Service commitments are specific services that define the unique availability guarantees, scope, and pricing for a service offering.

Before you begin

Role required: service_editor

About this task

Service commitments define the expected level of a service. A service offering derives from a service, tailoring the parent service to a specific business need. A service offering consists of a set of service commitments which uniquely define the service offerings.

To create service commitments, each service needs at least one associated service offering.

Procedure

  1. Navigate to All > Service Portfolio Management > Service Offerings.
    Alternatively, you can navigate to Service Portfolio Management > Commitments.
  2. Open a service offering record.
  3. In the Service Commitments related list, select New.
  4. Give the commitment a descriptive name.
    You can specify any kind of service.
  5. Select the Type of commitment from the list.
    OptionDescription
    Availability or Maintenance Window Used in system processing. If you select Maintenance Window, the Schedule field is required.

    Creates Availability records for the service offering based on the outages for that offering. If an Availability commitment exists, when an Outage is created against a service offering with the Availability commitment, it will begin tracking down time and availability.
    Response Time, Delivery or Other Display additional information in the service catalog. This information details the type of service commitment the user may expect from a given service offering. These service commitment types do not provide additional functionality or a homepage gauge.
    Recovery time objective Guarantee of how long it takes to recover the system from the recovery point. Set the recovery time in the Time Amount field that appears when you select this commitment type. This field is available with vendor ticketing.
    Note: These service commitment types do not provide additional functionality or a homepage gauge.
    Recovery point objective Guarantee of how often backups are performed. Set the backup interval in the Time amount field that appears when you select this commitment type. This field is available with vendor ticketing.
    Note: These service commitment types do not provide additional functionality or a homepage gauge.
    SLA Allows commitments defined by a service level agreement (SLA) that tracks whether a vendor provides a level of service for a defined percentage of the time. The SLA results are calculated automatically and can be viewed on the My Services - SLAs homepage or by navigating to Services > Service Offering SLAs > SLA Results.
  6. (Optional) Select a Contract for this service commitment.
    This information is used when creating vendor credit records.
    Tip: If you don't see task (SLAs for incidents related to service commitments), then contact your Administrator. When Contract is entered in the Reference field of the incident, then the Use reference qualifier field should be set to Advanced, and the global business rule contractFilter must be entered in the Reference qual field.
  7. Enter the information to calculate credit owed by the vendor for any contract breaches.
    These fields are available with vendor ticketing:
    • Breach penalty amount: Amount assessed per unit of time for a breach.
    • Per: Unit of time used to calculate the total credit owed for a breach.
    • Breach penalty time: Amount of free time provided by the vendor per breach.
  8. Complete the form and select Submit.
    The Service Offering form opens, and the new commitment appears in the Service Commitment related list.
  9. Select New to add another service commitment or select Edit to add an existing commitment to this offering.