Configuring Service Level Management

---
title: Configuring Service Level Management
description: You can configure various aspects of Service Level Management based on the specific requirements of your organization.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-level-management/configuring-service-level-management.html
release: australia
product: Service Level Management
classification: service-level-management
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Service Level Management, IT Service Management]
---

# Configuring Service Level Management

You can configure various aspects of Service Level Management based on the specific requirements of your organization.

-   **[Service Level Management plugins](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-level-management/sla-plugins.md)**  
You can activate one or more of the Service Level Management plugins if they are not already active. Some plugins include demo data.
-   **[Configure Service Level Agreement \(SLA\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-level-management/c_ConfigureSLAs.md)**  
Configure SLAs 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.
-   **[Configure SLA retroactive start and pause](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-level-management/t_UseSLARetroactiveStartAndPause.md)**  
You can use retroactive start to retain timing information for an SLA when a task record changes. Retroactive pause prevents immediate breaches and notifications when retroactive start is enabled for SLA definitions.
-   **[Configure the SLA timer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-level-management/sla-timer-configurations.md)**  
Configure the SLA timer to determine which task SLA must be displayed as part of the timer component.
-   **[Extend SLA condition rules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-level-management/c_ExtendSLAConditionRules.md)**  
You can create custom SLA condition class and condition rule records.
-   **[Create SLA breakdown definitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-level-management/create-sla-breakdown-definitions.md)**  
You can define an SLA breakdown to capture, store, and relay detailed task ownership information and duration for all task SLA records related to a specific task \(incident\). SLA breakdown is configurable and you can configure it on the basis of a specific SLA definition.

**Parent Topic:**[Service Level Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-level-management/service-level-mgmt-landing-page.md)