Difference between task_sla and sla table?

[SB87]

Is anyone able to explain how the 'sla' table is used in ServiceNow?

I'm aware the [task_sla] table stores Task SLA records for the SLAs attached to particular tasks. A Task SLA record is created when an SLA Definition is triggered against a specific task, and it contains all of the tracking data for that SLA.

I'm also aware the [contract_sla] is used to manage and track Service Level Agreements (SLAs) definitions (SLA definition blueprints) within an organisation. It stores information about contractual agreements between the organisation and its customers or vendors. 

But how does the [sla] table fit into this?

Kind regards

SB

[AndersBGS · Accepted solution]

Hi @SB87 ,

SLA's on Business Services (also referred on the SLA table called agreement) are about commitments that are tied to a service. e.g.: Hosted email, SLA (commitment) 99.99% that Email will be available.

Task SLA's are more about delivery. P1 - P4 hour resolution for that ticket. 

Based on the SLA on a Service/Business service, you can then measure the uptime of a single service. To measure the uptime of a service, documentation can be located here: https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/service-portfolio-m...

So basic, SLA table (agreement table) and task_sla table is two different things. One is tight to delivery, the other is tight to availability.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders