ITSM Basics questions - ServiceNow
1. Basic Questions Q1. What is an SLA in ServiceNow? A Service Level Agreement (SLA) defines the agreed timeframes within which tasks (like incidents, requests, changes) must be resolved or responded to. ServiceNow tracks SLA commitments using timers. Q2. What are the different types of SLAs in ITSM? SLA (Service Level Agreement): Between service provider and customer. OLA (Operational Level Agreement): Between internal support teams. UC (Underpinning Contract): Between service provider and third-party vendors. Q3. Difference between SLA, OLA, and UC? SLA: External, customer-focused. OLA: Internal, supports SLA fulfillment. UC: Third-party/vendor agreements. Q4. Where are SLA records stored in ServiceNow? SLA Definitions: contract_sla table. SLA Instances (attached to tasks): task_sla table. Q5. Key components of an SLA Definition? Name Target (Response/Resolution) Table (e.g., Incident) Conditions (Start, Stop, Pause) Schedule/Time zone Duration/Goal --- 2. Configuration Questions Q1....
