Using Service Level Management

---
title: Using Service Level Management
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-service-management/service-level-management/using-service-level-management.html
release: brazil
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]
---

# Using Service Level Management

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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/service-level-management/r_SLAAutomation.md)**  
SLAs are calculated and assessed by a business rule and scheduled jobs that run in the background.
-   **[Repair Service Level Agreement \(SLA\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/service-level-management/c_RepairSLAs.md)**  
SLA Administrators can repair SLA records to ensure SLA timing and duration information is accurate.
-   **[View SLA timeline](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/service-level-management/t_ViewSLATimeline.md)**  
View an SLA timeline to review its details and its progress over time.
-   **[Add custom business rules to Service Level Agreement \(SLA\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/service-level-management/t_AddCustomBusinessRulesToSLAs.md)**  
You can add custom business rules to your SLAs.
-   **[Add custom business rules to Service Level Agreement \(SLA\) considerations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/service-level-management/r_AddCustomBusRuleToSLACons.md)**  
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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/service-level-management/c_SLAForTheEndUser.md)**  
You can view the details for every task SLA record created for a task.

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