Create an SLA Which will apply on priority 1 (critical) incident.

[Akshay Pithore]

Procedure:

1. Navigate to All > Service Level Management > SLA > SLA Definitions.
2. Click New. The SLA Definition form is displayed.
3. On the form, fill in the fields

• Type : SLA,OLA and UC SLA : SLA is an agreement between a customer and service provider.OLA: OLA is an agreement between a Teams and service provider. service provider is a company.UC: Underpinning contract is an agreement between vendor and service provider. company is taking desktop from 3rd party to fulfill their service to client. so there is an agreement between vendor and service provider. Note: Here type selected as SLA.
• Target: Response and ResolutionResponse: Response SLA is calculated from the time the incident is created and assigned to a group till it is assigned to someone from the group. It is the time taken to acknowledge the ticket.(How much time will it take to respond)Resolution: Resolution SLA is calculated from the time the incident is created till the time the incident is resolved.(How much time will it take to resolve that particular incident).Note: here Target selected as Resolution
• Table: Incident
• Flow : Default SLA Flow and Default SLA WorkflowNote: Here selected default SLA Flow

• They are usually running a flow and the flow is responsible for sending out remainders email notifications to the assignee or the manager of the assignee, worst case to remind them that they will have to get work otherwise ,the SLA going to be breached for the incident.
• As we can see in the default SLA Flow, the first remainder is being sent out after 50% of the SLA duration has elapsed. that means if the SLA set to breach after eight hours, the first remainder will go out after four hours. then we wait another 25% to send out another remainder and then if the SLA has been breached. meaning 100% of SLA time is over, we are going to send another notification in this case to the manager of the assigned to.
• Duration in SLA: SLA duration defines the length of time within which a task must be completed before the SLA is breached.Note: Here duration is selected User specified duration
• Schedules in SLA: Schedules within SLA enable you to define the time periods during which the SLAs accumulate business time.Note: Here schedule is selected SLA definition
• Conditions in SLA: Start condition, Pause condition, Stop condition and Reset condition
• Start condition

• Pause condition

• Stop condition

• Reset condition

• Retroactive start: for example, if an incidents priority is changed to critical and a priority critical SLA is attached at that time, Retroactive start means that the SLA Counts from when the incident was first created, rather than from when the incident priority changed.Note: Here set start to field selected 'created'.

• Submit The SLA Definition form.
• Navigate to All> Incident module >Create New
• Note: Priority 1- Critical

• Note : Task SLA attached

• In related list> show SLA Timeline > SLA timeline Displayed.
• When SLA start downward green arrow shows
• Note: Redline represent SLA time Breached
  • When State is on-hold >SLA Pause condition met >1st downward Black arrow shows and when state in progress> 2nd downward black arrow shows.
  
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  • When 50% SLA Time elapsed then yellow color shows
  
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  • When 75% SLA Time elapsed orange color shows
  
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  • When Incident resolved SLA Time line shows diamond Black arrow.
  
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  • In this way SLA Definition created.
  • To learn more SLA Definition created.https://docs.servicenow.com/bundle/vancouver-it-service-management/page/product/service-level-manage...

[Sujit Jadhav]

Hello @Akshay Pithore ,
Helpful article
Thanks for Sharing.

[Mark Manders]

I do understand that you post this in the question section, since only privileged users can post blogs or articles, but please start with stating that it's not a question. More seasoned Community members know how to create SLA definitions and are reading your text, thinking you are having trouble with an SLA they want to help you with. Starting with saying it's an article or informative piece about creating SLAs, saves them time. Time they can use helping others.