What are the interview questions on Service Level Agreement(SLA)s?

[mallikharjunasw]

What are the interview questions on Service Level Agreement(SLA)s?

[Alberto Consonn]

Hi,

I suggest you to follow these Quizlet, you'll find all the possible questions related to SLA:

https://quizlet.com/440714834/incident-flash-cards/

https://quizlet.com/415075616/servicenow-itsm-certification-exam-2018-flash-cards/

If I have answered your question, please mark my response as correct and/or helpful.

Thank you very much

Cheers
Alberto

[Ashutosh Munot1]

HI,

1) What is Retroactive start?

2) Can SLA have different different workflows?

3) Schedule significance in SLA?

4) What happens with old SLA when new SLA is attached? For example when incident priority change to p2 from p3 what will happen with P3 SLA?

5) What is difference between Actual Time left and Business time left?

6) What is difference between business time elapsed and actual time elapsed.

7) Table where sla are stored for incident.

Thanks,
Ashutosh

[mallikharjunasw]

Answers please?

[Ashutosh Munot1 · Accepted solution]

1) What is Retroactive start? This means whenever new SLA is attached it will calculate start time from created on date time. When click this flag true it will show one more field in which you can select from when the time should be calculated. 2) Can SLA have different different workflows? Yes they can 3) Schedule significance in SLA? Schedule will determine the actual business hours to be considered when calculating SLA business elapsed and left time. For example 8by5 schedule. 8 hours 5 days between 9am to 5pm. Outside this SLA will be paused. 4) What happens with old SLA when new SLA is attached? For example when incident priority change to p2 from p3 what will happen with P3 SLA? It is cancelled. 5) What is difference between Actual Time left and Business time left? Actual means 24by7 calculation and business means as per schedule. 6) What is difference between business time elapsed and actual time elapsed. Same as above. 7) Table where sla are stored for incident? Incident_sla