ITSM 3

Frage 1 von 32

1

Configuration changes to the Change Management - CAB Workbench Application must be done in the global scope.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 2 von 32

1

Which of the following is NOT a type of Article feedback that may be submitted by users?

Wähle eine der folgenden:

Endorsed
Flag Article
Helpful (Yes / No)
Rate Article

Erklärung

Frage 3 von 32

1

Which of the following represents how Knowledge Management Article publishing is managed?

Wähle eine der folgenden:

Each Knowledge Article follows its own Publish and Retire workflow
Any article submitted is automatically published
Each Knowledge Base follows its own Publish and Retire workflow
Publish and Retire workflows are set in the Knowledge Management System Properties

Erklärung

Frage 4 von 32

1

ServiceNow is limited to a single Knowledge Base for all users of the platform to access.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 5 von 32

1

In the baseline platform configuration, the Post News Related Link on a Problem Record will generate Knowledge Article that includes information mapped from the Problem Record. What will be the Workflow state of the new Article?

Wähle eine der folgenden:

Draft
New
Review
Published

Erklärung

Frage 6 von 32

1

Under which circumstances would a Knowledge Article Author set the Display Attachments field to false on an Article that HAS attachments?

Wähle eine der folgenden:

The attachments are files that the Author would like to display as links for on the Article rather than having those files open / download automatically
The attachments are images embedded and displayed within the Article text
The attachments are referenced Knowledge Articles
The attachments should be downloaded / opened immediately rather without the Article text being displayed

Erklärung

Frage 7 von 32

1

Which of the following approaches is used to display a Variable from a Requested Item on a Catalog Task form?

Wähle eine der folgenden:

In the Catalog Task Activity within the Item's fulfillment workflow, write a Script to retrieve and set Catalog Task field values
In the Catalog Item, set Display Variables in Catalog Tasks to true
In the Catalog Task Activity within the Item's fulfillment workflow, select variables to be displayed in the Variables on the Task Form field
In the Catalog Item, set Cascade Variables to true

Erklärung

Frage 8 von 32

1

Which of the following is a potential benefit of implementing Incident Management?

Wähle eine der folgenden:

Reduction in the time to fulfill Requests
Reduction in the number of duplicate Configuration Items
Reduction in the number of Incidents caused by Changes
Reduction in the time Services are unavailable

Erklärung

Frage 9 von 32

1

Which feature may be used to track trends related to the average resolution time by priority for Incidents compared to other customers in the same industry / number of users / region?

Wähle eine der folgenden:

Performance Analytics
Scheduled Reports
Benchmarks
Reporting

Erklärung

Frage 10 von 32

1

Which platform feature is used to determine whether an Incident meets the conditions for First Call Resolution?

Wähle eine der folgenden:

First Call Resolution field
Business Rule
Metric
Benchmark

Erklärung

Frage 11 von 32

1

Which field on the Incident table automatically tracks the TOTAL elapsed time between when an Incident is created until the time it is resolved?

Wähle eine der folgenden:

Duration [calendar_duration]
Resolve Time [calendar_stc]
Business Resolve Time [business_stc]
Business Duration [business_duration]

Erklärung

Frage 12 von 32

1

Which of the following can be used to standardize the body of outbound email notifications?

Wähle eine der folgenden:

Email Templates
Inbound Action
Email Client
Variable Sets

Erklärung

Frage 13 von 32

1

Which of the following outlines the ways Changes may be related to Incidents?

Wähle eine der folgenden:

Incidents and Changes are separate processes that have little interaction
Incidents cause Changes. Investigation of Changes may indicate the need for Incidents to be generated
A Change is required to investigate the cause of an Incident
Incidents may be caused by Changes. Investigation of Incidents may indicate the need for a Change

Erklärung

Frage 14 von 32

1

On an Incident form, Category and Subcategory fields include a drop-down list of potential field values to allow users to categorize Incidents. Which table stores the list of potential field values displayed in these two fields?

Wähle eine der folgenden:

Incident [incident]
Variable Category [item_option_category]
Category [category] table and the Subcategory [subcategory]
Choice [sys_choice]

Erklärung

Frage 15 von 32

1

In the baseline platform configuration, which Incident Management function is lmited to users with roles of either itil_admin or admin?

Wähle eine der folgenden:

Close Incident
Archive Incident
Delete Incident
Reopen Incident

Erklärung

Frage 16 von 32

1

In the baseline platform configuration, who can create Change Requests?

Wähle eine der folgenden:

Only members of the Change Advisory Boards (CAB)
Any logged in user
Anyone, even those not registered / logged in
Users with the itil role or Change-specific roles

Erklärung

Frage 17 von 32

1

In which situation would an Order Guide be used?

Wähle eine der folgenden:

Administrators choose not to use Workflow
Multiple items are typically ordered together
Administrators prefer user-friendly forms with questions and answers
Items have a complex fulfillment process

Erklärung

Frage 18 von 32

1

Which of the following components can be turned on or off in the Service Catalog Cart Layout?

Wähle eine der folgenden:

Delete Item
Add to Wish List
Quantity
Calculate Shipping

Erklärung

Frage 19 von 32

1

User Criteria is used to determine who may order Items in a Service Catalog Category.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 20 von 32

1

Which table is the base class for the Configuration Management Database?

Wähle eine der folgenden:

Configuration Item [cmdb_ci]
Asset [asset]
Base Configuration Item [cmdb]
Base Item [cmdb_base_item]

Erklärung

Frage 21 von 32

1

Change Management uses workflow engine by default to facilitate approvals and processing for each type of Change, including Emergency, Normal and Standard.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 22 von 32

1

Under which circumstances is it appropriate to leave a Problem record in a State of Known Error?

Wähle eine der folgenden:

A vendor is actively investigating the Problem
The permanent fix is too costly and the documented workaround is sufficient
The root cause has not been established and approved
A Change is pending implementation

Erklärung

Frage 23 von 32

1

In Problem Management, when the State of a Problem
changes to Closed/Resolved, what updates are made to
the associated Incidents? (Assume associated Incidents
have a State of On Hold and On Hold Reason of Awaiting
Problem.)

Wähle eine der folgenden:

The Work Notes field on each associated Incident is updated with details from the Problem Close Notes
The State of each associated Incident is updated to ResolveResolution code is set to Solved (Permanently). Resolution notes are populated with details from the Problem Close Notes field
No updates are made to associated Incidents. Service Desk agents must manually update all associated Incidents.
The "State" of each Incident is set to "In Progress" and the problem's "Close Notes" get copied to that related incident's "Work Notes" which will show in the incident's activity journal.

Erklärung

Frage 24 von 32

1

In the baseline configuration of Change Management, which fields are included when the Copy Change UI action is used to copy a Change Request?

Wähle eine der folgenden:

Configuration Item, Change Tasks, Approvals, Risk, Attachments
Change Tasks, Impact, Attachments, Planned Start Date, Risk
Backout Plan, Category, Change Type, Attachments, Work Notes
Configuration Item, Change Tasks, Risk, Backout Plan, Category

Erklärung

Frage 25 von 32

1

In Change Management, what is the purpose of the Risk Assessment Survey?

Wähle eine der folgenden:

Determine the Risk of the Change based on user responses to a Risk Assessment
Determine the Risk of the Change based on Risk Conditions
Survey CAB members to collectively assess Risk of each Change reviewed
Automatically survey the environment to analyze the continuity of services to assess Risk

Erklärung

Frage 26 von 32

1

In the CAB Workbench application, meeting notes and minutes are documented at the CAB meeting level.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 27 von 32

1

True or False: Every Catalog Item uses the same workflow
to manage approvals.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 28 von 32

1

Which of the following is considered a best practice for managing the Valid To date for Knowledge articles?

Wähle eine der folgenden:

Allow the authors of Articles to set the Valid To date of each individual Article
Determine the Valid To timeframe of your articles based upon the type of article and volatility of information in the article
Leave the Valid To dates to the default value of 2020-01-01
Do not set Valid To dates for Knowledge Articles

Erklärung

Frage 29 von 32

1

True or False: Within a Catalog Item, a 'Container Split' formatter is required between 'Container Start' and 'Container End' to split variables into columns.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 30 von 32

1

The Knowledge [kb_knowledge] table is extended from _________

Wähle eine der folgenden:

Knowledge Base [kb_knowledge_base]
No table; It is a Base Table
Configuration Item [cmdb_ci]
Task [task]

Erklärung

Frage 31 von 32

1

Which of the following statements is true when an Incident has several child Incidents?

Wähle eine der folgenden:

No updates are synchronized between parent and child Incidents
All updates to parent Incident are reflected in child Incidents
Parent Incident updates to State, Comments, Work Notes, and Resolutions Code are
All updates to child Incidents are reflected in the parent Incident

	Erstellt von Everlyn Yamamoto vor mehr als 4 Jahre

Quiz am ITSM 3, erstellt von Everlyn Yamamoto am 09/03/2020.

ITSM 3

Frage 1 von 32

Configuration changes to the Change Management - CAB Workbench Application must be done in the global scope.

Wähle eins der folgenden:

Erklärung

Frage 2 von 32

Which of the following is NOT a type of Article feedback that may be submitted by users?

Wähle eine der folgenden:

Erklärung

Frage 3 von 32

Which of the following represents how Knowledge Management Article publishing is managed?

Wähle eine der folgenden:

Erklärung

Frage 4 von 32

ServiceNow is limited to a single Knowledge Base for all users of the platform to access.

Wähle eins der folgenden:

Erklärung

Frage 5 von 32

In the baseline platform configuration, the Post News Related Link on a Problem Record will generate Knowledge Article that includes information mapped from the Problem Record. What will be the Workflow state of the new Article?

Wähle eine der folgenden:

Erklärung

Frage 6 von 32

Under which circumstances would a Knowledge Article Author set the Display Attachments field to false on an Article that HAS attachments?

Wähle eine der folgenden:

Erklärung

Frage 7 von 32

Which of the following approaches is used to display a Variable from a Requested Item on a Catalog Task form?

Wähle eine der folgenden:

Erklärung

Frage 8 von 32

Which of the following is a potential benefit of implementing Incident Management?

Wähle eine der folgenden:

Erklärung

Frage 9 von 32

Which feature may be used to track trends related to the average resolution time by priority for Incidents compared to other customers in the same industry / number of users / region?

Wähle eine der folgenden:

Erklärung

Frage 10 von 32

Which platform feature is used to determine whether an Incident meets the conditions for First Call Resolution?

Wähle eine der folgenden:

Erklärung

Frage 11 von 32

Which field on the Incident table automatically tracks the TOTAL elapsed time between when an Incident is created until the time it is resolved?

Wähle eine der folgenden:

Erklärung

Frage 12 von 32

Which of the following can be used to standardize the body of outbound email notifications?

Wähle eine der folgenden:

Erklärung

Frage 13 von 32

Which of the following outlines the ways Changes may be related to Incidents?

Wähle eine der folgenden:

Erklärung

Frage 14 von 32

On an Incident form, Category and Subcategory fields include a drop-down list of potential field values to allow users to categorize Incidents. Which table stores the list of potential field values displayed in these two fields?

Wähle eine der folgenden:

Erklärung

Frage 15 von 32

In the baseline platform configuration, which Incident Management function is lmited to users with roles of either itil_admin or admin?

Wähle eine der folgenden:

Erklärung

Frage 16 von 32

In the baseline platform configuration, who can create Change Requests?

Wähle eine der folgenden:

Erklärung

Frage 17 von 32

In which situation would an Order Guide be used?

Wähle eine der folgenden:

Erklärung

Frage 18 von 32

Which of the following components can be turned on or off in the Service Catalog Cart Layout?

Wähle eine der folgenden:

Erklärung

Frage 19 von 32

User Criteria is used to determine who may order Items in a Service Catalog Category.

Wähle eins der folgenden:

Erklärung

Frage 20 von 32

In Problem Management, when the State of a Problem
changes to Closed/Resolved, what updates are made to
the associated Incidents? (Assume associated Incidents
have a State of On Hold and On Hold Reason of Awaiting
Problem.)

True or False: Every Catalog Item uses the same workflow
to manage approvals.