Business Service / Service Offering - Agreement SLA field purpose

[Michal Hancar1]

Hello,

I have been investigating and could not find much information regarding the purpose of "SLA" field on Business Service or Service Offering form (in Default view).

Documentation only says:

SLA - A reference to the Agreement [sla] table.

Threads here on community contain a very limited information also.

My questions are:

1) How does this field (SLA - or agreement table in general) relate to availability of a Business Service / Service Offering?

2) Given that you can relate Agreement with a Configuration Item, do Blackout or Maintenance Schedules influence this in some way?

3) What is the purpose of records in Agreement [sla] table in general?

4) Is there some background logic?

5) Is there an OOTB way to track the availability of a Business Service by using Agreement [sla] record?

So far my conclusion is that records in Agreements table seem only for administration purposes, meaning, there is no script include or business rule (I could not find any) in the background that would use them. Also, I found It is possible to add related list of Agreements to Contracts record but then again, the purpose of this seems only administrative

Last idea that I have is a pure speculation on my part but it is that Agreements [sla] table is basically an old version of SLA since earlier ServiceNow releases which were later replaced by SLA definitions but kept just like legacy fields on task extended tables like incident or request (incident_state etc.).

Any information regarding Service Porfolio Management and SLA field on BS or SO in particular would be appreciated.

Thank you.

Michal

[Randie Jaffe]

I also cant find any documentation on the Agreement form and what it is used for. Any help would be much appreciated.

[thunderfrog]

We just created an agreement from inside DPM and became very confused to how it relates to the SLAs and the timers.   We cannot find a good documentation on Agreement use and purpose.  Does anyone know how best to use them.