CIS-ITSM Incident Management Practice Question
Which role is required to manage incident SLAs?
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_admin
The 'sla_admin' role is required to create, update, or delete SLA definitions.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
itil
Why it's wrong here
The 'itil' role is for managing incidents, not defining SLAs.
- ✓
sla_admin
Why this is correct
The 'sla_admin' role provides permissions to configure SLA definitions.
- ✗
admin
Why it's wrong here
While 'admin' has access, 'sla_admin' is the specific role required for this function.
- ✗
incident_manager
Why it's wrong here
This is a custom role often used for process management, not system configuration.
About these practice questions
This CIS-ITSM question is part of Courseiva's 500-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.