There are several types of outages:
• Outage: Unplanned outages such as those caused by hardware or network issues. The
only type of outage considered when calculating the availability of a service.
• Planned Outage: Necessary, expected outages caused by planned maintenance or
upgrades.
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• Degradation: Indicates a problem affecting a service that does not result in a
disruption of that service.
Outage records can relate to multiple configuration items (CIs). You can link a single
outage to multiple CI records using the Affected CIs related list.
Note: An outage must be created and saved before you can add a CI relation or
link an outage to multiple CI records using the Affected CIs related list.
View a unique Outage Number identifier for your outage records. View the Outage
Number column in the Outage table records list and on the Outage form.
Note: The Outage Numbering plugin (com.snc.outage_numbering) must be
activated to introduce number data. The plugin is automatically activated for all
instances and upgrades except those instances and upgrades that already have a
number prefix column on the Outage table. Refer to the Activate Outage
Numbering plugin [KB0823685] article in the Now Support Knowledge Base or
contact Customer Service and Support if the plugin is not active and you want to
move to the base system field.
When an outage is opened against a service, the system adds all child offerings to the
Affected CI related list on the outage form, affecting all child offering availability. A
pop-up notifies you that the outage affects all child offerings. The offerings can be
removed from the Affected CIs related list if needed.
Procedure
1. Navigate to Service Portfolio Management > Outages.
2. Select New to create an outage or find the service offering in the Outages records
list Configuration item field to edit.
• If creating a new outage, the Outage form opens.
• If editing an existing outage, select the outage in the Type field.
3. Edit the Type field as necessary or choose None.
4. Enter any desired text in the Message field.
5. Define the length of the outage by selecting the Begin and End dates and times
with the calendar, or by entering the Duration as a function of days and hours.
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6. Right-click in the form header to save the record or click Submit or Update to edit
an existing outage record.
Note:
If a single outage impacts multiple service offerings, you can add those
offerings to the Affected CIs related list.
7. To add an associated affected CI, click Add.
All affected CIs are listed in the Service Offering configuration class.
8. Select a single CI or group of CIs by checking the box next to the CI name and
clicking Add Selected. Alternatively, you can choose to add all the listed affected
CIs to the outage record by clicking Add All.
9. Close the Add Affected Configuration Items list window.
The CI or CIs are added to the Affected CIs related list.
10. Select Update.
View availability results
Availability calculations are available for services, application services, and service
offerings. After service offerings and availability commitments are set up in Service
Portfolio Management, you can view the results by an automated report.
After an availability commitment is added to a service offering, Service Portfolio
Management generates a year's worth of availability records for that offering and
commitment, starting from the previous year. Availability is calculated based on the
commitments and outages for that offering. If an outage is updated, then the related
availability records are updated as well. This helps to assess outage impacts and
manage outage records.
For information on adding availability commitments, see Add a commitment to a
service offering.
Service Portfolio Management runs a daily job to generate the commitment availability
reports and uses the system time zone.
To see availability results, navigate to Service Portfolio Management > Availability, and
then select the related record from the list.
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Note: To view availability reporting for application services, you must create and
map availability commitments to applications services using the
cmdb_ci_service_auto table.
Service availability fields and calculations
Field
Description
Calculations
Display name
Name of the configuration
item (CI) and the
availability for the
commitment. You can't
edit this field.
Not applicable.
Service offering
The affected offering for
this availability.
Not applicable.
Service commitment
The affected commitment
for this availability.
Not applicable.
Start
Start of the availability
interval. Mouse device
pointing over this field
displays the duration.
Not applicable.
End
End of the availability
interval. Mouse device
pointing over this field
displays the duration.
Not applicable.
Committed uptime
Total expected service
availability for this
commitment, given in days, Period end to period start.
hours, minutes, and
seconds.
Acceptable downtime
Acceptable amount of
downtime against this
commitment’s schedule for
this interval, given in days,
hours, minutes, and
seconds.
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Scheduled period end to
scheduled period start
multiplied by commitment
percentage.
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Field
Description
Calculations
Total downtime
Wall clock downtime
(independent of the
schedule), given in days,
hours minutes, and
seconds.
Outage end to outage
start.
Total availability %
Availability percentage for
the entire interval
(independent of the
schedule).
(Available uptime minus
the total downtime)
divided by the available
uptime.
Total number of outage
periods in this interval
(independent of the
schedule).
Note: If an unplanned
outage (in full or in
part) overlaps with a
Number of outages.
planned outage, then
the unplanned outage
time that overlaps
doesn't count toward
the total outage time.
This logic applies to the
CI and affected CIs on
the outage record.
Total outages
Commitment availability %
Availability within this
commitment’s schedule.
(Committed uptime minus
commitment downtime)
divided by the committed
uptime.
Commitment downtime
Downtime that counts
against this commitment’s
schedule, given in days,
hours, minutes, and
seconds.
(Outage start minus outage
end) in scheduled up time.
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Field
Description
Calculations
Commitment outages
Number of outage periods
against this commitment’s
schedule in this interval.
Number of outages in
scheduled uptime.
Met commitment
When checked, indicates
that the availability
commitment has been
met.
True or false depending on
if commitment availability
percentage is higher than
the service commitment.
Convert services in bulk
Convert multiple services from the main Configuration Management Database (CMDB)
service table to one of the dedicated child tables for a business service or for a
technical service.
Before you begin
Role required: portfolio_admin
About this task
You can convert services individually but to reduce manual overhead, convert multiple
services at once from the CMDB service table [cmdb_ci_service] to one of the
dedicated child tables:
• Business service table [cmdb_ci_service_business]
• Technical service table [cmdb_ci_service_technical]
When you convert a service, the record and all its relationships remain intact.
Note: Service offerings cannot be converted.
Procedure
1. Navigate to All > Service Portfolio Management > Services.
2. Select the service or services that you want to convert.
If your organization uses the Service classification field for business and technical
services, then you can filter by Service classification.
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3. Select Actions on selected rows, and then select Convert to business service or
Convert to technical service.
4. At the prompt, select OK to continue to convert the services or select Cancel.
Note: If a selected item cannot be converted, a warning message is
displayed.
5. (Optional) To convert a service while in the service record, find the convert options
under Related Links. If the convert options are not visible, then you may be in a
record that is not in the CMDB service table [cmdb_ci_service].
Service Level Agreement (SLA) results
Service Portfolio Management leverages the Service Level Management application
and includes a module to manage your Service Level Agreement (SLA) definitions and
results.
You can view, modify, or create SLA definitions from the Service Portfolio Management
application. You can also view, modify, or create SLA results. Refer to Service Level
Agreement (SLA) definition and Create an SLA definition for information about SLA
definitions and configuration. For complete detailed information about SLAs, refer to
Service Level Management.
Once you define service commitments for your service offerings, you can monitor the
SLA results to manage performance by a running a daily job to generate the SLA results.
To enable Service Level Agreement (SLA) commitment support to Service Portfolio
Management, activate the com.snc.service_portfolio.sla_commitment plugin. For more
information, see Activate Service Portfolio Management.
To see SLA results, navigate to Service Portfolio Management > Service Level
Management > SLA Results and select New. Alternatively, to edit an existing SLA result,
click the name of the SLA result to open the SLA Result form. Change any of the form
field data as needed.
SLA Result form
Field
Description
Service offering
Select the service offering for which you
want to create or modify an SLA Result
record.
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Field
Description
Service commitment
Select the service commitment to apply
the SLA Result record.
Start
Specify the start date for this SLA Result
interval.
End
Specify the end date for this SLA Result
interval.
Company
Specify the company for which the SLA
Result record is created.
Required SLA percentage
Enter the percentage of tasks that must
meet this SLA.
Note: The following fields display SLA result data when available:
• Total tasks — Total number of tasks related to this service offering for this SLA.
• Breached — Number of tasks that breached this SLA for this interval.
• Achieved — Number of tasks that achieved this SLA for this interval.
• Total achieved % — SLA percentage achieved for the entire interval.
Note: When an SLA definition is triggered against a particular task, a task SLA
record generates and contains all the tracking data for the specific SLA on that
record. To create an SLA task or modify an existing task, refer to Task SLA table.
Service Portfolio Management reference
Reference topics provide additional information about the roles, lists, and forms to
configure and administer Service Portfolio Management.
• Service Portfolio Management and CSDM reference
Service data relates to each other using different applications and in different ways.
Service Portfolio Management references the Common Service Data Model ()
framework to bring service-related data together in a single view.
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• Domain separation and Service Portfolio Management
Domain separation is supported in Service Portfolio Management. Domain separation
enables you to separate data, processes, and administrative tasks into logical
groupings called domains. You can control several aspects of this separation,
including which users can see and access data.
Service Portfolio Management and CSDM reference
Service data relates to each other using different applications and in different ways.
Service Portfolio Management references the Common Service Data Model ()
framework to bring service-related data together in a single view.
Because both ServiceNow® products of Service Portfolio Management and Digital
Portfolio Management closely align with the Common Service Data Model (), it's helpful
to know the common terms when working in these applications.
Common CSDM terms used in DPM and Service Portfolio Management
Term
Portfolio
Business capability
Service
Definition
Notes
Collection of services,
products, projects, or
applications.
Used to manage like items
together for a business.
Portfolios may be grouped
by objective, capabilities,
organization, like projects or
services.
High-level capability that
an organization requires to
execute its business model
or fulfill its mission.
Typically described in the
context of performing one
or more specific tasks to
achieve business
outcomes. For example,
demand management or
financial planning.
Means of delivering value
to customers by facilitating
outcomes customers want
to achieve without the
ownership of specific costs
and risks.
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Typically has three aspects:
• Interaction
• Offering
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Term
Definition
Notes
• Service system
ServiceNow provides three
base service types:
• Business
• Technical
• Application
Customers can extend the
base types to align with the
service types in their
organization.
Typically orderable by
business users. Business users
are able to select the
desired offering and service
commitment levels via the
ServiceNow® Service
Catalog. For example,
procurement, shipping, and
finance.
Business service
A service type that is
published to business users
and it typically underpins
one or more business
capabilities.
Technical service
Typically orderable by
service owners. Service
A service type that is
owners are able to select
published to service owners
the desired offering and
and typically underpins a
service commitment levels
business or application
via the Service Catalog. For
service.
example, computers,
storage, and networks).
Application service
A service type that is a
logical representation of a
deployed application
stack.
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Examples of application
services are hosting, data
backup, and recovery.
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Term
Definition
Notes
Note: There is not a 1to-1 relationship
between application
and application
services.
Application
Any deployed program,
module, or group of
programs that is designed
to provide specific
functionality on a
computer infrastructure.
Business Application
Used to increase
Represents all software and
productivity and perform
infrastructure environments
other business functions
(dev, test, prod) configured
accurately. For example,
to provide functionality.
Dell Online.
Service catalog
Provides consumable view
of available products,
services, service
commitment options, and
offerings.
Helps manage what
services a user may have
access to. Also, catalogs
are the initiation point for
access to available
services. For example, IT
services catalog.
Service offering
A stratification of a service
into capability, availability,
pricing, and packaging
options.
Different levels of
performance and features
for a given service can be
made available. For
example, ITSM Standard
and ITSM Pro.
Defines service delivery
obligations agreed to
between the consumer
and the provider.
Often manifested in the
form of contracts such as
service level agreements,
operational level
Service commitment
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Defines behavior and has
specific functionality
associated with it.
Applications are typically
discoverable functionality,
like Apache Web Server.
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Term
Definition
Notes
agreements, and
underpinning contracts.
Service commitments
include specific
performance
characteristics that
differentiate one offering
from another.
Configuration item (CI)
Asset
Operating model
Physical and logical
components of an
infrastructure that are
currently or soon will be
under configuration
management.
May be a single module
such as a server, database,
or router or a more
complex item, such as a
complete system. For
example, a web server,
database, or infrastructure.
An item whose financial
value is tracked.
Many assets are CIs and
vice versa, but that is not
always the case. Assets
have a life cycle with
financial considerations, for
example, Microsoft Office
365.
An abstract and ideally
visual representation
(model) of how an
organization delivers value
to its customers or
beneficiaries.
Typically represents the
various elements of how an
organization operates. It
usually incorporates
strategy positions such as
the innovation model,
degree of intelligent
automation, industry
alignment, provider
delivery models, and the
business expectations of IT.
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Domain separation and Service Portfolio Management
Domain separation is supported in Service Portfolio Management. Domain separation
enables you to separate data, processes, and administrative tasks into logical groupings
called domains. You can control several aspects of this separation, including which
users can see and access data.
Support level: Basic*
The support level is Basic but has some exceptions or special conditions.
• Business logic: Ensure that data goes into the proper domain for the application’s
service provider (SP) use cases.
• The user interface, cache keys, reporting, rollups, and aggregations all use the domain
at production run time.
• The owner of the instance must be able to set up the application to function across
multiple tenants.
Sample use case: When an SP uses chat to respond to a tenant-customer’s message,
the client must be able to see the SP's response.
For more information on support levels, see Application support for domain separation.
Overview
*All components of Service Portfolio Management (SPM) and Service Owner Workspace
(SOW) are domain-separated in releases of New York and forward. If using Financial
Management for the SPM plugin for estimated spend, there can be only one fiscal
calendar defined per instance. When this plugin is activated, there can be only one
approach for service offering cost modeling per instance (using either the Financial
Management engine or local data. Different domains cannot choose their own spend
model.
Related topics
• Domain separation for service providers
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