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 a solution from ServiceNow, that would do the creation for you. So you would need to decide as a company, how you want to manage it. And when you want to created it.

[Alan Prochaska]

Hi Sebastian,

Do you mean Affected CIs on the Outage record?  What you wrote sounds encouraging, if I understood it.  It sounds like you added the target CI and the service offering on the Outage.Affected CIs, and then the Service Availability comprehended the outage in its calculation.  Yes?

Different question

Have you ever had multiple commitments for a single offering?  For example, 8h for non-prod, 2h for prod.  First I thought those should be separate offerings, but there is an order field on commitments, so I wonder if offerings can have multiple commitments.

Thanks for any help.

Alan

[SebastianKunzke]

@Alan Prochaska Yes, when you use the related list "affected CIs" on the outage, the availability is recalculated.

You can have multiple commitments on a single offering, but this is more to the reason, that a a commitment can have different types. For the type "availability" I would say you should have only one commitment. But for SLA commitments you could have a couple one. One use case would be different priorities on the incident. 

Related to the order field, I am not aware, that there is any function behind it.