ITSM

Question 1 of 60

1

Once an Incident is placed in a Resolved
State, the Caller may no longer re-open the Incident.

Select one of the following:

True
False

Explanation

Question 2 of 60

1

Common recurring Catalog Variables can be grouped and
standardized using:

Select one of the following:

Variable Choice Lists
Variable sets
Update Sets
Insert and Stay

Explanation

Question 3 of 60

1

Which platform feature is used to track field value durations, such as the length of time an Incident spent in each State or the length of time an Incident was assigned to each group?

Select one of the following:

Key Performance Indicator (KPI)
Metric
Database view
Audit

Explanation

Question 4 of 60

1

Fill in the blanks:
_ is primarily focused on the details needed to manage and operate hardware and software.

_ is primary focused on the financial aspects of hardware and software.

Select one of the following:

Configuration Management, Asset Management
Asset Management, Configuration Management
IT Operations Management, IT Financial Management
IT Service Management, IT Financial Management

Explanation

Question 5 of 60

1

In the baseline configuration, Service Level Agreements use percentages of SLA Duration to determine when to send Breach Warnings and Breach Notice notifications.

Select one of the following:

True
False

Explanation

Question 6 of 60

1

In which phase of the Incident Management lifecycle do Incidents typically get escalated?

Select one of the following:

Initial Analysis and Submission
Creation and Classification
Investigation and Diagnosis
Resolution and Closure

Explanation

Question 7 of 60

1

Which of the following is NOT a consideration when determining the need for multipe Service Catalogs?

Select one of the following:

Audience
Delegation of Catalog Administration
Size of the company
Services and Types of Service

Explanation

Question 8 of 60

1

In Change Management, the Risk Calculator is used to:

Select one of the following:

Determine just the Risk of the Change based on Risk Conditions
Determine the priority of the Change
Determine the Risk and Impact of the Change based on Risk Conditions
Determine the Risk of the Change based on the responses to a Risk Assessment Survey

Explanation

Question 9 of 60

1

Which of the following represents a benefit of implementing Knowledge Management?

Select one of the following:

Deflecting the creation of Incidents so users may help themselves with common issues
Provide continous feedback loops to improve staff efficiency
Automatic routing of Incidents to the appropriate Assignment Group
Proactively suggest Knowledge Articles to users at key points in a process

Explanation

Question 10 of 60

1

Problem Management Investigation and Diagnosis activities include __________.

Select one of the following:

Implement a Change
Prioritize and Categorize the Problem
Obtain Problem Manager Approval
Conduct a Root Cause Analysis

Explanation

Question 11 of 60

1

A Parent Incident is updated to reflect a new Priority and a new Assignment Group. Which of the following represents corresponding updates made automatically to child Incidents?

Select one of the following:

Only the Priority is set on child Incidents
No automatic updates are made to child Incidents
The new Priority and Assignment Group are set on Active child Incidents
The new Priority and Assignment Group are set on child Incidents

Explanation

Question 12 of 60

1

Best Practices for using Service Catalog Categories include __________.

Select one of the following:

Organize Categories in a way that your audience will understand
A 'VIP' decoration is displayed next to the Caller field
SLA workflow conditions for VIP trigger additional notifications to the manager of the Assignment Group
The Priority field calcultation is adjusted to increase Priority by 1

Explanation

Question 13 of 60

1

What is the name of the view that can be configured to control the fields displayed when a user hovers over te reference icon next to a reference field?

Select one of the following:

mobile
tool_tip
reference_view
sys_popup

Explanation

Question 14 of 60

1

In the baseline platform configuration, a end-user with no assigned roles can read an Incident when they are _________.

Select one of the following:

Caller or the Caller's Delegate
Caller, Opened By or on the Work Notes List
Caller, Opened By or on the Watch List
Opened By or the Configuration Item's business owner

Explanation

Question 15 of 60

1

An Order Guide can include multiple Items. Items have common variables, such as Shipping Location, and Requester. Which field on the Order Guide, when set to true, automatically copies the common variable values to corresponding variables on each included Item?

Select one of the following:

Cascade Variables
Global Variables
Copy Repeat Variables
Duplicate Variables

Explanation

Question 16 of 60

1

When referring to the State of an Incident in server-side code (such as in a Script Include, Business Rule, or UI Action), which method is the preferred way to refer to the State field value?

Select one of the following:

Use the getDisplayValue() method to retrieve the Label associated with the State field value
Use the value of the choice option, such as 2 to refer to a State of In Progress
If a Constant has been defined, such as Incident.State.IN_PROGRESS, use the Constant

Explanation

Question 17 of 60

1

Which field on a Configuration Item record may be used to expedite Incident routing and resolution?

Select one of the following:

Approval group [change_control]
Support Group [support_group]
Maintenance Schedule [maintenance_schedule]
Due Date [due]

Explanation

Question 18 of 60

1

Which of the following describes the way Changes may be related to Incidents?

Select one of the following:

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

Explanation

Question 19 of 60

1

Which of the following actions on the Incident table require the itil_admin role?

Select one of the following:

Archive Incident
Close Incident
Delete Incident
Update Incident

Explanation

Question 20 of 60

1

Which of the following statements reflects when the Actual Start and Actual End date fields are populated on a Change
Request? Actual start is set when the __________.

Select one of the following:

State changes to Implement. Actual End is set when the State changes to Review
First Implementation Change Task is updateActual End is set when the final Implementation Change Task is Closed
State changes to ScheduleActual End is set when the State changes to Review
State changes to Implement. Actual End is set when the State changes to Closed

Explanation

Question 21 of 60

1

Which key performance indicators can be influenced by effective Problem Management? Select all that apply

Select one or more of the following:

Average time to close a Problem
% of high priority Problems
Average Time to Resolve a High Priority Incident
% of Incidents Resolved on First Contact

Explanation

Question 22 of 60

1

Which of the following ITIL terms refers to the cause of one or more Incidents that is typically unknown at the time of detection?

Select one of the following:

Problem
Issue
Configuration Item
Unknown Error

Explanation

Question 23 of 60

1

In the baseline configuration, ONLY Emergency Changes require a Post-Implementation Review (PIR).

Select one of the following:

True
False

Explanation

Question 24 of 60

1

The Change Management lifecycle steps, in order, include:

Select one of the following:

Creation and Scoping -> Approval -> Control -> Closure
Creation and Scoping -> Approval -> Implementation -> Closure
Creation and Scoping -> Approval -> Implementation -> Resolution -> Closure
Creation and Scoping -> Implementation -> Review -> Closure

Explanation

Question 25 of 60

1

When the Change Management - Risk Management plugin is enabled, which of the following statements reflects how the Risk of a Change Request will be set?

Select one of the following:

Risk will be set to the average Risk value evaluated by the Risk Calculator and Risk Assessment
Risk will be set to the lowest Risk value evaluated by the Risk Calculator and Risk Assessment
Risk will be set to the highest Risk value evaluated by the Risk Calculator and Risk Assessment

Explanation

Question 26 of 60

1

On the Change Record form, the Process Flow Formatter is used to __________.

Select one of the following:

Configure the Change Management lifecycle
Visually depict the Change Workflow
Show the current State of Change
Show State history of a Change

Explanation

Question 27 of 60

1

Which of the following features are available through the Change Management - CAB Workbench application? Select all that apply.

Select one or more of the following:

Invite delegates to CAB meetings to discuss specific Changes
Assign Changes
Approve Changes in bulk (approve multiple Changes at once)
Determine CAB agenda with a specified amount of time allocated to each Change
Update Work Notes on Changes based on meeting minutes added while a Change is active agenda item
Define filters to determine which Changes appear on CAB meeting agendas

Explanation

Question 28 of 60

1

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

Select one of the following:

True
False

Explanation

Question 29 of 60

1

In the baseline platform configuration, when a Knowledge Article is flagged by a user as being incomplete or incorrect, a notification is sent to the Knowledge Base Owner.

Select one of the following:

True
False

Explanation

Question 30 of 60

1

Knowledge Ratings are stored in the _________ table.

Select one of the following:

Knowledge [kb_knowledge]
Knowledge Feedback [kb_feedback]
Knowledge Base [kb_knowledge_base]
Knowledge Searches [ts_query_kb]

Explanation

Question 31 of 60

1

In a Service Catalog, Content Items can include each of the following EXCEPT:

Select one of the following:

Templates
Links to locations specified in a Application navigation module
Cross-references to Catalog content
Links to Knowledge Articles

Explanation

Question 32 of 60

1

On an Incident, which of the following conditions will trigger the Reopen Count field value to be incremented?

Select one of the following:

State changes from Resolved to Open
Update to an associated Problem Record
Submission of an Incident by the same Caller with an identical Short Description
Assignment Group changes from Service Desk to Software Group

Explanation

Question 33 of 60

1

When does a State of On Hold pause an SLA?

Select one of the following:

Never
Depends upon the SLA conditions
Always

Explanation

Question 34 of 60

1

Which of the following is NOT included in the Incident Management Lifecycle?

Select one of the following:

Creation and Classification
Approval and Fulfillment
Resolution and Closure
Investigation and Diagnosis

Explanation

Question 35 of 60

1

How are Additional Comments and Work Notes intended to be used in notifications?

Select one of the following:

ServiceNow merely offers both so customers may choose whether to use one, both, or neither
Additional Comments - communicate with IT staff; Work Notes - communicate with end users
Additional Comments - communicate with end users; Work Notes - communicate with IT staff
Additional Comments - communicate with IT staff and end users; Work Notes - system generated log of updates

Explanation

Question 36 of 60

1

Which mechanism is used to set the number of days (integer) after which Resolved Incidents are automatically closed?

Select one of the following:

Workflow
Script Include
System Property
Business Rule

Explanation

Question 37 of 60

1

Which role is required to close a Problem?

Select one of the following:

itil
itil_admin
The system automatically closes Problems
problem
puck_from_a_midsummer_nights_dream

Explanation

Question 38 of 60

1

Which of the following is the GOAL of Problem Management?

Select one of the following:

Prevent Problems and resulting Incidents from happening, to eliminate recurring Incidents, and to minimize impact of Incidents that cannot be prevented
Detect and correlate operational alerts or communications generated by infrastructure items to manage operations and prevent problems in the environment
Manage improvement to processes and services in order to increase efficiency, effectiveness, and cost effectiveness
Restore normal service operation as quickly as possible and minimize the adverse impact of Incidents on business operations, thus ensuring that the best possible levels of service quality and availability are maintained

Explanation

Question 39 of 60

1

In Problem Management, which element must be edited to modify the field mappings when Knowledge Articles are generated from ACTIVE Problem records?

Select one of the following:

Post News or Post Knowledge UI Actions
Problem Create Knowledge Business Rule
Problem to Knowledge Transform Map
ProblemUtil Script Include

Explanation

Question 40 of 60

1

The Standard Change Template [std_change_record_producer] table is extended from the ____.

Select one of the following:

Template [sys_template]
Task [task]
Change Request [change_request]
Record Producer [sc_cat_item_producer]

Explanation

Question 41 of 60

1

In Change Management, manually added Change Tasks allow the Change owner to maintain accountability for a Change Request while assigning the individual implementation steps to other groups or individuals.

Select one of the following:

True
False

Explanation

Question 42 of 60

1

What is the default number of days (integer) after which Resolved Incidents are automatically closed?

Select one of the following:

Five working days
Three Days
Five Days
Seven Days

Explanation

Question 43 of 60

1

Which two fields are used to calculate priority on an Incident?

Select one of the following:

Severity and Urgency
VIP and Impact
Impact and Urgency
Business Criticality and Urgency

Explanation

Question 44 of 60

1

Which one of the following is the GOAL of Incident Management?

Select one of the following:

Conduct root-cause analysis to determine and resolve the cause of events
Restore normal service operation as quickly as possible with minimal disruption to the business
An unplanned interruption to IT service or reduction of the quality of an IT service
Prevent disruptions to normal service operations to maximize user productivity

Explanation

Question 45 of 60

1

In Incident Management , which of the following States are considered Active?

Select one of the following:

New, In Progress, On Hold, Resolved
New, In Progress, Resolved
New, In Progress, On Hold, Resolved, Closed, Cancelled
New, In Progress, On Hold

Explanation

Question 46 of 60

1

Which ServiceNow feature allows users to contact the Service Desk agents using Chat Queues and allows Service Desk agents to open Incidents directly from Chat sessions with users?

Select one of the following:

Social Q&A
Connect Support
Employee Self-Service
Embedded Help

Explanation

Question 47 of 60

1

Users with the itil role can delete an Incident.

Select one of the following:

True
False

Explanation

Question 48 of 60

1

Guided Setup provides step-by-step instructions for loading Foundational Data, which includes __________.

Select one of the following:

Users, Roles, SLAs
Companies, Users, Groups, Roles, Departments, Locations
Companies, Users, Groups, Roles, Departments, Locations, and Catalog Items
Groups, Group Members, Priorities

Explanation

Question 49 of 60

1

Under which circumstances can a user with the itil role create a Problem record from an Incident record?

Select one of the following:

When the Incident is not Closed
An itil user can create a Problem record from an Incident at any time
When the Incident is not Closed and when there is not already an existing Problem associated with the Incident
When there is not already an existing Problem associated with the Incident

Explanation

Question 50 of 60

1

The Incident Task [incident_task] table is extended from the _________ table.

Select one of the following:

Incident [incident]
Application File [sys_metadata]
CMDB [cmdb]
Task [task]

Explanation

Question 51 of 60

1

When viewing a list of Tasks, which field identifies whether the Task is an Incident, Problem, Change, etc.?

Select one of the following:

Domain [sys_domain]
Correlation ID [correlation_id]
Number [number]
Task Type [sys_class_name]

Explanation

Question 52 of 60

1

Which of the following is NOT a typical method to propose a new Standard Change?

Select one of the following:

In the Standard Change Proposals Table, click 'New' and submit the record
In the Standard Change Catalog, under Template Management, select 'Propose a new Standard Change Template'
Toggle the Template Bar on an Existing Change and click + to add a new Template
Right-click on an existing Change and select 'Propose a Standard Change Template'

Explanation

Question 53 of 60

1

In the baseline platform configuration, if a Change approver rejects an approval for a Normal Change, what will the State of the Change be set to?

Select one of the following:

Rejected
Assess
New

Explanation

Question 54 of 60

1

In the baseline platform configuration for an Emergency Change, __________ is required before a Change can be scheduled.

Select one of the following:

Configuration Item identified
Peer Approval
Justification, Change Plan, Test Plan, and Execute Plan
CAB Approval

Explanation

Question 55 of 60

1

In Problem Management, when using the Communicate Workaround Related Link, which of the following conditions must be met for the workaround to be communicated? Select all that apply

Select one or more of the following:

Incident must be Active
Incident is in a State of On Hold with an On Hold Reason of Pending Problem
The Workaround field must be updated immediately before the user selects Communicate Workaround
Incident is associated with the Problem record

Explanation

Question 56 of 60

1

In the baseline platform configuration, the Problem States include _________.

Select one of the following:

Open, Pending Change, Known Error, Closed/Resolved
New, In Progress, On Hold, Resolved, Closed, Canceled
Open, In Progress, Closed
New, Assess, Review, Closed

Explanation

Question 57 of 60

1

Conflict Detection must be triggered manually for Changes using the Check Conflicts UI action.

Select one of the following:

True
False

Explanation

Question 58 of 60

1

Select the ServiceNow functionality that may be used in the Assess phase of Change Management to evaluate the potential impact of a Change.

Select one of the following:

Social Q&A
Knowledge Management
Post-Implementation Review
Risk Assessment

Explanation

Question 59 of 60

1

What is the minimum role required for a user to create an Emergency Change?

Select one of the following:

itil
change_manager
itil_admin
cab_manager

Explanation

Question 60 of 60

1

In the baseline platform configuration, which of these are required when closing a Normal Change? Select all that apply

Select one or more of the following:

Close Notes
Post-Implementation Review
Close Code
CAB Approval

	Created by Everlyn Yamamoto over 4 years ago

Esse questionário foi criado com o intuito de complementar os estudos de quem está se preparando para tirar a CIS-ITSM em ServiceNow

Question 1 of 60

Once an Incident is placed in a Resolved State, the Caller may no longer re-open the Incident.

Select one of the following:

Explanation

Question 2 of 60

Common recurring Catalog Variables can be grouped and standardized using:

Select one of the following:

Explanation

Question 3 of 60

Which platform feature is used to track field value durations, such as the length of time an Incident spent in each State or the length of time an Incident was assigned to each group?

Select one of the following:

Explanation

Question 4 of 60

Fill in the blanks: _______________ is primarily focused on the details needed to manage and operate hardware and software. _______________ is primary focused on the financial aspects of hardware and software.

Select one of the following:

Explanation

Question 5 of 60

In the baseline configuration, Service Level Agreements use percentages of SLA Duration to determine when to send Breach Warnings and Breach Notice notifications.

Select one of the following:

Explanation

Question 6 of 60

In which phase of the Incident Management lifecycle do Incidents typically get escalated?

Select one of the following:

Explanation

Question 7 of 60

Which of the following is NOT a consideration when determining the need for multipe Service Catalogs?

Select one of the following:

Explanation

Question 8 of 60

In Change Management, the Risk Calculator is used to:

Select one of the following:

Explanation

Question 9 of 60

Which of the following represents a benefit of implementing Knowledge Management?

Select one of the following:

Explanation

Question 10 of 60

Problem Management Investigation and Diagnosis activities include __________.

Select one of the following:

Explanation

Question 11 of 60

A Parent Incident is updated to reflect a new Priority and a new Assignment Group. Which of the following represents corresponding updates made automatically to child Incidents?

Select one of the following:

Explanation

Question 12 of 60

Best Practices for using Service Catalog Categories include __________.

Select one of the following:

Explanation

Question 13 of 60

What is the name of the view that can be configured to control the fields displayed when a user hovers over te reference icon next to a reference field?

Select one of the following:

Explanation

Question 14 of 60

In the baseline platform configuration, a end-user with no assigned roles can read an Incident when they are _________.

Select one of the following:

Explanation

Question 15 of 60

An Order Guide can include multiple Items. Items have common variables, such as Shipping Location, and Requester. Which field on the Order Guide, when set to true, automatically copies the common variable values to corresponding variables on each included Item?

Select one of the following:

Explanation

Question 16 of 60

When referring to the State of an Incident in server-side code (such as in a Script Include, Business Rule, or UI Action), which method is the preferred way to refer to the State field value?

Select one of the following:

Explanation

Question 17 of 60

Which field on a Configuration Item record may be used to expedite Incident routing and resolution?

Select one of the following:

Explanation

Question 18 of 60

Which of the following describes the way Changes may be related to Incidents?

Select one of the following:

Explanation

Question 19 of 60

Which of the following actions on the Incident table require the itil_admin role?

Select one of the following:

Explanation

Question 20 of 60

Which of the following statements reflects when the Actual Start and Actual End date fields are populated on a Change Request? Actual start is set when the __________.

Once an Incident is placed in a Resolved
State, the Caller may no longer re-open the Incident.

Common recurring Catalog Variables can be grouped and
standardized using:

Fill in the blanks:
_ is primarily focused on the details needed to manage and operate hardware and software.

_ is primary focused on the financial aspects of hardware and software.

Which of the following statements reflects when the Actual Start and Actual End date fields are populated on a Change
Request? Actual start is set when the __________.