Create a service in Service Portfolio Management

Create services that benefit and add value to your internal organization and external customers and users.

Before you begin

Role required: portfolio_admin or service_editor

About this task

All occurrences of the table and reference field label Business Service throughout the product have changed to Service. For example, the Business Service form has changed to Service form. This change is for new instances only and doesn't affect existing upgraded instances.

Note:

You can also create and edit services and service offerings by using the Service Builder application. Service Builder provides a walk-through experience with contextual help along the way. For more information, see Service Builder.

Procedure

1. Navigate to All > Service Portfolio Management > Services and select New.
   Alternatively, to edit an existing service, select the name of the service to open the form. Change any of the form field data as needed. To delete an existing service, select the Delete button in the form header.
2. On the form, fill in the fields.

   Table 1. Service form header

   Field	Description
   Name	A unique name that reflects the nature of the service.
   Service portfolio	Service portfolio this service is associated with.
   Taxonomy node	Taxonomy leaf node within a portfolio this service is associated with.
   Phase	Phase that the service is in. Available values are: Pipeline, Catalog, and Retired.
   Status	That status of the service phase.
   Short Description	Type of service. Available values are: Business Service, Technical Service, and Application Service.
   Owned by	The service owner responsible for this service in the organization.
   Delivery manager	The delivery manager for the service.
   Business relation manager	Relationship manager for this service.
   Important: The following two fields only appear if you're using the deprecated Service Owner Workspace plugin. For more information on the deprecation of Service Owner Workspace, see Service Owner Workspace.
   Performance score	Most recent performance score. Populated after the service is active. The performance score is calculated by a nightly script and can’t be changed.
   CSAT score	Customer service feedback score.

3. Select the General tab.
4. On the form, fill in the fields.

   Table 2. Service form General tab

   Field	Description
   Number	Automatically generated unique identification for a new service record. Its value consists of a 'BSN' string and a unique number. Other forms and scripts can reference this identification. The Number field is visible with the Service Portfolio form view. Note: The Number field in service records that were created before the field was added, is null.
   Version	Version of the service.
   Aliases	Other names used for this service.
   Service classification	Type of service. Available values are: Business Service, Technical Service, and Application Service.
   Consumer type	Type of consumer. Available values are: Internal, External, and Internal and External.
   Start date	Date the service is available.
   End date	The date the service is retired.
   Last review date	The date the service was last reviewed.

5. Select the Team tab.
6. On the form, fill in the fields.

   Table 3. Service form Team tab

   Field	Description
   Delegate	A person authorized to manage the service on behalf of the service owner.
   Business contact	Person to contact for issues related to this service.
   Vendor	The vendor providing this service.
   Stakeholders	People with an interest or concern regarding this service.

7. Select the Business Need tab.
8. On the form, fill in the fields.

   Table 4. Service form Business Need tab

   Field	Description
   Business need	Business need this service supports.
   Business criticality	Criticality level that defines the importance of the service in your organization.

9. After completing the form, select and hold (or right-click) the header bar and select Save from the pop-up menu.
   The related lists for the service appear. View associated or create the following:

   • Offerings
   • In Scope
   • Out of Scope
   • Services I depend On
   • Services Dependent On Me
   • Incidents
   • Problems
   • Change Requests
   • Other tasks
   • Knowledge Articles
   • Service Offering Node Weights
   • Improvement Initiatives
10. Select Submit to save your service or select Update after editing a service.