Overview
SLA Management covers the configuration and monitoring of Service Level Agreements, Operational Level Agreements (OLAs), and Underpinning Contracts (UCs).
Why It Matters for the 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
1SLA vs OLA vs UC
2SLA timeline indicators
3Pause conditions
4Breach handling
5SLA configuration
6Response vs Resolution SLA
7SLA schedules
💡 Exam Tips & Strategy
Know when SLA clocks start, pause, and stop. Remember the color indicators for SLA timeline status.
6
Practice Questions
10%
Exam Weight
CIS-ITSM
Certification