Configuring an SLA (Service Level Agreement) in ServiceNow

Configuring an SLA (Service Level Agreement) in ServiceNow involves multiple components working together to define and track performance against agreed-upon service levels. Here’s a high-level guide to walk you through the core configuration:

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🔧 Step-by-Step: Configure SLA in ServiceNow

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1. Enable SLA Plugin

First, ensure that the SLA plugin is activated:

• Navigate to System Definition > Plugins
• Search for “Service Level Agreement (SLA)”
• Activate the plugin if not already enabled

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2. Understand the SLA Components

ServiceNow uses SLA definitions, SLA conditions, and SLA workflows:

• SLA Definition – Specifies the terms (duration, conditions).
• SLA Workflow – Automates start, pause, stop actions.
• Task SLA – Instances of SLAs tied to records (e.g., Incidents).

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3. Create SLA Definition

• Go to: Service Level Management > SLA > SLA Definitions
• Click New
• Fill in:
  • Name: e.g., High Priority Incident Response
  • Type: Response, Resolution, etc.
  • Table: Usually Incident or Request
  • Duration: e.g., 1 hour
  • Schedule: Optional, defines business hours
  • Time zone source: e.g., Task, User

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4. Set Conditions

• Start Condition: When the SLA should begin
  Example: Active = true AND Priority = 1
• Pause Condition: Optional
  Example: On hold = true
• Stop Condition: When the SLA ends
  Example: State = Resolved

You can use the Condition Builder or Script.

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5. Attach Workflow

• Under the Workflow tab in the SLA definition, select a predefined SLA Workflow like:
  • Default SLA Workflow
  • Pause-SLA
  • Or create your custom workflow in Workflow Editor

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6. Test the SLA

• Create an Incident that matches your SLA conditions
• Check the Task SLA related list under the incident
• It should show the SLA being applied with correct timers

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7. Monitor SLA Performance

• Use:
  • Service Level Management > SLA > Task SLAs
  • Reports or Performance Analytics for SLA breaches, trends, etc.