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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configuring Service Level Management

# Configuring Service Level Management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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/FKuFeuBEcOpJB5gkWCmdmg)**   
  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/9qcEXzXJiv32S7XxKKA24w)**   
  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/zfGpNtxq2x5IcxGwpJa_BQ)**   
  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/CWQ2pomYuGLss_pay8pbbA)**   
  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/aUz_CiN6P_2lOAoUehn~fw)**   
  You can create custom SLA condition class and condition rule records.
* **[Create SLA breakdown definitions](https://servicenow-prod.fluidtopics.net/~HYMeaHxN3f0bpzI3fKnGQ)**   
  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.