thinQmaster Virtual testing partner Adaptive practice exams that find your weak spots and drill them. Every answer explained. From $69
Enroll

thinQmaster

Find your exam

Five questions free, before you decide.

Step 1 · choose a vendor

In one of our camps? Your practice exams come with the tuition — they are on your study page already.

Business Platforms & EA · Intermediate

Service Level Agreement (ServiceNow) (SLA)

Task SLA record tracking time against a commitment, such as resolve P1 incidents within 4 hours.

Definition

Task SLAs are attached by SLA definitions with start, pause and stop conditions and schedules; stages include In progress, Paused, Achieved and Breached.

Exam tip

SLAs pause on conditions like Awaiting Caller; schedules exclude non-business hours.

Related terms