ServiceNow Service Level Agreement Definitions and Reporting Plan
Define targets that the desk can measure.
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Define service levels for an IT service desk. Services and customers: [SERVICES_AND_CUSTOMERS]. Working hours and holidays: [HOURS]. Team capacity: [CAPACITY]. Current performance: [CURRENT_PERFORMANCE]. Write response and resolution targets by priority; when the clock starts, pauses (waiting for the customer) and stops; how business hours are counted; and exceptions. Check feasibility: 150 incidents arrive a day, with 8 agents each giving 6 productive hours and an average handling time of 20 minutes, so capacity is 8 x 6 x 60 / 20 = 144 a day, below the 150 arriving, which means targets need adjusting or capacity must rise. Define reporting: attainment (met divided by total), breaches by reason and the trend. Targets should be realistic and honestly measured, with a pilot period before publishing and a plain-language communication to customers. Check field names and process features against my instance with the platform administrator, and tag anything uncertain [VERIFY]. Keep the targets table to one page and include the reasoning behind each number so a manager can challenge it. Say what we would measure during the pilot before targets are published.
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