Top 30 Most Common Servicenow Sla Interview Questions You Should Prepare For
Written by
James Miller, Career Coach
Preparing for a ServiceNow interview can be daunting, especially when specific areas like Service Level Agreements (SLAs) are a core part of the role. ServiceNow SLAs are crucial for managing service delivery expectations, ensuring accountability, and demonstrating performance. They define the commitment between a service provider and a customer, outlining metrics like response and resolution times. Mastery of SLA concepts, configuration, and management within the ServiceNow platform is a key skill for administrators, developers, and consultants. This guide covers the most frequently asked ServiceNow SLA interview questions, helping you build confidence and articulate your knowledge effectively.
What Are ServiceNow SLAs?
In ServiceNow, an SLA (Service Level Agreement) is a predefined agreement tracked against tasks, most commonly Incidents, Problems, or Catalog Requests. It’s a record in the platform (contractsla table) that defines conditions for applying the SLA, the duration for completion, pause/stop conditions, and associated workflows for notifications or escalations. Task SLAs (tasksla table) are individual instances generated on task records based on the definitions, tracking elapsed time and progress against the set target. They are essential tools for monitoring performance against agreed-upon service levels.
Why Do Interviewers Ask About ServiceNow SLAs?
Interviewers ask about ServiceNow SLAs to gauge your practical understanding of how the platform is used to manage service delivery commitments. Knowledge of SLAs demonstrates your ability to configure and maintain critical business processes, ensuring services meet agreed performance levels. Questions assess your understanding of SLA lifecycle (start, pause, stop, breach), key components, reporting, and troubleshooting. It shows you can ensure operational efficiency, manage customer expectations, and contribute to meeting organizational service targets, all vital for effective use of the ServiceNow platform.
Preview List
What is an SLA in ServiceNow?
How does ServiceNow manage SLAs?
What are the key components of an SLA in ServiceNow?
What is the SLA workflow?
What is Retroactive Start in SLA?
What are the types of SLAs in ServiceNow?
How do you create an SLA in ServiceNow?
What is the difference between SLA and OLA?
What is a breach in SLA?
How can you handle SLA breaches in ServiceNow?
What are SLA conditions?
How are paused SLAs handled?
What tables are SLA configurations stored in?
What is the difference between Task SLA and Service SLA?
How do you report on SLA performance?
What is an Underpinning Contract?
How do you escalate SLA breaches?
What is the SLA Schedule?
How can you customize SLA workflows?
What happens if multiple SLAs apply to the same task?
What is the role of a Calendar in SLA?
How are SLA targets calculated?
What is the SLA Definition field “Duration type”?
How do you monitor SLA compliance?
What is ServiceNow’s SLA Breach Notification?
Can SLAs be applied to any table?
What is “Stop condition” in SLA?
What is the significance of the SLA 'Start condition'?
Can SLAs be retroactively applied?
What are SLA workflows’ typical activities?
1. What is an SLA in ServiceNow?
Why you might get asked this:
Tests your fundamental understanding of what an SLA represents in the ServiceNow platform.
How to answer:
Define SLA as a service commitment and explain its purpose within ServiceNow tasks.
Example answer:
An SLA in ServiceNow is a formal agreement defining service levels like response/resolution times. It's a record type tracking performance against these targets on tasks to ensure adherence to service commitments.
2. How does ServiceNow manage SLAs?
Why you might get asked this:
Assesses your knowledge of the core mechanism ServiceNow uses to track SLAs.
How to answer:
Explain the role of Task SLAs in monitoring tasks and triggering actions.
Example answer:
ServiceNow manages SLAs via Task SLAs, which are records attached to tasks. They automatically track elapsed time against definitions, alerting stakeholders and escalating based on configured workflows.
3. What are the key components of an SLA in ServiceNow?
Why you might get asked this:
Evaluates your understanding of the building blocks required to define an SLA.
How to answer:
List and briefly describe the main conditions (start, stop, pause), duration, breach, and workflow.
Example answer:
Key components include start, stop, and pause conditions, duration (target time), the breach condition (when it fails), and the associated workflow for automated actions.
4. What is the SLA workflow?
Why you might get asked this:
Tests your knowledge of how SLAs automate actions based on their lifecycle.
How to answer:
Describe how workflows automate timers, notifications, and escalations.
Example answer:
The SLA workflow is an automated process that manages the SLA lifecycle. It handles actions like starting/stopping timers, sending notifications, and escalating when SLAs are nearing or have breached.
5. What is Retroactive Start in SLA?
Why you might get asked this:
Checks if you know how SLAs can be applied to historical task data or updated records.
How to answer:
Explain that it calculates elapsed time from task creation, not SLA attachment.
Example answer:
Retroactive start means the SLA timer calculates elapsed time from the task's creation timestamp, not the time the SLA record itself was attached or generated on the task.
6. What are the types of SLAs in ServiceNow?
Why you might get asked this:
Assesses your awareness of common SLA categories used in IT Service Management.
How to answer:
Mention common types like Response, Resolution, Operational, and Underpinning.
Example answer:
Common types include Response SLAs (time to acknowledge/begin work), Resolution SLAs (time to fix/close), Operational SLAs (internal tasks), and Underpinning Contracts (third-party vendor agreements).
7. How do you create an SLA in ServiceNow?
Why you might get asked this:
Tests your practical configuration knowledge.
How to answer:
Outline the steps: navigate to SLA Definitions, define conditions, duration, and workflow.
Example answer:
You navigate to SLA Definitions, click New, define conditions (task table, start/stop/pause criteria), set the duration, and configure the workflow for notifications and escalations.
8. What is the difference between SLA and OLA?
Why you might get asked this:
Evaluates your understanding of service management agreements beyond customer-facing ones.
How to answer:
Distinguish between customer-facing SLAs and internal operational OLAs.
Example answer:
An SLA (Service Level Agreement) is between the service provider and the customer. An OLA (Operational Level Agreement) is an internal agreement between IT support teams supporting the SLA.
9. What is a breach in SLA?
Why you might get asked this:
Tests your understanding of failure to meet the agreed service level.
How to answer:
Define breach as failing to meet the duration target within the defined conditions.
Example answer:
An SLA breach occurs when the task fails to meet the defined stop condition (e.g., resolved state) within the specified SLA duration, meaning the service level wasn't met.
10. How can you handle SLA breaches in ServiceNow?
Why you might get asked this:
Assesses your knowledge of proactive and reactive measures configured in the platform.
How to answer:
Explain configuration of notifications, alerts, and escalation workflows.
Example answer:
SLA breaches are handled by configuring automated workflows that trigger notifications to relevant parties, create tasks, or change assignment groups upon breach or near-breach conditions.
11. What are SLA conditions?
Why you might get asked this:
Evaluates your understanding of the rules that govern the SLA timer.
How to answer:
Explain that conditions define when the timer starts, pauses, resumes, and stops.
Example answer:
SLA conditions are rules based on task fields (like state, priority, assignment group) that determine when the SLA timer starts, pauses, resumes, and stops counting elapsed time.
12. How are paused SLAs handled?
Why you might get asked this:
Tests your knowledge of how non-working time or stalled tasks affect SLA timers.
How to answer:
Explain that the timer stops counting when pause conditions are met.
Example answer:
When pause conditions are met (e.g., state changes to "Awaiting Customer"), the SLA timer temporarily stops counting elapsed time until the pause condition is no longer true.
13. What tables are SLA configurations stored in?
Why you might get asked this:
Assesses your technical understanding of the underlying data structure.
How to answer:
Identify the contractsla and tasksla tables.
Example answer:
SLA definitions are stored in the contractsla table, which holds the configuration. Individual SLA records tracking progress on tasks are in the tasksla table.
14. What is the difference between Task SLA and Service SLA?
Why you might get asked this:
Evaluates your understanding of the hierarchy or scope of agreements.
How to answer:
Differentiate between monitoring individual tasks vs. higher-level service performance.
Example answer:
Task SLA refers to an individual SLA instance attached to a specific task record (Incident, Request). Service SLA is a broader term, often referring to the overall agreement for a service, which might be supported by multiple Task SLAs.
15. How do you report on SLA performance?
Why you might get asked this:
Tests your ability to measure and present service delivery effectiveness.
How to answer:
Mention using built-in reports, dashboards, and Performance Analytics.
Example answer:
SLA performance is reported using built-in ServiceNow reports, dashboards, and Performance Analytics, allowing tracking of compliance rates, breaches, and average resolution times.
16. What is an Underpinning Contract?
Why you might get asked this:
Checks your knowledge of external dependencies supporting internal services.
How to answer:
Define it as an agreement with a third party that supports an SLA.
Example answer:
An Underpinning Contract is a formal agreement between the service provider and a third-party vendor, ensuring the vendor meets performance levels necessary to support the main customer SLA.
17. How do you escalate SLA breaches?
Why you might get asked this:
Assesses your knowledge of mechanisms to ensure timely action on non-compliant tasks.
How to answer:
Explain using SLA workflows to trigger notifications or assignment changes.
Example answer:
SLA breaches are escalated through the SLA workflow by sending notifications to managers or changing the assignment group of the task when it reaches defined warning or breach thresholds.
18. What is the SLA Schedule?
Why you might get asked this:
Evaluates your understanding of how business hours affect SLA timers.
How to answer:
Define it as defining working hours for SLA timer calculation.
Example answer:
The SLA Schedule defines the working hours (business days/hours) during which the SLA timer counts towards the duration. It automatically pauses the timer during non-working hours.
19. How can you customize SLA workflows?
Why you might get asked this:
Tests your ability to tailor SLA behavior beyond the default settings.
How to answer:
Explain cloning/modifying existing workflows or creating new ones using Flow Designer/Workflow Editor.
Example answer:
SLA workflows can be customized by cloning and modifying the default workflows or creating new ones using Flow Designer or Workflow Editor to implement specific notification or escalation logic.
20. What happens if multiple SLAs apply to the same task?
Why you might get asked this:
Assesses your understanding of SLA processing and prioritization.
How to answer:
Explain that ServiceNow evaluates by order/priority, and multiple can run if conditions allow.
Example answer:
ServiceNow evaluates applicable SLAs based on their Order field. Multiple SLAs can potentially run simultaneously on a single task if their respective start conditions are met.
21. What is the role of a Calendar in SLA?
Why you might get asked this:
Tests your understanding of the schedule component's function.
How to answer:
Explain it defines the hours the SLA timer runs.
Example answer:
A Calendar, associated with the SLA Schedule, defines the specific working days and times when the SLA timer is active and counts towards the duration, excluding holidays or off-hours.
22. How are SLA targets calculated?
Why you might get asked this:
Evaluates your understanding of how the platform determines the deadline.
How to answer:
Explain it's based on duration and schedule from the start time.
Example answer:
SLA targets are calculated based on the defined duration in the SLA definition, starting from the point the start condition is met, and adhering to the specified SLA schedule/calendar.
23. What is the SLA Definition field “Duration type”?
Why you might get asked this:
Checks your knowledge of controlling how time is measured for the SLA.
How to answer:
Explain it determines whether the duration is calendar time or business time (using a schedule).
Example answer:
"Duration type" in the SLA Definition specifies if the elapsed time calculation is based on 24/7 calendar time or limited to defined business hours/days using a schedule.
24. How do you monitor SLA compliance?
Why you might get asked this:
Tests your ability to oversee and ensure adherence to service levels.
How to answer:
Mention using dashboards, reports, and proactive notifications.
Example answer:
SLA compliance is monitored using built-in dashboards and reports that show met, breached, and in-progress SLAs, alongside automated notifications for near-breach or breached tasks.
25. What is ServiceNow’s SLA Breach Notification?
Why you might get asked this:
Assesses your knowledge of automated communication regarding SLA status.
How to answer:
Describe them as automated alerts for impending or actual breaches.
Example answer:
SLA Breach Notifications are automated alerts sent by the system, typically via email or in-platform message, to relevant users or groups when an SLA timer is close to breaching or has already breached.
26. Can SLAs be applied to any table?
Why you might get asked this:
Tests your understanding of where SLA functionality is available.
How to answer:
State that they apply to task-based tables.
Example answer:
Yes, SLAs can be applied to any table that extends the task table, such as Incident, Problem, Change, Service Catalog Request, or custom task tables.
27. What is “Stop condition” in SLA?
Why you might get asked this:
Evaluates your understanding of what completes the SLA timer.
How to answer:
Define it as the condition that stops the SLA timer, usually completion of the task.
Example answer:
The Stop condition defines the criteria that, when met, halts the SLA timer and marks the SLA as 'Completed'. This is typically when the task reaches a resolved or closed state.
28. What is the significance of the SLA 'Start condition'?
Why you might get asked this:
Checks your understanding of what triggers the SLA countdown.
How to answer:
Explain it's the condition that initiates the SLA timer.
Example answer:
The SLA 'Start condition' is significant because it determines the exact point in time when the SLA timer begins counting elapsed time towards the defined duration target.
29. Can SLAs be retroactively applied?
Why you might get asked this:
Tests your knowledge of applying SLAs to existing records.
How to answer:
Confirm yes, using the Retroactive Start feature.
Example answer:
Yes, SLAs can be retroactively applied using the 'Retroactive start' option on the SLA Definition, which calculates the start time from the task creation date instead of the SLA attachment date.
30. What are SLA workflows’ typical activities?
Why you might get asked this:
Assesses your understanding of the common automated steps within an SLA workflow.
How to answer:
List actions like timer management, notifications, and escalations.
Example answer:
Typical activities in SLA workflows include starting, pausing, and stopping timers, sending notifications at different stages (e.g., 75% elapsed, breached), and escalating tasks.
Other Tips to Prepare for a ServiceNow SLA Interview
Beyond mastering the technical questions, consider these tips for your ServiceNow SLA interview preparation. Firstly, review the ServiceNow product documentation on SLAs; understanding the official source is crucial. Secondly, practice configuring SLAs in a personal developer instance (PDI) to solidify your practical knowledge. Hands-on experience is invaluable. As career expert Jane Smith puts it, "Demonstrating practical application of concepts is often more impactful than just theoretical knowledge." Consider using resources like the Verve AI Interview Copilot https://vervecopilot.com to practice explaining configurations and scenarios under pressure. The Verve AI Interview Copilot can provide mock interviews focusing on specific ServiceNow topics, helping you refine your delivery and confidence. Preparing with tools like Verve AI Interview Copilot allows you to simulate the interview experience and receive feedback. Remember, articulating not just what an SLA component is, but why it's used and how it impacts the process, showcases deeper understanding. Practice explaining real-world scenarios where you've used or configured ServiceNow SLAs. Leveraging tools like Verve AI Interview Copilot can give you an edge.
Frequently Asked Questions
Q1: What is a Breach Warning? A1: A notification sent when an SLA is approaching its breach time but hasn't breached yet.
Q2: How do schedules affect SLA duration? A2: Schedules define working hours, pausing the timer outside those hours for business-time SLAs.
Q3: Can you attach multiple SLAs to one task? A3: Yes, if their start conditions are met, multiple SLAs can run concurrently on a single task.
Q4: What is the purpose of a Pause condition? A4: To temporarily stop the SLA timer when task progress is blocked by external factors (e.g., awaiting customer info).
Q5: Where can I see active SLAs on a task? A5: On the task record form, typically in a related list showing the generated Task SLA records.
