--- sourceDocument: Brazil IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Service Level Management concepts # Service Level Management concepts {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Service Level Management concepts The ServiceNow® Service Level Management (SLM) application enables organizations to oversee and control service delivery through defined agreements between service providers and customers. These agreements set expectations for service scope, quality, and delivery times, allowing customers and service managers to monitor adherence to service levels and identify when targets are not met. Show full answer Show less ## Key Features * **Service Level Agreement (SLA) Definitions:** Configure criteria that trigger SLA generation, including task tables, service duration, applicable schedules (working/non-working days), and conditions that control SLA start, pause, stop, and reset behavior. * **Task SLA Records:** When an SLA is triggered on a task (e.g., a P1 incident), a task SLA record is created to track SLA progress and compliance. Multiple SLAs can apply to a single task. SLA targets can be set to Response, Resolution, or None. * **Role-Based Access:** * **slaadmin:** Full administrative privileges including managing SLA properties, running repairs, viewing dashboards, and associating workflows or schedules (workflow creation requires additional roles). * **slamanager:** Ability to define SLAs, view repair logs, and monitor dashboards but cannot modify SLM properties or SLA condition types. * **Integration with Other ServiceNow Plugins:** Extends SLM capabilities through plugins such as SLA Contract Add-on and Service Portfolio Management - SLA Commitments. * **App Engine Studio Support:** SLM tables like SLA Definition, Service Offering SLA, and SLA Timer Configuration can be included when creating application templates, enhancing custom application development. ## Practical Implications for ServiceNow Customers ServiceNow customers can leverage SLM to clearly define and monitor service expectations, ensuring consistent service delivery and timely response to service breaches. Role-based access controls enable secure and efficient SLA management by designated personnel. Integration with other plugins and App Engine Studio support allows customers to extend SLM functionalities and embed SLA management within broader service and application workflows. Activating relevant plugins (such as the Problem Management Best Practice -- Jakarta plugin) is necessary to enable some advanced features like task SLA tracking. The ServiceNow® Service Level Management (SLM) application facilitates you to oversee and control the services within the organization. Service Level Managers are responsible for a set of agreements between a service provider and customer that define the scope, quality, and speed of the services being provided. The intention of SLM is to provide the customer with an expectation of service within a known timescale and the ability to monitor when service levels are not being met. The SLM offers the following features: * Service Level Agreement (SLA) definitions * Task SLAs * Integration with other ServiceNow plugins {#service-level-management-concepts__ul_fgw_ddj_ns} ## Service Level Agreement (SLA) roles Ensure that users can perform all necessary actions by assigning SLA roles. {#service-level-management-concepts__simpletable_ww1_wjl_qy__entry__2} | Role | Definition | |-|-| | sla_admin | Provides full administrative rights to SLM. Users that possess the sla_admin role can configure SLM properties, run SLA repair, view the SLA Overview dashboard, and manage SLA definitions. They may associate existing workflows or schedules to SLA definitions, but are unable to create workflows. The additional roles required to create workflows or schedules must be granted explicitly. See [Base system roles](https://www.servicenow.com/docs/access?context=r_BaseSystemRoles&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US) for more information. | | sla_manager | Lets users define SLA definitions, view SLA repair logs, and view the SLA Overview dashboard. Does not let users change SLM property values or define SLA condition types. | [ ] {#service-level-management-concepts__simpletable_ww1_wjl_qy} ## Service Level Agreement (SLA) definitions Use the SLA Definition record to define a specific set of criteria that would result in an SLA being generated. Define some of the following parameters: * Table: The task table that the SLA is defined for. * Duration: The time duration in which the service must be provided to the customer. * Schedule: The schedule, which indicates valid working and non-working days that the service provider follows to deliver the service. The selected schedule is used to determine when the SLA breaches. * Conditions: The conditions under which the SLA starts, pauses, stops, or resets. {#service-level-management-concepts__ul_ykb_pkg_qs} ## Task SLA definitions When an SLA definition is triggered against a particular task, the task SLA record is generated and contains all the tracking data for the specific SLA on that record. For example, if an SLA definition exists for P1 incidents a task SLA record attaches to the P1 incident record and captures all the data associated with it. Often there are multiple task SLA records against a single task because many definitions apply. Note: This feature is available only in new instances starting with Jakarta or a later release. The Problem Management Best Practice -- Jakarta plugin (com.snc.best_practice.problem.jakarta) plugin must be activated. On the Task SLA form, you can also select the target for the SLA: Response, Resolution, or None. ## Integration with other ServiceNow plugins The following plugins introduce extra functionality within SLM: * SLA Contract Add-on * Service Portfolio Management - SLA Commitments {#service-level-management-concepts__ul_gh5_tdj_ns} ## SLM Template support in App Engine Studio {#service-level-management-concepts__section_zj3_ygb_35b} Application Templates support Service Level Management tables to be included when creating templates from applications in the App Engine Studio. The SLM tables that can be included in templates are: * SLA Definition \[contract_sla\] * Service Offering SLA \[service_offering_sla\] * SLA Timer Configuration\[sla_timer_config\] * SLA timer configuration mapping\[sla_timer_config_mapping\] {#service-level-management-concepts__ul_lq2_bhb_35b}