ServiceNow Certified Implementation Specialist – IT Service Management — Question 124

What are two effective measures of performance for the Problem Management process? (Choose two.)

Answer options

• A. Problems older than 30 days by Priority and State
• B. Number of Problem that have Breached SLAs
• C. Percentage of Problem Resolution within SLA by Category
• D. Average Problem Resolution Time

Correct answer: A, D

Explanation

Options A and D are valid measures because they directly relate to the efficiency and timeliness of the Problem Management process. Option B focuses on breaches, which is less about performance and more about compliance, while option C measures resolution percentages, which, while useful, does not provide a direct measure of time or age of problems.