Where are the timeframe conditions for sending an SLA breach warning notification defined?

• A.SLA trigger conditions
• B.SLA definition record
• C.Default SLA flow
• D.SLA Properties application

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The key stakeholder for your ITSM implementation wants to have SLAs on every Task record.
What advice do you give regarding SLAs on Problem records?

• A.SLAs re recommended in the ITIL framework for problem management
• B.SLAs are be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take
• C.SLAs are available for problem management, but require custom code
• D.SLAs are essential to problem management, as support specialists need to quickly identify root causes

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A developer built a Component to be used at the front desk for guests to self-register upon arrival at a kiosk.
The developer is now asked to create a Component for the Utility Tray to alert Users whenever a guest has arrived at the front desk.
What should be used?

• A.DML Operation
• B.Component Event
• C.Application Event
• D.ChangeLog

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Problem Management Investigation and Diagnosis activities include__________.

• A.Implement a Change
• B.Prioritize and Categorize the Problem
• C.Obtain Problem Manager Approval
• D.Conduct a Root Cause Analysis

Correct Answer: D

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Which module to use in order to see problem tasks that are assigned to you?

• A.Problem > My Tasks
• B.Service Desk > My Work
• C.Service Desk > My Problem Tasks
• D.Problem > My Problem Tasks

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