Please use docs.servicenow.com for the latest documentation.

This site is for reference purposes only and may not be accurate for the latest ServiceNow version

Service Portfolio Management

From Wiki Archive
Jump to: navigation, search
Note
Note: This article applies to Fuji and earlier releases. For more current information, see Service Portfolio Management at http://docs.servicenow.com

The ServiceNow Wiki is no longer being updated. Visit http://docs.servicenow.com for the latest product documentation.

Overview

Service Portfolio Management addresses three core business needs:

  • The plugin can be used to document the various business services offered using a standardized, structured format. This list of offerings can be offered to the user base in a consumer-friendly catalog.
  • Once services are defined, the system will start automatically tracking performance against defined availability commitments. If outages are reported, the platform handles availability tracking.
  • Once service offerings are documented and performance is being tracked, the information can be relayed in realtime performance gauges available to end users. These gauges can be displayed on customized homepages, or users can view their My Subscriptions home page and see the status of any service offerings to which they are subscribed.

For more information, see Service Offerings.

Installed with the Plugin

Components

The following new components are installed with the Service Portfolio Management Plugin:


Component Name Description
Business Rule Recalculate Availability Performs availability calculations when an outage is created or modified.
Script Include AvailabilitySummarizer Summarizes daily availability for Service Offerings that have availability commitments.
Scheduled Job Calculate Availability Runs every night to calculate the availability of Service Offerings that have availability commitments.
Module Business Service Entries Located in the Service Catalog application, this module enables an administrator to define which Business Services appear in the Business Service Catalog that end users see.
Homepage gauge My Service Subscriptions This gauge displays all service offerings to which the user is subscribed.

Tables

Table Description
Service Offering [service_offering] Extends the cmdb_ci_service table. The Subscribes to Service Related List that is available in the User form uses this table.
Service Commitments [service_offering_commitment] Stores records from the Service Commitments Related List in the Service Offerings form.
Service Scope [service_scope] Stores user-defined limits to the service levels of a Business Service.

Setting up Service Portfolio Management

Follow these steps to set up and use Service Portfolio Management.

Step 1: Define the Service Offerings and Commitments

Create Service Offering records that define different levels of service for an existing Business Service. For example, you might offer two levels of Desktop Support in your organization, a Standard offering for upgrades and virus protection, and an Executive offering that also includes some type of availability guarantee. Create a complete set of Service Offerings, defined by Service Commitments which define the specifics of the offering.

Step 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 Business Service. Specific additional services related to the Business Service can be defined as In Scope or Out of Scope. For instructions on creating and applying scope definitions to Business Services, see Business Service Scope.

Step 3: Configure the Price of the Service Offering

Each Service Offering must have a pricing model and a price unit. These values are set on the parent Business Service and are inherited by the offerings, which then must establish the actual price per unit that is charged for the service. For details, see Service Pricing.

Step 4: Configure the Business Service Catalog for the End User

All the data created in the previous steps is displayed on the Service Catalog page for a Business Service. The layout of this page is not configurable, but an administrator can control how the Business Service is categorized and who can view the Business Service in the Catalog. For details see Business Services Catalog.

Step 5: Subscribe to the Service Offering by Users

Subscribe your users to a Service Offering. Subscribed users can then add availability data as gauges to their home page for each Service Subscription they have. Each gauge contains links that enable the user to open the Service Offering record, display an availability report, or create an outage. See Service Subscriptions for information on subscribing to Service Offerings.