Operational Statuses for Services descriptions

Joey9 · ‎04-20-2022

Hi,

Could someone please direct me to a description (a one or two liner) for each of the operational statuses associated to services. Some of them seem reasonably self-explanatory (Operational, Retired) but others are less so (Pipeline, Catalog). In addition, I'm looking for information as to when you'd use the one over the other. For example, Repair In Progress vs Non-Operational.

Thanks

Community Alums · ‎04-20-2022

Hi @Joey ,

There is a defined phase and status model on the service and offering records. The two fields are used together to describe where the service is in its lifecycle. Status is dependent on parent phase.

Phases are

Pipeline - where new service/offerings are being considered and approved

Catalog - where services/offerings are being designed, developed, and deployed

Retired - services that are now longer being provided

Within each phase are statuses:

Phase: Pipeline
- Status: Requirements, definition, analysis, approved, chartered
Phase: Catalog:
- Status: Design, development, build/test/release, operational, retiring
Phase Retired:
- Status: Retired, obsolete

Only services that are Catalog-Operational and assigned to a portfolio are visible in the Service Owner Workspace.

Other considerations:

A service must have its parent node within a portfolio defined before it can be placed in the Catalog phase.
A service must also have at least one defined offering to be placed in the Catalog phase. The offering does not have to be in an operational state.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

View solution in original post

Seungjo Jang · ‎08-12-2022

Hi @Sandeep Dutta

Do you know why ServiceNow include "Design, development, build/test/release" in, not pipeline but, catalog phse?

According to ITIL, services not available yet should be in pipline, and because services under design, development or test are not available to users yet, I believe "Design, development, build/test/release" should be status of pipeline phase.

Catalog phase should have only "operational, retiring" in my sense.

Jenny Busby · ‎08-22-2022

Hi @Sandeep Dutta -

Thank you for providing some excellent definitions surrounding the phases and services. I have a question regarding the definition of Non-operational. We have a couple of applications that are marked non-operational for operational status. What is the different between non-operational and retired?

Thank you!