Best Practice to define SLAs

[SN Rookie]

Hi Team,

Our client is planning to apply Response SLAs to their existing Service Request Management processes. The plan is to roll out to all the assignment groups in the company (around 420+ groups)

All these assignment groups fall under some Divisions viz. Retail, Investment Management, Technology Infra Services etc.

Now the tricky part comes in - The current plan is to roll out to only a specific Division but it's a possibility that most of the groups under a Division may have separate support hours.

What will be the best practice to achieve this implementation? Do I make separate SLAs for the assignment groups with different support hours or is there any other way to do this better?

Thanks in advance!

[Sanbir Singh1 · Accepted solution]

Please go through this link to under SLM better

https://docs.servicenow.com/bundle/geneva-it-service-management/page/product/service_level_managemen...