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Use › Service Portfolio Management › IT Service Management
Release: Australia · Updated: 2026-06-01 · Official documentation · View source

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.

FieldDescription
NameA unique name that reflects the nature of the service.
Service portfolioService portfolio this service is associated with.
Taxonomy nodeTaxonomy leaf node within a portfolio this service is associated with.
PhasePhase that the service is in. Available values are: Pipeline, Catalog, and Retired.
StatusThat status of the service phase.
Short DescriptionType of service. Available values are: Business Service, Technical Service, and Application Service.
Owned byThe service owner responsible for this service in the organization.
Delivery managerThe delivery manager for the service.
Business relation managerRelationship manager for this service.
Important: The following two fields only appear if you're using the deprecated Service Owner Workspace plugin.
Performance scoreMost recent performance score. Populated after the service is active. The performance score is calculated by a nightly script and can’t be changed.
CSAT scoreCustomer service feedback score.

  1. Select the General tab.

  2. On the form, fill in the fields.

FieldDescription
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.

VersionVersion of the service.
AliasesOther names used for this service.
Service classificationType of service. Available values are: Business Service, Technical Service, and Application Service.
Consumer typeType of consumer. Available values are: Internal, External, and Internal and External.
Start dateDate the service is available.
End dateThe date the service is retired.
Last review dateThe date the service was last reviewed.

  1. Select the Team tab.

  2. On the form, fill in the fields.

    FieldDescription
    DelegateA person authorized to manage the service on behalf of the service owner. You may select more than one delegate.
    Business contactPerson to contact for issues related to this service.
    VendorThe vendor providing this service.
    StakeholdersPeople with an interest or concern regarding this service.

  3. Select the Business Need tab.

  4. On the form, fill in the fields.

    FieldDescription
    Business needBusiness need this service supports.
    Business criticalityCriticality level that defines the importance of the service in your organization.

  5. 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
    • Select Submit to save your service or select Update after editing a service.

Parent Topic:Using Service Portfolio Management