---
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


---

# Service Level Management reference

# Service Level Management reference {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Reference sections provide additional information about components installed with Service Level Management.
* **[Flows for SLA](https://servicenow-prod.fluidtopics.net/Onv7S78i04rOMghJS3e4Nw)**   
  Use the flow actions to send SLA notifications when the duration specified in the SLA definition is crossed.
* **[SLA notifications](https://servicenow-prod.fluidtopics.net/51ukburjOhboUBChIEhkYQ)**   
  SLA sends notifications at certain events defined in the workflow.
* **[SLA duration types](https://servicenow-prod.fluidtopics.net/1Jph82L_x1LYve9cTs6R3w)**   
  You can select one of two SLA duration types to define the length of time within which a task must be completed before the SLA is breached.
* **[Schedules within SLA](https://servicenow-prod.fluidtopics.net/HIaRXq0wLNeG9ktiWjgFMg)**   
  Schedules within SLA enable you to define the time periods during which the SLAs accumulate business time.
* **[SLA duration and schedules](https://servicenow-prod.fluidtopics.net/F44tHErPgtXyFCCnGLljJg)**   
  Schedules have an impact on the duration specified in an SLA definition.
* **[Time zones in SLAs](https://servicenow-prod.fluidtopics.net/hsHFf1SS9ojKNMRrr9xY2A)**   
  You can specify the geographical time zone that is used for schedule calculation.
* **[SLA conditions](https://servicenow-prod.fluidtopics.net/WYN6nXXIBmOElVN~7E1oiQ)**   
  SLA conditions determine when a task SLA record is attached, paused, resumed, reset, canceled, and completed.
* **[SLA transitions](https://servicenow-prod.fluidtopics.net/TbG5aRpnfKOJ_HJEAXAXVg)**   
  SLA records pass through a series of transitions during processing.
* **[SLA condition rules](https://servicenow-prod.fluidtopics.net/0uuYf8QXE2bm9Q8PUmYfmw)**   
  SLA condition rules control how the different conditions you define in an SLA definition are combined to determine whether an SLA should attach, pause, complete, reattach, or cancel.
* **[Service Level Agreement (SLA) process example](https://servicenow-prod.fluidtopics.net/8~fENLnkHF2TktWy7SxLUA)**   
  As work is done on the relevant task, the SLA may change stage appropriately, depending on the information defined for that SLA in the relevant SLA definition.
* **[Scheduled jobs for SLA](https://servicenow-prod.fluidtopics.net/cRjbWBKYUod_K6sVnBnpGw)**   
  SLA has default scheduled jobs to regularly refresh the time calculations on each active task SLA.
* **[SLA timeline](https://servicenow-prod.fluidtopics.net/cCr8MfHwtDu6eLYHRRTjkw)**   
  The SLA timeline is a feature of the Service Level Management application. The SLA timeline detail helps you understand the progress of an SLA. The timeline provides detailed insight to the task updates which triggered stage changes during the life cycle of a task SLA.
* **[Service Level Agreement (Legacy) engines](https://servicenow-prod.fluidtopics.net/Osj8eXuPG61KtZlbGAA7cA)**   
  If you are on an earlier version of the SLA engine, you can upgrade to the 2011 engine to make use of the complete service level management functionality.
* **[Task SLA table](https://servicenow-prod.fluidtopics.net/DkrtAbz5bi4lTcYZODfaIQ)**   
  The Task SLA \[task_sla\] table stores Task SLA records for the SLAs attached to particular tasks.
* **[Service level management overview dashboard](https://servicenow-prod.fluidtopics.net/Ov3yy_WOlzdZDTH9Jvp5Ag)**   
  The Service Level Management Overview Dashboard provides insight into Service Level Agreement (SLA) information relevant to the logged-in user. By default, the Overview dashboard is available to users who possess the itil role.
* **[Legacy: Platform Analytics Solutions for Service Level Management](https://servicenow-prod.fluidtopics.net/fWQ0WoY0VF0w3H3ZzkLt~Q)**   
  This Platform Analytics Solution contains preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.
* **[Domain separation and Service Level Management](https://servicenow-prod.fluidtopics.net/9gx8jXNlwI4SPgeFw4rB4Q)**   
  Domain separation is supported in Service Level Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
* **[Quick start tests for Service Level Management](https://servicenow-prod.fluidtopics.net/LYo48~d_D2zam_GV0QQZXQ)**   
  Validate that Service Level Management still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.
* **[Configure Service Level Agreement (SLA) properties](https://servicenow-prod.fluidtopics.net/WpiXe7LbGyuq936ucHgWEA#t_ConfigureSLAProperties)**   
  You can configure the SLA engine, logging, and repair properties based on the requirements within your organization.
* **[Migrate to service level management](https://servicenow-prod.fluidtopics.net/r3MTdGeYMJ8jP~ZGKvxRog)**   
  Migrate SLA processing from the escalations engine to use the service level management functionality.