Business Services SLA

kwenzel
Kilo Contributor

‎05-08-2015 01:48 PM

Hi,

I was looking at the Business Services cmdb item and noticed it has a field named SLA.

If you go to add an item, it will reverence an "Agreement" table with demo data of "Finance 99.99"

Business Service.jpg

I figured that data would be stored in the SLA Definitions table, but not so...

SLA Definitions.jpg

I've tried finding "Agreement" but can.   I'm kinda lost..

Can anyone tell me why Business Services would use a SLA attribute that points to a different table than "SLA Definitions" and also why there are two tables in the first place?

Thanks!

Kris.

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Jaisankar
Tera Expert

‎05-09-2023 06:38 PM

Good day.

 

Trying to understand further on SLA defined directly on business service (sla.list (agreement)). Have posted a question here @ Business Service - Availability and Response Time ... - ServiceNow Community and repeating the same below, as we believe that our question is tied to this discussion / thread. 

 

Can you please explain the difference between availability and response time SLA defined directly against business service [agreement (sla.do)], and the availability and response time set using Service commitment / offering?

 

Is setting up Service offering / commitment mandatory for Service Portfolio Management availability report OR is it enough that we directly attach the availability and response time to business service agreement [sla table (sla.do)].

 

Also, can you please guide us to the right dashboard to get the response time metrics at business service level? 

 

Please help to clarify.

 

Thanks

 

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