Digital Portfolio Management

[j3hall]

I'm currently working on building out the Service Portfolio for my university. I'd like for my services and service offerings to be able to be viewed by our service owners, IT Support technicians, and the end user. I've already figured out how to get my service owners to access DPM by using the sn_dpm.dpm_manager role and of course I already have the sn_dpm.dpm_admin role. Looking for guidance on how to accomplish a view only state for these services for Support technicians and for end users on the Service Portal which seems to be the biggest challenge.

[Debs McCann]

I have Service PM and DPM configured and I'm doing something very similar -  as I am worried about the edit access the sn_dpm.dpm_manager role provides. I have asked our devs here to create a new role (e.g. not OOTB ) in servicenow that will show the DPM taxonomy, services, offerings, PA dashboards etc.  but restrict the ability to create services or offering. We would keep access though to service owners, managers etc.

On our portal we use the Service Status page, this shows a list of our offerings, but will only show its status (outages) and history. I don't think that is what you are after, is it that you want to show the offering details - maybe more like a traditional service catalog - listing your offerings, description, cost, how to obtain, who can access? We are also tackling this at my Uni. We have a service catalog, that has our catalog items/forms but we want to be able to include all the details pertinent to the service.

[j3hall]

It's my understanding that edit access for DPM managers is restricted to those who are the "Owned by" user or the listed delegate of the service or service offering. Have you found otherwise in your experience? That's how I plan on making sure that IT Support technicians for example won't be able to edit anything in the DPM because they'll need the DPM manager role as a minimum to view the workspace.

You are correct that we are seeking the Service Portfolio (which we commonly refer to internally as the Service Catalog, which for ServiceNow seems to only include catalog request items) displayed publicly on our Service Portal. The DPM seems like a great vehicle for this purpose but currently it doesn't seem to have any associated Service Portal or Employee Center widgets to display. Do you have an idea of your current gameplan to tackle this?

[Debs McCann]

At our current level of maturity we still want to limit edit access, even for DPM manager, this will change, but need some organisational change management, and for now we (the service management office) is happy to still own making the edits needed.

On the service catalog side, we haven't found an ootb way to display a traditional "service catalog".  Someone shared some code in one of the SN communities for an internal service catalog. We'd try to leverage that as an initial thing, whilst we tackle the service portal view as a bigger project.

[j3hall]

Based on my research it seems any display of information about services in a service catalog at least in high education is done via manual webpage or Knowledge article creation inside a catalog.