I am trying to understand how Service Level Agreements (SLAs) are generally implemented and managed in ServiceNow.
I am specifically looking for clarity on areas such as:
How SLA definitions differ from task SLAs
How start, pause, resume, and stop conditions work
Business time vs elapsed time
Use of schedules and holidays
Escalations and notifications
Reporting and common operational challenges
From an implementation and operational perspective, how do teams usually design SLAs so they remain accurate, maintainable, and scalable?
Any guidance or shared experience would be appreciated.
SHAAH ABIIR AL KHALID
