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Your role of Systems Administrator at ABC.com includes the management of the company's private cloud. The company has a System Center 2012 infrastructure that includes System Center 2012 - Service Manager (SCSM). You use Service Manager for Service Level Management. You need to create a service level objective (SLO) in Service Manager for incidents that meet the following criteria: Priority = 1 Incident Category = Email Problem Assigned User = Empty What should be your first step?
Correct Answer: C
Explanation/Reference: Explanation: C. SLO needs queue first (queue creates the relationship between incident type, priority and metric/escalation path) here is additional information to support the answer C (queue). The first paragraph under "Queue:" seems to reference this question directly. http://blogs.technet.com/b/servicemanager/archive/2012/01/25/scsm-2012-service-level-management.aspx "Queues: With queues you can group different work items in Service Manager (SCSM 2010 and SCSM 2012) by criteria. For instance: All Incidents with Priority 2 AND Incident Category „Mail Problem" AND Assigned User is empty. Queues are used in SCSM 2012 SLA Management to apply the SLA to a group of work items. SCSM 2012 console -> Library -> Queues"