Generate on-demand availability reports displayed in Service Owner Workspace. When a service commitment contains an availability guarantee, the service offering displays an availability report.

Before you begin

Important: As of the San Diego release, Service Owner Workspace is in a planned deprecation. New customers can't find or activate Service Owner Workspace. ServiceNow® continues to support existing customers with Service Owner Workspace. For more information on availability, see View availability results in Service Portfolio Management. For information on the product replacement and the deprecation process, see Service Owner Workspace.

Role required: service_editor

About this task

Figure 1. Navigate
Set up Service Owner Workspace

Availability records are generated by a daily job when you select an Availability type service commitment for your service offering. By defining service offering availability, you generate reports that track the actual availability of the offering. For a 7-day chart, no reporting data is available until five days after the service offering is created. For 30-day charts, 23 days of data is required before a report is generated. For a 12-month chart, the database must contain at least 10 months of data.

Procedure

  1. To generate a new service availability, navigate to Service Portfolio Management > Availability and click New.
    Note: When an Availability commitment type is added to a service offering, it will generate a year's worth of availability records for that offering and commitment. For this reason, existing Availability forms should not be edited. Availability is calculated based on the outages in the system for that offering. If an outage is updated, then the related availability records are updated too.
  2. Fill in the form fields.
    Table 1. Service Availability form
    FieldDescription
    Display name Enter the name of the service availability as it appears in record lists. Automatically set at record creation based on service offering and commitment.
    Service offering Select the service offering for which you want to generate an availability record.
    Service commitment Select the service commitment to apply the availability record.
    Start Choose the start of this availability interval.
    End Choose the end of this availability interval.
    Committed uptime Enter the total expected service availability for this commitment.
    Acceptable downtime Enter the acceptable amount of downtime against this commitment schedule for this interval.
    Total downtime Enter the wall-clock downtime, independent of schedule.
    Met commitment Availability commitment was met for this interval. Check to indicate the commitment was met.
    Note: The following fields display SLA result data when available:
    • Total availability % — Availability percentage for the entire interval, independent of schedule.
    • Total outages — Total number of outages in this interval, independent of schedule.
    • Commitment availability % — Availability percentage within this commitment schedule.
    • Commitment downtime — Downtime that counts against this commitment schedule.
    • Commitment outages — Number of outages against this commitment schedule in this interval.
  3. Click Submit.
    View service offering Availability reports in Service Owner Workspace.