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NEW QUESTION # 40
REVIEW
Which key performance indicators can be influenced by effective Problem Management? Select all that apply.

A. Average time to close a ProblemB. % of Incidents Resolved on First ContactC. % of high priority ProblemsD. Average Time to Resolve a High Priority Incident

Answer: A,C


NEW QUESTION # 41
Which of the following is NOT a valid On Hold reason?

A. Awaiting VendorB. Awaiting CallerC. Awaiting InfoD. Awaiting Change

Answer: C


NEW QUESTION # 42
Technical consultant should participate in requirements workshop(s) and should encourage customizing ServiceNow OOTB processes in order to align with the organizations current processes.

A. TrueB. False

Answer: B

Explanation:
Technical consultants should participate in workshops, but over-customization is not recommended. It is advised to let the customer adjust their ITSM process, as much as possible, to match ServiceNow baseline implementation. Configurations can be made but customizations should be limited.


NEW QUESTION # 43
......

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