ServiceNow Telugu Series -Episode 21 | SLA in ServiceNow | ServiceNow Telugu Videos | ServiceNow SLA

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In the context of ServiceNow, "SLA" stands for Service Level Agreement. ServiceNow is a popular IT service management (ITSM) platform used by organizations to manage various aspects of their IT services and operations, including incident management, problem management, change management, and more.

Within ServiceNow, SLAs are commonly used to define and track the level of service that needs to be provided for various IT processes. Here's how it typically works:

Definition: You create SLAs in ServiceNow to specify the expected response and resolution times for different types of incidents, requests, or other IT processes. These SLAs can be defined based on various criteria such as priority, category, or any other relevant factor.

Tracking: Once an incident or request is logged in the system, ServiceNow starts tracking the SLA associated with it. The system monitors the time taken to respond to and resolve the issue.

Notifications: ServiceNow can send notifications to relevant parties (such as IT staff or requesters) when an SLA is nearing breach or has been breached.

Reporting and Metrics: ServiceNow provides reporting and metrics to help organizations monitor their SLA performance and make improvements as needed. This data can be used to assess how well IT services are meeting their commitments.

Automation: ServiceNow also allows for automation of certain actions based on SLA milestones. For example, if an SLA breach is imminent, automated workflows can be triggered to escalate the issue or notify management.

Overall, ServiceNow SLAs help organizations ensure that their IT services are delivered efficiently and in accordance with agreed-upon service levels, leading to improved customer satisfaction and operational efficiency.

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[maharishipatoju]

Hi srinivas, I am unable to login into my personal instance, the thing is I havent use the instance past 10dyas, the following message is showing inside the my profile instance: Instances with no activity for over 10 days will be claimed back in to the pool. I tried in multiple ways. but still it is shwoing username password is invalid, to rest admin passworkd link the link.

[crazytwins]

Hi sir, I heard service now testing jobs...what are the roles they will do ..Please explain once