SLA setup in ServiceNow

SLA in ServiceNow:
SLA (Service Level Agreement) is a business contract that specifies service level expectations around
business services. Typically, they refer to response and resolution targets that the Service Desk needs to
meet.
Service Level Agreements (SLAs) allow the service desk to track whether or not their representatives are
providing a certain level of service. The most common use of SLAs is to ensure that incidents are
resolved within a certain amount of time.

Types of SLA:
Response SLA: The amount of time between when the user first creates an incident and when an IT
person actually assigned to that particular ticket.
Resolution SLA: The amount of time between when the user first creates an incident and when that
incident is actually solved.
SLA configured in ServiceNow :
Response SLA:
Duratio
Name Start condition Stop condition n
Priority 1 Priority = 1 – Critical, State in (New, Assigned, Work in Assigned to an 15
Response Progress) agent Minutes

Priority 2 Priority = 2 - High and State in (New, Assigned, Work in Assigned to an 30

Response Progress) agent Minutes

Priority 3 Priority = 3 - Moderate and State in (New, Assigned, Assigned to an 2 Hours

Response Work in Progress) agent

Priority 4 Priority in (4 - Low, 5 - Planning) and State in (New, Assigned to an 4 Hours

Response Assigned, Work in Progress) agent

Start Condition: Satisfying mentioned conditions, respective SLA gets attached to ticket and time system
starts counting the time.
Stop Condition: Satisfying mentioned conditions, system stops the time counter.
Duration: Configured time within which ticket should be responded to achieve SLA.
Description: When Incident with priority P1 is created Response SLA starts. SLA will stop only when that
ticket is assigned to an agent. If the ticket is assigned to an agent within 15 minutes of creation time
then we can say SLA is achieved else SLA is breached.
As mentioned in above chart response SLAs are configured for other priority tickets.

Resolution SLA:
Stop
conditio Cancel Duratio
Name Start condition Pause condition n condition n
Priority 1 Priority = 1 - Critical and State in (Work in State in (Pending State = Priority != 4 Hours
Resolution Progress, Pending User Info, Pending User Info, Closed 1 - Critical
Problem, Pending Change, Pending V) Resolved, MIR)
Priority 2 State in (Work in Progress, Pending User Incident state in State = Priority != 8 Hours
Resolution(P- Info, Pending Problem, Pending Change, (Pending User Closed 2 - High
D) Pending V) and Priority = 2 - High and Info, Resolved,
Priority Type contains downgraded MIR)
Priority 2 State in (Work in Progress, Pending User Incident state in State = Priority != 8 Hours
Resolution(P- Info, Pending Problem, Pending Change, (Pending User Closed 2 - High
U) Pending V) .and. Priority = 2 - High and Info, Resolved,
Priority Type contains upgraded MIR)
Priority 3 Active = true .and. Priority = 3 - State in (Pending Incident Priority != 2 Days
Resolution(P- Moderate .and. State in (Work in Progress, User Info, state = 3-
D) Pending User Info, Pending Problem, Resolved, MIR) Closed Moderate
Pending Change, Pending V) and Priority
Type contains downgraded
Priority 3 Active = true .and. Priority = 3 - State in (Pending Incident Priority != 2 Days
Resolution(P- Moderate .and. State in (Work in Progress, User Info, state = 3-
U) Pending User Info, Pending Problem, Resolved, MIR) Closed Moderate
Pending Change, Pending V) and Priority
Type contains upgraded
Priority 4 State in (Work in Progress, Pending User State in (Pending State = Priority 3 Days
resolution(P- Info, Pending Problem, Pending Change, User Info, Closed not in (4 -
D) Pending V) and Priority in (4 - Low, 5 - Resolved, MIR) Low, 5 -
Planning) and Priority Type contains Planning)
downgraded
Priority 4 State in (Work in Progress, Pending User State in (Pending State = Priority 3 Days
resolution(P- Info, Pending Problem, Pending Change, User Info, Closed not in (4 -
U) Pending V) and Priority in (4 - Low, 5 - Resolved, MIR) Low, 5 -
Planning) and Priority Type contains Planning)
upgraded

(P-U): Priority Upgraded

(P-D): Priority Downgraded
Start Condition: Satisfying mentioned conditions, respective SLA gets attached to ticket and system
starts counting the time.
Pause Condition: Satisfying mentioned conditions, system pauses the counter. Counter will start again
only when start conditions are meet.
Stop Condition: Satisfying mentioned conditions, system stops the time counter.
Cancel Condition: Satisfying mentioned conditions, attached SLA will be cancelled and new SLA gets
attached in case on ticket priority is upgraded/downgraded.
Duration: Configured time within which ticket should be closed to achieve SLA.
Description: When Incident with priority P3 is created “ Priority 3 Resolution(P-U)”
SLA gets attached and SLA timer gets started. SLA timer will be paused when “Pause Condition” is meet.
SLA timer will start again when “Start Condition” is meet. When priority P3 ticket is resoled or closed by
agent within 2 days then we can say SLA is achieved else SLA is breached.
In case of priority is upgraded or downgraded old SLA will be cancelled and new priority SLA will get
attached. SLA timing is adjusted retroactively (taking effect from old SLA to new SLA) to count from
when the incident was first created, rather than from when the incident's priority changed. This reflects
the actual time the user contacted you.
As mentioned in above chart resolution SLAs are configured for other priority tickets.

Schedule:
Business hours(Working hours) are configured as below:
For Priority 1: Schedule is 24/7
For Priority 2, 3 and 4:
Monday-Friday 8-8 (8:00:00 AM to 20:00:00)

Time zone for all priority ticket is Europe/London.