ServiceNow: Service Portfolio Management - Request the Creation, Update, or Retirement of a Service


Introduction

The Michigan Medicine Configuration Management Plan specifies that any entities tracked in the ServiceNow Configuration Management Database (CMDB) should relate to a service offered by a Trusted Service Provider.  A Service Portfolio lists all of the services provided by the IT department to the business or to itself to support operations.  In ServiceNow, services are aligned to a vendor best practice known as the Common Service Data Model (CSDM).  The three types of services tracked in the CMDB are as follows:

  • Business Services: a service type that is published to business users. It typically supports one or more business capabilities.
  • Technical Services: a service type that is published to service owners. It typically underpins a business or application service. 
  • Application Services: a service type that is a logical representation of a deployed application stack.  The management of the Application Services is more explicitly defined in the Application Portfolio Management knowledge article.

In addition, Business or Technical Services may be further defined using Service Offerings, which represent one or more service commitments that uniquely define the level of service in terms of availability, scope, pricing, and packaging options. Customers can choose to receive different levels of performance and features for a given service through service offerings.

Service Owners may request the creation, modification, or retirement of services or service offerings in ServiceNow via the Create or update a Service Catalog Item.

 

Notes regarding retirement of Applications:

  • Applications that were once in our environment that are no longer running are considered retired.  Depending on the size and scope of the application being retired, it may be appropriate to handle the retirement as a project to ensure the various environmental factors are handled (such as retiring or repurposing related infrastructure, updating knowledge articles or continuity and resiliency documentation, communicating the change to the customer community, etc.).  However, it is not required for all application retirements.
  • There is a separate process for deleting an application from the portfolio in situations where there are multiple entries for the same application.

Instructions

To request a service to be created, updated, or retired in ServiceNow, or to add Service related artifacts such as an FMEA, ISCP, Operational Status Entry, DE-IT Documentation and Customer Communication drafts:

  1. Open the Catalog Item specified in the Introduction.
  2. Complete the form as listed. For guidance business and architectural tier selection, see KB0015970.
  3. The Service Analysis & Improvement team and Infrastructure Analyst Services teams will process your request.  More detailed instructions about how the requests are processed can be found in KB0020529 (Create) , KB0020528 (Modify),  KB0013971 (Retire)

The chart below summarizes the required artifacts for new services based on the combination of Service Tier, Data Classification and ePHI:

Link to file