A Business Service in ServiceNow is created through the Service Portfolio or CMDB by defining the service’s purpose, ownership, and lifecycle details. Once the Business Service record is created, you can populate it with team contacts, business need, and criticality to the business. This is part of the governance process when managing CI’s in the CMDB. The final step is mapping CI relationships such as servers, applications, and other dependencies so the service becomes part of the wider CMDB model.
To create a business service in ServiceNow
- Click [All]
- In the Search Bar type “business service“
- Click on the [Business Service]
The “Business Services” page will appear.
Click [New] to continue.
The “Business Service – New Record” page will appear
In the top section, fill in the blank fields.
- Name = service label;
- Service Portfolio = category group (e.g. IT, HR);
- Taxonomy Node = classification tag. E.g. (Finance, HR, IT Operations, Security, Sales & Marketing)
- Phase = lifecycle stage (Pipeline, Catalog, Retired);
- Status = current state options are based on phase. E.g. (Requirements, In Development, Operational, Deprecated);
- Short Description = summary of service
- Owned By = responsible users from sys_user table
- Delivery Manager = responsible users from sys_user table
- Business Relation Manager = responsible users from sys_user table
In the Lower Section tabs
General Tab
- Number: Auto-generated unique ID for the business service record
- Version: Optional version label for tracking service iterations
- Aliases: Alternate names or identifiers for the service
- Service classification: Defines the type of service (e.g. Business Service, Technical Service)
- Consumer type: Indicates who uses the service. Typically: Internal, External, or Shared
- Start date: When the service becomes active or available
- End date: When the service is scheduled to be retired or decommissioned
- Last review date: Timestamp of the most recent governance or performance review
Team
- Delegate: Backup or alternate contact responsible for the service
- Business contact: Primary business stakeholder or point of contact
- Vendor: External provider or third-party responsible for part of the service
- Stakeholders: Individuals or groups with vested interest in the service’s success or delivery
Business Need
- Business need: Description of the problem or opportunity the service addresses.
- Business criticality: Importance level of the service, often ranked from [1 – Most Critical] to [5 – Least Critical].
Populate the minimum fields (see example below) and click [Submit]
The new Business Service is now created.
EOF