CIS-ITSM Incident Management Practice Question
When an incident is moved to 'Resolved', what happens to the SLA timer?
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
✓
The SLA timer stops
The SLA engine pauses or stops the SLA timer based on the stop condition defined in the SLA Definition.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
The SLA timer pauses indefinitely
Why it's wrong here
Stopping is preferred over pausing for completed work.
- ✗
The SLA timer continues
Why it's wrong here
An active SLA timer on a resolved incident would negatively impact metrics.
- ✓
The SLA timer stops
Why this is correct
Standard configurations stop the SLA timer when the incident reaches a resolved state.
- ✗
The SLA timer resets to zero
Why it's wrong here
Resetting the timer is not the default behavior for resolution.
Visual reference
About these practice questions
One of 500 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.