Book Image

Learning ServiceNow. - Second Edition

5 (1)
Book Image

Learning ServiceNow. - Second Edition

5 (1)

Overview of this book

This book is an updated version of Learning ServiceNow, that will cover the new and updated features of the ServiceNow platform. It will show you how to put important ServiceNow features to work in the real world, while introducing key concepts via examples of managing and automating IT services. It'll help you build a solid foundation of knowledge, and will demonstrate how to effectively implement and configure modules within ServiceNow. We'll show you how to configure and administer your instance, and then move on to building strong user interfaces and creating powerful workflows. We also cover other key elements of ServiceNow, such as notifications, security, reporting, and custom development. You will learn how to improve and automate your business' workflow and processes. By the end of this book, you will be able to successfully configure and manage ServiceNow like a pro.
Table of Contents (19 chapters)
Learning ServiceNow Second Edition
Contributors
Preface
Index

SLAs


SLAs (Service Level Agreements) are a feature in ServiceNow that allows you to set and track a set of expectations surrounding the delivery of a given service. For example, if the user submits a given Service Request or an Incident, the SLA engine in ServiceNow can fire based on a set of conditions, and alert the assignee, their manager, or any specified user or group.

SLA Definitions can be found under Service Level Management | SLA | SLA Definitions:

Let's start by creating an SLA for our Virtual War Rooms, so we can ensure that they're addressed as quickly as possible.

  1. Start by navigating to the SLA Definitions module of the application navigator as defined above.

  2. At the top of the list of SLA Definitions, click on New.

  3. For the Name field, enter Virtual War Room Work Start.

  4. Make sure that the Type field, if it is on your SLA Definition form, is set to SLA.

  5. Set the Table field to Virtual War Room [u_virtual_war_room] so that the SLA will only trigger on records in our Virtual War Rooms...