CIS-ITSM Incident Management Practice Question
Which THREE items are required to properly define an SLA?
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
✓
Schedule
An SLA definition requires a schedule, duration, and start/stop/pause conditions.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Schedule
Why this is correct
The schedule defines the working hours applied to the duration.
- ✗
Priority Filter
Why it's wrong here
While often used, it is not a mandatory component for every SLA.
- ✓
Start Condition
Why this is correct
Start conditions determine when the clock begins.
- ✓
Duration
Why this is correct
Duration defines how long the SLA is expected to take.
- ✗
User Role
Why it's wrong here
User roles define access, not SLA logic.
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.