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Service Level Management Icon

Service Level Management

ServiceNow® Service Level Management (SLM) is a comprehensive platform capability for documenting and tracking all service commitments between IT, service providers, and 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.


Drive greater customer satisfaction with IT services by meeting time and quality expectations

Avoid service degradation by spotting trends and patterns early and preventing potential breaches

Promote better IT/business partnership through common services expectations and correct services measurement and reporting

Application Highlights

Easily create detailed SLA Definitions

Easily create detailed SLA Definitions

Easily create detailed SLA Definitions

Quickly create SLA workflows with the visual drag-and-drop interface

Quickly create SLA workflows with the visual drag-and-drop interface

Quickly create SLA workflows with the visual drag-and-drop interface

SLA Timeline shows tasks at risk of breaching SLA

SLA Timeline shows tasks at risk of breaching SLA

SLA Timeline shows tasks at risk of breaching SLA

Feature Details

  • Centralized SLA Management

    Service Level Management provides tiered control to define and monitor performance for all service level commitments. Easily document service level agreements (SLAs), operational level agreements (OLAs), and underpinning contract (UC) definitions based on your requirements.

  • Seamless Integration with Core Processes

    ServiceNow automates, centralizes, and provides integration between Service Level Management and other core processes such as IncidentRequest, and Change, reducing the number of “touches” for agents and administrators to manage and monitor tasks.

  • Workflow Automation

    Deliver service consistently to reduce SLA breaches and improve customer satisfaction. Configurable workflows determine what activities occur in response to an SLA. 

    For example, a running SLA can perform actions at specified times, such as notifying an assignee about a task to prevent a breach, or informing a supervisor if an SLA is about to breach or has expired to trigger an escalation.

  • Service Level Timeline

    Gain detailed insight into task progress and proactively manage at‑risk SLAs. The SLA Timeline is a powerful visualization that allows service level managers to see all SLAs associated with a related task and easily understand how an SLA evolved and which task events triggered SLA stage changes.

    Service providers can view details such as the stage a task SLA is in and if it has breached. In addition, providers can get an overview of the timings for a task SLA such as the actual and business elapsed time and percentage, and the actual and business time left in days and hours.


  • User Notifications

    Elevate the user experience with automatic request and incident status notification. SLM makes it easy for service level managers to specify the schedule, timings, conditions, workflows, and other information required to meet agreements.

    Service level expectations and real‑time status updates are available to service providers and consumers to provide transparency into service level performance.

  • Reporting and Analytics

    Get real‑time transparency into operations with configurable, role‑based dashboards. Built‑in metrics and surveys measure service levels and drive continual service improvement. Identify service improvement and training opportunities. Dig even deeper with time‑based trends from Performance Analytics.


Service Level Management Is Part of…

Modernize IT Service Management functional illustration

IT Service Management (ITSM)


Consolidate fragmented legacy tools and transform your IT services from end‑to‑end.


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