Creating a new service offering


Background

A service offering is a specific packaging of a service that is offered to users. Service offerings that are documented in ServiceNow become available for a variety of uses, including incidents, change requests and system status. The service offering will appear in the portal’s Service Portfolio section if the service offering's management team wants the information to be available to users.

Requesting a service offering

Any NCSU faculty or staff member may request that a new service offering be created by emailing us at OIT_PPPS @ help.ncsu.edu. The service portfolio management team will reach out to you regarding your request and help you through the service offering creation process.

Upon creation, the new service offering will be in the Pipeline phase, indicating that it has not yet been added to the service catalog. While in the Pipeline phase, the service offering's management team will complete the service offering record, providing information about the service offering such as  features, audience and costs.

When the record is complete, the management team must request that the service offering record be made operational. The Service Portfolio Management (SPM) team will review the service offering record to ensure the appropriate fields have been completed accurately, such as checking that Internal Use Only has not been selected if the service offering is meant to appear on the portal. This is not a review of any technical information or service offering descriptions.

The service offering record provides a number of status options that describe the recommended workflow for defining, approving and implementing the new offering. It is not required that the service offering formally go through all of these steps.

The minimum steps for this process are:

  1. Complete the service offering record.
  2. Set the Status to ‘Analysis’.
  3. Wait for the SPM team to change the phase to ‘Catalog’ and the status to 'Operational'.

Related articles:

See "The service offering lifecycle" for an overview of the service offering lifecycle, from the Pipeline phase through Retired.

See "Maintaining a service offering record" for a description of the fields on service offering records.

See "The IT service offering manager role" to view the duties and responsibilities of the service offering manager role.