matrix and sla

[shidhartha1]

what is diffreence between matrix and SLA

[devi_putra]

Hi Kumar,

A Service Level Agreement, or SLA, is a record which defines a set amount of time for a task to reach a certain condition. If the task does not reach the condition by a set amount of time, it is marked Breached.

SLAs are used to ensure that a task reaches end conditions within a certain amount of time, such as ensuring that an incident is closed or resolved within a few business days. The success rate can be reported on, and actions can be triggered at different times during the SLA's life-cycle (for example, notifying the manager when the SLA reaches 75% of its allotted time.)

Please go through:

Service Level Agreements - ServiceNow Wiki

A metric measures and evaluates the effectiveness of IT service management processes. For example, a metric could measure the effectiveness of the incident resolution process by calculating how long it takes to resolve an incident.

Sometimes a metric can be easily obtained from the data. For example, to find the number of incidents that were created today, a report will simply count the number of incidents in the incident table with a Created date of today. Often, however, metrics need to be gathered as data is updated. For example, determining how long an incident was assigned to a certain group requires collecting information about assignment changes and calculating the duration of each assignment.

Metric Definition Support - ServiceNow Wiki

Hope this will help you..

Thanks,

Devi

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