CIS-CSM Service Level Agreements Practice Question
Which role is typically required to create and modify SLA Definitions in a CSM implementation?
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
✓
sla_admin or admin
SLA configuration requires specialized administrative privileges, typically provided by the SLA Admin role.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
sla_admin or admin
Why this is correct
The sla_admin or admin role is required to configure SLA Definitions, Workflows, and Properties.
- ✗
sn_customerservice_manager
Why it's wrong here
Managers oversee cases and reports but do not inherently have SLA configuration rights without specific admin roles.
- ✗
sn_customerservice_agent
Why it's wrong here
Agents handle cases, not SLA definition setups.
- ✗
itil
Why it's wrong here
The ITIL role is for ITSM processes and does not grant CSM SLA definition management.
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.