ITSM 3

Question 1 of 32

1

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

Select one of the following:

True
False

Explanation

Question 2 of 32

1

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

Select one of the following:

Endorsed
Flag Article
Helpful (Yes / No)
Rate Article

Explanation

Question 3 of 32

1

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

Select one of the following:

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

Explanation

Question 4 of 32

1

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

Select one of the following:

True
False

Explanation

Question 5 of 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?

Select one of the following:

Draft
New
Review
Published

Explanation

Question 6 of 32

1

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

Select one of the following:

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

Explanation

Question 7 of 32

1

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

Select one of the following:

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

Explanation

Question 8 of 32

1

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

Select one of the following:

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

Explanation

Question 9 of 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?

Select one of the following:

Performance Analytics
Scheduled Reports
Benchmarks
Reporting

Explanation

Question 10 of 32

1

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

Select one of the following:

First Call Resolution field
Business Rule
Metric
Benchmark

Explanation

Question 11 of 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?

Select one of the following:

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

Explanation

Question 12 of 32

1

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

Select one of the following:

Email Templates
Inbound Action
Email Client
Variable Sets

Explanation

Question 13 of 32

1

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

Select one of the following:

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

Explanation

Question 14 of 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?

Select one of the following:

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

Explanation

Question 15 of 32

1

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

Select one of the following:

Close Incident
Archive Incident
Delete Incident
Reopen Incident

Explanation

Question 16 of 32

1

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

Select one of the following:

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

Explanation

Question 17 of 32

1

In which situation would an Order Guide be used?

Select one of the following:

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

Explanation

Question 18 of 32

1

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

Select one of the following:

Delete Item
Add to Wish List
Quantity
Calculate Shipping

Explanation

Question 19 of 32

1

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

Select one of the following:

True
False

Explanation

Question 20 of 32

1

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

Select one of the following:

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

Explanation

Question 21 of 32

1

Change Management uses 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 22 of 32

1

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

Select one of the following:

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

Explanation

Question 23 of 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.)

Select one of the following:

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.

Explanation

Question 24 of 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?

Select one of the following:

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

Explanation

Question 25 of 32

1

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

Select one of the following:

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

Explanation

Question 26 of 32

1

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

Select one of the following:

True
False

Explanation

Question 27 of 32

1

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

Select one of the following:

True
False

Explanation

Question 28 of 32

1

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

Select one of the following:

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

Explanation

Question 29 of 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.

Select one of the following:

True
False

Explanation

Question 30 of 32

1

The Knowledge [kb_knowledge] table is extended from _________

Select one of the following:

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

Explanation

Question 31 of 32

1

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

Select one of the following:

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

	Created by Everlyn Yamamoto over 4 years ago

Quiz on ITSM 3, created by Everlyn Yamamoto on 09/03/2020.

ITSM 3

Question 1 of 32

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

Select one of the following:

Explanation

Question 2 of 32

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

Select one of the following:

Explanation

Question 3 of 32

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

Select one of the following:

Explanation

Question 4 of 32

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

Select one of the following:

Explanation

Question 5 of 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?

Select one of the following:

Explanation

Question 6 of 32

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

Select one of the following:

Explanation

Question 7 of 32

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

Select one of the following:

Explanation

Question 8 of 32

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

Select one of the following:

Explanation

Question 9 of 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?

Select one of the following:

Explanation

Question 10 of 32

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

Select one of the following:

Explanation

Question 11 of 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?

Select one of the following:

Explanation

Question 12 of 32

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

Select one of the following:

Explanation

Question 13 of 32

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

Select one of the following:

Explanation

Question 14 of 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?

Select one of the following:

Explanation

Question 15 of 32

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

Select one of the following:

Explanation

Question 16 of 32

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

Select one of the following:

Explanation

Question 17 of 32

In which situation would an Order Guide be used?

Select one of the following:

Explanation

Question 18 of 32

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

Select one of the following:

Explanation

Question 19 of 32

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

Select one of the following:

Explanation

Question 20 of 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.