ServiceNow Certified System Administration Practice

What does SLA stand for in the context of ServiceNow?

1. Service Level Agreement

2. System Level Agreement

3. Service Logging Agreement

4. Support Level Agreement

The correct answer is: Service Level Agreement

In the context of ServiceNow, SLA stands for Service Level Agreement. An SLA is a formal document that outlines the expected level of service between a service provider and a customer. It defines measurable performance expectations, such as response times and resolution times for incidents and service requests. These agreements help ensure that both parties have a clear understanding of the service levels that are to be maintained, thus fostering accountability and governance within service management processes. Service Level Agreements are crucial in managing the expectations of service delivery and are a key component in the ITIL framework, which is widely used in IT service management, including in ServiceNow implementations. The SLA helps track and report on service performance, ensuring that the organization meets its obligations and provides a basis for continuous improvement in service delivery. In contrast, the other choices do not accurately represent the standard terminology used in the context of ServiceNow. System Level Agreement and Support Level Agreement are not recognized terms within this framework, and Service Logging Agreement is not a standard term used to describe service expectations or agreements in IT service management. This makes Service Level Agreement the correct and relevant answer in this context.