ServiceNow CIS-ITSM free question 9 / 10 · Domain 4: Service Portfolio Management
Your IT department has registered an Email service in Service Portfolio Management. You want to create a service offering that sets the level of the service uniquely in terms of availability, scope, and pricing. What does a service offering consist of?
- A set of one or more incident records from which past outages give the service level
- A set of one or more CI relationships from which the dependency map derives the level
- A set of one or more service commitments that define the level of service it provides
- A set of one or more SLA tasks, each of which manages the service level of one task
Show the answer and explanation
Answer: C
Why this is correct
The documentation says that a service offering consists of a set of service commitments which uniquely define the service offering. Service commitments define the expected level of a service, and they define the unique availability guarantees, scope, and pricing for a service offering.
Why the other options are wrong
"A set of one or more incident records from which past outages give the service level" … Incidents are a record of what happened. A level calculated afterwards from outages is not a definition of what the offering promises.
"A set of one or more CI relationships from which the dependency map derives the level" … A dependency map shows what a service relies on. It does not say what level of service is offered.
"A set of one or more SLA tasks, each of which manages the service level of one task" … An SLA is one of the commitment types used to measure a promise. SLA tasks are not the units that make up an offering.
Key point
A service offering derives from a service and tailors the parent service to a specific business need. One service can therefore have several offerings at different levels, for example a standard offering and an executive offering that also includes an availability guarantee.
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