SNOW-CSA Reporting, SLA and Imports Practice Question
Which TWO elements are mandatory when defining an SLA definition in ServiceNow?
⚠ Common exam trap
Watch out — candidates often confuse optional enhancements like breach timers or escalations as mandatory, while the exam tests the core required fields: Condition and Schedule, which are the only two mandatory elements when creating an SLA definition.
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
✓
Condition
An SLA definition in ServiceNow requires a Condition to determine which records are covered by the SLA. Without a condition, the SLA would apply to all records or none, making it impossible to scope the SLA to specific criteria like priority or category. The condition is a mandatory field that defines the filter for when the SLA should start tracking.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Condition
Why this is correct
The condition determines when the SLA should start; without it, the SLA won't apply to any record.
- ✗
Breach timers
Why it's wrong here
Breach timers are derived from the schedule and task fields; they are not a separate mandatory element.
- ✓
Schedule
Why this is correct
A schedule defines the business hours and pause times; the SLA must have a schedule to calculate elapsed time.
- ✗
Metrics
Why it's wrong here
Metrics are optional and used to track additional data, not required for basic SLA operation.
- ✗
Escalation
Why it's wrong here
Escalation actions are optional and not required for an SLA definition.
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JA
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.