SLAs for any module in GRC/IRM

[Rakesh Chigari]

Hi All

Did anyone configure SLAs for any module/application in servicenow GRC/IRM? any reference docs/notes would be highly appreciated.

@Community Alums @Jan Spurlin 

Thanks in advance

[Community Alums · Accepted solution]

Hi @Rakesh Chigari ,

Not all tables in GRC is available for SLA configuration.

The SLAs can be configured on below tables:

Indicator Task

Issue

Issue Triage 

Remediation Task

Evidence Request

Policy Exception

Acknowledgement campaign

Risk Response task

Risk Mitigation task

Risk Event

Risk Event Task

Regulatory Task

Regulatory change Task

Action Task

Now, the SLA configuration process would be how you normally setup sla .

[Rakesh Chigari]

@Community Alums 

Thank you for quick response, provided details are really helpful.

I completely understand we can define SLA in our own way and it is specific to organization, to start with i was looking for industry best practice for IRM to define SLA or if anyone has done some research and already defined SLAs  in there org. 

Thanks in advance

[Community Alums]

Hi @Rakesh Chigari ,

 I have configured for most of my clients on "Issue " SLAs.

Then Risk Response task and Risk Mitigation task for most of other clients.

There is no specificly defined standards as such whihc is documented.

[Jan Spurlin]

I agree with @Community Alums - both responses.

Just one more point that could help in the future - the SLA Definition module that is in the baseline ONLY works with tables that extend from task. So, if you are trying to figure out if you can use it in GRC/IRM then see if your table extends directly or indirectly from task.

If the table you want to set up on an SLA on does NOT extend from task, you can still set up an SLA - you just have to do it manually. In the SecOps suite they created something called Remediation Target to do this. They have a table that is a big one and it does not extend from task, but they wanted to be able set SLAs. So, they created separate logic. You probably won't have to do that in GRC/IRM - because SLAs are not used a lot. I agree with Sandeep regarding the ones that are most common.