Capturing and Monitoring ServiceNow SLAs

This course will teach you concepts for capturing and monitoring SLAs in ServiceNow.

In many industries, it can be essential to keep track of how fast support is being delivered, keep it monitored, and eventually notify the appropriate stakeholders if a service is close to passing the defined thresholds. In this course, Capturing and Monitoring ServiceNow SLAs, you’ll learn to define a service-level agreement definition and monitor the same. First, you’ll explore the difference between SLA, OLA and UC. Next, you’ll discover how to edit and create from scratch an SLA definition in ServiceNow. Finally, you’ll learn how to leverage the SLA dashboard and thus have an overview of the ongoing or breached SLA definitions. When you’re finished with this course, you’ll have the skills and knowledge of capturing and monitoring ServiceNow SLAs needed to evaluate if the previously agreed services are being delivered in the defined timeframes.

• Course Overview 1min
• Introduction 19mins
• ServiceNow Demonstrations 61mins