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Capturing and Monitoring ServiceNow SLAs

by Catalin Popa

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

What you'll learn

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.

About the author

Catalin is a tech enthusiast working as ServiceNow Lead ITSM consultant with an experience of more than 8 years in the IT industry across multiple sectors. Throughout his career, he took part of 10+ greenfield and brownfield implementations for multinational companies. He holds a Bachelor's degree in International Affairs and is passionate about both learning and teaching new things. In his spare time, you will find him sailing or riding his Ducati Monster.

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