Information Technology Reference
In-Depth Information
Answers
This section contains the solutions to the thought experiments and answers to the lesson
review questions in this chapter
Objective 4.1: Thought experiment
1. You need to configure the Mondays that the office is closed as holidays in the Service
Manager calendar used to calculate metrics.
2. You should configure notifications that send an email to the service desk manager
when an incident enters a warning state.
Objective 4.1: Review
1.
Correct answers: A, B, and C
a.
Correct : You need a calendar prior to completing the configuration of a Service
Manager SLO.
Correct : You need a metric prior to completing the configuration of a Service
Manager SLO.
B.
Correct : You need a queue prior to completing the configuration of a Service
Manager SLO.
C.
Incorrect : Subscriptions are necessary for notifications, but not necessary for con-
figuring Service Manager SLOs.
D.
Correct answer: A
a.
2.
Correct : You should target the Service Level Instance Time Information class when
configuring this notification.
Incorrect : You should target the Service Level Instance Time Information class
rather than the Change Request class.
B.
Incorrect : You should target the Service Level Instance Time Information class
rather than the Review Activity class.
C.
Incorrect : You should target the Service Level Instance Time Information class
rather than the Problem class.
D.
Correct answers: A and B
a.
3.
Correct : You can use a custom workflow or an Orchestrator runbook to automati-
cally escalate an incident in the event that it is likely to breach an SLO.
Correct : You can use a custom workflow or an Orchestrator runbook to automati-
cally escalate an incident in the event that it is likely to breach an SLO.
B.
Incorrect : You can use a custom workflow or an Orchestrator runbook to auto-
matically escalate an incident in the event that it is likely to breach an SLO.
C.
 
 
 
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