SNOW-CSA Reporting, SLA and Imports Practice Question
A company has an SLA definition that starts when the state is 'New' and pauses when the state is 'On Hold'. A task is created with state 'New' at 10:00 AM. At 10:30 AM, the state is changed to 'In Progress'. At 11:00 AM, the state is changed to 'On Hold' for 30 minutes, then back to 'In Progress' at 11:30 AM. The task is resolved at 12:00 PM. The SLA has a 2-hour duration. What is the elapsed time used for SLA compliance?
⚠ Common exam trap
The trap here is that candidates often forget to include the time before the first state change (the initial 'New' state) and incorrectly calculate elapsed time from the first state change or only after the hold, leading to wrong answers like B or D.
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
✓
1 hour 30 minutes
The SLA definition starts when the state is 'New' and pauses when the state is 'On Hold'. The task was in 'New' from 10:00 to 10:30 (30 minutes), then 'In Progress' from 10:30 to 11:00 (30 minutes), then 'On Hold' from 11:00 to 11:30 (30 minutes, paused), then 'In Progress' from 11:30 to 12:00 (30 minutes). The total elapsed time for SLA compliance is the sum of non-paused time: 30 + 30 + 30 = 1 hour 30 minutes, which is within the 2-hour SLA duration.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
2 hours
Why it's wrong here
Does not account for pause.
- ✗
1 hour 30 minutes from state change to resolve
Why it's wrong here
SLA starts at creation, not at first state change.
- ✓
1 hour 30 minutes
Why this is correct
Correct calculation: 2 hours total minus 30 minutes pause.
- ✗
1 hour
Why it's wrong here
Incorrect calculation.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This SNOW-CSA 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 SNOW-CSA exam.