Day - 6 ServiceNow Interview Questions - 6
What are the Service level agreement(SLA) types and explain?
Ans)
1) SLA - Service level agreement
▫ Formal agreement between Service provider and the customer.
▫ Target:
Response time: How quickly the service desk should acknowledge a ticket.
Resolution time: The timeframe for resolving the issue.
2) OLA - Operational-level agreement
▫ This is an internal agreement between different IT teams within Organization.
3) UC - Underpinning Contract
▫ this is agreement between ServiceNow and an external vendor or supplier.
Retroactive:
▫ an retroactive start, It allows the SLA timer to be set back to an earlier date, essentially applying the SLA to a period before it was officially triggered.
SLA Definition
Start condition>>Pause condition>>Stop condition>>Reset condition
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