Use Service Portfolio Management services

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Use Service Portfolio Management services

    Service Portfolio Management in ServiceNow Zurich release enables you to configure and manage IT services within your service portfolios to maximize organizational value. Services can be either aligned to applications or independent, and may or may not appear in a request catalog. The lifecycle of each service is tracked by its phase and status, which you can monitor using platform lists and reports, including retired services. Each service has a unique identifier and a criticality level to reflect its operational impact, helping prioritize services based on business importance.

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    Key Features

    • Business Services: These form the core structure of your service portfolio taxonomy and are stored in the cmdbciservicebusiness table. You can manage their details and dependencies, and create service offerings as child records in the serviceoffering table. Services can be linked as dependencies using related lists on the service forms.
    • Technical Services: Technical services can be included in your portfolio or tracked via dependencies. From Zurich release onward, technical services follow the Common Service Data Model (CSDM) version 5 and reside in the cmdbciservicetechnical table, now labeled as Technology Management Service in the UI. Service offerings remain in the serviceoffering table labeled as Service Offering.
    • Service Lifecycle and Status: Monitor and track services by phase and status with the ability to view retired services for historical context.
    • Criticality Levels: Assign criticality to services to indicate their importance, aiding in impact assessment and prioritization.

    Next Steps

    • Create or modify services within the portfolio to ensure your IT offerings align with business needs.
    • Manage service offerings to define the specific products or options available under each service.
    • Subscribe users to service offerings to grant access and manage consumption within your organization.

    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.

    The phase and status of a service indicates the life-cycle position of the service. You can view, track, and monitor the services by phase and status with platform lists and reports. The lists can also include retired services for viewing purposes.

    Each service record has a unique number to identify the record.

    To reflect the importance or impact of each service on the operations of your organization, you can select a criticality level for them. For example, you might select a high level for a service that supports sales functionality using the organization's website. You might then select a lower level for a service that provides internal printing for the organization's employees.

    Business services

    Business services make up the structure of your service portfolio taxonomy. You can manage associated service and offering details via the dependency tabs of the related list on the Service and Service Offering forms. Business services reside in the [cmdb_ci_service_business] table.

    Create offerings as children of services. Offerings are created in the Service Offering [service_offering] table. Refer to Service offerings in Service Portfolio Management for more details.

    You can designate services as Services I depend On or Services Dependent On Me via form related lists.

    Technical services

    You can add technical services as part of your service portfolio taxonomy. Even if you don't, you can still gain insight into these services by adding them as Services I depend On or Services Dependent On Me in the related list section of the Service form.

    Starting with the Zurich release, technical services align with the Common Service Data Model (CSDM), version 5. With this alignment, technical services remain in the [cmdb_ci_service_technical] table and are labeled in the user interface as Technology Management Service. Service offerings remain in the [service_offering] table and are labeled Service Offering.

    Table 1. Table and label for technical services
    Table name Label in Xanadu and prior releases Label in Zurich and later releases
    [cmdb_ci_service_technical] Technical Service Technology Management Service

    To create or modify services, see Create or modify Service Portfolio Management services.

    To learn about service offerings, see Service Portfolio Management service offerings.

    To subscribe users to a service offering, see Subscribe users to a service offering in Service Portfolio Management.