ServiceNow Certified Implementation Specialist – Customer Service Management — Question 86

What are the advantages of leading indicators over lagging indicators? (Choose two.)

Answer options

• A. Hard to influence
• B. Prospective
• C. Retrospective
• D. Easy to influence

Correct answer: B, D

Explanation

Leading indicators are considered B (Prospective) because they provide insights into future performance, allowing for proactive adjustments. D (Easy to influence) indicates that these indicators can be modified through actions taken today, unlike lagging indicators which reflect past performance and are A (Hard to influence) and C (Retrospective) by nature.