Meet expectations around service time and quality to keep your customers happy.
Spot trends and patterns early so you can prevent potential breaches and service degradation.
Align service providers with your business through shared expectations and accurate reporting.
Gain a better understanding of your active SLAs with detailed visualisations and key metrics.
Document SLAs, operational level agreements and underpinning contract definitions in one place.
Proactively manage at‑risk SLAs and understand changes. View task progress plus associated SLAs.
Configure SLA flows using a drag-and-drop interface. Create consistency and reduce SLA breaches.
Manage tasks easily—integrate related ServiceNow® apps to automate and centralise core processes.
Track the time required to complete tasks as defined in the SLA, with potential breach warnings.
Define the timing, conditions, flows and other info needed to create and progress SLAs for tasks.
Specify SLA requirements easily and automatically send request and incident status notifications.
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 available with the Now Platform®. Deliver workflows that connect people, functions and systems with the platform of platforms for digital business.