Configure and maintain service management - Monitoring and Operating a Private Cloud - page 264

■ Service Manager can send notifications when a service level objective reaches certain
states, such as the warning or breach state.
■ You can use the Change To Warning Of Incident or a service request's Service Level In-
stance Time Information as the trigger point for a custom workflow that automatically
escalates incidents, or service requests that are in danger of breaching.

Objective review
Answer the following questions to test your knowledge of the information in this objective.
You can find the answers to these questions and explanations of why each answer choice is
correct or incorrect in the “Answers” section at the end of this chapter.
1. Which of the following must be present to complete the configuration of a Service
Manager SLO?
a. Calendar
B. Metric
C. Queues
D. Subscriptions
2. You are configuring Service Manager to send notifications in the event that a service
level objective reaches a warning or breach state. Which of the following targeted
classes would you use when configuring this notification?
a. Service Level Instance Time Information
B. Change Request
C. Review Activity
D. Problem
3. You want to automatically have an incident be escalated when it is in danger of
breaching the SLO. Which of the following could you configure to accomplish this
goal?
a. A custom workflow
B. Orchestrator runbook
C. Scheduled task
D. Review activity
4. You are configuring a metric that should involve measuring the time between incident
creation and the first response made to the incident. Which of the following should
you choose for Start Date and End Date?
a.

Required By

First Assigned Date B.

First Response Date C.

Created Date D.