Need help - Utilizes SLA/OLA/and availability data

[Danielle10]

Good day, any help from anybody about this? Need some help with this.

Working on a demo that utilizes SLA, OLA, and availability data. We are trying to understand if it rolls up to the service level when an outage is against a configuration item. We are just trying to understand how it’s calculated as we would think with Service Mapping, the service would go down when an application service goes offline, thus affecting the availability.

How do you get metrics for this too?

Thank you so much!

[Dr Atul G- LNG]

Hi @Danielle10 

SLA is used to track for overall from start till end time of a record.

OLA - For internal team, in your case you can use OLA for specific CI and for specific group.

Availablity - you can track in Service commitment. 

[Danielle10]

Installed the SPM Premium plugin but not sure what it changed, did not see any differences/changes.

Also, we have created a Service Commitment - it has a Configuration Item. Maybe there is something missing that we have not filled in on this form?

[Dr Atul G- LNG]

Hi @Danielle10 

https://docs.servicenow.com/bundle/vancouver-it-service-management/page/product/service-portfolio-ma...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0851951

https://youtu.be/mWqliFLHRLM

As per my understanding

- Create Service

- Creates Service Offering

- Build CI relationship

- Add Service commitment in Service Offering Related list

- Create Incident

- Add Outage on same CI

- and then see how it working.

[Danielle10]

Thank you for that part... Yes, but you still are not showing me/telling me how and if it rolls up to the service level when an outage is against a CI. Do you know where I can see how this is done? Examples, steps?