[Music] please subscribe to my channel and click on the bell icon to get the regular updates of my channel and do not forget to like comment and share hello everyone welcome back to sas with servers now this is part of itsm implementation mock training sla definitions play an important role in itsm as they make sure if all the tickets are responded or resolved within defined sla in this video we will configure some sla definitions and what exactly we will do we will create sla definitions for service desk team for each priority so let's configure slas for incident management for this service desk team in our instance to configure sla in servicenow you have a separate application so if you go to application navigator and type sla you will get this service level management application where you can configure slas for different tables and servers now so if i click on sla definitions here you will find different definitions you have for slas for different tables you have in the instance as of now we only have 14 sla definitions and that is also for incident so we have all these atf i think we also have this database group resolution we have network group resolution priority one resolution p2 resolution nothing response and resolution both majorly slas are basically considered as for consider for resolution and response then and how much time you respond to a ticket and then how much time you resolve the ticket both are really important but as part of the task for this particular mock we will basically create sla's definitions for each priority for a service desk team so how exactly we will do that let's let's define some uh priority timings for each each basically timings duration for each priority how exactly we will do that so let's say we have p1 p2 p3 p4 so we will do priority one ticket should be responded should be responded in five minutes we are talking about service desk team and priority one ticket should be resolved in one hour and that will be basically by service desk team so any ticket which is staying with service desk team it has to be resolved in one hour let's say that we have prior to two for priority two we can just maybe for resolution we can make it the same same kind of timings we have here or let's not create all for all the priority let's just create for p1 uh response should be five minutes and resolution should be one hour for service desk team so how can we do that let's start creating it so we will just click on a new button because this will give you the form for creation of new sla definition and i can just give the logical name so that you can recognize that what kind of sla definition it is so i can just mention maybe service service disk response sla or maybe just service desk response here we have sla for sure target i can select response i will keep incident and then flow yep default sla workflow would work here i will say user specified duration so we want to response the ticket in five minutes and we have sla definition schedule because service desk basically normally be like 24 by seven so we'll keep 24 by seven and time zone we can keep callers time zone that's totally fine here we have this now when exactly you want to start the sla so start condition i will put when basically incident is uh created so i can do that i think basically when incident is created then you can you can put that so in that case um i think start condition should be uh when assignment group is a service desk so that's uh that's a sla for service desk so we will put start condition when ticket will be assigned to service desk then that sla will be started so we have assignment group as service desk when to cancel cancel the condition if you're canceling the condition then assignment group is not is not i think we should not cancel that sla because even if incident was assigned to somebody else at least we want to see then and how much time this team responded to the ticket because that's really important so maybe i will not cancel the sla and i will just go to i don't have to go to pause because if incident signed we definitely want them to respond asap what exactly the stop condition is stop condition will be if state state will become estate is in progress and assigned to is not empty in that case we will basically is not empty is not empty so this this condition will be basically make this sla first stop okay so you start with start but then we have stop i don't want to make any pause condition for response so that should be okay so i will just save this and now i will go for resolution resolution we want to keep as one hour so we can just keep at one hour so here i will just change quickly i will make it resolution and i will change this resolution here i will keep as is uh we will change this one because i want to make it one hour so i will change this to one hour and it's 24 by 7 for sure and uh then think one thing we forgot uh basically priority but i wan i want every typic ticket to be maybe responded in five minutes so i don't have to mention any priority but what about resolution when exactly so if ticket is with service desk team and if it is staying more than one hour i really want them to resolve in one hour for any priority i think maybe that won't be fair let's make it priority one so in that case start condition would be assignment group is service desk and priority so i can just mention priority is one and we want this to be dissolved in one hour and i want to cancel this i will cancel this basically when assignment group is not not empty it should be is not service desk then i will cancel that sla and when exactly i will stop this i will stop it when state is resolved and that's it once state is resolved we definitely want that particular sla to be stopped and i can just mention so assignment group of service desk priorities uh critical and assignment group is not serviced as for cancellation and that's it for now so i can just do one thing i can just do insert and stay so we have two slas created i will go to sla definitions and i will also show you that how exactly these sla definitions will be displayed so if i sort this you can see we have service desk resolution service desk response so how exactly i will validate this let's go to incident so i will type incident and i will definitely create incidents so if i go here and i will select let's say mock itel manager i will select email and i will select any configuration item and i will select here service desk and then i will mention test for sla and if i click on save if you will do that and if i go at the bottom and if i just reload it so you can see we have this service desk response it automatically got created it has already started so it says four minutes because we have five minutes to respond how can i complete this i will just make it sorry not resolved i will make it in progress i will select the service desk user if i click on save you will see this time that your sla will be stopped that means it will be completed so if i come here absolutely you can see our service desk completed automatically what about the resolution so if i change this to let's say high and high and if i save this okay it won't one notes i will just mention test and if i click on save so and if i go at the bottom yes we got our another sla and we have this service desk resolution and this is for one hour how can i stop this i can just make it resolved and i can just go here make it permanently test and i can just click on save and you will see that this sla will also be completed so if i come here absolutely you can see service desk resolution is completed that's how you can configure sla in servicenow instance for incident management and even for other task tables you have in itsm thanks for watching this video please like share and comment and do not forget to subscribe to my channel thank you and have a great day