Create a service offering in Service Builder

  • Release version: Washingtondc
  • Updated February 12, 2024
  • 5 minutes to read

    • Create a service offering to define and view the products or applications that make up your service in Service Builder.

    Before you begin

    Role required: service_author or service_editor

    About this task

    A service offering represents how a service is provided and who it is for. A service must have at least one offering to be published. The workflow guides you to create a service offering in a logical order:
    1. Details
    2. Team
    3. Operations
    4. Financials
    Tip:
    You can cancel out of creating a service anytime by selecting the Cancel button (next to the Save button). Also, to return to the home page at any time while creating or editing a service, select Home icon..

    To create a service and service offering, you must be assigned the service_author role. To edit (not create) a service or service offering, you must be assigned the service_editor role.

    Procedure

    1. Navigate to All > Service Portfolio Management > Service Builder.
    2. To add or edit a service offering, select the service and then select the Manage offerings tab.
    3. To add a new service offering, select New.
    4. On the form, fill in the fields.
    Table 1. Details form
    Field Description
    Offering name Unique name for the offering that associates with the parent service.
    Consumer type
    The consumer type determines if the service is provided internally to the business or to the employees, or externally to customers, or to both. The options are:
    • Internal
    • External
    • Internal and External
    Business criticality Signifies the importance of this offering to business operations. The value of this field could be used to trigger business logic. For example, your most critical offerings may warrant special treatment for disaster recovery.
    Phase The phase for the offering:
    • Pipeline: The offering is being designed and a business case is being created.
    • Catalog: The offering has been approved and it is now being designed or is operational.
    • Retired: The offering is no longer in operation.
    Status

    Status enables a unique status workflow that enables you to track each step of the service offering life cycle.
    Description A concise description of the service offering to ensure that it makes sense to the end user or consumer of the service.
    1. Select the Team tab or click Continue to Team.
    2. On the form, fill in the fields.
    Table 2. Team form
    Field Description
    Owned by Person accountable for the service offering and can edit the service at any time. This person is the service owner. Service owners must have the service_author role.
    Delegate Person that can edit the service offering and who can act on behalf of the service owner. Delegates must be assigned the service_editor role.
    Delivery manager Person responsible for the daily management and delivery of the service offering.
    Support group Group that provides expert support to the service offering. This group is usually a level 2 support team.

    Change group

    Team responsible for providing change management for the service offering.
    Vendor Vendor that may help deliver and support the service offering. This field helps show and track accountability for service offering delivery.
    Stakeholders Individuals that have a vested interest in the service offering.
    1. Select the Operations tab or select Continue to Operations.
    2. On the form, fill in the fields.
    Table 3. Operations from
    Field Description
    Selected groups Subscriber groups that have an interest in the service offering.
    Selected departments Departments that have an interest in the service offering.
    Selected locations Users by location.
    Selected users Individuals impacted by the service offering.
    Selected companies Individuals impacted by the service offering that are defined by the core company table. These individuals represent all users related to a given company.
    Note:
    You may need to scroll down to see the remaining fields on this form.
    Selected commitments Select commitments, for example, service level agreements and availability commitments. Commitments may be defined in a contract for the service offering or based on standards defined by your company.
    Service level requirements Service level requirements for the service offering.
    Active contract Active contract to maintain awareness of the service commitments.
    Additional contracts Supporting, secondary, or past contracts related to the service offering.
    Selected catalog items Catalog item to track the request activity for all catalog items associated with this offering. A single offering can have multiple catalog items.
    Offerings I depend on Other service offerings that your service offering depends on. For example, if another offering experiences an outage, your offering availability may be impacted or degraded as a result.

    Application services I depend on

    Applies to business services. Application services that the service offering depends on.

    Application services I contain

    Applies to technical services. Application services that the offering supports.
    1. Select the Financials tab or select Continue to Financials.
    2. On the form, fill in the fields.
    Table 4. Financials form
    Field Description
    Price model How the service offering is to be priced. Your selection determines the next field to display.
    Price unit If the price model is set to Per Unit, then enter the price unit in this field. For example, license or subscription.
    Price If the price model is set to Fixed, then enter the price in this field. Be sure to enter the currency symbol as well (for example, $ for United States dollar).
    Unit description If the price model is set to Per Unit, then use this field to describe what is included in the unit.
    The following fields appear conditionally according to the cost source selected in Service Portfolio Management. These fields are enabled as part of the financial optional plugin for Service Portfolio Management. For financial information, the required plugin is com.snc.financial_management_for_spm. For estimate spend information, the required plugin is com.snc.spm.spend. Both plugins require ITSM Pro SKU.
    Cost model The cost model that determines how the estimated spend will be calculated.
    Offering cost If the cost model is set to Fixed, then the cost should represent the estimated cost of the offering per time period.
    Time period Interval that you want to track the estimated spend (day, month, quarter, year).
    Cost Unit If the cost model is set to Per unit, the cost should represent the cost per unit.
    Units per period The number of units per period.
    Estimated spend The estimated spend for this item.
    1. Select Save & Close.