Does a Service Offering require both an SLA and Service Commitment

[Khill]

Can someone answer this question? 

[Nilesh Pol]

@Khill No, a Service Offering in ServiceNow does not require both an SLA and a Service Commitment, but it can include one, both, or neither, depending on how your organization models its services.

A specific instance or variation of a business service available to customers (e.g., "Email for Executives") is commonly know as Service Offering.

SLA's corresponds to measurable response or resolution time targets (like "respond in 2 hours, resolve in 8").

Service Commitment a broader term used in the CMDB to track expectations and capabilities — includes SLAs, OLAs (Operational Level Agreements), and UCs (Underpinning Contracts).

[Khill]

Thank you. So what would be an example of when a service offering would require an SLA ?

[Nilesh Pol · Accepted solution]

@Khill A Service Offering would require an SLA when the organization wants to set measurable expectations around response or resolution times, particularly for customer-facing or mission-critical services.

lets take an example of a HR Onboarding Services to guarantee tasks (like equipment or access setup) are completed before a new hire starts.