CSDM -> Using the Service Builder

[Stig Brandt]

I have looked at the New Service Builder – available in the store, it is possible to install on your PD. 

Available from Service Portfolio Management -> Business Service

A new user interface is showing in a new window, with relevant fields from the standard UI.

Business Service

This requires several objects need to be defined -> Portfolio, Node. All attributes with nice hint / help txt. 

Business Service -> Team, seems that you are not able to have approval, change management, owner group, support group on Business Service level.

Create your offerings, and here it is possible to duplicate or copy an offering, nice feature:

On the next tab, you have the offering and get following sections:

• Details
• Team
• Operations
• Financials

Details:

Team, here you add the various teams, that are involved in the Service Offering:

Operations -> here you define who is subscribing to the offering and also add commitment, good to better understand the subscribing feature, to limit access to your offerings:

Commitments, contracts and link to other offerings and application services:

Financials, if you are using payment information on the offering, my experience is that not many go this far:

 

All in all – good initiative to make the interface, guidance and help easier for business and service users - have a good  Service Builder experience.

NB!!! - Be aware, that you are not able to see any services in the business service list, unless they are "published" - and this is done in the Service Builder - review and submit:

[SteveMac1]

Thanks for the rundown on this @Stig Brandt! It is very helpful as a starting point. 

One note - this can be installed in a PDI via 'System Applications - All'. Not sure if it wasn't available before, but it is now. 

Steve

[dick1]

really a great feature that will help our service managers to setup and maintain there services and service offerings.

just an additional question is there a simular builder for the service portfolio

[Stig Brandt]

Hi 

Agree, seems like a nice interface.

I haven't seen anything for service portfolio, but here isn't just about build the service catalog, taxonomi layers, nodes, kpi groups and kpi's.

And from Digital Portfolio Management Workbench you can create personal portfolios, but not really a portfolio in sense of it's own structure or am I missing something?

[Rob Mollee]

Thanks Stig, 

Helpful as ever! 

Best regards, Rob

[Stig Brandt]

Thanks Rob, all the best.

[schmidt4081]

Hi! I am trying to make changes to an existing service in the draft state. I no longer have a submit button  - only save. When I press it I get: a 400 error.

[Phillip1]

@Stig Brandt , when using SB and linking to a catalog item, I've noticed that even on Catalog Item record there is no reference to the offering and you can't add it as a reference list; you can however see it on the offering record. So how can I take advantage of this bi-directionally so offerings and cat items are targeted to the locations their related to?

[JStockel]

Hi Stig, this is some really great insight! Been looking at Service Builder as well. What are the license requirements for it? Doesn't seem to exist in a basic ITSM license from what I can see? Any clue there?

Br,

[Stig Brandt]

It is free, no license required, part of CSDM.

/Stig

[Jonathan CABY]

Hi,

My customer started to import a lot of offerings and gave high level department to subscribe to. So we had to look for all their child departments via the transform map (because users are part of them...).

And we ended with some offerings with more than 1000 subscribed departments.

When we display those offerings in Service Builder, we get an error message "The maximum rows specified in the multi-row variable set subscribed_departments_m2m attribute exceeds the system limit.".

So we had to create a property to raise the maximum size of multirows (Support article).

Seems to me that a lot of Servicenow customers will have to create it if they want to use the Service builder.

Second, the "Selected departments" [subscribed_departments_var] variable (and the other ones) isn't efficient when we want to manually add tens of departments in an offering.

Is there any feature we have missed ?

Best regards.

[Community Alums]

I know this article is a bit aged 😉

If you use Service builder to build services with offerings they do not show up for application services/service instances if you use the APP Service UI.

So ServiceNow destinguish between service portfolio and application service offerings..