CIS-ITSM Incident Management Practice Question
An administrator is configuring SLA Definitions for Incident Management. They need the SLA timer to pause whenever an incident is placed in the 'Awaiting Vendor' state. How should this be configured?
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
✓
Set the Pause condition to State is Awaiting Vendor.
SLA Pause Conditions define when the SLA clock stops ticking, typically mapped to specific states such as 'Awaiting User' or 'Awaiting Vendor'.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Set the Pause condition to State is Awaiting Vendor.
Why this is correct
The Pause condition halts the SLA timer until the pause condition becomes false (e.g., state changes back to In Progress).
- ✗
Modify the Incident workflow to suspend timers.
Why it's wrong here
Workflows do not control SLA clock pauses natively; SLA definitions control this directly.
- ✗
Set the Stop condition to State is Awaiting Vendor.
Why it's wrong here
The stop condition permanently ends the SLA lifecycle, whereas pausing allows resumption.
- ✗
Create a Business Rule to pause task_sla records.
Why it's wrong here
Custom business rules are unnecessary because the SLA Engine natively supports Pause conditions.
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-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.