ServiceNow SLA Interview Questions 2025
What is SLA?
Service Level Agreement is a commitment between vendor and a client.
As per SLA vendor has to provide the services to customer as agreed upon on the contract.
e.g. Let’s says customer is facing an issue and he raised an incident in ServiceNow which is of Priority 1, then there is an agreed contract between the vendor (Who resolve the incident) and the customers that P1 incident will be resolved on first priority with in the agreed timeline (for e.g. 3 hours). If the vendor did not resolve the incident within agreed timeline, which means customer has a loss in any terms of business, then there will be agreed fine which vendor has to pay to customer.
Service Level Agreement is a commitment between vendor and a client.
As per SLA vendor has to provide the services to customer as agreed upon on the contract.
e.g. Let’s says customer is facing an issue and he raised an incident in ServiceNow which is of Priority 1, then there is an agreed contract between the vendor (Who resolve the incident) and the customers that P1 incident will be resolved on first priority with in the agreed timeline (for e.g. 3 hours). If the vendor did not resolve the incident within agreed timeline, which means customer has a loss in any terms of business, then there will be agreed fine which vendor has to pay to customer.
What are different type of SLA?
SLA's are of three types:
SLA - Service level agreement
OLA-Operational level agreement
UC- Underpinning Contract
What is Retroactive start?
If Retroactive start check box selected, the Set start to field appears, offering options for starting the SLA from various events on the table selected.
e.g. If an Incident's priority is changed to 1 (Critical) and a Priority 1 SLA is attached at that time, Retroactive start means that the SLA counts from when the incident was first created, rather than from when the Incident's priority changed.
If Retroactive start check box selected, the Set start to field appears, offering options for starting the SLA from various events on the table selected.
e.g. If an Incident's priority is changed to 1 (Critical) and a Priority 1 SLA is attached at that time, Retroactive start means that the SLA counts from when the incident was first created, rather than from when the Incident's priority changed.
Schedule significance in SLA?
Schedule will determine the actual business hours to be considered when calculating SLA business elapsed and left time. For example 8 x 5 schedule. 8 hours 5 days between 9am to 5pm. Outside this SLA will be paused.
Schedule will determine the actual business hours to be considered when calculating SLA business elapsed and left time. For example 8 x 5 schedule. 8 hours 5 days between 9am to 5pm. Outside this SLA will be paused.
What happens to old SLA when new SLA gets attached?
Old SLA gets cancelled and new SLA gets attached.
Old SLA gets cancelled and new SLA gets attached.
What is repair SLA and what it does?
SLA Administrators can repair SLA records to ensure SLA timing and duration information is accurate.
Repair of SLAs is useful to determine accurate timing information if your system has SLA records that contain incorrect values.
e.g. You may need to repair SLA records as a result of:
- Changing the SLA definition or SLA schedule for any task SLA that is still active.
- Changing the conditions of the SLA definition for any task SLA that is still active.
The repair function removes the SLA record, then recreates and recalculates it from the start, including recreating the workflow. The repair uses the history from the Task and if appropriate will also create new Task SLAs that did not previously exist.
SLA Administrators can repair SLA records to ensure SLA timing and duration information is accurate.
Repair of SLAs is useful to determine accurate timing information if your system has SLA records that contain incorrect values.
e.g. You may need to repair SLA records as a result of:
- Changing the SLA definition or SLA schedule for any task SLA that is still active.
- Changing the conditions of the SLA definition for any task SLA that is still active.
The repair function removes the SLA record, then recreates and recalculates it from the start, including recreating the workflow. The repair uses the history from the Task and if appropriate will also create new Task SLAs that did not previously exist.
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User Added Interview Question and Answers
What is stop condition in SLA ?
What is the use of schedule field in SLA?
If three priority change did take place on one incident. How can we calculate the SLA.
Suppose if I have priority 2 sla attached to my p2 incident suppose if itil user moves that to p1 ticket and major incident ala gets attached to that sla so what happens to p2 sla which is attached to the incident
Give one scenario where retroactive start and retroactive pause is used
What is response and resolution Sla
Can we select The callers' location's timezone in SLA ?
What is Difference Between Business Elasaped time and Actual Elapsed Time?
What is RetroActive Pause?
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