CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ201

VerifiedCustomer Service Management Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics

What term describes a formal agreement between a service provider and a customer that gives the customer an expectation of service within a known timescale?

Explanation

A Service Level Agreement defines the service levels a provider commits to deliver, including measurable expectations such as response, resolution, availability, or delivery timeframes.

Community Discussion

No comments yet. Be the first to start the discussion!