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Service Level Management

ServiceNow® Service Level Management (SLM) is a comprehensive platform capability used to document and track all service level commitments between IT and non‑IT service providers and their customers.

Once defined, SLM provides detailed visualizations to easily understand active SLAs, automates notifications and escalations to keep all relevant parties informed, and provides access to key metrics to understand organizational performance against service commitments.

Centralized SLA Management

Centralized SLA Management

Centralized SLA Management

Automate Escalations

Automate Escalations

Automate Escalations

SLA Timeline

SLA Timeline

SLA Timeline

Benefits to Your Enterprise

Centralize how you manage your service level agreements (SLAs), automate your workflow to avoid SLA breaches, and proactively manage SLAs at risk.

Centralized SLA Management

Define all IT and non‑IT service level commitments and monitor performance in one system

Easily document SLA, operational level agreement (OLA), and underpinning contract (UC) definitions for IT and non‑IT services based on your organization's requirements

Specify the schedule, timings, conditions, workflows, and other information required to meet agreements

Whether you are a provider or consumer, easily see service level expectations and real‑time status updates

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Workflow Automation

Deliver service consistently to reduce SLA breaches and improve customer satisfaction

Configure your workflows to take automated actions to support SLAs; for example, remind users to complete tasks or notify supervisors when an SLA is about to breach

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Service Level Timeline

Gain detailed insight into the evolution of an SLA

Proactively manage SLAs at risk

Learn which related task events triggered SLA stage changes

See all SLAs associated with a related task

View details such as the stage a task SLA is in and if it has breached

For a task SLA, see the actual and business elapsed time and percentage, and the actual and business time left in days and hours

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