Best Approaches for Handling Multiple SLAs in ServiceNow

[SciTechCon]

Hello everyone,

I’m currently working on a project where multiple SLAs need to be tracked and managed simultaneously within ServiceNow. I’m looking for insights on the best approaches to handle this scenario efficiently.

• How do you ensure that all SLAs are properly configured and adhered to?
• Are there any tips for automating SLA notifications and escalations across different teams?
• How do you prioritize SLA breaches when dealing with multiple service commitments?

Any recommendations or experiences would be greatly appreciated!

Thank you in advance!

[SanjivMeher]

It really depends on what kind of SLA you are talking about.

If you are talking about SLAs based on group, where multiple groups get involved in an incident.

Or if you are talking about SLA based on different state, for ex Response SLA, Resolution SLA.

Answer to most of your question is what are you service agreements. Based on that, you need to ensure you configure SLA definitions correctly.
SLA notifications can be triggered via workflow linked to the SLA definitions. There are default SLA workflow which you can clone and create your own workflows.
SLA breaches will again depends, for ex in my past projects, we had one SLA for Service desk which was usually the Response SLA and then the resolution part depends on the group working on the incident.

[KKM]

@SciTechCon,

Managing multiple SLAs efficiently in ServiceNow requires a structured approach to configuration, automation, and prioritization. Here are some best practices:

1. Ensuring Proper SLA Configuration
Use SLA Definitions Correctly: Define SLA conditions clearly based on priority, impact, and urgency.
Associate with Correct Tables: Ensure SLAs are attached to the right records (e.g., Incidents, Changes, Requests).
Define Multiple SLA Conditions: Use SLA Policies and Task SLAs to ensure different SLAs apply to different use cases.

2. Automating SLA Notifications & Escalations
Use SLA Automation & Workflows: Configure SLA stages (In Progress, Paused, Breached) and automate notifications.
Escalation Rules: Set up SLA Escalation Rules to notify the right teams at different breach levels.
Event-Driven Notifications: Utilize ServiceNow Events & Scheduled Jobs to trigger proactive alerts.

3. Prioritizing SLA Breaches
Use SLA Metrics Dashboard: Create a dashboard to monitor SLA breaches in real time.
Set Escalation Tiers: Define SLA Prioritization Rules based on impact (e.g., P1 tickets escalate faster).
Automate Ticket Routing: Use Assignment Rules & Business Rules to escalate breached SLAs automatically to the right team.

4. Reporting & Continuous Optimization
Build SLA Reports: Generate reports using Performance Analytics to track trends.
Review SLA Performance Regularly: Identify bottlenecks and adjust SLA policies.
Leverage AI & Predictive Intelligence: ServiceNow's Virtual Agent & AI Ops can predict and prevent breaches.

This should solve your issue!

Kindly mark it as "Accepted Solution"/"helpful", as it resolves your query. Please press like button for the resolution provided.

With Regards,
Krishna Kumar M - Talk with AIT3ch
LinkedIn: https://www.linkedin.com/in/mkrishnak4/
YouTube: https://www.youtube.com/@KrishAIT3CH
Topmate: https://topmate.io/mkrishnak4 [ Connect for 1-1 Session]

[KKM]

Hi SciTechCon,

Managing multiple SLAs efficiently in ServiceNow requires a structured approach to configuration, automation, and prioritization. Here are some best practices:

1. Ensuring Proper SLA Configuration
Use SLA Definitions Correctly: Define SLA conditions clearly based on priority, impact, and urgency.
Associate with Correct Tables: Ensure SLAs are attached to the right records (e.g., Incidents, Changes, Requests).
Define Multiple SLA Conditions: Use SLA Policies and Task SLAs to ensure different SLAs apply to different use cases.

2. Automating SLA Notifications & Escalations
Use SLA Automation & Workflows: Configure SLA stages (In Progress, Paused, Breached) and automate notifications.
Escalation Rules: Set up SLA Escalation Rules to notify the right teams at different breach levels.
Event-Driven Notifications: Utilize ServiceNow Events & Scheduled Jobs to trigger proactive alerts.

3. Prioritizing SLA Breaches
Use SLA Metrics Dashboard: Create a dashboard to monitor SLA breaches in real time.
Set Escalation Tiers: Define SLA Prioritization Rules based on impact (e.g., P1 tickets escalate faster).
Automate Ticket Routing: Use Assignment Rules & Business Rules to escalate breached SLAs automatically to the right team.

4. Reporting & Continuous Optimization
Build SLA Reports: Generate reports using Performance Analytics to track trends.
Review SLA Performance Regularly: Identify bottlenecks and adjust SLA policies.
Leverage AI & Predictive Intelligence: ServiceNow's Virtual Agent & AI Ops can predict and prevent breaches.

This should solve your issue!

Kindly mark it as "Accepted Solution"/"helpful", as it resolves your query. Please press like button for the resolution provided.

With Regards,
Krishna Kumar M - Talk with AIT3ch
LinkedIn: https://www.linkedin.com/in/mkrishnak4/
YouTube: https://www.youtube.com/@KrishAIT3CH
Topmate: https://topmate.io/mkrishnak4 [ Connect for 1-1 Session]