Reporting, SLA and Imports →mediumMultiple ChoiceObjective-mapped

SNOW-CSA Reporting, SLA and Imports Practice Question

Exhibit

Refer to the exhibit.

[SLA Context]
Task: INC001 (Priority 1)
SLA Definition: High Priority Response
SLA Instance:
  Start time: 2024-03-15 09:00:00
  Stop time: (blank)
  Pause duration: 0 seconds
  Schedule: 8x5
  Breach time: 2024-03-15 10:00:00
Current time: 2024-03-15 09:45:00

[Task State History]
09:00 - New
09:15 - On Hold (Pause condition met? Yes)
09:30 - In Progress (Pause condition released? Yes)
09:45 - On Hold (again)

At the current time (09:45), what is the total pause duration for this SLA instance?

⚠ Common exam trap

The trap here is that candidates often misinterpret the pause duration as the time remaining on the SLA or confuse the pause start time with the SLA start time, leading them to select 30 or 45 minutes instead of calculating the exact interval between pause and resume.

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

✓

15 minutes

The SLA instance was paused at 09:30 and resumed at 09:45, resulting in a total pause duration of 15 minutes. In ServiceNow, SLA pause duration is calculated as the cumulative time between pause and resume actions, excluding the paused time from the SLA clock.

Answer analysis

Option-by-option breakdown

For each option: why learners choose it and why it is or isn't the right answer here.

✓
15 minutes
Why this is correct
The first pause lasted 15 minutes; second pause just started.
✗
0 minutes
Why it's wrong here
First pause occurred.
✗
45 minutes
Why it's wrong here
Too high.
✗
30 minutes
Why it's wrong here
Second pause not yet ended.

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SNOW-CSA Reporting, SLA and Imports Practice Question

Exhibit

Why each option matters

Option-by-option breakdown

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