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

• A.Average time to close a Problem
• B.% of high priority Problems
• C.Average Time to Resolve a High Priority Incident
• D.% of Incidents Resolved on First Contact

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Universal Containers has a process to allow an employee to submit a vacation request and route it to the employee's manager for approval. An employee attempted to submit a request but it could NOT be submitted.
How should the administrator troubleshoot this?

• A.Ensure the user record has an assigned active manager.
• B.Use workflow to email the administrator if the process fails.
• C.Review the system log to determine the root cause.
• D.Ensure the approval step has an associated action.

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Given the class structure shown below, which types of Cls will be included in a report run against the cmdb_ci_computer table?

• A.Just Cls defined directly in cmdb_ci_computer
• B.Cls defined directly in cmdb_ci_computer and all parent classes
• C.Cls defined directly in cmdb_ci_computer and all child classes

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Once the change request's state changes to "Review", the user should fill the mandatory fields in the review form.

• A.True
• B.False

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How to make the problem state move to "Resolved" instead of "Closed" when the "Accept Risk" button is clicked.

• A.Change the value of problem property "problem.acceptrisk.move_to_closed".
• B.Modify the state mapping records in the Problem State Mapping table.
• C.Modify the logic in the script include "Accept Problem Risk".
• D.Modify the logic in the UI Action "Accept Risk".

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