Service Level Agreements (SLA)

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. Service Level Management provides 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.

Integration with other ServiceNow plugins

This video provides an overview of service level agreements in ServiceNow.

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