CIS-ITSM · Question #26
When defining SLAs for the service catalog at what level is the SLA typically defined?
The correct answer is B. Requested Item. In ServiceNow, SLAs for the Service Catalog are typically defined at the 'Requested Item' (RITM) level. A Request (sc_request) is the parent container and may contain multiple individual RITMs, each representing a distinct service or product being ordered. Since each RITM…
Question
When defining SLAs for the service catalog at what level is the SLA typically defined?
Options
- ACatalog Task
- BRequested Item
- CRequest
- DService Catalog
How the community answered
(46 responses)- A2% (1)
- B93% (43)
- C4% (2)
Explanation
In ServiceNow, SLAs for the Service Catalog are typically defined at the 'Requested Item' (RITM) level. A Request (sc_request) is the parent container and may contain multiple individual RITMs, each representing a distinct service or product being ordered. Since each RITM corresponds to a specific catalog item with its own fulfillment requirements and timelines, the SLA clock is most meaningfully tracked at that granular level. Defining SLAs at the Catalog Task or Request level is less precise, and the 'Service Catalog' level itself does not have SLA records attached to it.
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