It is the responsibility of service providers to help management meet customer requirements and expectations, to define circumstances that are not covered by liability in the event of failure or performance problems. Customers or customers also benefit from SLAs because they help describe the performance of the service. SLAs are also used for comparison with SLAs from other vendors. Once services and obligations are defined, ServiceNow automatically starts tracking the performance of those commitments. The new planned job “Calculate SLA Results” works every night and calculates the daily SLA results for the day before. It also calculates weekly, monthly, and annual results after the last day of a week, month, or year. These recordings are used by the measuring devices on the SLA home page. SLA definitions can be defined in a newly created Service Offering SLAs (> Service Offering SLAs > SLAs) table. This table is inherited from the SLA table and contains only the SLA definitions associated with service offerings. Creating an Offering SLA service is the same as creating a basic SLA definition. To create a new service offering, please visit the ServiceNow Wiki pages. To create a new SLA service commitment, go to the Service Offer form and click New in the list of Services Commitments themes, or use the Business Services > Commitments module. In the “Type” field, select “SLA” and then select the corresponding SLA definition.
It is up to the user to choose the normal definition of the SLA or the definition of service offering SLA. .