Setting up an SLA/OLA/underpinning contract

In an IT support environment, every support group, vendor and so on work under certain time contract based on priority of task; this contract can be referred to as SLA or OLA or underpinning contracts. SLAs are used to ensure that the support team completes the task  in the set amount of time.  

Getting ready

To step through this recipe, you should have an active service-now instance, valid credentials and an admin role.

How to do it...

1. Open any standard web browser.
2. Type the Service-Now instance web address (https://{instance_name}.service-now.com) provided by your company in the address bar. Now, enter your credentials in respective fields.

3. Type service management in the search box and Service-Now will search the Service Level Management application for you. Click on the SLA Definitions module, as shown here:

Service-Now management

4. You will now be able to see the following screen, where you can see all SLA records. Click on the New button to create new...