Things to consider when defining SLAs, OLAs and UCs

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In addition to a blog I have written two years ago about defining SLAs in this blog I want to go a bit deeper into the things to consider when you start defining your SLAs, OLAs and UCs. I hope this blog will give you some guidance.
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A Best Practice model in ServiceNow

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As an ITSM implementer Logicalis SMC has loads of experience in implementing ITSM tools and solutions based on industry “Good Practices”. Together we have realised 100+ ITSM implementations. With all this experience our professionals combined forces in setting up a best practices process model based on ServiceNow technology. This best practices process model is called “IT-Guardian”.
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Create knowledge based on Major Incident flag

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When a major incident occurs you can inform your users via the “News” topic used in the Knowledge Base. This way the information can be displayed via Self-Service after publishing it, preventing your end-users from calling the Service Desk or creating additional tickets.

Create a Major Incident flag

Since the Major Incident flag isn’t an out-of-the-box field, lets start with creating the Major Incident flag in the incident table.

Create a new dictionary entry of the type “boolean”, called “Major Incident”.

After creating the checkbox you can add it to the Incident form.



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Defining and differentiating SLA’s using service levels Gold, Silver and Bronze

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On every implementation of ServiceNow we get to the point we start talking about implementing SLA’s. When I ask: “Do you have SLA’s defined”? I always hear; “Of course we have”. However, the difficulty is always to get a clear understanding of the definitions needed to configure ServiceNow.

In this blog I will explain how SLA’s can be defined with the help of a simple template and how you can differentiate your SLA’s using Service Levels gold, silver and bronze based on the selected CI on your Incident record.

Defining your SLA’s

The first step before you can start configuring your SLA’s in ServiceNow is to make clear definitions of the SLA’s you would like to run against i.e. your Incident record. I use the table below as a starting point with some examples for a reaction time and resolution time SLA. As you can see you need to know when to start, pause and stop an SLA and for how long you want it to be running in order to achieve your SLA.

Create possibility to define SLA level’s on CI’s

Since I would like to differentiate between service levels gold, silver and bronze based on the selected CI on the Incident ticket, I also include the SLA level as a start condition. Before you can define these conditions in ServiceNow you’ll need to create a dropdown list first, because the SLA level isn’t an out-of-the-box option. You can do this by creating a new dictionary entry in the table Configuration Item (cmdb_ci).
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Service Portfolio Management – Optimizing the delivery of IT Services in Service-now.com

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Looking for a way to present to your customers the portfolio they’ve contracted in a customer friendly way? Trying to help the IT department understand the business value of a service? What is it that we offer to our business and by which means?
The Service Portfolio Management Plugin can help you out!
While a lot of companies are getting more and more mature in using ITIL processes, Service Portfolio Management is getting more important. It offers a central transparent oversight of the services you offer to your business, bearing in mind alignment of strategy, costs, demands etc.

Activating the Service Portfolio Management Plugin and the implementation of Service Portfolio Management will enable the possibility to present your customer what their company/department has contracted in a customer friendly graphical overview. It will create an additional catalog called, Business Service Catalog, showing all defined Business Services with their underlying Service Offerings and pricing.
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