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Consider a Scenario- Ramesh: Suresh, We won a deal from CISCO. Suresh: Sure, CTS will provide CISCO with best deals to carry out their IT operations. Ramesh: Now, they want that their Priority 1 network issue should be resolved within 4 hrs. Suresh: Our internal network team has its defined resolution time of 2 hrs. Ramesh: Also, you have to keep in mind, CISCO has chosen Netgear as his vendor to support his network equipment and the time for resolution with Netgear is 5 hrs. Suresh: What ITSM tool CISCO is planning to deploy? Ramesh: The tool is Service Now, Please confirm whether the requirement can be achieved or not? So, in order to fulfill the above requirement what all should be done in Service Now?
• Configure 4 hrs SLA, 2 hrs OLA and 5hrs UC.
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