Service offerings,commitments, outages and availaibility

[Ruth_Porter]

Hi there,
We have been looking at the ServicePortfolio management plugin with a view to getting availability reports for service offerings using outage records set up on incidents and have some question.
1. It sesm that availability is calculated using outgaes linked to the service offering; can you roll up outgaes form individual cIS to the relevant service offering:
2. Do the entries shown by the module called Availability happen in real time? By that I mean if you add an outage record for a Service Offering should the releavnt entries here reflect it immediately or is doen periodically?
3. Can anyone explain how all these elements fit together?
Thanks in advance for any help, Ruth

[mrmoomey]

Hi Ruth,
Did you ever get a response to your questions? We got the same finding during my evaluation. We ideally want the incident CI with the outage to drive the availability calculation. For testing purposes we linked Application and Infrastructure CIs to the Service Offering CI. We logged incidents / outages against these CIs with the hope that the avaialability calculated. It did not. Indirectly affected CIs don't rollup and force the Service Offering to report an availability outage. I'm trying to identify how ServiceNow intended incident or change work flow to trigger the Service Offering outage and availability calculation.
Regards
Mike Moomey

[eqcvfra]

Hi Mike, I am looking for a way to calculate availability of applications as well - we currently have business service -> business service-technical applications -> all infrastructure components related that provide the application. Within our Incident form, we manually enter in "outage" based upon the CI that has the Incident. What we have yet to find is a report, or calcualtion of Availability - one that would aggregate all outage durations and roll up to the business services at the parent level.

We are also looking for reports on any/all Incidents by business service - our Incident form has "CI" on it, but we are putting the actual downstream CI that has the Incident. We would like to report out by Business Service, all incidents to all CIs that support each business service.

Anything that you may be able to share is greatly appreciated!

[SLMTeam]

We got the same situation here ...

In fact, ServiceNow Wiki has a topic for Service Portfolio Management, under the Activating the Plugin session says we need to contact customer support prior to installation or it does not work and SLA results are not calculated. I pasted the content below for reference.

Does that mean we need to leverage ServiceNow support to help integrate the tool to current system in order for us to fully test the Service Offering / Availability Measurement functions?

Any feedback will be very helpful.

From: http://wiki.service-now.com/index.php?title=Service_Portfolio_Management_-_SLA_Commitments

_____________________________________________________________
Activating the Plugin

Before activating this plugin, consider the installed components, dependencies, and impact.

Installed Components: modules, a homepage, fields, tables, business rules, script includes, and a scheduled job. For more details, see Installed Components.
Dependencies (installed automatically with the plugin): Service Portfolio Management Plugin, Service Level Agreements (SLA) Plugin (active by default in the current version)
Impact:
The plugin modifies the Process SLAs business rule to process Service Offering SLAs. Customers who have modified this business rule must contact customer support prior to installation or the plugin does not work and SLA results are not evaluated.
A new type of service commitment (SLA) is added to Service Portfolio Management.

To activate the plugin, make a request to ServiceNow Technical Support using the Request Plugin Activation module from HI.

[klee21]

Hi Ruth and Mark - got any response for this? I am also very intereted in this topic.

Thanks,
Kevin