---
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


---

# Create and manage definition

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

Release version: Zurich  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
An SLA definition is used to create and progress SLAs, enabling you to use
an SLA system for your organization's tasks.

An SLA definition record defines the timings, conditions, workflows, and other information
required to create and progress task SLAs.

For example, the default Priority 1 resolution (8 hour) SLA Definition
defines the Task SLAs to attach to incidents with a P1 - Critical priority, specifies appropriate
conditions for those Task SLAs, and uses the default SLA workflow to create events such as to
send a notification, when an incident's Task SLA reaches 50% of its allotted time.
* **[Create an SLA definition](https://www.servicenow.com/docs/kIP7Yyts~oRWoQe1tMxn7Q)**   
  Create SLA definitions to set the conditions under which SLAs attach, pause, stop, and reset on task records. Use them to track and enforce service commitments across your organization.