ServiceNow Certified System Administration Practice

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What conditions are typically defined within an SLA?

Customizations
Service availability
Incident resolution times
Contact information

The correct answer is: Customizations

The correct answer focuses on the fact that Service Level Agreements (SLAs) establish measurable performance metrics and expectations between a service provider and its customers. These metrics can include various conditions, and among the most critical are service availability and incident resolution times. In the context of SLAs, service availability pertains to the assurance that services are operational and accessible to users during specified times. This condition is vital since customers rely on the services being available for their daily operations. Incident resolution times are another crucial component of SLAs, outlining the timeframe within which incidents are expected to be resolved. This directly impacts the user's experience and satisfaction, making it clear to stakeholders the expected response and resolution processes. While customizations and contact information may be relevant to service operations or support, they are not typically part of the conditions specifically defined within an SLA. Instead, SLAs focus on quantifiable guarantees related to service performance that directly affect service delivery to end users.