Exploring Service Level Management

Use Service Level Management across your organization to monitor and manage the quality of the services.

Service Level Management overview

Service Level Managers are responsible for negotiating a set of agreements between a service provider and customer that define the scope, quality and speed of the services being provided and ensuring that the agreed service levels are met.

• Service Level Management concepts
  The ServiceNow® Service Level Management (SLM) application facilitates you to oversee and control the services within the organization.
• Define a service contract
  A new table of SLA contracts is provided through the Service Level Management > Service Contracts module. These contracts group together SLAs that relate to a single vendor or customer, as well as the CIs, locations, groups, users, and child contracts that are related to the contract.
• Service Level Agreement (SLA) breakdown definitions
  Using SLA breakdown, the service owner or service desk manager can see detailed task ownership and SLA duration related data for any task SLA record associated with a task. This helps determine which teams and users are contributing to SLA compliance.
• Service Level Agreement (SLA) processing
  The SLA engine performs two passes to evaluate SLA definitions and their conditions based on a task.
• SLA timer
  Use the SLA timer component to track the amount of time that is required to complete the task as defined by the matching SLA definition.