ServiceNow Certified System Administration Practice

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In the context of metrics, what does an SLA track?

The set amount of time for a task to reach a certain condition
The frequency of incidents
The duration of system outages
The efficiency of service delivery

The correct answer is: The set amount of time for a task to reach a certain condition

A Service Level Agreement (SLA) is specifically designed to track the performance and quality of service delivered within a defined timeframe. It outlines the agreed-upon standards between service providers and customers, particularly focusing on how long specific tasks should take to be completed. This means that option A accurately captures the primary function of an SLA, which is to establish a timeline for reaching a particular condition — for instance, the resolution of an incident or the completion of a task within a specified period. The other options relate to different metrics that are important in service management but do not define an SLA’s core purpose. The frequency of incidents deals with how often issues arise, which is more about incident management than service level agreement. The duration of system outages relates to system reliability and uptime but doesn’t capture the essence of SLA agreed time limits. Lastly, the efficiency of service delivery can include various performance metrics but is broader and not confined to the timelines that an SLA specifies. Thus, option A is the correct representation of what an SLA tracks within the context of metrics.