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creating response and resolution sla reports in servicenow: a comprehensive tutorial

this tutorial will guide you through creating comprehensive response and resolution service level agreement (sla) reports in servicenow. we'll cover defining slas, configuring events for tracking, and building reports to analyze sla performance. we'll include code examples for scripting and data manipulation to enhance your reporting capabilities.

*i. understanding slas in servicenow*

before diving into reports, let's solidify our understanding of slas in servicenow.

*what is an sla?* a service level agreement (sla) defines the level of service expected by a customer from a service provider. it outlines specific metrics (like response time and resolution time) and associated service levels (e.g., respond within 4 hours, resolve within 24 hours).
*key sla components:*
*sla definition:* the blueprint for the sla, defining the metric, conditions to trigger the sla, service level targets, and actions to take when breaches occur.
*task sla:* an instance of the sla definition applied to a specific task (e.g., an incident, problem, or change request). each task sla tracks the progress of meeting the sla goals for that particular task.
*sla workflow:* the underlying process that monitors the task sla, updates its status, and triggers events (e.g., warnings, breaches).
*sla conditions:* rules that determine when the sla should start, pause, resume, and stop.

*ii. defining sla definitions*

first, let's create sla definitions that we'll use to generate our reports.

1. *navigate to `service level management sla sla definitions`.*
2. *click `new`.*

3. *configure the sla definition:*

*name:* (e.g., "p1 incident response sla", "p1 incident resolution sla") choose a descriptive name.
*table:* `incident` (or the table you want to monitor).
*type:*
*response:* measures the time to first ...

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