Installed components for Service 360

Service 360 installs numerous plugins, tables, and user roles.

Just like Performance Analytics - Premium, Service 360 is a premium plugin. To turn on both plugins, contact a ServiceNow representative to get the following components installed:

  • Plugins
  • User Roles

Additional components can be optionally installed if you wish to obtain additional licenses for Risk Management, Project Portfolio Management, and Financial Management. Contact a ServiceNow representative for more information.

Plugins

The following plugins are installed with Service 360.
Note: All additional plugins, tables, and other installed components associated with the following plugins are also installed when the Service 360 plugin is activated.
Table 1. Installed plugins
Plugin Name Plugin ID Description
Service 360 com.snc.service_360 Installs Service 360 functionality, as well as all of the plugins listed in this table, except Performance Analytics - Premium. Contact a ServiceNow representative to get Service 360 plugin installed.
Tree map com.snc.treemap Enables support for treemap view on any application.
Performance Analytics – Premium com.snc.pa.premium Performance Analytics allows the user to automate recurring information needs with scorecards and dashboards and by taking configurable snapshots of any data at regular intervals. Contact a ServiceNow representative to get this plugin activated.
Performance Analytics – Content Pack – Change Management com.snc.pa.change Contains the out-of-box key performance indicators for Change Management.
Performance Analytics – Content Pack – Problem Management com.snc.pa.problem Contains the out-of-box key performance indicators for Problem Management.
Service Portfolio Management com.snc.service_portfolio Service Portfolio Management allows an organization to document the business services it proves using a standardized, structured format. Performance against availability commitments is calculated and can be displayed in a homepage.
Service Portfolio Management—SLA Commitments com.snc.service_portfolio.sla Adds SLA commitments to support Service Portfolio Management.

Tables

Service 360 collects information and data from existing tables installed with the plugins listed above. Therefore, no additional tables are installed with the Service 360 plugin.

User roles

Roles specific to Service 360 are those for Service Portfolio Management.

Table 2. Installed user roles
Role Description
360_user The basic user role. User is allowed to view all treemaps, dashboards, categories, and indicators except those which require additional roles. This user cannot make any changes to the existing forms. Assigning this roles also assigns the pa_viewer role so that this user can view the Service 360 dashboard.
portfolio_admin In addition to all existing abilities for managing the Service Portfolio, related commitments, and availability, the Portfolio Admin is now able to view all treemaps, categories, and indicators, as well as, create additional categories and indicators and edit existing records.

If the optional Risk Management, Project Portfolio Management, and Financial Management plugins are installed, a user needs the following additional security roles assigned for these applications in order to view the reports in Service 360.

Table 3. Additional security roles
Role Description
sn_risk.user Grants user access to view Risk Management information. A 360_user with this role is able to view the Risk category, and related indicators. Having this role does not allow you to edit the records related to Risk in Service 360.
project_user User of the project management application. A 360_user with this role is able to view the Investment category, and related indicators. Having this role does not allow you to edit the records related to Investment in Service 360.
financial_analyst This role gives rights to the financial management application, and grants the ability to use the Workbench. A 360_user with this role is able to view the Finance category, and related indicators. Having this role does not allow you to edit the records related to Finance in Service 360.
financial_mgmt_admin Grants admin rights to the financial management modules. A 360_user with this role is able to view the Finance category, and related indicators. Having this role does not allow you to edit the records related to Finance in Service 360.
financial_mgmt_user Grants user rights to the financial management modules. A 360_user with this role is able to view the Finance category, and related indicators. Having this role does not allow you to edit the records related to Finance in Service 360.

To set up dashboards and indicators in Performance Analytics, the user needs one of the following roles.

Table 4. Roles required to set up Performance Analytics dashboards and indicators
Role Description
pa_admin An administrator can create new indicators, formulas, thresholds, and targets. An administrator can also add breakdowns, apply aggregates, create and edit dashboards, and change system configuration files, such as colors and layout. This role also includes the pa_data_collector role which would enable the admin to define and edit data collection jobs and job events, view job logs, and define and edit indicator sources, breakdown sources, bucket groups, and scripts.
pa_power_user A power user has the same abilities as the administrator, except they are not able to change system configuration files and alter the data collection jobs.

Script includes specific to Service 360 are:

Table 5. Script includes specific to Service 360
Script Includes Description
EstimateOverBudgetProjectFilter Script filter for projects estimated over budget.
ServiceProjectsBehindScheduleFilter Script filter for projects behind schedule.
Service360ClickThroughUtils Script to generate the click through URL for Service 360.