CIS-CSM Service Level Agreements Practice Question
Which TWO of the following components are mandatory when creating a new SLA Definition in ServiceNow CSM? (Choose two.)
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
✓
Table
An SLA definition requires identifying the target table and setting a duration or schedule to calculate elapsed time properly.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Table
Why this is correct
The Table field specifies which task table (e.g., Case) the SLA applies to.
- ✗
SLA Workflow
Why it's wrong here
An SLA workflow is optional; SLAs can run without workflows if notifications or task escalations are not required.
- ✗
Associated Entitlement
Why it's wrong here
Entitlements are optional mechanisms for contract-based CSM cases and are not mandatory for base SLA definitions.
- ✗
Retroactive start field value
Why it's wrong here
Retroactive start is an optional configuration feature.
- ✓
Duration
Why this is correct
The Duration defines the target time allowed for the SLA to complete.
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.