---
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


---

# Configure

# Configuring Service Level Management {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
You can configure various aspects of Service Level Management based on the specific requirements of your organization.
* **[Service Level Management plugins](https://www.servicenow.com/docs/iBZNYipsMWGPeTBX9kQWfA)**   
  You can activate one or more of the Service Level Management plugins if they are not already active. Some plugins include demo data.
* **[Configure Service Level Agreement (SLA)](https://www.servicenow.com/docs/Z6tmgGUk2LoJCgGDTMaaiQ)**   
  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.
* **[Configure SLA retroactive start and pause](https://www.servicenow.com/docs/BJk~CUjW~fHZlgEq6u0zgA)**   
  You can use retroactive start to retain timing information for an SLA when a task record changes. Retroactive pause prevents immediate breaches and notifications when retroactive start is enabled for SLA definitions.
* **[Configure the SLA timer](https://www.servicenow.com/docs/oXqazzjd~_tnIXLhZffc0g)**   
  Configure the SLA timer to determine which task SLA must be displayed as part of the timer component.
* **[Extend SLA condition rules](https://www.servicenow.com/docs/JRD4E2em2lnFBErTxva5gA)**   
  You can create custom SLA condition class and condition rule records.
* **[Create SLA breakdown definitions](https://www.servicenow.com/docs/0~oMCy4Hfc9g0JI9_iq9Tw)**   
  You can define an SLA breakdown to capture, store, and relay detailed task ownership information and duration for all task SLA records related to a specific task (incident). SLA breakdown is configurable and you can configure it on the basis of a specific SLA definition.