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service level agreements are used by organizations to manage the levels of service expected from the IT and to ensure optimal maintenance of critical business systems and services to create service level agreements that provide request management capabilities click new in the details tab specify details such as name time zone and the service level manager who will monitor the performance of the SLA in the targets tab configured the SLS priority response restoration and resolution time in the blackouts tab configure the period of time that an item is associated with an SLA should it be taken offline when an outage is required in the workflows tab assign a workflow that you want to associate with an SLA and then click done to complete the process of creating SLA to go back to the getting started page click the return to getting started link or the return icon