SLAs

Module 11

Objectives Define SLA types:

Service Level Agreement (SLA) Operational Level Agreement (OLA) Underpinning Contract (UC)

View SLA Form Fields Understand What Triggers an SLA Lab

11.1 Define an SLA for the iPhone 4S Catalog Request

2012 ServiceNow

What is a Service Level Agreement?

A Service Level Agreement (SLA) is a record in the SLA [contract_sla] table which defines a set amount of time for a task to reach a certain condition, the table(s) to access, and what type of SLA is being evaluated If the SLA task does not reach the condition, the task is marked breached

SLA includes actions that can be triggered at different times during the life cycle of the SLA

Service Level Agreement Overview

SLA Definition: The record defining the conditions to trigger the SLA Task SLA: Individual instances of the SLA associated with particular tasks

SLA Automation: The business rule and scheduled job that automates the SLA

SLA Workflow: The workflow driving events or actions based on the SLA definition

Types of Service Level Agreements

Service Level Agreement (SLA) Operational Level Agreement (OLA) Underpinning Contract (UC) Choose the SLA you want to define in the Type field

SLA Type

Service Level Agreements (SLAs) allow the service desk to track whether or not their representatives are providing a certain level of service

Operational Level Agreement Type

An Operational Level Agreement (OLA) defines how departments work together to meet the service level requirements documented in an SLA A record assigned to a specific department or work group which defines a set amount of time for a task to reach a certain condition

Underpinning Contract Type

An Underpinning Contract is a type of SLA that defines and monitors the guarantees established with an outside supplier; its a tool for supplier management Goals of supplier management include monitoring:
Reliability and cost-effectiveness of outside suppliers

Adherence to schedules and contract commitments

SLA Form Fields

This example shows the SLA Type

SLA Form Workflow Field

ServiceNow provides workflows for SLAs The Default SLA workflow is designed to be used over and over again The Workflow icon opens the Default SLA workflow containing
% timers rather than hard coded timers % duration rather than specific duration times

SLA Workflow
Default SLA Workflow

SLA Form Retroactive Start Field

Retroactive start When activated, works with the Set start to field and calculates the start time to equal when the ticket was created

Duration and Duration Type Fields

Duration Type the SLA performs the calculations and sets a day and time as the deadline for the SLA
Duration When User specified duration is selected from the Duration Type list, an administrator can define the number of days and hours of the timer for the SLA

Schedule and Time Zone Fields

Schedule Defines what is calculated as hours in a work day and number of days in a work week to use for the SLA Timezone If specified on this form, the selected timezone will be used for the SLA

Start, Stop, and Pause Conditions

SLAs are defined by the following conditions: a Start condition, a Stop condition, and, optionally, a Pause condition

Module Recap
Core Concepts
Define SLA types:
Service Level Agreement (SLA) Operational Level Agreement (OLA) Underpinning Contract (UC)

Real World Use Cases

Why you would use this When you would use this How often you would use this

View SLA Form Fields

Understand What Triggers an SLA

Define a Catalog Request SLA