OLA's and SLA's

[Diane22]

We need to implement three use cases pertaining to agreements.

Case # 1:

RITM has 2 tasks, which run in parallel (no dependencies)

Task # 1 = OLA is set to 3 days

Task # 2 = OLA is set to 2 days

RITM = SLA is set to 3 days to set the user expectation

Case # 2

RITM has 3 tasks, which run sequentially (dependencies)

Task # 1 = OLA is set to 1 day

Task # 2 = OLA is set to 2 days (starts after task # 1 in the conditions)

Task # 3 = OLA is set to 2 days (starts after task # 2 in the conditions)

RITM = SLA is set to 5 days 

Case # 3

RITM has 3 tasks, with a run mix

Task # 1 = OLA is set to 5 days

Task # 2 = OLA is set to 2 days (starts after task # 1 in the conditions)

Task # 3 = OLA is set to 10 days (starts after task # 1 in the conditions)

RITM = SLA to be set to 15 days 

Configuring the OLA is easy enough, and dealing with the sequence also straightforward using the conditions.  What I'm not finding is how to configure the actual SLA which encompasses all tasks and set the user expectation for delivery timeline.  We would be displaying that number in the Delivery Timeline field (which is a text field), but would also want to measure the workflow as a whole, with the related OLA information and the performance of the contributing teams.

There are no pause conditions, and the OLA clock stops once the task is closed complete or incomplete.

The RITM (SLA) clock stops once all tasks are no longer active.  Ad Hoc tasks are not included.

 

[Brian Lancaster]

Sound like you just need to create 3 SLA with the Request Item table. Then the start conditions would just list the items that need to be in each SLA and if you have any approvals make sure the approval field is set to true and make sure that is part of the SLA conditions also.

[Diane22]

thank you for the response ... Looking at the SLA record, where would I "tie in" the OLA's so that each task is also reportable against the RITM and we can identify areas for improvement? If i'm understanding correctly:

1.  Define OLA's for each task

2.  Define an SLA for the RITM

3.  Include the OLA's in the SLA itself under the SLA breakdown definitions

correct?

is that correct

[M Talha · Accepted solution]

Yes Of Course,

Integrating OLAs with SLA in ServiceNow

1. Define OLAs: Set OLAs for each task.
2. Define SLA: Establish the RITM SLA for overall expectations.
3. Link OLAs in SLA Breakdown: Use SLA Breakdown Definitions to connect each task’s OLA.

Benefits:

• Reporting: Track SLA and OLA performance together.
• Identify Improvements: Spot tasks that miss OLAs for process enhancement.

This ensures effective monitoring and drives continuous improvement. Let me know if you need anything else!

[Diane22]

One last question ... one would include an OLA for the approval task as well.

When I go to SLA Breakdown Definitions, I assumed (!) that I would see OLA's to select from.  This is not the case.  It is looking for an actual SLA Breakdown Definition entry / SLA breakdown table.  By default, the SLA breakdown data is removed when more than one year old.  The documentation is low on guidance in this area.  Back to more testing 😞

For testing purposes, on a simple workflow (1 task)

1.  set one OLA at 5 min,

2.  RITM SLA at 10 (just to use a different number). 

I can see both clocks running with the expected behavior ... but no configured relationship between the OLA and the RITM (breakdown definition in place)

when I open a different flow, the OLA / SLA is not picked up.

Need to better understand the relationship creation between the OLA and SLA.

low on details:  Service Level Agreement (SLA) breakdown definitions (servicenow.com) need to read more ... or get more details here 🙂

Found  better info here:  Create SLA breakdown definitions (servicenow.com) thank you for your patience M Talha ... almost there 🙂

Still not seeing how to tie that SLA to a specific workflow and its related OLAs 😞