CIS-CSM Case Management Practice Question
Which of the following best describes the relationship between a 'Case' and a 'Service Contract'?
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
✓
The case inherits the SLA from the contract
Service Contracts define the entitlements and services available to a customer, which are verified when a case is created.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
They are unrelated
Why it's wrong here
They are core to CSM entitlements.
- ✗
The case overrides the contract
Why it's wrong here
Contracts are the governing document.
- ✓
The case inherits the SLA from the contract
Why this is correct
Contracts govern the SLA definitions applied to the case.
- ✗
The case updates the contract expiration date
Why it's wrong here
Cases do not modify contract terms.
About these practice questions
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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.