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Capturing and Monitoring ServiceNow SLAs

Catalin Popa

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

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

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.

This course is no longer available. Find something similar by browsing:
ServiceNow SLA Service Level Agreement OLA Service Level Management UC

What's inside

Syllabus

Traffic lights

Read about what's good
what should give you pause
and possible dealbreakers
Suitable for intermediate learners who wish to strengthen their foundation in managing SLAs within ServiceNow
Explores essential concepts of SLAs, OLAs, and UCs, providing a strong foundation for understanding service level agreements
Taught by Catalin Popa, an experienced instructor recognized for his expertise in ServiceNow
Provides practical guidance on creating and editing SLA definitions, catering to the needs of administrators and managers
Leverages the SLA dashboard to offer a comprehensive overview of ongoing and breached SLAs, enhancing visibility and monitoring capabilities
May require some prior knowledge of ServiceNow to fully benefit from the course

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Reviews summary

Practical servicenow sla overview

According to students, this course offers a concise and practical overview of ServiceNow SLAs. The instructor provides clear explanations and valuable demonstrations on configuring SLAs within the platform. The hands-on demonstrations are particularly highlighted as helpful for understanding real-world application, making it a good starting point for grasping the fundamentals of ServiceNow SLAs.
Features clear and practical demonstrations for configuration.
"The instructor does a great job of explaining the concepts clearly and demonstrates how to configure them in the platform."
"I found the hands-on demonstrations particularly helpful for understanding the real-world application."
Offers a focused and applicable understanding of ServiceNow SLAs.
"This course provides a concise and practical overview of ServiceNow SLAs."
"It's a good starting point for anyone looking to grasp the fundamentals of SLAs in ServiceNow."

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Capturing and Monitoring ServiceNow SLAs with these activities:
Review the concept of Service-Level Agreements (SLAs).
Get familiar with the fundamental principles of SLAs before starting the course to ensure a strong foundation for the upcoming material.
Browse courses on SLA
Show steps
  • Define an SLA and its key components.
  • Explain the different types of SLAs.
  • Discuss the benefits and limitations of SLAs.
Watch the ServiceNow documentation video on SLA monitoring.
Enhance your understanding of SLA monitoring by exploring ServiceNow's official guidance, ensuring a comprehensive grasp of the topic.
Show steps
  • Access the ServiceNow documentation website.
  • Locate the video tutorial on SLA monitoring.
  • Watch the video and take notes on key points.
Practice Monitoring SLAs
Engage in hands-on practice to develop proficiency in monitoring SLAs in ServiceNow.
Show steps
  • Access the SLA dashboard in ServiceNow
  • Analyze SLA performance data
  • Identify and resolve SLA breaches
Two other activities
Expand to see all activities and additional details
Show all five activities
Write a Technical Blog Post on SLAs
Enhance your understanding and communication skills by writing a comprehensive blog post on the topic of SLAs.
Show steps
  • Research and gather information on SLAs
  • Outline the blog post structure
  • Write the blog post content
Volunteer to Support IT Service Delivery
Gain real-world experience in SLA management by volunteering to support IT service delivery.
Browse courses on IT Service Delivery
Show steps
  • Contact local IT organizations or non-profits
  • Inquire about volunteer opportunities
  • Provide assistance with SLA monitoring and reporting

Career center

Learners who complete Capturing and Monitoring ServiceNow SLAs will develop knowledge and skills that may be useful to these careers:
Service Delivery Manager
Service Delivery Managers are responsible for ensuring that IT services are delivered in accordance with agreed-upon SLAs. This course on Capturing and Monitoring ServiceNow SLAs is highly relevant to this role, providing valuable knowledge and skills.
See salaries and explore the career path for Service Delivery Manager
SLA Manager
SLA managers are responsible for the management and monitoring of service level agreements, making this course highly relevant to someone seeking this role. With this course's focus on capturing and monitoring SLAs in ServiceNow, you will obtain the skills and knowledge needed to succeed in this career.
See salaries and explore the career path for SLA Manager
IT Service Manager
An IT Service Manager typically oversees all aspects of IT service delivery, making this course highly relevant to someone seeking this role. As a crucial part of IT service delivery is ensuring that services are delivered in agreed timeframes and that appropriate stakeholders are notified if not, the skills and knowledge taught in this course will prove invaluable.
See salaries and explore the career path for IT Service Manager
IT Operations Manager
IT Operations Managers are responsible for the day-to-day operations of an organization's IT infrastructure. As part of this responsibility, ensuring that services are delivered in agreed-upon timeframes is crucial. As such, this course on Capturing and Monitoring ServiceNow SLAs provides valuable skills and knowledge.
See salaries and explore the career path for IT Operations Manager
IT Project Manager
IT project managers are responsible for planning, executing, and closing IT projects. As deadlines and timeframes are key parts of projects, this course on Capturing and Monitoring ServiceNow SLAs will provide valuable skills and knowledge to ensure deadlines are met and projects are closed on time.
See salaries and explore the career path for IT Project Manager
IT Support Specialist
IT Support Specialists are responsible for providing technical support to users. As part of this responsibility, ensuring that service level agreements are met is crucial, making this course relevant. By capturing and monitoring SLAs in ServiceNow, this course provides the skills and knowledge to identify and resolve issues within SLAs.
See salaries and explore the career path for IT Support Specialist
IT Analyst
IT Analysts are responsible for analyzing and resolving IT issues. As part of this responsibility, they may be involved in capturing and monitoring SLAs. This course provides the skills and knowledge needed to succeed in this aspect of the role.
See salaries and explore the career path for IT Analyst
Project Coordinator
Project Coordinators are responsible for the day-to-day coordination of projects. As deadlines and timeframes are key parts of projects, this course on Capturing and Monitoring ServiceNow SLAs may provide some relevant skills and knowledge. Specifically, the course's focus on monitoring SLAs can help ensure deadlines are met and projects are closed on time.
See salaries and explore the career path for Project Coordinator
IT Auditor
IT Auditors are responsible for evaluating the effectiveness of IT controls. As SLAs are a key part of IT controls, this course may provide some relevant knowledge. Specifically, the course's focus on monitoring SLAs can help IT auditors assess the effectiveness of SLA controls.
See salaries and explore the career path for IT Auditor
Business Analyst
Business Analysts are responsible for analyzing and defining business requirements. As SLAs are agreements between businesses and service providers, this course may provide some relevant knowledge. Specifically, the course's focus on defining and creating SLA definitions can help business analysts understand the technical aspects of SLAs.
See salaries and explore the career path for Business Analyst
IT Consultant
IT Consultants provide advice and guidance to organizations on IT matters. As SLAs are a key part of IT operations, this course may provide some relevant knowledge. Specifically, the course's focus on defining and creating SLA definitions can help IT consultants understand the technical aspects of SLAs.
See salaries and explore the career path for IT Consultant
Systems Engineer
Systems Engineers are responsible for designing, implementing, and maintaining computer systems. As SLAs can be a requirement for computer systems, this course may provide some relevant knowledge. Specifically, the course's focus on defining and creating SLA definitions can help systems engineers understand the technical aspects of SLAs.
See salaries and explore the career path for Systems Engineer
Quality Assurance Analyst
Quality Assurance Analysts are responsible for ensuring that products and services meet quality standards. As SLAs are crucial to the quality of IT services, this course may provide valuable skills and knowledge. Specifically, the course's focus on monitoring SLAs and identifying breaches can help ensure quality standards are met.
See salaries and explore the career path for Quality Assurance Analyst
Data Analyst
Data Analysts are responsible for analyzing and interpreting data. As SLAs can be a source of data, this course may provide some relevant knowledge. Specifically, the course's focus on monitoring SLAs can help data analysts understand the data that is generated by SLAs.
See salaries and explore the career path for Data Analyst
Software Developer
Software Developers are responsible for designing, developing, and maintaining software applications. As SLAs can be a requirement for software applications, this course may provide some relevant knowledge. Specifically, the course's focus on defining and creating SLA definitions can help software developers understand the technical aspects of SLAs.
See salaries and explore the career path for Software Developer

Reading list

We've selected four books that we think will supplement your learning. Use these to develop background knowledge, enrich your coursework, and gain a deeper understanding of the topics covered in Capturing and Monitoring ServiceNow SLAs.
Cover image
Management, 7th Asia-Pacific Edition
Save
A comprehensive guide to IT service level agreements, covering the definition, negotiation, implementation, and management of SLAs in different industries.
Management, 7th Asia-Pacific Edition
Paperback
$$$$
Cover image
The DevOps Handbook
Save
A comprehensive and widely adopted guide for implementing DevOps practices effectively, improving software delivery and operations.
The DevOps Handbook: How to Create World-Class...
Paperback
$$
The DevOps Handbook: How to Create World-Class...
Kindle Edition
$$
Cover image
Landmark Legislation 1774-2022
Save
Provides a practical approach to IT service management, covering various aspects including SLA management. It offers a balanced perspective on SLA management, making it useful for learners who want to gain a general understanding of the subject.
Landmark Legislation 1774-2022: Major U.S. Acts and...
Hardcover
$$$$
Landmark Legislation 1774-2022: Major U.S. Acts and...
Kindle Edition
$$$$
Cover image
ITIL Practitioner Guidance
Save
Provides guidance for the ITIL® Practitioner certification, covering various aspects including SLA management. It offers insights into SLA management best practices, making it useful for learners who are preparing for the ITIL® Practitioner certification and want to deepen their understanding of SLA management.
ITIL® Practitioner Guidance (ITIL v3)
Paperback
$$$

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Course image
Time
82 hours
Level
Intermediate
Via
Pluralsight
Instructor
Catalin Popa
Language
English
Traffic lights
Read about what's good
what should give you pause
and possible dealbreakers
Suitable for intermediate learners who wish to strengthen their foundation in managing SLAs within ServiceNow
Explores essential concepts of SLAs, OLAs, and UCs, providing a strong foundation for understanding service level agreements
Taught by Catalin Popa, an experienced instructor recognized for his expertise in ServiceNow
Provides practical guidance on creating and editing SLA definitions, catering to the needs of administrators and managers
Leverages the SLA dashboard to offer a comprehensive overview of ongoing and breached SLAs, enhancing visibility and monitoring capabilities
May require some prior knowledge of ServiceNow to fully benefit from the course
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