---
sourceDocument: Zurich IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Define and manage configuration

# Configure Service Level Agreement (SLA) {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure SLAs to define a set amount of time for a task to reach a certain condition,
to ensure that incidents are closed or resolved according to the expectations set for
customers.

For more information on required roles and plugins, see [Installed with Service Level Management](https://www.servicenow.com/docs/4iKEl6sdtEq2pbZakNOL7Q#r_InstalledWithServiceLevelMgmt "Activating the Service Level Management plugin adds or modifies these components: tables, properties, UI actions, UI policies, script includes, client scripts, business rules, email notifications, scheduled jobs, and workflows.").
* **[Service Level Agreement (SLA) definition](https://www.servicenow.com/docs/I2hDaThKW0cvn0rHe_7qBQ)**   
  An SLA definition is used to create and progress SLAs, enabling you to use an SLA system for your organization's tasks.