(Day 16)SLA in ServiceNow | Servicenow SLA configuration | ServiceNow Training Video

Introduction

This tutorial will guide you through the process of configuring Service Level Agreements (SLAs) in ServiceNow from scratch. Understanding SLA configuration is crucial for managing service delivery and ensuring that service providers meet their commitments to customers. This step-by-step guide is designed to help you set up SLAs effectively in ServiceNow.

Step 1: Access the SLA Configuration Module

• Log in to your ServiceNow instance.
• In the application navigator, type SLA to filter the modules.
• Click on Service Level Agreements under the SLA section.

Step 2: Create a New SLA

• Click the New button to create a new SLA.
• Fill in the required fields:
  • Name: Enter a descriptive name for your SLA.
  • Table: Select the table to which this SLA applies (e.g., Incident, Change).
  • Active: Ensure this checkbox is checked to activate the SLA.
• Save the record to proceed.

Step 3: Define SLA Conditions

• Scroll down to the Conditions section.
• Specify conditions under which the SLA will be applied:
  • Start Condition: Define what triggers the start of the SLA (e.g., when an incident is created).
  • Stop Condition: Define when the SLA should stop (e.g., when the incident is resolved).
• Use the Advanced condition builder for complex scenarios.

Step 4: Set SLA Timers

• Navigate to the SLA Timers tab.
• Click on New to create a timer:
  • Name: Provide a name for the timer (e.g., Response Time).
  • Duration: Set the time duration for the SLA (e.g., 4 hours).
  • Schedule: Assign a schedule if applicable (e.g., business hours).
• Save the timer settings.

Step 5: Define SLA Notifications

• Go to the Notifications tab.
• Click New to create a notification:
  • Name: Enter a name for the notification (e.g., SLA Breach Notification).
  • Conditions: Set conditions for when the notification should be sent (e.g., 1 hour before SLA breach).
  • Recipients: Specify who will receive the notification (e.g., assigned group).
• Save the notification settings.

Step 6: Test Your SLA Configuration

• Create a test record that meets the SLA conditions.
• Monitor the SLA progress through the SLA dashboard.
• Ensure that notifications are sent as expected and timers function correctly.

Step 7: Review and Adjust SLA Settings

• After testing, review the SLA settings.
• Make adjustments based on real-world performance and feedback:
  • Update timers if necessary.
  • Modify conditions to better fit your organization’s needs.

Conclusion

You have now successfully configured an SLA in ServiceNow. Key points to remember include defining clear conditions, setting appropriate timers, and testing your configuration to ensure everything works as intended. For ongoing improvements, continue to monitor SLA performance and adjust settings based on operational feedback. As you gain more experience, consider exploring advanced features such as retroactive SLAs or integrating SLAs with workflows for enhanced automation.