Technical Service Offering and Service Commitments

[Gauravm]

Hi,

I am having difficulties to understand and align the Technical Service Offering with different Service Commitments we have in our organization.

Overall Scenario: A unique Technical Service has a Single Technical Service Offering with more than 100+ Applications related with it. But each Application related with the respective TSO has a different Service Commitments (Like, Gold or Silver or Bronze) therefore the Service Levels are different. We want to align the Service Levels without creating new Technical Service Offerings because it will disturb the current setup for Incident Management.

Can we achieve this without much of customization? 

[Amit Gujarathi]

HI @Gauravm ,
I trust you are doing great.

aligning multiple service commitments under a single Technical Service Offering (TSO) without extensive customization can be challenging, particularly when dealing with a variety of service levels like Gold, Silver, and Bronze. However, it is possible to manage this effectively using a combination of ServiceNow's out-of-the-box features and some strategic configuration. Here's a high-level approach:

1. Utilize Service Level Agreements (SLAs): ServiceNow's SLA engine can be leveraged to handle different service levels. You can create SLA definitions for each service commitment level (Gold, Silver, Bronze) and apply them to incidents or requests based on the application or other criteria.

2. Custom Attributes for Applications: Add custom attributes to your application records to indicate their service commitment level. This attribute can be used to trigger the correct SLA.

3. SLA Definitions Based on Conditions: Set up your SLA definitions so that they are triggered based on the application's service commitment attribute. For instance, an SLA for Gold service level should only apply to applications marked as Gold.

4. Reporting and Dashboards: Utilize ServiceNow's reporting features to create dashboards that track and display SLAs and incidents by service commitment levels. This will help in monitoring and ensuring compliance with the defined service levels.

5. Scripting for Advanced Logic (if necessary): If the out-of-the-box functionalities are not sufficient, you might need to use some scripting. Business rules or script includes can be created to handle more complex scenarios. However, it's important to keep customization minimal to ease maintenance and upgrades.

6. Regular Review and Adjustment: Regularly review the alignment and performance of the service levels. Adjust SLA definitions and configurations as necessary to ensure they continue to meet organizational needs.

7. Training and Documentation: Ensure that all stakeholders, including the incident management team, are aware of the changes. Provide training and documentation on how the different service levels are managed within the single TSO.

[Gauravm]

Thank You @Amit Gujarathi 

[Gauravm · Accepted solution]

Thank You @Amit Gujarathi for detailed response. I like the recommended approach of defining the Gold/Silver/ Bronze at Application Level then adding it to SLA Conditions. Let me have a POC done for this.

Have a nice day.