CIS-CSM Service Level Agreements Practice Question
An administrator needs to modify how SLA stages are displayed on CSM cases. Where are SLA stages primarily defined and managed in ServiceNow?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
In the SLA Stages [sla_stage] table or choice list on Task SLA stage field
SLA stages are managed via SLA stage configuration records and choice lists on the Task SLA table.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
In the SLA Engine Properties module
Why it's wrong here
Engine properties configure background worker behavior, not visual stages.
- ✓
In the SLA Stages [sla_stage] table or choice list on Task SLA stage field
Why this is correct
SLA stages (such as In Progress, Paused, Completed, Cancelled) are defined as choices on the stage field of the Task SLA table and managed through stage configuration records.
- ✗
In Service Portal widget configurations
Why it's wrong here
Service Portal widgets only render what the server provides; they do not define data engine stages.
- ✗
In the Workflow Editor stage mapping settings
Why it's wrong here
Workflows can interact with stages, but SLA stages are native to the Task SLA lifecycle engine.
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official ServiceNow exam blueprint
This CIS-CSM practice question is part of Courseiva's free ServiceNow certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CIS-CSM exam.