11. ServiceNow SLA Configuration with Use Cases - Live Demo

1. How to configure SLA in ServiceNow
2. Different types of SLA
3. Use Cases and live configuration of Response and Resolution SLA.
4. Example of Retroactive Start
5. Use Cases of some concepts related to SLA
6. How to attach new SLA on change of Priority to ticket.
7. How to define SLA/OLA/UC

[talwindersingh]

At 9:25 where yiu have you SLA table, can I use the out of the box SLA's for my own tables that I created and also for incident table in SNOW?

[bharathprasannakumar]

Can we add SLA's to only to the tables which are extended from task?

[Llolthe]

many thanks for the turorial sir! I have a question and maybe you can help me. Let's say i have a requirement for an P2 Resolve time SLA that should be solved within 2 business days and the business hours are 9-5 weekdays. For the SLA schedule is clear: there will be a 9-5 weekdays excluding any weekends/holidays but i'm not sure about the SLA should it be set to 48hours (as 2business days=48hours) OR 16hours ?- as basically the team has 16 hours in total to resolve the incident stretched over 2 business days...i'm not quite sure how to translate that into the duration field.

[monu]

I created a app and its not letting me to create anything in global mode like priority look up rule how can i came back to global mode/scope?

[avularohit]

retroactive start means after attach the sla time start calculate not afte creation of sla right?

[rahulmishraAug]

If incident has been transferred to any other Team then how can we configure in such a way that new SLA starts from there itself.