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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.
Service Level Management
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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 organisational performance

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

Features of Service Level Management

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

Centralised 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 centralise 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.

Reporting

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

Analytics

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

Resources

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Ebooks
Ebooks
Analyst Reports
Analyst Reports
Solution Briefs
Solution Briefs
Case Studies
Case Studies
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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Dig deeper into Service Level Management

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

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