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Service Level Management › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Service Level Management reference

Reference sections provide additional information about components installed with Service Level Management.

  • Flows for SLA
    Use the flow actions to send SLA notifications when the duration specified in the SLA definition is crossed.
  • SLA notifications
    SLA sends notifications at certain events defined in the workflow.
  • SLA duration types
    You can select one of two SLA duration types to define the length of time within which a task must be completed before the SLA is breached.
  • Schedules within SLA
    Schedules within SLA enable you to define the time periods during which the SLAs accumulate business time.
  • SLA duration and schedules
    Schedules have an impact on the duration specified in an SLA definition.
  • Time zones in SLAs
    You can specify the geographical time zone that is used for schedule calculation.
  • SLA conditions
    SLA conditions determine when a task SLA record is attached, paused, resumed, reset, canceled, and completed.
  • SLA transitions
    SLA records pass through a series of transitions during processing.
  • SLA condition rules
    SLA condition rules control how the different conditions you define in an SLA definition are combined to determine whether an SLA should attach, pause, complete, reattach, or cancel.
  • Service Level Agreement (SLA) process example
    As work is done on the relevant task, the SLA may change stage appropriately, depending on the information defined for that SLA in the relevant SLA definition.
  • Scheduled jobs for SLA
    SLA has default scheduled jobs to regularly refresh the time calculations on each active task SLA.
  • SLA timeline
    The SLA timeline is a feature of the Service Level Management application. The SLA timeline detail helps you understand the progress of an SLA. The timeline provides detailed insight to the task updates which triggered stage changes during the life cycle of a task SLA.
  • Service Level Agreement (Legacy) engines
    If you are on an earlier version of the SLA engine, you can upgrade to the 2011 engine to make use of the complete service level management functionality.
  • Task SLA table
    The Task SLA [task_sla] table stores Task SLA records for the SLAs attached to particular tasks.
  • Service level management overview dashboard
    The Service Level Management Overview Dashboard provides insight into Service Level Agreement (SLA) information relevant to the logged-in user. By default, the Overview dashboard is available to users who possess the itil role.
  • Legacy: Platform Analytics Solutions for Service Level Management
    This Platform Analytics Solution contains preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.
  • Domain separation and Service Level Management
    Domain separation is supported in Service Level Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
  • Quick start tests for Service Level Management
    Validate that Service Level Management still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.
  • Configure Service Level Agreement (SLA) properties
    You can configure the SLA engine, logging, and repair properties based on the requirements within your organization.
  • Migrate to service level management
    Migrate SLA processing from the escalations engine to use the service level management functionality.

Parent Topic:Service Level Management