To include an SLA Timer in your ServiceNow process, which tool would you use?

To include an SLA Timer in your ServiceNow process, the most appropriate tool to use is Workflow. Workflows in ServiceNow are designed to manage complex processes and can include elements like SLA Timers, which allow you to define the time limits for processes or tasks. When you set up a Workflow, you can specify when an SLA should start based on various triggers and conditions, ensuring that tasks are completed in line with the service commitments.

Flow Designer, while powerful for creating various flows and automating processes, doesn't support SLA timers directly as part of its functionality. On the other hand, Orchestration focuses on automating tasks across different systems and applications, and the Service Catalog is primarily for managing and delivering services to users. Thus, while these tools have their unique strengths, Workflow is specifically equipped for handling SLAs.