Demand Management - SLAs

[Tommaso2]

Hi all,

There's any best practice to use SLAs in Demand Management?

Many thanks

[GlideFather]

Hi @Tommaso2,

SLA stands for Service Level Agreement and it is strictly depending on the levels of service from contracts...

So every single client will have different requirements, even different departments within the same company might have different needs and requirements.

With that said, there is no universal answer, mostly it will be applied based on priority for response (somebody noticed) resolution (somebody completed). 

Then there are different conditions on start, pause, end, reset, cancel... retroactive start yes or not...

[Tommaso2]

Hi, thank you

Based on your experience which can be a valid approach to suggest?

Many thanks 

[GlideFather]

Hi @Tommaso2 

there is no universal answer, it will be (slightly) different for an automotive company, for a bank or for a manufacturing one...

The SLA is built on contracts and each every contract is unique, right? So is the SLA originating from it...

• What is an SLA?
• Understanding SLA in ServiceNow: Key Insights 

If I will have 3 clients, their SLA will never be the same, always per their unique requirement