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

[williamsun]

Sorry for the delay in answering.

That is actually a Database View where I join 5 tables:

1. Join Task SLA (100) with Affected Services (200) where the task is equal AND the Task SLA is active != 'false' AND the Task SLA is not 'Cancelled'
2. Join the result with Business Services where the Sys ID is equal to the Affected Service, and the Affected Service is a 'business_offering' type.
3. Join the result with the Offering-Commitment table (many to many) where the Offering is equal to the Business Service's Sys ID
4. Join the result with Service Commitments where the Sys ID is equal to the above Commitment, and the commitment type is 'sla', and the commitment's SLA is equal to the Task SLA's SLA.

I call this view "Service Offering Incidents", and this is how I configured the table views in order:

• task_sla [prefix: task_sla]
• task_cmdb_ci_service [prefix: task_service] where task_sla_task = task_service_task && task_sla_active = 'false' && task_sla_stage != 'Cancelled'
• cmdb_ci_service [prefix: bs] where bs_sys_id = task_service_cmdb_ci_service && bs_sys_class_name = 'service_offering'
• service_offering_commitment [prefix: soc] where soc_service_offering = bs_sys_id
• service_commitment [prefix: sc] where sc_sys_id = soc_service_commitment && sc_type = 'SLA' && sc_sla = task_sla_sla

That was probably a missing piece I never provided, thanks for catching that!

ws

[mike_bush]

So - here we are at FUJI - has there been any improvement?

1. Fundamental - CI Outage rolls-up to any services depending upon that CI

2. One day - first CI Outage can DEGRADE a service, second can take it OUT

[jbreitung]

We are calculating availabilty at the Service Offering level, and we have several roll up services, which calculates the availability for several of the service offerings included in the "bundle".   This is working quite well for us, so if you still have the need and no solution, let me know and I will share how we accomplished this.

My current challenge is trying to figure out a way to calculate availability as a percent of the total service offering for one geographic location.   For example, if I am a business with 10 stores, and the service offering is for the cash register systems in all stores, how do I set up ServiceNow to calculate the availabilty if only one of the 10 stores' register is down?   It should be a 1/10th hit against the availability, because all the remaining stores are fully operational.

[jamestemple]

Hi Jean,

Our company is in the process of implementing ServiceNow (Fuji release), and I have been tasked with being the process manager for Service Level Management.

I would really appreciate any information you have found regarding SLAs, commitments, service offerings with business services, availability, etc.   I am not having much luck finding out how everything ties together within the tool for these processes.

If you could Please email me any links, documents, information, etc, on these topics it would be VERY much appreciated!

Thanks in advance for your assistance!

James Temple

jtemple@unum.com

[jbreitung]

See my response to Ruth today