How SLA calculated

[Codi]

Hi Guys,

Is there any documentation or explanation how the SLA is calculated.

Thanks in Advance

[Ashish Parab]

Hey @Codi ,

In ServiceNow, SLA (Service Level Agreement) calculations are based on start, pause, stop, and reset conditions defined in the SLA configuration. The SLA timer starts when specific conditions are met, pauses if conditions require it (e.g., awaiting customer input), and stops upon task completion. SLAs can follow business hours or a custom schedule, and if the SLA isn’t met in the allotted time, it is marked as breached, which may trigger escalations or notifications.

Here are some links with more information on SLA calculation.

1. https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0596023

2. https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0547270

3. https://www.servicenow.com/docs/bundle/xanadu-it-service-management/page/product/service-level-manag...

Please mark this as "correct" and "helpful" if you feel this answer helped you in anyway.

Thanks and Regards,

Ashish

[Runjay Patel]

Hi @Codi ,

SLA calculate based on configuration done on SLA definition record.

example:

if you have configured that SLA counter should run all the time once ticket got created and for 8 hours. In this case SLA timer will run all the time and it will be breached once it time will reach to 8 hours from the time it was open.

scenario 2: if you have configured SLA to run only on week days between 8am to 5 pm.

in this case SLA timer will only calculate time on week days and between 8am to 5 pm.

example: if you have open a ticket at 1pm then SLA count would be 4 hour for today and from next day it will calculate 9 hours.

https://www.servicenow.com/docs/bundle/xanadu-it-service-management/page/product/service-level-manag...

Please accept the solution if it helped.

[WitchyCaravan]

Hi @username,

Thank you for the explanation! Your examples make it much easier to understand how SLA timers work based on different configurations. So, if I’m understanding correctly:

• 24/7 SLA: If the SLA is set to run continuously, it counts time from ticket creation and breaches when it reaches the specified limit, regardless of business hours.

• Business Hours SLA: If set for specific hours (like weekdays from 8 am to 5 pm), it only counts time within that window. So, a ticket opened at 1 pm would accumulate 4 hours on the first day, and resume counting the next day at 8 am.

This clarifies how to adjust SLA calculations based on our service needs—thanks for the help!

[Pothula Sunny]

Hey Codi,

ServiceNow's Service Level Agreement (SLA) calculation involves several steps and components to ensure that SLAs are tracked and managed effectively. Here's an overview of how SLA calculation works in ServiceNow:

Key Components

1. SLA Definition: Defines the conditions under which an SLA is attached to a task and the duration for which the SLA is valid.
2. Task SLA: Represents an instance of an SLA attached to a specific task.
3. SLA Conditions: Conditions that determine when an SLA starts, pauses, stops, or resets.
4. SLA Workflow: Automates the process of managing SLAs, including notifications and escalations.

SLA Calculation Process

1. SLA Definition Setup:
• Create SLA Definition: Define the SLA in the SLA Definition table (contract_sla).
• Set Conditions: Specify the conditions for starting, pausing, stopping, and resetting the SLA.
• Set Duration: Define the duration for the SLA (e.g., 4 hours, 1 day).
2. Task Creation:
• When a task (e.g., Incident, Change Request) is created or updated, the system evaluates the SLA definitions to determine if any SLAs should be attached to the task.
3. SLA Attachment:
• If the task meets the start conditions of an SLA definition, a Task SLA record is created in the task_sla table.
• The Task SLA record tracks the SLA's progress for the specific task.
4. SLA Timer:
• The SLA timer starts based on the start conditions.
• The system continuously monitors the task to check if it meets the pause, stop, or reset conditions.
5. SLA Workflow:
• The SLA workflow handles the automation of SLA management, including sending notifications and escalating tasks if the SLA is breached.
• The workflow can be customized to include additional actions as needed.
6. SLA Breach:
• If the task does not meet the stop conditions within the defined duration, the SLA is marked as breached.
• Notifications and escalations are triggered based on the SLA workflow.
7. SLA Reporting:

SLA reports and dashboards provide insights into SLA performance, including breached SLAs, upcoming breaches, and overall SLA com

Example SLA Definition

Here is an example of how to define an SLA in ServiceNow:

1. Navigate to SLA Definitions:
• Go to Service Level Management > SLA > SLA Definitions.
2. Create a New SLA Definition:
• Click New to create a new SLA definition.
• Fill in the required fields, such as Name, Type (e.g., Response, Resolution), Target, and Duration.
3. Set Conditions:
• Define the Start Condition, Pause Condition, Stop Condition, and Reset Condition.
• For example, a start condition might be when an incident is created, and a stop condition might be when the incident is resolved.
4. Save the SLA Definition:
• Save the SLA definition to apply it to relevant tasks.

Summary

ServiceNow's SLA calculation involves defining SLA conditions, attaching SLAs to tasks, monitoring SLA progress, and automating SLA management through workflows. By setting up SLA definitions and conditions, ServiceNow ensures that SLAs are tracked and managed effectively, providing visibility into service performance and compliance.

Good Luck, happy learning 🙂