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How Lots-to-Lose Leveraged ServiceNow's SLA Engine

Josh Bernson
April 15, 2018



Critical incidents weren’t being resolved with the necessary speed and urgency, due to a lack of accountability between teams.

At Lots to Lose, Inc., the security, and IT teams didn’t always agree on the urgency of incident response tasks. When security analysts assigned a task to the IT team, it wouldn’t get done, at least not quickly. IT didn’t have a reason to prioritize security incident responses over their normal workload, so they rarely had time for them.


Using ServiceNow’s SLA engine, ITS created agreements between teams and accelerated incident response.

ServiceNow leverages automated incident prioritization to assign each response step an appropriate deadline for completion. If any task goes over its allotted time, pre-defined escalation policies are executed automatically.

AUTOMATED PRIORITIZATION: ServiceNow automatically assigns each incident a specific level of severity, which is used to directly calculate how much time should be allowed to resolve it.

COMMON PLATFORM: With security and IT both working in ServiceNow regularly, visibility of the SLA status for each task and the connected policies is guaranteed.

FLEXIBLE INTELLIGENCE: ITS helped Lots to Lose Inc. configure their ServiceNow SLAs to ensure they were enforced accurately and fairly, intelligently taking into account the hours of the business day.

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