Lesson 1
1. SLA Definitions
In ServiceNow, an SLA Definition is a configuration that outlines the rules for creating and managing Service Level Agreements (SLAs). It specifies the conditions under which an SLA is triggered, the duration of the SLA, and the actions to be taken upon breach or completion. Essentially, it’s a template for generating task-specific SLAs based on defined criteria.
Key aspects of SLA Definitions in ServiceNow:
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Defining the Scope:An SLA Definition specifies the table (e.g., Incident, Request) to which the SLA applies, the conditions that trigger the SLA (e.g., Priority is High, State changes to In Progress), and the duration of the SLA (e.g., 8 hours for a Priority 1 incident).
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Start Condition:This is a crucial part of the SLA Definition. It determines when the SLA timer starts by defining the specific conditions that need to be met on the task record for the SLA to be attached.
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Duration and Schedule:SLAs can be configured to run 24/7 or based on specific schedules (e.g., business hours).
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Retroactive Start and Pause:SLA Definitions can be configured to retroactively apply to tasks, meaning the SLA timer can start from a past point in time (e.g., when the incident was created). They can also include retroactive pause time, allowing SLAs to recover from pauses that occurred prior to the current time.
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Workflow and Notifications:SLA Definitions can also define the workflow to be followed when the SLA is breached or completed, including sending notifications to relevant parties.
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Types of SLAs:ServiceNow supports various SLA types, including:
- Customer SLAs: Agreements with external customers.
- Internal SLAs: Agreements between teams or departments within an organization.
- Multilevel SLAs: Used when there are multiple service providers or end-users involved, often with different service levels and price points.
- Customer SLAs: Agreements with external customers.
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Example:A Priority 1 (P1) SLA Definition might specify that the SLA is triggered when an incident’s priority is set to Critical (P1), and the resolution time is set to 8 hours. The definition would also include actions like sending notifications when the SLA is 50% breached or fully breached.
By defining these parameters in SLA Definitions, ServiceNow allows for the automated management of service levels, ensuring that agreed-upon service standards are met and providing mechanisms for escalation and resolution when service levels are not maintained.
