CIS-CSM: Certified Implementation Specialist - Customer Service Management

In ServiceNow Customer Service Management, entitlements are counted on a per-unit basis, and the Unit field on the Service Entitlement form defines the unit type as either cases or hours. Total Units and Remaining Units track the allowance when Per Unit is enabled. The other options (SLAs, contracts, days, assets, products) are not entitlement unit types; contracts, assets and products are what an entitlement can be associated with.