AService Level Agreement (SLA)in ServiceNow is a tracking mechanism that ensures tasks are completed within a specified time frame. SLAs help inmonitoring and enforcing deadlinesfor various tasks, such as incidents, changes, or service requests.
Tracks Task Duration
SLAs calculate theelapsed timesince a task was created and determine if it meets or breaches the defined resolution targets.
Ensures Timely Completion
SLAs definestart, pause, and stop conditionsbased on specific criteria (e.g., an incident must be resolved within 8 hours).
Visual Indicators
SLAs includeprogress bars, warning alerts, and breach notificationsto help users track deadlines.
Works with Business Rules and Workflows
SLAs can triggerescalations, notifications, or automated actionsif a task is at risk of breaching the SLA.
A. Task Escalation Clock(Incorrect)
No such feature called "Task Escalation Clock" exists in ServiceNow. Escalations are handled usingSLA workflows and escalation rules.
C. Inactivity Monitor(Incorrect)
TheInactivity Monitoris used to detect when a task has not been updated for a specific period, but it does not enforce time-bound completion.
D. Response Time Clock(Incorrect)
No specific "Response Time Clock" exists in ServiceNow.Response SLAstrack thetime taken to acknowledge a task, but this is part of the broader SLA system.
E. Business Time Remaining(Incorrect)
This isnot a specific featurebut rather a calculated field within SLAs that shows the time remaining before an SLA breaches.
Service Level Agreements (SLA) Overview:https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/service-level-management/concept/c_ServiceLevelAgreements.html
How SLAs Work in ServiceNow:https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/service-level-management/concept/slas-how-work.html
Key Features of SLAs in ServiceNow:Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:
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