ServiceNow Certified Implementation Specialist – IT Service Management — Question 67

The key stakeholder for your ITSM implementation wants to have SLAs on every Task record.

What advice do you give regarding SLAs on Problem records?

Answer options

• A. SLAs are essential to problem management, as support specialists need to quickly identify root causes
• B. SLAs may be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take
• C. SLAs are available for problem management, but require custom code
• D. SLAs are recommended in the ITIL framework for problem management

Correct answer: B

Explanation

The correct answer is B because the primary focus of problem management is to find a long-term fix for issues, which may not align with the strict timeframes SLAs impose. Option A is incorrect as it emphasizes rapid identification rather than resolution, while C is wrong because SLAs do not necessarily require coding for implementation in problem management. Option D is misleading since the ITIL framework does not mandate SLAs for problem management.