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?

A.
You should first create a Service Template.

B.
You should first create a Connector.

C.
You should first create a Queue.

D.
You should first create a Query.

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-levelmanagement.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”