In many sectors, keeping track of how quickly help is supplied, monitoring it, and finally notifying the proper stakeholders if a service is approaching the established thresholds is critical.

Throughout this course, you'll learn how to define a Service-level Agreement (SLA) and monitor it. It's not just that, you'll start by understanding what these terms are by going through theory clips loaded with real life examples and only after the information is fully cemented, we will move on to the difference between them.

When we’ll be done with the theory, we will move on to the next part of the course, the practice as the course is divided into theory and practice.

Throughout both parts, please expect to learn about SLA, OLA, UC at a theoretical level and focus on demonstrations related Service Level Agreement within ServiceNow.

To be precise, we'll be looking at the following topics:

· What is a Service Level Agreement?

· What is an Operational Level Agreement?

· What is an Underpinning Contract?

· Key differences between SLA / OLA / UC

· Exploring the ServiceNow User Interface

· Walkthrough of ServiceNow SLA Form and Fields

· Define a a new SLA definition

· Monitor SLA definitions

· Review the OOTB SLA dashboard

· Create a new SLA related Dashboard