Service Portfolio Management

Install the Service Portfolio Management Taxonomy Content Pack plugin (com.snc.spm.content) to access a sample portfolio structure and service taxonomy. This sample data accelerates your ability to create and manage a service portfolio.

The Service Portfolio Management Core plugin (com.snc.service_portfolio_core) is available by default for ITSM licensed customers. You can activate additional available related plugins for enhanced features and functionality.

The Service Portfolio Management application enables you to document and manage your services, service offerings, and portfolios using a standardized, structured format.

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.

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 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.

You can create a single service portfolio or multiple service portfolios, each with its own taxonomy structure. The service portfolio enables you to see an overall view of your current IT services. You can also see services that may be available in the future and services that existed in the past.

Create services that benefit and add value to your internal organization and external customers and users.

Log outages to adjust your business or technical service commitment availability.

Service commitments are specific services that define the unique availability guarantees, scope, and pricing for a service offering.

Service Portfolio Management Premium installs the following components.

Validate that Service Portfolio Management Premium still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.

Service Portfolio Management Core is active by default for users with ITSM licenses. Service Portfolio Management Foundation is administrator activated and enables you to document portfolios, taxonomies, services, and service offerings using a standardized, structured format.

Service Portfolio Management includes several plugins to enable the organization, documentation, and management of service portfolios within your IT business department.

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.

You can assign multiple teams to support a single service offering when several teams are responsible for that offering.

Configuring topics provide information about how to set up and configure the Service Portfolio Management application.

As a service owner or service offering subscriber, you can create one or more catalog items for your service regardless of the offering phase or status. You can also relate an existing catalog item to a service offering.

Service data relates to each other using different applications in different ways. Service Portfolio Management references the Common Service Data Model (CSDM) framework to bring service-related data together in a single view.

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.

Manage the CSDM life cycle fields of your portfolio taxonomy nodes in the Service Portfolio Management application. You can move taxonomy nodes easily from one portfolio to another to confirm that your portfolios are synchronized. You can also decide to show or hide the life cycle fields in the complimentary Digital Portfolio Management (DPM) Workspace.

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.

Manage the CSDM life cycle fields for the taxonomy nodes of your service portfolios. You can also use the Active check box to display or hide the life cycle fields in the Digital Portfolio Management (DPM) Workspace.

Convert multiple services from the Configuration Management Database (CMDB) service table to one of the dedicated child tables. You can convert to a business service or to a technical service.

Notifications are added with Service Portfolio Management Premium to manage your service offering to catalog item relationships.

The following reference topics provide additional information about the roles, lists, and forms to configure and administer Service Portfolio Management.

Use the flexible options when you remap (or reparent) taxonomy nodes from one portfolio to another. You can move an entire branch of a taxonomy from one portfolio to another, including the automatic move of its child nodes.

See what's impacting your services and service offerings and report on them by using related list information in Service Portfolio Management.

A service offering derives from a service, refining the parent service to a specific business need and performance level.

A service portfolio presents an overall top-level view of your currently available services, possible future services, and services that existed in the past. 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.

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, aligned to an application. IT services defined in your portfolios may, or may not be, represented in a request catalog.

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.

By default, the time zone to calculate availability for services and commitments is set to the global (system) time zone. You can change the global time zone or you can set the time zone for service commitments. With either option, you can recalculate the availability results based on the time zone that you set.

Set up services and commitments in Service Portfolio Management to define services and track their performance against availability commitments. You can relay the performance information in real-time to your stakeholders.

Subscribe users to a service offering so they can order it from the catalog. You can also subscribe offerings for companies, locations, groups, and departments.

Service Portfolio Management uses a taxonomy framework to organize and manage services in a portfolio.

Service Portfolio Management enables you to create services and service offerings, and assign them to service portfolios. You can also view service-related data including service availability results.

View availability calculations for commitments on service offerings and application services. After the commitments are set up in Service Portfolio Management, you can view the results by an automated report that you set up.

View service offerings in Service Portfolio Management to find offerings that add value to your organization and external users. You can also view service offerings in the Service Builder application.

Service Portfolio Management leverages the Service Level Management application and includes a module to manage your Service Level Agreement (SLA) definitions and results.

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.