{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":34024,"path":"it-service-management/service-portfolio-management/define-SPM2-service-commitments.md","title":"Add a commitment to a service offering in Service Portfolio Management","bundle":null,"doc_type":null,"release":"australia","body":"\n# Add a commitment to a service offering in Service Portfolio Management\n\nService commitments are specific services that define the unique availability guarantees, scope, and pricing for a service offering.\n\n## Before you begin\n\nRole required: service\\_editor\n\n## About this task\n\nService 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.\n\nTo create service commitments, each service needs at least one associated service offering.\n\n## Procedure\n\n1. Navigate to **All** > **Service Portfolio Management** > **Service Offerings**.\n\n Alternatively, you can navigate to **Service Portfolio Management** > **Commitments**.\n\n2. Open a service offering record.\n\n3. In the Service Commitments related list, select **New**.\n\n4. Give the commitment a descriptive name.\n\n You can specify any kind of service.\n\n5. Select the **Type** of commitment from the list.\n\n\n
\n\n**Availability or Maintenance Window**\n\n\n\nUsed 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.\n\n
\n\n**Response Time, Delivery or Other**\n\n\n\nDisplay 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.\n\n
\n\n**Recovery time objective**\n\n\n\nGuarantee 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.\n\n
\n\n**Recovery point objective**\n\n\n\nGuarantee 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.\n\n
\n\n**SLA**\n\n\n\nAllows 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**.\n\n
6. Select a **Contract** for this service commitment.\n\n This information is used when creating vendor credit records.\n\n **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.\n\n7. Enter the information to calculate credit owed by the vendor for any contract breaches.\n\n These fields are available with vendor ticketing:\n\n - **Breach penalty amount**: Amount assessed per unit of time for a breach.\n - **Per**: Unit of time used to calculate the total credit owed for a breach.\n - **Breach penalty time**: Amount of free time provided by the vendor per breach.\n8. Complete the form and select **Submit**.\n\n The Service Offering form opens, and the new commitment appears in the Service Commitment related list.\n\n9. Select **New** to add another service commitment or select **Edit** to add an existing commitment to this offering.\n\n\n**Parent Topic:**[Service offerings in Service Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-portfolio-management/SPM2-service-offerings.md)\n\n"}}