ServiceNow Certified System Administration Practice

Which condition can trigger an SLA Definition?

1. Draft

2. Publish

3. Review

4. All of the above

The correct answer is: All of the above

The correct choice is that all of the conditions can trigger an SLA (Service Level Agreement) Definition, including Draft, Publish, and Review. In ServiceNow, SLA Definitions can be in various states throughout their lifecycle. When an SLA Definition is in Draft, it can still be worked on, and it is critical to ensure that the proposed conditions and metrics meet the intended service level requirements. During this phase, even though the SLA is not yet active, configurations and tests can be set, making it a trigger point. Once the SLA Definition reaches the Publish status, it signifies that the SLA is active and ready for use within the system. This is a crucial trigger point since this is when the SLA begins to impact incident, problem, and change management processes actively. Finally, during the Review phase, any adjustments or validations are made before final approval. This stage can also inform possible changes to the SLA, and metrics, so it serves as a trigger point for updates or redesigns of existing SLAs. Therefore, recognizing that SLA Definitions can indeed be triggered or interacted with during all these stages reinforces the importance of managing SLAs comprehensively within the ServiceNow framework.