#4 ServiceNow SLA | SLA Duration and Schedules

The SLA is Service Level Agreement. It is a contract between a service provider and its internal or external customers that documents what services the provider will furnish and defines the service standards the provider is obligated to meet.

This video series is about ServiceNow SLA. If you are a ServiceNow Administrator or Developer and you have to create SLA in your organisation for different tasks, then this video series will help you to learn about end to end SLA in ServiceNow.

ServiceNow SLA Video series-
- More to come

#ServiceNow #SLA #ServiceNowSLA

[ankitk]

great content!! really helping me and am sure its helping others as well... Good job done 👌😇

[malipedduharish]

Thank you very much sir.. Great Content . Generally we don't get to see tutorials deep diving into each and every option.. :).

[detlefbiedermann]

Hello, great tutorial, one hint (I have done some tests), if you use "The caller's location timezone" but have not set the timezone for this location, the sla (task_sla) will not start at all.

[beyond]

Hi can you please make videos on ITIL foundation V3 OR V4

[paulomachado]

Hi! I would like to know, if you could help me if a problem. I need create a SLA to start one day after create, but accepting business days and running between 10am-19pm. What the best way to do this? Relative Duration? Thanks in advanced.

[krishnachaitanya]

When I create schedule entry for a new schedule I am getting error like when and repeat type are overlapping...so please help me how to resolve this issue

[vikasmishra]

At last of the video you said "please continue to watch whole series of SLA definition to understand this properly" so my question is : is their any other videos that you also need to create for proper understanding or it was just these 4 videos only.

[nagashriravindra]

Hi, the video was very helpful, thank you :) but you did not cover the breakdown concept in the series, Please do a short video for that if possible, thanks :)

[Llolthe]

Thank you sir for your helpful tutorial! 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.