---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/it-service-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configuring Service Level Management

# Configuring Service Level Management {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

You can configure various aspects of Service Level Management based on the specific requirements of your organization.
* **[Service Level Management plugins](https://servicenow-prod.fluidtopics.net/oPXz4rlCTseQFrOy4j8P7g)**   
  You can activate one or more of the Service Level Management plugins if they are not already active. Some plugins include demo data.
* **[Configure Service Level Agreement (SLA)](https://servicenow-prod.fluidtopics.net/t8fX4eYHL84gBCTkV_M8KA)**   
  Configure SLAs to define a set amount of time for a task to reach a certain condition, to ensure that incidents are closed or resolved according to the expectations set for customers.
* **[Configure SLA retroactive start and pause](https://servicenow-prod.fluidtopics.net/gFkXwabtfYg4ViaLrpvo~Q)**   
  You can use retroactive start to retain timing information for an SLA when a task record changes. Retroactive pause prevents immediate breaches and notifications when retroactive start is enabled for SLA definitions.
* **[Configure the SLA timer](https://servicenow-prod.fluidtopics.net/hDZhy~2Cr76ZJIk1yeayqQ)**   
  Configure the SLA timer to determine which task SLA must be displayed as part of the timer component.
* **[Extend SLA condition rules](https://servicenow-prod.fluidtopics.net/CXmYsR~5UpLUuxB2oxukTQ)**   
  You can create custom SLA condition class and condition rule records.
* **[Create SLA breakdown definitions](https://servicenow-prod.fluidtopics.net/gRx3VaDa4MHjBFe7Rsi75g)**   
  You can define an SLA breakdown to capture, store, and relay detailed task ownership information and duration for all task SLA records related to a specific task (incident). SLA breakdown is configurable and you can configure it on the basis of a specific SLA definition.