Configure and maintain service management - Monitoring and Operating a Private Cloud - page 308

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.

D.

Correct answers: C and D
a.

4.

Incorrect : Required By does not measure the incident creation date or when the
incident is first responded to.

Incorrect : First Assigned Date is when the incident or service request is first as-
signed.

B.

Correct : The First Response Date should be configured as the End Date for the
metric.

C.

Correct : The Created Date is when the incident is created. This should form the
Start Date for the metric.

D.

Objective 4.2: Thought experiment
1. You can configure and make knowledge articles available that detail procedures that
users can use to attempt to self-remediate incidents before contacting the service
desk.
2. You can configure Service Manager so that incidents can be submitted using email.

Objective 4.2: Review
1.

Correct answers: A and B
a.

Correct: You need to add the problem as a related work item to each incident, or
the incidents as related work items to the problem.

Correct : You need to add the problem as a related work item to each incident, or
the incidents as related work items to the problem.

B.

Incorrect : You need to add the problem as a related work item to each incident,
or the incidents as related work items to the problem.

C.

Incorrect : You need to add the problem as a related work item to each incident,
or the incidents as related work items to the problem.

D.

Correct answer: B
a.

2.

Incorrect : You should resolve the problem. When doing so, you should select the
option to auto-resolve all incidents associated with the problem.

Correct : You should resolve the problem. When doing so, you should select the
option to auto-resolve all incidents associated with the problem.

B.

Incorrect : You should resolve the problem. When doing so, you should select the
option to auto-resolve all incidents associated with the problem.

C.

Incorrect : You should resolve the problem. When doing so, you should select the
option to auto-resolve all incidents associated with the problem.

D.