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My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is Service Level Management?
The Service Level Management (SLM) application helps to gather service requirements as well as monitor and report with regards to agreed service levels (SLAs). SLM can be used across the organization in departments such as HR, Facilities, and IT. Service Level Managers are responsible for negotiating a set of agreements between a service provider and customer that define the scope, quality and speed of the services being provided and ensuring that the agreed service levels are met.
Entry point to the official product information pages
Entry point to the official product documentation
What is a service level agreement (SLA)?
More detailed explanation
Trainings & Courses
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Articles & Blog Posts
2021-03-29, by @NikEng1
Understanding How and When SLAs Are Calculated, and How It Might Affect Your Reports
2021-05-21, by @Shubham Tipnis
Now I know there is a lot of information available on docs and learning content for SLA's, but recently I got a feeling that there should be a one-stop shop for SLA information. That is the reason I am drafting this article, so that we could have a theoretical consolidated information about SLA's in ServiceNow.
2023-12-03 by Akshay Pithore
Use case: Create an SLA Which will apply on priority 1 (critical) incident.
2024-01-11 by @andrew_och
Why did my SLA not attach? My SLA did not pause, why? A common reason why SLAs do not behave as expected is due to a transaction being split, but what does that mean, how do I identify the cause, and how do I prevent it.
2024-05-30 by Amanda Justice
Optimizing Service Level Agreements (SLA's)
Improving SLA management with ServiceNow involves several steps to ensure effective implementation and optimization.
Videos & Podcasts
2019-08-19 by Basico ServiceNow Learning
Round trip through all SLA topics
2019-09 by SAASWITHSERVICENOW
This video series is about ServiceNow SLA. If you are a ServiceNow Administrator or Developer and you have to create SLA in your organisation for different tasks, then this video series will help you to learn about end to end SLA in ServiceNow.
2021-05-15 by AAspenNow Solutions
How to Create a Custom SLA Time Zone Source
Items demonstrated/discussed in this video:
- Added a Time Zone Source Choice to the SLA Definition Table
- Modify OOB SLA Time Zone Script Include
- Added a Time Zone Field to the Group Table
- Add Choices to Group Time Zone Field
- Populate Group Time Zone Field Data
- Demonstrated SLAs firing on incident table
2021-05-20 by AAspenNow Solutions
How to Troubleshoot Service Level Agreement (SLA) Definitions
Items demonstrated/discussed in this video:
- My SLA won’t fire. What should I check?
- My SLA won’t stop. What should I check?
- I see duplicates in the Incident SLA Table. How can I get rid of them?
- What does the Flow/Workflow Control?
- The SLA Duration in the SLA Definition appears to be wrong. How do I correct it?
- I can’t find a table in the drop down in the SLA Definition form. What does that mean?
- How can I add conditions based on data from other tables?
2021-11-01 by ServiceNow with Runjay
Learn SLA in 1 hour from scratch to advance level
This video help you to understand SLA from scratch to advance level with real world scenarios. You will get answers for below questions:
- How to configure schedule which exclude holidays?
- What is an SLA in ServiceNow?
- What are the 3 types of SLA?
- What are the 4 aspects of SLA in ServiceNow?
- What are the different types of SLA in ServiceNow?
Troubleshooting
Known Error Portal
Pre-configured filter for the respective topic. Remove the query string or modify the filters on the left side if you want to narrow down the search results in a different way.
Selected Articles
Service Level Management (SLA) Resources
many links to further support articles
