CIS-ITSM Incident Management Practice Question
Which THREE settings can be modified in an SLA Definition to control 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
✓
Duration type
SLA definitions use duration, schedules, and conditions to manage the timer.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Duration type
Why this is correct
Defines the calculation method for the SLA clock.
- ✗
Priority
Why it's wrong here
Priority is a record value, not an SLA setting.
- ✓
Pause conditions
Why this is correct
Determines when the timer stops running.
- ✗
Incident State
Why it's wrong here
Incident state is a condition input, not an SLA setting.
- ✓
Schedule
Why this is correct
Determines the working hours.
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.