SLA

(Service Level
Agreement)

SNow Trainer: Srikanth V

Phone No:7989878631
Agreement Type derived as
follows:
Based on who is making agreement based on that we will divide these three:
1. SLA (Service level Agreement) is an agreement between client and service provider.
2. OLA (Operational Level of Agreement) is an agreement between teams and service
provider.
3. UC (Underpinning Contract) is an agreement between vendor and service provider. Eg:-
company is taking laptop from 3rd party to fulfil their service to client. So there is an
agreement between vendor and service provider. This agreement is called UC.
NOTE:- Here service provider is some x company like Wipro.

SNow Trainer: Srikanth V

Phone No:7989878631
 Serice Level Agreement
Introduction:-

• SLA something like it's is a promise or guarantee between

the service provider and the customer.​
• Definition:- It's a contract between a service provider and a
customer that defines the standards and types of services to
be offered.​
• SLA are typically written are drafted by Legal Departments
and Product Managers.​
SNow Trainer: Srikanth V
Phone No:7989878631
 Serice Level Agreement
Things to know about SLA
• An introduction to service level agreements
• Who provides the SLA?
• Who needs the SLA?
• Why are SLAs so Important?
• What are the benefits of an SLA?
• What are the different types of SLAs?
• What should be included in an SLA?
• What is an indemnification clause?
• What SLA metrics should businesses consider?
• Service Level Management with ServiceNow

SNow Trainer: Srikanth V

Phone No:7989878631
 An introduction to service level agreements
• Success in business depends heavily on an organization’s ability to understand
and meet customer expectations. But when those expectations are not clear, or
when customers are not fully informed about what they can expect from a
service provider, managing customer expectations may become extremely
difficult. To counter this issue, businesses of all kinds rely on SLAs.
• An SLA functions as a documented understanding between the entity providing
the service and the one receiving the benefits of the service. Although traditional
SLAs define service expectations between vendors and customers, they may
also be employed between departments within the same organization. And while
the SLA may consist of as little as a few sentences or as much as entire
documents’ worth of provisions and stipulations, they are always a critical
component of modern service contracts. It’s also important to note that SLAs
should not be thought of as immutable; they should change and grow to meet
evolving business needs. With this in mind, SLAs should incorporate a clear
framework for introducing revisions or modifications during the course of the
contract.
SNow Trainer: Srikanth V
Phone No:7989878631
 Who provides the SLA?
• The SLA is created and provided by the service vendor. This
allows the organization to customize their various SLAs to meet
specific service and customer requirements. In fact, there might
be cases in which a company may provide several SLAs for a
single service, with each SLA reflecting different levels of
service at different price points. However, because SLAs are
usually prepared by the vendor, they may favor the service
provider over the customer. As such, it can be helpful to
encourage clients to review SLAs—and to even consider
bringing in legal counsel, where appropriate—to ensure that the
SLA is satisfactory before making any formal commitments. This
will help prevent issues where customers feel as though they
have been misled.
SNow Trainer: Srikanth V
Phone No:7989878631
 Who needs the SLA?
• Network providers

• Service providers

• IT Service providers

• Managing Service Providers

Snow Trainer: Srikanth V

Phone No:7989878631
 Why are SLAs so Important?

Although they may seem straightforward, SLAs serve a variety of functions.

• Ensuring everyone involved is on the same page
• Providing clear metrics
• Offering recourse for unmet obligations
• Improving provider-business partnerships

SNow Trainer: Srikanth V

Phone No:7989878631
 What are the benefits of an SLA?
• The importance of SLAs in ensuring that
expectations are being effectively managed cannot
be overstated. Additionally, SLAs bring with them
several clear advantages , including the following:

• Improved customer experience

• Improved employee
experience
• Established and trusted source
of information
• Increased productivity and
performance

SNow Trainer: Srikanth V

Phone No:7989878631
 Common Checklist of SLA

1. Statement of Objectives
2. Scope of services to be covered
3. Service Provider responsibilities
4. Customer Responsibilities
5. Performance Metrics
6. Penalties for contract breach/Exclusion

SNow Trainer: Srikanth V

Phone No:7989878631
 What are the different types of SLAs?
• Three different types of SLAs, categorized by their specific use cases:

•Customer SLAs
•The most common (or at least the most well-known) type of service level agreement, the customer SLA is a
contract between a service provider and an external customer. This is sometimes also called
an external service agreement.

•Internal SLAs
•Internal SLAs are designed to establish and adhere to service standards within a specific company or
organization. These may function between teams or departments and help ensure that different groups that
depend on each other within the business are meeting vital goals.

•Multilevel SLAs
•For occasions when there is more than one service provider or more than one end user, a multilevel SLA can
divide the contract into multiple levels. These can be applied to internal or external customers and may also
cater to different price ranges for varying levels of service within a single product.

SNow Trainer: Srikanth V

Phone No:7989878631
 What should be included in an SLA?
• There is no set standard outlining everything that should be included in every SLA; details will differ between
industries, businesses, customers, service types, and even individual situations. That said, there are several SLA
elements that have become commonplace in many service agreements. These include the following:

• Agreement summary
• Party objectives
• Schedules for reviews
• Points of contact
• Compensation for unmet goals
• Cancellation conditions

SNow Trainer: Srikanth V

Phone No:7989878631
 What is an indemnification clause?
• Some SLAs may feature an indemnification clause. In an
indemnification clause, one of the parties (called
the indemnitor) agrees to take full responsibility for any
liabilities, damages, or losses suffered by the other party in
the event of a contract breach. These clauses are often one-
sided, benefiting one party without providing any clear
advantages to the other. That said, some service providers
may wish to include such a clause as a way of further
guaranteeing the standards of their services.

SNow Trainer: Srikanth V

Phone No:7989878631
 What SLA metrics should businesses
consider?
• As stated above, metrics are important components within SLAs. But just because something is measurable, it
does not necessarily mean that it should be included as a metric. SLA metrics should be easy to follow, with data
that can be accurately collected with little effort. Likewise, because the service provider will be held accountable
to these metrics, they absolutely must be within the providers control to directly influence.
It’s also important to choose the correct number of metrics. Too many different metrics will likely produce more
data than can easily be analyzed, while too few metrics will not provide enough information to prove that the
contract is being fulfilled. Finally, every metric will need a reliable and reasonable baseline to be measured
against. These baselines may be revised during periodic SLA reviews.
Possible metrics to include in an SLA are as follows:

• Availability of service
• Technical quality
• Error rates
• Security
• Business results
SNow Trainer: Srikanth V
Phone No:7989878631
 Service Level Management with ServiceNow

• The right SLA can go a long way towards correctly

managing user expectations and creating powerful,
profitable business relationships. But SLAs are only one
aspect of the whole process. To ensure optimal experience
while managing commitments between customers and
service providers, more and more businesses are turning
to Service Level Management from ServiceNow.

SNow Trainer: Srikanth V

Phone No:7989878631
 Examples:- 1
• We have Wi-Fi in our home which is not working so
we call to customer care the informing as the issue
will be fix with in 24 hours .
• It means they are setting some time limit agreement
to resolve the issue on time or with set of cost like
below or equals to 10$ Dollars.

Examples:- 2
• Let Suppose you have ordered something from
shopping platform and they promise to deliver the
product in 2-5 business day. Means service will
provide with certain amount of time.

SNow Trainer: Srikanth V

Phone No:7989878631
 SLA live Demo (contract_sla)
Use Cases:
Let us consider, the condition is when a "state" filed changes to "in progress" in an incident table, I want
to trigger a SLA clock, based on that SLA time line I have to perform certain activity.
1. In Filter Navigator please find the application as follows:
2. The Backend name of the table is "contract_sla". Click new to create new record.
3. SLA targets are of 2 types "Response" and "Resolution"
Response and Resolution SLA:-
4. How much time will it take to respond for particular ticket is Response.
5. How much time will it take to resolve that Issue is Resolution.

SNow Trainer: Srikanth V

Phone No:7989878631
 Three conditions
All these above highlighted information will be given by client.

SNow Trainer: Srikanth V

Phone No:7989878631
Start Condition: When the State is in progress.

1. We have an another option called Retroactive Start which means it's is a feature that allows you to
adjust Service Level Agreement (SLA) timing to take effect from a past date

SNow Trainer: Srikanth V

Phone No:7989878631
Pause Condition: When the State is on-Hold.

1. When the clock is stopped it will not freeze the contract.

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Phone No:7989878631
 Stop Condition: When the State is Resolved.

Reset condition: when I want to restart my SLA if it is canceled Task SLA or complete current Task
SLA.
SNow Trainer: Srikanth V
Phone No:7989878631
1. We have an another option called Retroactive Start which means it's is a feature that allows you to adjust
Service Level Agreement (SLA) timing to take effect from a past date.
Example: If an incident priority is changed to Critical (1) and that Priority 1 SLA is attached at that time here the
Retroactive Start means SLA count from when the incident is created rather than when the priority is changed.

Retroactive Start is true then the above will pop up due to on change client script. But here I am not
going to use it for now.

SNow Trainer: Srikanth V

Phone No:7989878631
Here users time zone is GMT and time is chosen as 10 minutes so the elapsed time will be after 10 minutes of
incident created.

• Once Saving or submitting SLA refresh incident page or open

SNow Trainer: Srikanth V the new incident. In order to make sure SLA activity working
Phone No:7989878631 fine or not.
On creating new Incident on filling the mandatory fields there will be no Task SLA attatched.

• The Backend table name of Task SLA is "task_sla".

• When the Start condition is met (State is inprogress) then the SLA activity will comes up .

SNow Trainer: Srikanth V

Phone No:7989878631
Before the business elapsed time crosses the sla time Duriation we have to resolve the incident and close the
incident the Stage of the SLA changes to Completed.

 Steps of SLA?
Start>Pause>Stop>Reset
 Steps of SLA Timeline?
Start>Stop>Pause

SNow Trainer: Srikanth V

Phone No:7989878631
Thank you
Srikanth V (ServiceNow Trainer)
7989878631
[email protected]