Service Level Management

Request offerings are provided by an organization to serve customers; they are used to help classify incidents and specific services within the system. Descriptions of the supported service offering are documented with the CI.Service object. It is intended to classify incidents as they are recorded and to provide a 360 degree view of the request offering, including service level agreements and supporting CI-Assets. It also includes a historical view of incident, problem and changes that have been reported against the request offering.

Sample services might be to provide web hosting or to provide Service Desk support. Request offerings are actions or equipment used to implement the service, such as email services or use of a MySql database.

Request offerings are configured by a service owner or administrator.

Request offerings are used by Service Catalog users or requesters. After you create and configure service requests and request offerings (and optionally, multiple tiers of service levels), you should configure the service level packages.

The process for defining and offering a service is:

Create and define a request offering and assign it to a category. See Working with Request Offerings
Create and define a service request. See Working with Service Requests.
Optional. Create and define service level agreements. The service level agreement defines terms and conditions for these request items, which are available to the users belonging to that organization through the Service Catalog. See Service Level Agreements