Customer dedicated offerings or general offerings?

[alexandernordbo]

Hi everyone,

In my organization, we develop and host applications that are deployed on an instance level — very similar to how ServiceNow itself operates. Each customer gets their own instance (environment), and those instances are managed separately.

The challenge

I’m running into a conceptual issue with Service Offerings in the Service Portfolio. ServiceNow’s design assumes that most companies deliver one global service (for example, “Email Service”) with a few offerings (“Standard” or “Premium”).

But in our case, we don’t have a single shared service across all customers. Instead, we have multiple independent instances per region or per customer — and I’m unsure how best to model that.

Example

Let’s say we have:

• Business Service: “Customer Platform”

• Calculated Application Services (CAS):

  • CustomerA-Prod

  • CustomerB-Prod

  • CustomerC-Test

When an event is generated, it’s tied to one of these CAS records (e.g., CustomerA-Prod). An outage record is also created for that same CI.

However, the Digital Service Portfolio reports availability and KPIs at the Offering level, not at the Application or CI level.
So if I want to track availability per customer instance, I’d need to create one Offering per Calculated Application Service — potentially around 3000 offerings.

I could automate this using transform maps or scripts, but it feels like a very record-heavy solution.

Question

Is it common (or recommended) to create customer- or instance-specific offerings in this type of setup?
Or would it make more sense to somehow adjust the KPI source or visibility logic to target the Calculated Application Service directly instead of the Offering?

[SANDEEP DUTTA]

Hi @alexandernordbo ,

Rather than creating thousands of individual Service Offerings for each customer instance, the more scalable approach is by using a shared set of offerings and customizing the KPI logic underneath.

For example, I could define just a few offerings — something like “Customer Platform - Production” and “Customer Platform - Test” — and then build logic that ties KPIs back to the specific Calculated Application Services (CAS) or Configuration Items (CIs) those offerings represent.

for this , what I will do is : Extend the KPI source logic so it pulls availability data directly from the CAS level then Build custom reports or Performance Analytics indicators that reference the CI rather than the offering and finally  tweak or extend the Digital Portfolio plugin to support more granular visibility at the CI level.

This way, I avoid the overhead of managing thousands of offerings while still maintaining accurate, instance-level reporting.

[alexandernordbo]

Thank you for the reply! The way I interpret your reply is that this would include the KPi metrics of outages from CAS, but not show it on a per instance basis, but as an average? I want to measure availability for each calculated application service basically.