Service Builder

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Service Builder

    Service Builder is a tool within the ServiceNow® platform designed to facilitate the creation and management of business and technology management services and offerings. It offers an interactive, guided experience that allows users to edit service definitions before publishing and to update existing services using version control.

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    Key Features

    • Guided Creation: Users can create a service by choosing either a business service or a technology management service. The application provides a structured organizer to outline the steps required.
    • Service Builder Tabs: Key tabs include:
      • Details: Enter general information about the service.
      • Team: Manage team details including owner and contacts.
      • Service Performance: Define performance measurement criteria.
      • Manage Offerings: Edit details related to service offerings.
      • Review and Submit: Final review before publishing, allowing for last-minute edits.
    • Draft and Publish: Services can be edited at any time, and the published version remains active until a new draft is published.
    • Dashboard Functionality: The dashboard serves as the landing page, showing recently interacted services and allowing for quick service creation.

    Key Outcomes

    Using Service Builder, customers can efficiently create and manage service offerings, ensuring that their services are accurately defined and continuously updated. The structured guidance and version control facilitate a seamless user experience, allowing for quick adjustments and the ability to duplicate services for streamlined creation.

    Create and edit services and service offerings using the ServiceNow® Service Builder application. Service Builder is an interactive, guided experience as you create and edit services and service offering details. Even though Service Builder is a feature of Service Portfolio Management, its plugin is part of the Digital Portfolio Management list of products in the ServiceNow Store.

    Service Builder in action.
    Tip:
    Refresh the browser to replay the demo video.

    Service Builder overview

    Create and maintain definitions of your business and technology management services and offerings through a guided experience in Service Builder. You can edit service definitions anytime before you publish as well as update already-published services using version control.

    After your services and offerings are published, you can view and edit them in the Services tab of Service Builder or in its parent application Service Portfolio Management.

    Walk-through experience with contextual guidance

    Service Builder provides contextual guidance for each step tab as you create your services and service offerings. From the Service Builder Dashboard tab, create a service by selecting one of the two options:
    • Create a business service
    • Create a technology management service

    After you select an option, Service Builder provides an organizer for you to see the steps to create a service.Create service organizer.

    Selecting Continue takes you through each step, starting with the Details tab as described in the following Service Builder tabs table.

    Table 1. Service Builder tabs
    Tab Definition
    Details General information about the service such as name, type, and classification.
    Team Service team information including the owner, delegate, and business contacts.
    Service Performance Measurement criteria for the service performance.
    Manage Offerings General information about the service offering. This tab has its own set of tabs to enter or edit the offering's details, team, operations, financials, and performance criteria.
    Review and Submit Comprehensive view of the services and offerings you created. You can make changes, if necessary. After review, submit for publishing.

    You can edit your services and offerings at any time. You can also duplicate them (create a copy) to edit services, as needed so that you can create other services and offerings quickly. The contextual guidance in the experience walks you through how to do these tasks.

    After you edit a service or an offering, the published version stays active until the draft that you’re working on becomes the new published version. For more information, see Service Builder approval flow.

    Table 2. Service Builder home page tabs
    Home page tab Description
    Dashboard The default landing page where you can create a business service or a technology management service. You can also view services that you interacted with in the last few days from the dashboard view.
    Services List of all services along with their state, classification, phase, status, and owner. If you have editing access to the services and service offerings, you can edit them from this tab.