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All sections of the Agreement are subject to audit by the Service Owner or designee. This Agreement is considered a living document and shall be updated and revised as required or as needed where changes in features, updates, processes, and security concerns dictate.  \nThe term “Best Practice” defines methods that are strongly recommended to avoid increased support issues due to design, limitations, or overall functionality.  \nThe ServiceNow SLA describes the IT Service, documents the Service Level Targets, and specifies the responsibilities of both the Department of Information Technology (DIT) and the Customer. These include:  \n• The core Service Description  \n• (Optional) Definition(s) of Customer-specific Service Levels, such as enhanced levels of support  \n• (Optional) Specific Customer Requirements; including any mutually agreed  \nand/or binding Customer-specific requirements and terms. These may be referenced within the core verbiage of this SLA, or referenced to an  \naccompanying, signed Memorandum of Understanding (MOU) .  \nThis SLA is entered into by and between DIT ServiceNow and the {Customer/Agency Name}, effective upon the date of signature by DIT to document the understandings, obligations, and agreements ofthe Parties regarding {Customer/Agency} module usage, enhancements, and any additional features.  \nDisclaimer  \nRegarding content and/or scope deviations between this document and the established DIT Global Service Levels policy, this Service Level Agreement takes precedence, once properly executed. If there are any additional or accompanying MOU or other contractual vehicle p","cbCaifkYHXDAkMUB","https://ap.wps.com/l/cbCaifkYHXDAkMUB","pdf",256562,"English","# Objective\n# Disclaimer\n# ServiceNow Framework\n## Summary of ServiceNow\n# Service Description\n## IT Service Management (ITSM)\n## Customer Service Management (CSM)","[{\"question\":\"What is the purpose of this ServiceNow Service Level Agreement (SLA)?\",\"answer\":\"It provides the framework for administering, managing, supporting, and using ServiceNow, including current and future enterprise features. It also defines service level targets and responsibility boundaries for DIT and the Customer.\"},{\"question\":\"How are updates to the SLA handled?\",\"answer\":\"The SLA is a living document and is updated and revised as required. Changes occur when features, updates, processes, or security concerns dictate revisions.\"},{\"question\":\"Which document takes precedence if there are conflicting terms?\",\"answer\":\"If content or scope deviates from established DIT Global Service Levels policy, this SLA takes precedence once properly executed. If an accompanying MOU or other executed contractual vehicle contradicts scope or requirements for the service, that contractual document takes precedence.\"}]","ServiceNow Service Level Agreement - Version Control | PDF"]