Best Practices when Adjusting Schedules/ Service Commitments

[wrongway]

Hello community,

we are looking to change the Hours of Service in the Future and for that I need some Understanding of the Best Way to do it. (how its intended by SN)

Since I couldn't find much on docs, i hope to find some helf here. 😀

Situation: 
Business Services  have Service Offerings, the Offerings can have Commitments of different types:

If we look in particular at Service Commitments with the Type 'Availability':

-the Availability-Scores are calculated based on the Schedule we  put behind the Services (e.g. MO-FR 9-5 ).

-this Schedule can change at some point, because of Change of contracts / organisational change

Now my Question:

When those Service Hours/ Schedule change which way is to prefer?

1. Changing and applying a new Schedule to my already existing Service Commitments

    -is there any Risk to loose historical data due to the change of schedule? 

   - would there be a Downside for Reporting?

2. Create new Service Commitments with a new Schedule

    - if so, what would you do with the Service Commitments that are 'outdated'?

    - Thought: Reports on those Service commitments would change and would have to be touched
3. Is there another way I don't see?

I would be thankful for  sources i didn't find or some of your experiences about

adjusting Schedules in Service Commitments.

Thanks a Lot!

[Dr Atul G- LNG]

Hi @wrongway 

Now my Question:

When those Service Hours/ Schedule change which way is to prefer?

1. Changing and applying a new Schedule to my already existing Service Commitments

    -is there any Risk to loose historical data due to the change of schedule? 

   - would there be a Downside for Reporting?

Atul: I think , if you make change in existing one , it may impact the historical data. 

2. Create new Service Commitments with a new Schedule

    - if so, what would you do with the Service Commitments that are 'outdated'?

    - Thought: Reports on those Service commitments would change and would have to be touched

Atul: This is best way, reason

- Give a clarity why new commitment comes 

- Applicable only for new record

- Create new reports and fresh dashboard, may be it help you clean up old dashabord. 

3. Is there another way I don't see?

[wrongway]

Hi @Dr Atul G- LNG , thank you for taking the time responding to my questions. 
If you set new Service Commitments with a new Schedule, would you delete the old Service Commitments or what do you do with them, since you cant set them inactive?

Regards Phil

[Dr Atul G- LNG]

Hi @wrongway 

I will not recommend to delete old commitment immediately ,  keep it for some time 3-6 months and then delete those as there is no inactive or rename those with _old /_not in use and change the conditions too.

[jasonedwards]

@Dr Atul G- LNG  if 2 commitments are running then wouldn't both generate uptime and downtime data resulting in 'double counting' for the service offering?

Surely users around the world have had to change commitments but ServiceNow has failed to provide any documentation on this subject.