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on 05-21-2021 01:16 AM
Hello Community,
Now I know there is a lot of information available on docs and learning content for SLA's, but recently I got a feeling that there should be a one-stop shop for SLA information. That is the reason I am drafting this article, so that we could have a theoretical consolidated information about SLA's in sevicenow. I have picked up these points from docs, learning content and information available on community. This article would help you have a general idea about important terms and terminologies used in SLA in sevicenow. It would also help you with SLA topics for your interviews and tests.
What is SLA and SLA Definition?
Roles in SLA:
Targets in SLA:
Types of SLA in SLA Definition:
Types of SLA's in terms of ITIL:
Duration in SLA:
SLA duration defines the length of time within which a task must be completed before the SLA is breached.
Schedules in SLA:
Schedules within SLA enable you to define the time periods during which the SLAs accumulate business time. Schedules are typically based on the working hours of the resource or departments to whom a task is allocated. Schedules have an impact on the duration specified in an SLA definition. This impact is reflected in the timings that are taken into consideration while calculating an SLA.
You can specify the schedule to be used when creating new task SLAs in the Schedule source field. You can specify one of the following options:
Conditions in SLA:
WorkFlows and Flows for SLA:
You can create and edit workflows with the Workflow Editor. You can create and edit flows using Flow Designer.
Important Tables associated with SLA:
FAQ's around SLA's
Your inputs and suggestions are welcomed. Also let me know if you found any mistake or any points which may be missing in the article.
Please do not forget to mark helpful and bookmark this article.
Regards,
Shubham
Very well explained.
This sentence right here helped me so much: The number of days specified in the Duration field is converted to 24- hour blocks.
The SLA is now working as intended! Thank you so much Shubham Tipnis.
I wonder why SNOW changes hours into days/hours... this makes it confusing to trace 5 business days (as written in contract) to 40 hours (which is 5 days @ 8 hrs/day) which is then converted back to 1 day 16 hours... which does not at first read match the contract of 5 days. Very confusing for me to follow until reading Shubham's article.