{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":33614,"path":"it-service-management/service-level-management/using-service-level-management.md","title":"Using Service Level Management","bundle":null,"doc_type":null,"release":"australia","body":"\n# Using Service Level Management\n\nUse 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.\n\n-   **[SLA calculation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-level-management/r_SLAAutomation.md)**  \nSLAs are calculated and assessed by a business rule and scheduled jobs that run in the background.\n-   **[Repair Service Level Agreement \\(SLA\\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-level-management/c_RepairSLAs.md)**  \nSLA Administrators can repair SLA records to ensure SLA timing and duration information is accurate.\n-   **[View SLA timeline](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-level-management/t_ViewSLATimeline.md)**  \nView an SLA timeline to review its details and its progress over time.\n-   **[Add custom business rules to Service Level Agreement \\(SLA\\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-level-management/t_AddCustomBusinessRulesToSLAs.md)**  \nYou can add custom business rules to your SLAs.\n-   **[Add custom business rules to Service Level Agreement \\(SLA\\) considerations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-level-management/r_AddCustomBusRuleToSLACons.md)**  \nPrior 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.\n-   **[Monitoring Service Level Agreement \\(SLA\\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-level-management/c_SLAForTheEndUser.md)**  \nYou can view the details for every task SLA record created for a task.\n\n**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)\n\n"}}