Usage of SLA Condition script/rules

[syrilshiman]

Pros/cons of using this functionality? Noticed any defects/issues?

[Akhil Vinay Ma1]

Hi syrilshiman,

SLA-Benfits

1)Drive greater customer satisfaction with IT services by meeting time and quality expectations

2)Avoid service degradation by spotting trends and patterns early and preventing potential breaches.

3)Promote better IT/business partnership through common services expectations and correct services measurement and reporting.

[scott barnard1]

No sure what do you mean?

SLA's run based on conditions

Not sure why scripting is mentioned here other than having script in the title.

Are you after a discussion on the merits of how servicenow have implemented the SLA engine and the definition structure?

Or the pros and cons of measuring what you are doing?

1. If you don't measure it you don't know if you are improving

2. Nobody but you can tell you what "it" is

3. The value of "it" is defined by you and subject to change

SLA's are simply a measure. What you do with the data generated is about your business etc.

[syrilshiman]

I am our company's Service Level Manager so I am very familiar with the SLM process, as well as the importance of measuring, etc.   I manage the SLA definitions that are configured in the ServiceNow tool but we recently used the complimentary functionality of "SLA Conditions" - please see this documentation from the ServiceNow documentation site: Create a custom SLA condition rule.   So my question was to ask the community if anyone has used this specific functionality and if they ran into any issues.

[scott barnard1]

Ok so you seem to be asking about custom SLA contion type

basically changing of the rules based around start, pause, stop and reset. If start condition is met pause it or whatever you decide etc

why did you need a custom SLA ?

What is wrong with the ootb that drives you to look a custom one?

Maybe this would be easier if you mentioned a scenario that you are trying to achieve?