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Enterprise Technology Assessment: Oracle, Cognos & IT Service Management
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What is the SLA measurement criteria for Tickets?
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A
Both
💡 Explanation:
SLA measurement for tickets uses dual criteria: 'Problem Resolved' means the technical fix is implemented, while 'Service Restored' confirms the service is fully operational for end users. Both conditions must be met - the fix must be complete AND the service must actually work for the customer.