--- 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 --- # Service Level Management in Service Operations Workspace # Service Level Management in Service Operations Workspace {#ariaid-title1} Release version: Zurich Updated July 31, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read You can access the service level agreement (SLA) information for an incident on the Service Operations Workspace landing page and incident record page. ## SLA information on the Service Operations Workspace landing page {#slm-sow__section_wjk_s4n_vsb} On the Service Operations Workspace landing page, you can click the Incident SLAs card to view incidents grouped by their SLAs. This card displays SLA details only for incidents assigned to the agent. For information on possible customizations for this card, see [Configure the donut color in the Overview section](https://www.servicenow.com/docs/MizNPgx~lG~U_xBltfPEGA "Create a visual experience that works the best for donuts in the Overview section."). Figure 1. Overview section For information about monitoring SLAs, see [Monitoring Service Level Agreement (SLA)](https://www.servicenow.com/docs/m7fDN_mYbIXgj7U_p2u84Q "You can view the details for every task SLA record created for a task."). **Related concepts** * [Knowledge Management in Service Operations Workspace](https://www.servicenow.com/docs/9dICYUFvnPb9LAwZgc4HSg "Knowledge articles provide agents with information such as self-help, troubleshooting, and task resolution.") * [Major Incident Management in Service Operations Workspace](https://www.servicenow.com/docs/dIWrqeKbFe0TywUnWZZRJA "Create and manage major incidents in Service Operations Workspace.") * [On-Call Scheduling in Service Operations Workspace](https://www.servicenow.com/docs/mXnahNqI5fKiX8PxvzmtxA "Use On-Call Scheduling in Service Operations Workspace to view and manage your shifts and schedules.") * [Problem Management in Service Operations Workspace](https://www.servicenow.com/docs/067r~uO0nL1QYPb56T9x0w "When you have recurring incidents or a major incident, you can create a problem to identify the root cause of the incidents and help prevent them from happening again. Use Service Operations Workspace to manage problems through their life cycle, share workarounds or fixes with related incidents, and create known error articles to help deflect incidents.") * [Recommendation Framework in Service Operations Workspace](https://www.servicenow.com/docs/dNUQBv1vUX9mfZZWV1hdUw "An agent can view dynamic and contextual recommendations and perform a relevant action.") * [Recommended Actions for ITSM in Service Operations Workspace](https://www.servicenow.com/docs/3Z0FoLDC4QDolraW89pqcw "Get guidance-based or field-level recommendations for records in Service Operations Workspace.") * [ServiceNow integrations with Microsoft Teams in Service Operations Workspace](https://www.servicenow.com/docs/EjMqLQeDlHfqA19ZiuLsvQ "You can create a connected experience for users in Service Operations Workspace through ServiceNow integrations with Microsoft Teams.") * [Walk-up Experience management in Service Operations Workspace](https://www.servicenow.com/docs/5v8zdsUb0kfdL_qZQrDFWQ "Manage your Walk-up interactions and queues in Service Operations Workspace.") * [Collaboration in Service Operations Workspace](https://www.servicenow.com/docs/Abpyl__X3gtcVJsoFyse6A "Collaboration services provide a way to communicate and collaborate in real time to resolve the incidents. You can initiate a chat or make conference calls using a service provider to communicate with stakeholders.") * [Computer Telephony Integration in Service Operations Workspace](https://www.servicenow.com/docs/sz7Z4C__l6Jr7Lc3IoMx~Q "Service Operations Workspace provides an agent (with the sn_openframe_user role) to receive inbound calls and place outbound calls using the Computer Telephony Integration (CTI) interface.") * [Universal Request in Service Operations Workspace](https://www.servicenow.com/docs/KkmKWo6~7QjBXbvF9MSK_w "The Universal Request is a task that a requester creates from any of the sources that include: Agent Workspace, Service Operations Workspace, or using a Virtual Agent chat.") * [Universal Task in Service Operations Workspace](https://www.servicenow.com/docs/yZ6FkbTZqW7eqGI4F8S8Cw "Agents can use the Universal Task application to create tasks for employees and to manage the request resolution.") * [Resetting password using Service-desk assisted Password Reset in Service Operations Workspace](https://www.servicenow.com/docs/kGYFDJBB0enQzTXCsyPwmQ "The Password Reset for Service Operations Workspace application enforces strong and secure passwords by enabling end users to reset or change their passwords by requesting the service desk agent.") ## View service level agreement information for an incident {#ariaid-title2} Monitor task service level agreements (SLAs) displayed on an incident record page. ### Before you begin Role required: itil or admin The following SLA timer configurations display the response and resolution SLA for an incident. * Incident Response * Incident Resolution {#view-sla-incident-sow__ul_rsf_5qn_vsb} You should configure SLA timer configuration mappings for these timer configurations. For information on how you can configure these mappings, see [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."). ### Procedure 1. Open an incident record page. 2. From the contextual side panel, select the record Information icon (![record Information icon]()). * The response and resolution SLAs are displayed. * In case of multiple SLA timer configuration mappings for Incident Response and Incident Resolution timer configurations, only one response and resolution SLA record associated with the mapping with the least order is displayed. * After the SLA is complete, the time taken to respond and resolve the incident are displayed. {#view-sla-incident-sow__ul_jbr_nvn_vsb} For information about configuring the display of SLA information, see [Customize the display of service level agreements for an incident](https://www.servicenow.com/docs/9j0yGUiodkhNdcF8WW3ing#modify-sla-timer-display-config-sow "Configure the display of service level agreement (SLA) information in the incident record page."). Figure 2. SLA information for an incident 3. **Optional:** To view all SLAs related to the incident, click View more SLAs. A list of all task SLAs is displayed.