Is it possible to create a service commitment record if we put in a CI instead of a service offering?

[Aman43]

I am wondering is it possible to create a service commitment record if we put in a CI like a application in the outage record instead of a service offering that is directly connected to a service commitment.

Example:

Let's say we have a service commitment called: Commitment 01.

Service Offering connected to Commitment 01 called Service Offering 01.

A web application connected to service offering called: Web application 01.

A server connected to the web application called: Server 01.

Whenever I create a outage record, I have to put in Service Offering 01 in the CI field for it to show up on the commitments missed/met table. However, I want to be able to put in Server 01 and have it "crawl" it's way up so that it still shows up in the commitments missed/met table. Is this possible? If show how or what am I missing?

[SebastianKunzke]

I am not aware of an OOTB function, but I just build your example with an outage for a CI. But at the related tab "affected ci" I added the service offering. Afterwards my service commitment for the service offering was affected. It seems that the service commitment calculation runs over the affected CI table and not over the outage table it self. 

So you would need to create a business rule, that runs offer the relationship table until its finds a related service offering. When you detected the service offering you would need to add it to the related list "affected CIs" of the outage. The rest would be OOTB.

[Aman43]

Hey,

Thanks for the reply. I am confused about what you are saying could you please clarify?

Thanks!

[SebastianKunzke]

I will try it.

After you create an outage, you can add the affected CIs. When you do this, the availability for the added CI is calculated.

 In my example I created the outage for a computer and added a random offering to see, if the service commitment calculation is affected. And it is.

My conclusion based on that is:

1. You can add manually a offering to an outage. Over the dependency map/relationship the server you could find the service offering.
2. When you create a business rule, which determines the affected CIs, you can achieve your requirement. The business rule must include a script, that is running over the relationship table until it will find a business service offering. You would need to link the offering to the outage.

[Aman43]

I see. So what is the industry standard for incidents? Do outages for incidents have to be created manually?

Because I created a change ticket, selected the "Service Interruption" checkbox and added the Service Offering to the Affected CIs related link tab at the bottom of the change ticket and it automatically created the outage for the CI that I had in the CI field above (server) plus the offering I added in the Affected CIs tab. However, this isn't the case for incidents.