ServiceNow Certified System Administration Practice

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What happens when an SLA task does not reach the specified condition?

The task is rerouted
Notifications are sent
The SLA is breached
A penalty is incurred

The correct answer is: The SLA is breached

When an SLA task does not reach the specified condition, it is considered a breach of the Service Level Agreement (SLA). An SLA is a commitment between service providers and customers that defines the expected level of service. When the conditions defined in the SLA are not met within the specified timeframe, it results in a breach which can have implications for both the service provider and the customer. This could lead to various consequences, such as a review of service performance, possible penalties, or the need for remediation actions to prevent future breaches. Understanding SLA breaches is crucial for maintaining service quality and ensuring accountability in service delivery processes. The other options, while potentially relevant in certain contexts, do not directly define what happens when an SLA task fails to meet its conditions. Rerouting tasks and sending notifications could be part of an operational response but are not guarantees of the outcome of a missed SLA condition. Similarly, penalties may be a result of non-compliance, but they are not the primary consequence of an SLA breach in itself.