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ServiceNow CIS-ITSM Exam - Topic 2 Question 116 Discussion

Actual exam question for ServiceNow's CIS-ITSM exam

Question #: 116
Topic #: 2

[All CIS-ITSM Questions]

What are two effective measures of performance for the Problem Management process?

Choose 2 answers

ANumber of Problem that have Breached SLAs

BAverage Problem Resolution Time

CPercentage of Problem Resolution within SLA by Category

DProblems older than 30 days by Priority and State

Show Suggested Answer

Suggested Answer: B, D

by Maryln at Aug 13, 2025, 08:16 AM

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Carey

7 months ago

A is important too, though. SLAs are key!

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Linwood

7 months ago

Totally agree with B! Average time matters.

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Francesco

8 months ago

Really? I thought resolution time was the only measure that counts.

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My

8 months ago

Wait, how is D even relevant? Seems off.

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Annalee

8 months ago

I think B and C are the best measures.

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Nobuko

8 months ago

I think both A and C are effective measures, but I might be mixing them up with other performance metrics we discussed in class.

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Maile

9 months ago

I’m torn between the Number of Problems that have Breached SLAs and the Problems older than 30 days. They both seem relevant, but I can't recall which is better.

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Linwood

9 months ago

I remember practicing a question like this, and I feel like the Percentage of Problem Resolution within SLA by Category is a strong choice too.

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Lakeesha

9 months ago

I think the Average Problem Resolution Time is definitely one of the measures, but I'm not sure about the second one.

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Joanna

9 months ago

I feel pretty confident about this one. The number of problems that have breached SLAs and the average problem resolution time are both great indicators of how well the Problem Management process is performing. I'll select those two options.

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Deane

9 months ago

Okay, let's see. The question is asking for two effective measures, so I'll need to choose two out of the four options. The percentage of problem resolution within SLA by category and the problems older than 30 days by priority and state both sound like they could be good measures. I'll go with those.

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Vicky

10 months ago

Hmm, I'm not entirely sure about this one. I know the Problem Management process is important, but I'm not super familiar with the specific performance measures used. I'll have to think this through carefully.

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Merissa

10 months ago

This question seems straightforward - it's asking for two effective measures of performance for the Problem Management process. I think the number of problems that have breached SLAs and the average problem resolution time would be good choices.

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Bobbie

10 months ago

B is a classic, can't go wrong with average resolution time. Though I hope they don't try to optimize that at the expense of quality!

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Dahlia

11 months ago

I agree with Geoffrey, A and C make sense for evaluating Problem Management.

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Roselle

11 months ago

D is a good one too. Knowing how many long-standing problems are out there by priority is crucial for process improvement.

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Bernadine

11 months ago

I think A and C are the most effective measures. Tracking SLA breaches and resolution times by category gives a good picture of performance.

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Geoffrey

12 months ago

I think A and C are the most effective measures.

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