CIS-ITSM · Question #178
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?
The correct answer is B. SLAs are be counterproductive to problem management, as the key objective is to permanently fix. Problem Management is fundamentally different from Incident Management. Its goal is to identify and permanently eliminate the root cause of recurring issues - a process that can take weeks or months of careful analysis. Attaching SLAs introduces time pressure that can…
Question
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?
Options
- ASLAs re recommended in the ITIL framework for problem management
- BSLAs are be counterproductive to problem management, as the key objective is to permanently fix
- CSLAs are available for problem management, but require custom code
- DSLAs are essential to problem management, as support specialists need to quickly identify root
How the community answered
(33 responses)- A3% (1)
- B85% (28)
- C9% (3)
- D3% (1)
Explanation
Problem Management is fundamentally different from Incident Management. Its goal is to identify and permanently eliminate the root cause of recurring issues - a process that can take weeks or months of careful analysis. Attaching SLAs introduces time pressure that can incentivize teams to close problems quickly rather than thoroughly, leading to recurrence. ServiceNow and ITIL guidance advise against SLAs on Problem records for this reason. SLAs do not require custom code (they can be configured), but applying them is considered counterproductive to the discipline required for effective root cause elimination.
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