---
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


---

# Exploring Service Level Management

# Exploring 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  
Use Service Level Management across your organization to monitor and manage the quality of the services.

## Service Level Management overview {#exploring-slm__section_jdz_cng_1yb}

Service Level Managers are responsible for negotiating a set of
agreements between a service provider and customer that define the scope, quality and speed of the services being provided and ensuring that the agreed service levels are met.
* **[Service Level Management concepts](https://servicenow-prod.fluidtopics.net/4GMbHHrBsZIm70KchH2V2Q)**   
  The ServiceNow® Service Level Management (SLM) application facilitates you to oversee and control the services within the organization.
* **[Define a service contract](https://servicenow-prod.fluidtopics.net/NemGqZgl4xtUeJyUsVjFKA)**   
  A new table of SLA contracts is provided through the Service Level ManagementService Contracts module. These contracts group together SLAs that relate to a single vendor or customer, as well as the CIs, locations, groups, users, and child contracts that are related to the contract.
* **[Service Level Agreement (SLA) breakdown definitions](https://servicenow-prod.fluidtopics.net/BfEtkfh4CJGbOxIP2iXffA)**   
  Using SLA breakdown, the service owner or service desk manager can see detailed task ownership and SLA duration related data for any task SLA record associated with a task. This helps determine which teams and users are contributing to SLA compliance.
* **[Service Level Agreement (SLA) processing](https://servicenow-prod.fluidtopics.net/1n_aJejzeKnVJeB75EgYkA)**   
  The SLA engine performs two passes to evaluate SLA definitions and their conditions based on a task.
* **[SLA timer](https://servicenow-prod.fluidtopics.net/CYVkk7b6e2BHzPa_R_EEwg)**   
  Use the SLA timer component to track the amount of time that is required to complete the task as defined by the matching SLA definition.

*[\>]: and then