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Service Level Management

Manage commitments between service providers and customers for optimal experiences. Gauge performance to ensure service levels are met or exceeded.

Benefits of Service Level Management

Boost customer satisfaction

Meet expectations around service time and quality to keep your customers happy.

Get ahead of service issues

Spot trends and patterns early so you can prevent potential breaches and service degradation.

Improve the service provider-business partnership

Align service providers with your business through shared expectations and accurate reporting.

Enhance organizational performance

Gain a better understanding of your active SLAs with detailed visualizations and key metrics.

Features of Service Level Management

Run SLM with SLAs, OLAs, and UC definitions in one place

Centralized SLA management

Document SLAs, operational level agreements, and underpinning contract definitions in one place.

Viewing SLM task progress in the visual service timeline

Visual service timeline

Proactively manage at‑risk SLAs and understand changes. View task progress plus associated SLAs.

Drag-and-drop to create and define SLA flows easily

SLA flows

Configure SLA flows using a drag-and-drop interface. Create consistency and reduce SLA breaches.

Integrate with core processes to reduce SLM workloads

Core process integration

Manage tasks easily—integrate related ServiceNow® apps to automate and centralize core processes.

Additional features

SLA timer

Track the time required to complete tasks as defined in the SLA, with potential breach warnings.

Detailed SLA definitions

Define the timing, conditions, flows, and other info needed to create and progress SLAs for tasks.

User notifications

Specify SLA requirements easily and automatically send request and incident status notifications.

Real-time status updates

Provide performance transparency for consumers and providers via expectations and updates.


Gain operational insight with configurable, role‑based dashboards, built‑in metrics, and surveys.


Dig deeper to anticipate trends and identify service improvement and training opportunities.

Service Level Management is on the Now Platform

How to get Service Level Management

Service Level Management is available with the Now Platform®. Deliver workflows that connect people, functions, and systems with the platform of platforms for digital business.

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Talk to an expert

Get answers to your questions and discover how ServiceNow can help you transform your business with modern digital workflows.