ServiceNow SLA Tutorial
Service Level Management, or SLM, is defined as taking the responsibility to ensure that all its service management processes, operational level agreements, and support contracts, are appropriate for the agreed-upon service level targets. SLM monitors and reports on service levels, and holds regular customer reviews. Besides, the key criteria for any information to be contained within a Service Level Agreement (SLA) is that it must be measurable, with all language used is clear and concise in order to aid understanding. This blog briefs you on the concepts of SLA and its features, Designing SLA structures, Types of SLAs, an example of an SLA document, Monitoring Service Level Agreements, and an example of a Service Level agreement process. and we can in-depth by ServiceNow Online Training .
Features of Service Level Management
Service Level Managers take the responsibility to set the agreements between a service provider and customer which defines the scope, quality, and speed of the services being provided. The SLM offers the customer an expectation of service within a known timescale and the monitoring capability when service levels are not being met. SLM can be used in various fields such as HR, Facilities, and IT to keep track of how internal and external teams are performing against their agreed service levels. Service level management offers features such as SLA definitions, Task SLAs, Integration with other ServiceNow plugins.
SLA Definition
The SLA definition record will be used for defining a specific set of criteria that would result in generating an SLA. The following parameters have to be defined.
Table: SLAs can be defined against any task table.
Duration: This specifies the time duration in which the service must be provided to the customer.
Schedule: The schedule can be specified which indicates valid working and non-working days that the service provider follows to deliver the service. The selected schedule will be used to determine when the SLA will breach.
Conditions: You can specify the conditions under which the SLA will start, pause, stop, or reset.
Task SLAs
When an SLA Definition is triggered against a particular task, the Task SLA record is generated which contains all the tracking data of the specific SLA on that record. For instance, if an SLA Definition exists for P1 incidents a Task SLA record will attach to the P1 incident record and captures all the data associated with it. In most of the cases, there exist multiple Task SLA records against a single task since many definitions apply.
Additional SLM Plugins
The plugins enable extra functionality within SLM. The plugins include SLA Contract Add-on and Service Portfolio Management - SLA Commitments.