ServiceNow Certified System Administration Practice

Which step is associated with Service Level Agreements (SLA)?

1. Submit a request for an update

2. Monitor performance metrics

3. Review service delivery instances

4. Create service desk tickets

The correct answer is: Monitor performance metrics

Monitoring performance metrics is a critical step associated with Service Level Agreements (SLAs). SLAs are established to define the level of service expected from a service provider, and they typically include specific performance targets or metrics that must be met. By monitoring these performance metrics, organizations can ensure that they are adhering to the agreed-upon service levels. This step allows for the assessment of how well the services are being delivered in relation to the expectations set forth in the SLA. Continuous monitoring helps identify any service delivery issues or areas for improvement, ensuring that service quality meets or exceeds the standards defined in the agreement. In contrast, submitting a request for an update, reviewing service delivery instances, and creating service desk tickets play different roles in the service management process. While these activities are important for overall service management, they do not directly relate to the monitoring and evaluation of SLA performance, which is the primary focus of monitoring performance metrics.