CIS-ITSM Service Portfolio Management Practice Question
An IT administrator is configuring Service Level Agreements (SLAs) for a critical cloud infrastructure service. The requirement is that the SLA pause condition should trigger whenever a customer is actively providing requested information, but the time elapsed during the pause must be completely excluded from the duration calculation. Which SLA configuration element achieves this behavior in ServiceNow?
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 Definition Pause Condition
Pause conditions in SLA Definitions halt the timer when met, and the duration calculation automatically excludes the paused duration from the overall percentage calculation.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Retroactive Start calculation override
Why it's wrong here
Retroactive start determines when the SLA begins relative to the past, not pause behavior.
- ✓
SLA Definition Pause Condition
Why this is correct
Configuring the Pause condition field on the SLA Definition table specifies when the SLA timer stops and excludes that timeframe.
- ✗
SLA Workflow timer extension
Why it's wrong here
Workflows can manipulate tasks but do not natively handle standard SLA pause logic accurately.
- ✗
Business Rule intercepting task state changes
Why it's wrong here
Business rules are not required since the native SLA engine handles pause conditions via configuration.
About these practice questions
One of 501 original CIS-ITSM practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. 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.