ServiceNow Request Item(RITM) SLA's are tracked based on the delivery time per request form. SLA notifications for RITMs will notify the following users:
RITM SLA is based on the Expected Request Fulfillment time and it is different for each request type. Most of the requests are expected to be delivered between 2 to 5 business days and 10 business days is the maximum delivery time frame for DIT fulfilled requests.
The SLA notifications are sent at 50%, 75% and 100% of elapsed time if not fulfilled.
Example: If DBA Request form has a delivery time of 5 business days and once submitted, then SLA breach notifications will go to agents at 3 business days(50%), 4 business days(75%) and 5 business days (100%).
Note: 1 business day = 9 hours.
The table below shows who will be notified at different SLA elapsed time.
| 50% SLA breach | 75% SLA breach | 100% SLA breach | |
| Service Owner(s) | YES | YES | YES |
| TASK assignment group | YES | YES | YES |
| TASK Assignment group Manager | YES | YES | YES |
50% SLA - Service Owners, Task Assignment Group Members, Task Assignment Group Manager.
TASKs are expected to be assigned to an agent within 4 hours after being created. If a TASK record is not assigned to an agent, ServiceNow sends notifications to the member of the assignment group every 4 hours until the TASK is assigned to an agent.