CIS-ITSM Incident Management Practice Question
An administrator is configuring Service Level Agreements (SLAs) for the Incident table. Which THREE elements are required components of a standard SLA definition (contract_sla) record in ServiceNow? (Choose three.)
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
✓
Duration
An SLA definition requires a target (SLA type like Resolution/Response), a duration type or duration, and Start conditions. Table and collection fields are also foundational.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Assigned to user mandatory script
Why it's wrong here
Assignee scripts are not components of an SLA definition record.
- ✓
Duration
Why this is correct
Every SLA definition requires either a fixed duration or a schedule-based duration.
- ✗
Workflow
Why it's wrong here
Workflows are optional for SLAs; modern SLAs often use SLA Automations rather than legacy workflows.
- ✓
Start condition
Why this is correct
A Start condition is mandatory to determine when the SLA timer begins ticking.
- ✓
Target
Why this is correct
The Target (e.g., Resolution or Response) specifies what metric the SLA is tracking.
About these practice questions
This CIS-ITSM question is part of Courseiva's 501-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
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-ITSM 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-ITSM exam.