SLA(Service Level Agreement)
SLA(Service Level Agreement)
Topics:-
What is SLA in ServiceNow?
Types of SLA
SLA Conditions
RetroActive Start Conditions
SLA TimeLine Charts
Real Time Scenarios
SLA -SLA is an agreement between
a customer and service provider.
Example :- Let suppose you have ordered something from
the Shopping platform and they promise to deliver the
product in 2-5 business Day. Means service will provide with
certain amount of time.
Types of SLAs
Based on who is making the agreement based on that we will divide these three.
1. Sla is an agreement between client and service provider.
2. OLA is an agreement between teams and service provider. Service provider is a company
3. UC is an agreement between vendor and service provider. Company is taking laptop from
3rd party to fulfill their service to client. so there is an agreement between vendor and
service provider. This agreement is called UC.
Sla Conditon and timeline will be discussed in
Video.
Retroactive start in SLA with one example?
For example, if an Incident’s priority is changed
to 1 (Critical) and a Priority 1 SLA is attached at
that time, Retroactive start means that the SLA
counts from when the incident was first created,
rather than from when the Incident’s priority
changed.
Use Case:-
When incident ticket went to InProgress
state, then the SLA clock should start and
clock will pause if the ticket is onHold and
Completed when ticket is resolved.
