2025 ServiceNow ITSM Practice Tests Part 2

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?

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