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

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2. Configuration Questions

Q1. How do you configure a new SLA in ServiceNow?

Navigate: Service Level Management > SLA Definitions → New.

Select Table, set Start/Stop conditions, schedule, duration, and save.

Q2. What are Start, Stop, and Pause conditions in SLA?

Start: When SLA timer begins (e.g., Incident created).

Stop: When SLA ends (e.g., Incident resolved).

Pause: When SLA is temporarily stopped (e.g., Incident On Hold).

Q3. What is Retroactive Start in SLA?

Allows SLA to start at an earlier time (before SLA was actually attached), based on a specific field (e.g., incident opened time).

Q4. Can multiple SLAs be attached to a single task? How?

Yes, by defining multiple SLA definitions with different conditions. All conditions that match will attach to the task.

Q5. How do you pause an SLA when an incident goes "On Hold"?

In SLA definition → set Pause condition = Incident state = On Hold.

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3. Scenario-Based Questions

Q1. SLA only for High Priority Incidents?

In SLA definition → Condition: Priority = High.

Q2. SLA not attaching to Incident – Troubleshooting?

Check if definition is active.

Verify conditions match.

Confirm correct table (incident).

Check business rules: Attach SLA.

Ensure incident wasn’t created before SLA was defined.

Q3. Different SLAs for P1 and P2 incidents?

Create separate SLA definitions with conditions Priority = 1 and Priority = 2.

Q4. SLA should stop when assigned to a specific group?

Add Stop condition: Assignment group = <specific group>.

Q5. What happens to SLA if incident is reopened after resolution?

If configured, SLA restarts or a new SLA attaches depending on business rule.

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4. Advanced / Scripting Questions

Q1. onSLAStart, onSLABreach, onSLAComplete business rules?

onSLAStart: Runs when SLA starts.

onSLABreach: Runs when SLA breaches.

onSLAComplete: Runs when SLA completes.

Q2. Trigger notification before SLA breach?

Configure SLA Workflow/Events → send notification on onSLABreach or using Percentage timers (e.g., at 75% time consumed).

Q3. Calculate SLA percentage in script/report?

From task_sla table, use fields: percentage or (elapsed_time / planned_duration) * 100.

Q4. Can SLA apply to custom tables?

Yes → Create SLA definition for custom table (must extend task table).

Q5. Update SLA duration dynamically using script?

Use Business Rule or SLA Script Include (SLACondition/SLAGoal) to calculate custom duration.

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5. Reporting & Monitoring Questions

Q1. How to monitor active SLAs in ServiceNow?

Check Task SLA (task_sla) table → Active = true.

Q2. How can managers view breached SLAs?

Reports/Dashboards from task_sla table → Filter breach = true.

Q3. How to build a dashboard to track SLA compliance?

Use Performance Analytics or Reports.

Widgets: Breached SLAs, SLA compliance %, SLA by priority/team.

Q4. Impact of business schedules on SLA calculation?

SLAs count only working hours defined in the associated schedule.

Q5. How to report SLA performance for last 6 months?

Build report from task_sla table → Filter by start_time >= Last 6 months.