16 Apr Difference between Contract Sla and Service Offering Sla Servicenow

Posted at 00:05h in Uncategorised by

As a professional, I understand that the topic of contract SLA and service offering SLA on ServiceNow can be a bit technical. But, fear not, as I will aim to simplify this topic and help you understand the difference between contract SLA and service offering SLA on ServiceNow.

Firstly, let`s start with the basics. SLA stands for Service Level Agreement. It is an official agreement between two parties that outlines the level of service that will be provided. In the context of ServiceNow, SLAs are used to set expectations for the service provider, and to ensure the customer receives the agreed-upon level of service.

Now that we know what an SLA is, let`s dive into the difference between contract SLA and service offering SLA.

Contract SLA or Customer-Based SLA:

Contract SLA, also known as customer-based SLA, is an agreement between the service provider and the customer. This type of SLA is usually used by companies that have ongoing relationships with their customers. In a contract SLA, the service provider agrees to specific service levels for the customer, such as response time, resolution time, and availability. The customer can also request specific SLAs based on their business requirements.

Service Offering SLA or Service-Based SLA:

A service offering SLA, also known as service-based SLA, is an agreement between the service provider and the customer for a specific service. This type of SLA is usually used by companies that offer a variety of services to their customers. For example, a company may have different SLAs for their various products, such as software support, hardware maintenance, or consulting services.

The primary difference between contract SLA and service offering SLA is the level of customization. In a contract SLA, the customer can negotiate specific service levels to meet their business requirements. In contrast, a service offering SLA is a standard agreement that applies to a specific service.

Conclusion:

In conclusion, both contract SLA and service offering SLA are important aspects of service level management in ServiceNow. The key difference between the two is the level of customization. Contract SLAs allow customers to negotiate specific service levels, while service offering SLAs are standard agreements for specific services.

As a professional, I hope this article has helped you understand the difference between contract SLA and service offering SLA on ServiceNow. Remember, setting up SLAs is crucial for ensuring that customer expectations are met, and that your company is delivering high-quality services.