CIS-ITSM Problem Practice Questions

A tester has submitted a bug report because at no point in the Problem lifecycle. does the Create Known Error article link appear under Related Links Also, they notice there is no Known Error knowledge base in the Instance. What might be the cause of this?

• AA. The Problem Management Best Practice - Madrid - Knowledge integration plugin has not been activated
• BB. Tester is not impersonating Problem Coordinator
• CC. The customer did not pay the bill for Knowledge management
• DD. The sn_known_error_write role is required to see the Create Known Error article link
• EE. The requirement was not m the stories

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?

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