Increasing workforce productivity The Now Platform empowers workers and managers and boosts service delivery. With automated categorization, routing, and prioritization, teams work on the right things faster. Real-time insights help them to answer questions and resolve issues more, while optimized scheduling and demand forecasting ensures the capacity is there to get the job done. And with easy access to SLAs and built-in coaching and training tools, teams increase engagement and achieve peak performance. Service Level Management (SLM) Service Level Management (SLM) lets service owners define the scope, quality and speed of the services they deliver to customers and employees, and ensure that these agreed service levels are being met. With SLM, your service delivery teams can: › Boost customer satisfaction by establishing service level agreements (SLAs) and delivering against these expectations. › Get ahead of service issues by spotting trends and patterns before they result in SLA breaches and service degradations. › Improve relationships with internal and external customers and end-users by providing accurate reports that show service levels are being met. › Enhance service delivery performance by monitoring SLAs and visualizing key metrics. SLM is a comprehensive service level management solution. It provides centralized SLA management, allowing service owners to document SLAs, operational levels, and underpinning contracts in one place. It allows service delivery teams to proactively manage at-risk SLAs, including reporting and analytics to help them understand the root cause of SLA issues and improve their business processes. And it’s tightly integrated into ServiceNow products, providing real-time, out-of-the-box visibility across multiple ServiceNow process domains. © 2022 ServiceNow, Inc. All Rights Reserved. Confidential. 12