Service Level Management

Service Level Management (SLM) enables you to monitor and manage the quality of the services offered by your organization.

Service Level Managers are responsible for a set of agreements between a service provider and customer that define the scope, quality and speed of the services being provided. The intention of SLM is to provide the customer with an expectation of service within a known timescale and the ability to monitor when service levels are not being met.

SLM can be used across the organization in departments such as HR, Facilities, and IT to keep track of how internal and external teams are performing against their agreed service levels.

The service level management application offers the following features:
  • SLA definitions
  • Task SLAs
  • Integration with other ServiceNow plugins

SLA definitions

Use the SLA Definition record to define a specific set of criteria that would result in an SLA being generated. You must define some of the following parameters:
  • Table: SLAs can be defined against any task table
  • Duration: You can specify the time duration in which the service must be provided to the customer.
  • Schedule: You can specify the schedule, which indicates valid working and non working days that the service provider follows to deliver the service. The selected schedule will be used to determine when the SLA will breach.
  • Conditions: You can specify the conditions under which the SLA will start, pause, stop, or reset.

Task SLAs

When an SLA Definition is triggered against a particular task the Task SLA record is generated and contains all the tracking data for the specific SLA on that record. For example if an SLA Definition exists for P1 incidents a Task SLA record will attach to the P1 incident record and capture all the data associated with it. In many cases there will be multiple Task SLA records against a single task since many definitions apply.

Additional service level management plugins

The following plugins introduce extra functionality within SLM:
  • SLA Contract Add-on
  • Service Portfolio Management- SLA Commitments