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CIS - ITSM

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servicenow Tecnologia Quiz am CIS - ITSM, erstellt von Carol Licre am 13/05/2021.
Carol Licre
Quiz von Carol Licre, aktualisiert more than 1 year ago
Carol Licre
Erstellt von Carol Licre vor etwa 3 Jahre
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Zusammenfassung der Ressource

Frage 1

Frage
SLA sends notifications at certain events defined in the workflow. By default, SLA notifications are sent on three occasions. the first one is:
Antworten
  • 10%
  • 50%
  • 75%
  • SLA is breached

Frage 2

Frage
What are the three types of a CHANGE?
Antworten
  • Normal, Expedited, Emergency
  • Standard, Expedited, Emergency
  • Emergency, Standard and Informational
  • Standard, Emergency, and Normal

Frage 3

Frage
Problem task state transitions. Select all that aply.
Antworten
  • New
  • Assess
  • Work in Progress
  • Closed
  • Cancel

Frage 4

Frage
When does an incident marked with Knowledge = True generate an article?
Antworten
  • State = Closed
  • State = Draft
  • State = Resolved
  • State = Open

Frage 5

Frage
What is the best variables to get a user location from a catalog item?
Antworten
  • Data Lookup
  • Reference
  • List Collector

Frage 6

Frage
Change Approval Definition: Select all the choices for the field "wait_for" :
Antworten
  • First Reponse
  • Percentage of Approval
  • All Responses
  • Percentage of Users

Frage 7

Frage
Role problem_coordinator contains:
Antworten
  • itil
  • itil_admin
  • problem_task
  • problem_task_analyst

Frage 8

Frage
What are the tables for plugin Release Management v2?
Antworten
  • Rm_product; Rm_release; Rm_release_phase; Rm_feature; Rm_task
  • Rm_product; Rm_closed; Rm_release; Rm_start; Rm_task
  • Rm_product; Rm_release; Rm_release_phase; Rm_start; Rm_record_producer

Frage 9

Frage
What is NOT the goal for Change Management?
Antworten
  • Improve the quality of changes and reduce the potential for change induced incidents by ensuring that a standard methodology is used to handle all changes and control the impact upon the day-to-day operations of the organization.
  • Manage the business risks at a high level
  • Increase emergency changes
  • Deliver successful changes at the first attempt.

Frage 10

Frage
What is NOT a way to export in XML?
Antworten
  • Form Export
  • Related Lists
  • List Export
  • URL Export

Frage 11

Frage
Several types of components are installed with activation of the Release Management v2 plugin, including tables and user roles. Select all the user roles that aply:
Antworten
  • Release Admin [release_v2_admin]
  • Release User [release_user]
  • Release User [release_v2_user]
  • Release Admin [release_admin]

Frage 12

Frage
Which encompasses Release Management v2 application in ServiceNow? Select all that apply:
Antworten
  • Planning
  • Design
  • Produce
  • Build
  • Configuration
  • Testing

Frage 13

Frage
Which role can DELETE a Problem? select all that apply:
Antworten
  • Problem_user
  • Problem_admin
  • itil
  • itil_admin

Frage 14

Frage
Which role to access problems already solved / closed
Antworten
  • Problem_user
  • Problem_admin
  • itil_admin
  • itil

Frage 15

Frage
What fields are added to the planned task with the Release Management v2 plugin?
Antworten
  • Release Phase; Release Type; Sys ID; Visited States
  • Release Phase; Release Type; ID; States
  • Release Phase; Release Build; Sys ID; Visited States
  • Release Testing; Release Type; Sys ID; Visited States

Frage 16

Frage
When a request is closed? Choose 3:
Antworten
  • When all tasks are closed
  • Manually
  • 7 days of inactivity
  • When one of the tasks are closed incomplete

Frage 17

Frage
What are the release phases for release tasks? (Choose 4)
Antworten
  • Planning
  • Testing
  • Build and Deploy
  • Governance Review
  • Design

Frage 18

Frage
Where is the priority data lookup for a problem record defined?
Antworten
  • Data lookup tables
  • Priority Problem Lookup table
  • Task table

Frage 19

Frage
What CANNOT be accomplished by a Catalog UI Policy?
Antworten
  • Hide a catalog category
  • Hide a catalog
  • Hide a catalog field

Frage 20

Frage
If no sys_popup view is defined for a table then what will be used when hovering over the Reference Icon?
Antworten
  • Default view
  • Empty
  • Personalise View
  • Reference View

Frage 21

Frage
Under which circumstances is it appropriate to leave a Problem record in a State of Known Error?
Antworten
  • Never
  • 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

Frage 22

Frage
In order for the communicate fix to be applied, what is necessary?
Antworten
  • Incident is linked to the problem
  • Fix notes is not empty
  • Incident is in state ‘On hold’ and on hold reason ‘Awaiting Problem’
  • Incident in state of resolved

Frage 23

Frage
Which process role is responsible for the smooth operation of the Change Management process within an organization?
Antworten
  • Emergency Change Advisory Board
  • Change Advisory Board
  • Cab Meeting

Frage 24

Frage
When enabled, at what state does a knowledge article get created from an incident?
Antworten
  • Incident Closure
  • Incident Resolved
  • Incident Active
  • Incident On Hold

Frage 25

Frage
What was migrated from Release Management v2?
Antworten
  • Tables
  • Product Hierarchy
  • Parent child relationship
  • Standard Time

Frage 26

Frage
In Problem task states, how can you impose prerequisites or limits for moving from one state to another?
Antworten
  • ProblemTaskStateUtils script include.
  • ProblemTaskState
  • ProblemTaskStage

Frage 27

Frage
Role for configure knowledge workflows?
Antworten
  • Admin
  • Itil_admin
  • itil
  • workflow_admin

Frage 28

Frage
What types of Configuration items the Discovery module can integrate?
Antworten
  • Any CI with an IP address
  • Any CI
  • Any CI with an DNS adress

Frage 29

Frage
Duration time is measured by...
Antworten
  • Total elapsed time from create to resolve using 24 hour clock
  • Total elapsed time from create to resolve during work hours
  • Total elapsed time from create to closed
  • Total elapsed time from create to closed using 24 hour clock

Frage 30

Frage
What service catalog do you need to choose if you want only one workflow per item?
Antworten
  • Catalog Items
  • Categories
  • Execution Plan

Frage 31

Frage
When configuring stage in Flow Designer, you can (choose 4)
Antworten
  • Create any number of stages
  • Change Stage labels and names
  • Set the estimated duration for a stage
  • Import a copy of a pre-defined stage from the Stage Sets Table.
  • Create a defined number of stages
  • Set the limit for the duration
  • Export a copy of a pre-defined stage from the Stage Sets Table.

Frage 32

Frage
How to view the relationship of the data?
Antworten
  • Dependency View
  • Table
  • Configuration Item
  • Hierarchy

Frage 33

Frage
Who can change the user criteria?
Antworten
  • catalog_admin
  • user_criteria_admin
  • itil_admin
  • catalog_user

Frage 34

Frage
What is the table that runs the workflow for each catalog item?
Antworten
  • sc_req_item
  • sc_request
  • sc_task
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