Service Portfolio Management release notes

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Service Portfolio Management release notes

    The ServiceNow® Service Portfolio Management application helps you plan, design, build, and implement service portfolios effectively. The Xanadu release introduces key enhancements focused on improving service availability time zone management and enabling multi-team support for service offerings.

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    Key Features

    • Time Zone Management for Service Availability:
      • Activation of the availability system property com.sn.availability.v2 allows you to set the time zone used for calculating service availability results.
      • You can configure availability calculations to use either the service offering commitment time zone or a global time zone setting.
      • The time zone field on availability records is now read-only and reflects the selected time zone configuration.
      • Note that global time zone and commitment time zone settings are mutually exclusive—you can only enable one at a time.
    • Multi-Team Support on Service Offerings:
      • A new Teams related list on service offering records allows assigning multiple teams to support a single service offering, enhancing collaboration and support coverage.
      • This uses platform standard related list functionality and integrates with Digital Portfolio Management for visibility of support teams.

    Activation and Integration

    • The Service Portfolio Management Core plugin (com.snc.serviceportfoliocore) is available by default for customers with IT Service Management licenses.
    • Service Portfolio Management integrates with several ServiceNow capabilities:
      • Configuration Management Database (CMDB): Adds the Service Offering table aligned with the Common Service Data Model (CSDM).
      • Service Catalog: Enables selection and addition of services at the service offering level.
      • Service Level Management: Supports SLA commitment functionality integrated with Service Level Management.
      • Service Builder: Provides guided creation and editing of services and offerings.
      • Digital Portfolio Management (DPM): Centralizes view and reporting of service portfolio data, including KPIs when using the standard portfolio structure.

    What This Means for You

    With the Xanadu release, you gain precise control over how service availability times are calculated and presented across time zones, ensuring alignment with your service commitments. The ability to assign multiple teams to a service offering improves operational support and clarity. These enhancements, combined with integrations to other ServiceNow modules, provide a comprehensive and flexible service portfolio management experience that supports effective service planning, delivery, and performance tracking.

    The ServiceNow® Service Portfolio Management application enables you to plan, design, build, and implement your service portfolios. Service Portfolio Management was enhanced and updated in the Xanadu release.

    Service Portfolio Management highlights for the Xanadu release

    • Updated the availability system property [com.sn.availability.v2] so you can set the time zone for service availability records.
      • Added the ability to change the global time zone for all availability results to reflect that time zone.
      • Added the ability to set the time zone for availability results to reflect a service offering commitment.
      • Updated the availability recalculations to reflect the time zone that you set.
      • Added a read-only time zone field on service availability records.
    • Added a Teams related link tab to the service offering records so you can assign more than one team to support a service offering (one-to-many relationship).

    See Service Portfolio Management for more information.

    New in the Xanadu release

    Set the time zone for availability results in Service Portfolio Management
    Set the availability system property [com.snc.availability.v2] to true so you can set the time zone that you want to calculate availability results. The Availability calculations settings page provides you with the choice to calculate availability using the service offering commitment time zone (yes or no). It also provides you with the option to set the global availability time zone by selecting a time zone from a provided list. After you select Yes to calculate availability with the commitment time zone, the Time zone field on the commitment record is used to calculate the availability results. The Time zone field on the availability record is read only. After you opt to set the global time zone, all the availability results will use the time zone that you set as global.
    Note:
    The underlying system properties that govern the global time zone and the commitment time zone are exclusive. You can set the global time zone or set the time zone to reflect a service offering commitment but you can't set both at the same time.
    Assign multiple teams to support a service offering in Service Portfolio Management
    Use the added Teams related list in service offerings to assign different group types to support a service offering. The related list functionality is an existing platform feature that was added to the Service Portfolio Management application so you can see the related support teams in the Digital Portfolio Management view. For more information on the platform feature, see Teams related list.

    Activation information

    The Service Portfolio Management Core plugin [com.snc.service_portfolio_core] is available by default for IT Service Management licensed customers. For more information, see Activate Service Portfolio Management.

    Related ServiceNow applications and features

    Configuration Management
    Service Portfolio Management — Core adds the Service Offering table [service_offering] to the CSDM.
    Service Catalog
    Service Portfolio Management integrates with the ServiceNow® Service Catalog at the service offering level of the application. You can choose services from an existing catalog as well as initiating service catalog additions.
    Service Level Management
    Service Level Agreement (SLA) commitment support functionality is added to Service Portfolio Management by integrating with ServiceNow® Service Level Management.
    Service Builder
    ServiceNow® Service Builder provides a guided walk-through to help service and portfolio owners create and edit services and service offerings.
    Digital Portfolio Management
    Add ServiceNow® Digital Portfolio Management (DPM) from the ServiceNow Store to view all your Service Portfolio Management data in one centralized place. If you transition to the standard service portfolio structure as described in Service Portfolio Management portfolios, then you can use key performance indicator (KPI) groups in DPM to report on services, nodes, and portfolio performance.