SLA Management Questions
SLA definitions, schedules, and breach handling.
About SLA Management
SLA Management covers the configuration and monitoring of Service Level Agreements, Operational Level Agreements (OLAs), and Underpinning Contracts (UCs).
Why This Matters for Your Exam
SLA Management is 10% of the CIS-ITSM exam. Questions focus on SLA configuration, timeline indicators, pause conditions, and breach handling.
Key Concepts to Master
Understand SLA vs OLA vs UC, SLA timeline colors (green < 50%, yellow 50-75%, orange 75-100%, red = breached, gray = paused), and how SLAs interact with incident and change states.
Exam Tips
Know when SLA clocks start, pause, and stop. Remember the color indicators for SLA timeline status.
Practice Questions
6 questions availableWhat does SLA stand for in ServiceNow ITSM?
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What color indicates a breached SLA in the ServiceNow SLA timeline?
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