Which of the following represents a benefit of implementing Knowledge Management?

• A.Deflecting the creation of Incidents so users may help themselves with common issues
• B.Provide continous feedback loops to improve staff efficiency
• C.Automatic routing of Incidents to the appropriate Assignment Group
• D.Proactively suggest Knowledge Articles to users at key points in a process

Correct Answer: A

Comment: *

Name: *

Email: *

Verification: *

Which mechanism is used to specify who can read Articles and who can contribute Articles in a Knowledge Base?

• A.Knowledge Category Attributes
• B.User Criteria
• C.Filter Criteria
• D.Access Control Rules

Comment: *

Name: *

Email: *

Verification: *

When can a user (who has no assigned roles in the system) close an incident?

• A.When the user is the Caller and the incident's State is Resolved.
• B.When the user is the Caller or on the Watch list and the incident's State is Resolved.
• C.When the user is the Caller and the incident's State is not already closed.
• D.When the user is the Caller and the incident's State is not already resolved.

Correct Answer: A

Comment: *

Name: *

Email: *

Verification: *

The Major Incident Management (MIM) application is linked at the Incident management process but the records have in additional set of States. What are these Ml States?

• A.Proposed Accepted Reacted Reopened
• B.Proposed Received eCAB Convened Closed
• C.New. Work: m progress Escalated Communicated
• D.Proposed. Accepted Rejected Cancelled

Comment: *

Name: *

Email: *

Verification: *

Draft stories are outputs of requirements workshop(s).

• A.True
• B.False

Comment: *

Name: *

Email: *

Verification: *