---
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


---

# Using Service Level Management

# Using 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 the Service Level Agreement (SLA) 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.
* **[SLA calculation](https://servicenow-prod.fluidtopics.net/yv59KD7_qS7_IZzKabBc9Q)**   
  SLAs are calculated and assessed by a business rule and scheduled jobs that run in the background.
* **[Repair Service Level Agreement (SLA)](https://servicenow-prod.fluidtopics.net/V91VP6Z6Zu9FQAG5ir1LMQ)**   
  SLA Administrators can repair SLA records to ensure SLA timing and duration information is accurate.
* **[View SLA timeline](https://servicenow-prod.fluidtopics.net/nnMXlE1SUB34CBflCIwqgA)**   
  View an SLA timeline to review its details and its progress over time.
* **[Add custom business rules to Service Level Agreement (SLA)](https://servicenow-prod.fluidtopics.net/KawRfrmfkrs~6saeEv1DhQ)**   
  You can add custom business rules to your SLAs.
* **[Add custom business rules to Service Level Agreement (SLA) considerations](https://servicenow-prod.fluidtopics.net/ZNfX9az4IVQkf1XA2wgzQg)**   
  Prior to adding custom business rules to the task SLA table, you must consider a few points regarding the processing and calculation of the task SLA based on your organization's needs.
* **[Monitoring Service Level Agreement (SLA)](https://servicenow-prod.fluidtopics.net/M39dXaDlS5qE9~RjX5szrA)**   
  You can view the details for every task SLA record created for a task.