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07-21-2025 12:13 AM
Hi All
Appologies if this isnt the right location for this question, im looking for training resources around reviewing and configuring SLA's within Service now, ive tried searching under my learning for anything relating to SLA's but i dont seem to be finding much, can anyone offer any advice please.
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07-21-2025 01:39 AM
Hi @Tony ,
You can refer to the doc : Create an SLA definition
SLA in ServiceNow , Servicenow SLA configuration - ServiceNow Community
and KB :ServiceNow
Sandeep Dutta
Please mark the answer correct & Helpful, if i could help you.
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07-21-2025 01:47 AM
Hello @Tony
Do refer below:
https://youtu.be/vjPFVcL248s?si=aHbHKyl5x76l1FCe
SLA In ServiceNow - SLA Stages | SLA Conditions | Retroactive Start
If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.
Thanks & Regards
Viraj Hudlikar.
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07-21-2025 01:55 AM
Hello @Tony ,
Please refer below YT links -
https://www.youtube.com/watch?v=NxLlSp9qB04
https://www.youtube.com/watch?v=U_vNVGajLXs
https://www.youtube.com/watch?v=zMOoVokK3gI
Thank you.
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07-21-2025 01:39 AM
Hi @Tony ,
You can refer to the doc : Create an SLA definition
SLA in ServiceNow , Servicenow SLA configuration - ServiceNow Community
and KB :ServiceNow
Sandeep Dutta
Please mark the answer correct & Helpful, if i could help you.
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07-21-2025 01:47 AM
Hello @Tony
Do refer below:
https://youtu.be/vjPFVcL248s?si=aHbHKyl5x76l1FCe
SLA In ServiceNow - SLA Stages | SLA Conditions | Retroactive Start
If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.
Thanks & Regards
Viraj Hudlikar.
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07-21-2025 01:55 AM
Hello @Tony ,
Please refer below YT links -
https://www.youtube.com/watch?v=NxLlSp9qB04
https://www.youtube.com/watch?v=U_vNVGajLXs
https://www.youtube.com/watch?v=zMOoVokK3gI
Thank you.

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07-21-2025 01:58 AM
Below links should help you
https://www.servicenow.com/docs/csh?topicname=c_SLADefinitions.html&version=latest
https://www.servicenow.com/products/itsm/what-is-sla.html
Regards,
Sumanth