What is the name of namespace of the Service Catalog API?

• A.now
• B.snc
• C.global
• D.sn_sc

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Which of the following outlines the ways changes may be related to incidents?

• A.Incidents cause changes. Investigation of changes may indicate the need for incidents to be generated.
• B.A change is required to investigate the cause of an incident.
• C.Incidents and changes are separate processes that have little interaction.
• D.Incidents may be caused by changes. Investigation of incidents may indicate the need for a change.

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Which two fields are used to calculate priority on an Incident?

• A.Severity and Urgency
• B.VIP and Impact
• C.Impact and Urgency
• D.Business Criticality and Urgency

Correct Answer: C

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Universal Containers has a workflow rule that sends an email alert to the VP of Sales when a large deal is won. The VP is reporting that these emails are NOT being delivered.
Which two tools should be used to determine the problem? (Choose two.)

• A.Workflow monitor
• B.Email log
• C.Debug log
• D.System audit trail

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Which one of the following is the GOAL of Incident Management?

• A.An unplanned interruption to IT service or reduction of the quality of an IT service
• B.Conduct root-cause analysis to determine and resolve the cause of events
• C.Prevent disruptions to normal service operations to maximize user productivity
• D.Restore normal service operation as quickly as possible with minimal disruption to the business

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