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Types of ServiceNow SLA Interview Questions
ServiceNow SLA Interview Questions is an important topic and one of the most frequently asked questions during the interview. Please find the list of often-asked ServiceNow questions in this article. The questions revolve around Basic Concepts, SLA Creation and Configuration, SLA Management, SLA Automation and Workflows, Advanced SLA Features, Impact, and Reporting.
1. What is an SLA in ServiceNow?
An SLA (Service Level Agreement) in ServiceNow is a commitment between a service provider and a customer to complete a task within a specified time.
Imagine your mom promising you that dinner will be ready in 30 minutes. If it’s not ready by then, she has broken the promise. Similarly, in ServiceNow SLA, the SLA is breached if the task isn’t completed within the agreed time.
2. How do you create an SLA in ServiceNow?
To create an SLA in ServiceNow, navigate to the SLA definition module, define the conditions for the SLA, set the duration, and attach it to the required task.
It’s like setting up a game where you decide the rules, the time limit, and what happens if someone doesn’t follow the rules.
3. What are the key fields in the SLA Definition form in the latest Xanadu release?
In the latest Xanadu release, the key fields in the SLA Definition form include Name, Type, Target, Duration, Start Condition, Pause Condition, and Stop Condition.
Think of these as the parts of a toy: each piece has a purpose, like setting the start time or when the SLA should pause.
(Among Frequently Asked ServiceNow SLA Interview Questions)
4. How does ServiceNow SLA track the progress of a task?
ServiceNow SLA tracks task progress by monitoring the start, pause, and stop conditions.
Imagine a stopwatch that starts when you begin a race, pauses when you take a break and stops when you finish. The SLA timer works the same way.
5. What happens when an SLA is breached in ServiceNow?
When an SLA is breached in ServiceNow, notifications can be sent, and the task may be escalated.
It’s like if you don’t clean your room on time, your parents might remind you or even raise their voices to get it done. In ServiceNow, breaching an SLA triggers alerts to ensure the task is completed quickly.
6. Can SLAs be paused in ServiceNow? How?
Yes, SLAs can be paused using “Pause Conditions.”
Imagine pausing a video to grab a snack. In ServiceNow SLA, if certain conditions are met, the SLA timer can be paused until the issue is resolved.
7. What are retroactive SLAs in ServiceNow?
Retroactive SLAs in ServiceNow apply time calculations from a point in the past rather than from when the SLA was attached to a task.
Imagine you start counting down from 10, but you begin at 8 instead of 10. That’s how retroactive SLAs work—they backdate the time calculation.
(Among Frequently Asked ServiceNow SLA Interview Questions)
8. How can SLAs be applied to custom tables in ServiceNow?
SLAs can be applied to custom tables by configuring the SLA definition and linking it to the custom table.
It’s like creating new rules for a new game you’ve invented. ServiceNow allows flexibility to apply SLAs to custom processes.
9. What is the difference between SLA, OLA, and UC in ServiceNow?
SLAs are agreements with customers, OLAs (Operational Level Agreements) are internal agreements, and UCs (Underpinning Contracts) are with external suppliers.
It’s like promising your friend you’ll share a toy (SLA), agreeing with your sibling on who cleans up (OLA), and making a deal with a neighbor to borrow their toy (UC).
(Among Frequently Asked ServiceNow SLA Interview Questions)
10. How does ServiceNow calculate SLA percentages?
ServiceNow calculates SLA percentages by comparing the elapsed time against the total SLA duration.
Imagine a pie chart where the full pie is the total time, and the slice shows how much time has passed. The percentage represents how much of the pie (or time) is left.
11. How do SLA workflows function in ServiceNow?
SLA workflows in ServiceNow automate the actions taken when SLAs start, pause, or breach.
It’s like setting up dominoes: once the first one falls, the rest follow automatically. These workflows ensure that SLA actions happen without manual intervention.
(Among Frequently Asked ServiceNow SLA Interview Questions)
12. Can you customize SLA notifications in ServiceNow?
es, SLA notifications can be customized by creating notification rules.
Think of it as setting custom alarms: you decide when the alarm rings and what it says. ServiceNow allows tailoring these notifications to suit specific business needs.
13. How do you set up SLA conditions in ServiceNow?
SLA conditions are set up by defining start, pause, and stop criteria.
It’s like creating rules for a game: you decide when to start playing when to take a break, and when the game ends. These conditions help manage the SLA lifecycle.
14. How does ServiceNow ensure SLA compliance?
ServiceNow ensures SLA compliance by monitoring task progress and sending reminders or escalating tasks if they’re not completed on time.
It’s like a teacher reminding students to finish their homework before the deadline. This keeps tasks on track.
15. What are SLA breach warnings in ServiceNow?
SLA breach warnings are alerts triggered when a task is close to breaching its SLA.
Imagine your mom telling you that dinner is almost ready and you should wash your hands. In ServiceNow, these warnings ensure that tasks are completed before the SLA breaches.
16. How do SLA metrics help in ServiceNow?
SLA metrics in ServiceNow help track performance and identify areas for improvement.
Think of them as a report card showing how well you’re doing in school. These metrics show how well tasks are meeting SLAs and where adjustments may be needed.
(Among Frequently Asked ServiceNow SLA Interview Questions)
17. What is an SLA timer in ServiceNow?
An SLA timer in ServiceNow measures the time taken to complete a task.
Imagine using a stopwatch to time how long it takes you to finish a puzzle. The SLA timer tracks how long it takes to resolve an issue and whether it’s within the agreed timeframe.
18. How do you handle multiple SLAs on a single task in ServiceNow?
ServiceNow allows multiple SLAs on a single task, prioritizing them based on specific conditions.
It’s like having multiple chores with different deadlines: you decide which one to finish first based on importance. ServiceNow manages these SLAs to ensure each one is tracked and completed.
(Among Frequently Asked ServiceNow SLA Interview Questions)
19. How do you report on SLA performance in ServiceNow?
SLA performance in ServiceNow can be reported using dashboards and analytics.
Imagine a scoreboard showing the results of a game. These reports give a clear picture of how well tasks are meeting SLAs, helping teams stay on track.
20. What are SLA Task records in ServiceNow?
SLA Task records in ServiceNow store detailed information about the SLA applied to a task.
Think of them as a notebook where you keep track of your daily activities. These records help monitor SLA progress and ensure everything is documented.
21. How can SLAs improve customer satisfaction in ServiceNow?
SLAs improve customer satisfaction by ensuring timely and consistent service delivery.
Imagine getting your birthday cake right on time—it makes you happy! Similarly, SLAs ensure that tasks are completed on time, keeping customers satisfied.
(Among Frequently Asked ServiceNow SLA Interview Questions)
22. What role do SLA definitions play in ServiceNow?
SLA definitions in ServiceNow outline the rules and conditions for SLAs.
It’s like a recipe that guides how to make a cake. These definitions ensure that everyone knows the expectations and timelines for completing tasks.
23. How do you automate SLA processes in ServiceNow?
SLA processes in ServiceNow can be automated using workflows and scripts.
It’s like setting up an automatic watering system for your garden: everything happens on its own without you having to do it manually. Automation ensures SLAs are applied consistently.
(Among Frequently Asked ServiceNow SLA Interview Questions)
24. What is the impact of breached SLAs in ServiceNow?
Breached SLAs in ServiceNow can lead to escalations, customer dissatisfaction, and even penalties.
It’s like breaking a promise—you might lose your friend’s trust. In business, breached SLAs can damage relationships and lead to financial losses.
25. How do you set up SLA escalations in ServiceNow?
SLA escalations in ServiceNow are set up by defining rules that trigger when an SLA is breached.
It’s like asking for help when you can’t finish a big task alone. Escalations ensure that issues are addressed quickly, even if the initial deadline is missed.
(Among Frequently Asked ServiceNow SLA Interview Questions)
FAQs
How to explain SLA in an interview?
An SLA (Service Level Agreement) in ServiceNow is a commitment between a service provider and a customer to complete a task within a specified time.
What are the types of SLA in ServiceNow?
Customer, Internal and Multi-Level SLAs
How to check SLA in ServiceNow?
SLA can be checked via Related List of any Form. Also, it is present in task_sla table.
What is a good example of SLA?
Imagine your mom promising you that dinner will be ready in 30 minutes. If it’s not ready by then, she has broken the promise. Similarly, in ServiceNow SLA, the SLA is breached if the task isn’t completed within the agreed time.
What is SLA full form?
Service Level Agreement
