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CIS-Service Management CIS-ITSM Exam Questions and Answers PDF

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Total 182 questions
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Certified Implementation Specialist - IT Service Management Questions and Answers

Question 13

What are two effective measures of performance for the Problem Management process?

Choose 2 answers

Options:

A.

Number of Problem that have Breached SLAs

B.

Average Problem Resolution Time

C.

Percentage of Problem Resolution within SLA by Category

D.

Problems older than 30 days by Priority and State

Question 14

As of Quebec. Problem task records will move automatically from one state, to another state, provided the required fields are filled. What are those states?

Options:

A.

Work in Progress lo Closed

B.

Assess to Work in Progress

C.

Draft to Assess

D.

On Hold to Work in Progress

E.

New to Assess

Question 15

How are Features related to Products and Releases?

Options:

A.

Products have associated features, which are organized into releases

B.

Products use features to define release types

C.

Features are included in releases, not associated with products

D.

Emergency releases can include products and features

Question 16

Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency.

Which module should you use to locate and update the Priority Problem Lookup record?

Options:

A.

Priority Matrix

B.

Choice Lists

C.

Data Lookup Definitions

D.

Priority Rule Definitions

Page: 4 / 14
Total 182 questions
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