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Mastering ServiceNow - Second Edition by Martin Wood

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Service Level Management

When someone requests work, it needs to get done. The Service Level Management functionality specifies target times for how long a task should take and then uses Graphical Workflow to trigger notification reminders or perform automated actions. The results (success or failure) can also be reported or worked against.

The Service Level Agreement (SLA) engine in ServiceNow monitors effectiveness by comparing how long it takes to move between two conditions against a predefined goal. The main focus is on measuring time. For example, Gardiner Hotels may have a target of fixing all maintenance tasks within 2 hours, day or night.

This definition may be different to what you were expecting. In business terms, you may define a service ...

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