ServiceNow Certified Implementation Specialist – IT Service Management — Question 147

When defining SLAs for the service catalog, at what level is the SLA typically defined?

Answer options

• A. Requested Item
• B. Request
• C. Service Catalog
• D. Catalog Task

Correct answer: A

Explanation

SLAs are commonly defined at the Requested Item level because this is where specific items that users request are detailed, allowing for precise performance metrics. Options B, C, and D do not provide the necessary granularity for the individual services that the SLA needs to address, making them less suitable for defining SLAs.