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ITSM 2

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Quiz on ITSM 2, created by Everlyn Yamamoto on 09/03/2020.
Everlyn Yamamoto
Quiz by Everlyn Yamamoto, updated more than 1 year ago
Everlyn Yamamoto
Created by Everlyn Yamamoto over 4 years ago
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Resource summary

Question 1

Question
In Change Management, which record should be modified to restrict when a Change can move to a specific state?
Answer
  • ChangeRequestStateModel Script Include
  • ChangeRequest Script Include
  • ChangeRequestStateModelSNC Script Include
  • UI Action for the State Transition

Question 2

Question
A customer would like to modify the wording that appears when a user selects Change > Create New. Which type of record must be adjusted?
Answer
  • Change Type Data Lookup
  • Application Module
  • Interceptor
  • Language File

Question 3

Question
Change Tasks generated by the Change Request - Normal Change tasks workflow should include:
Answer
  • All implementation tasks for a specific Change
  • Approval and scheduling tasks for Normal Changes
  • Standard, administrative tasks common to all Normal Changes
  • Automated tasks to be completed by the System Scheduler

Question 4

Question
When evaluating Change Request States in a Script Include, which is the preferred method for referencing a State?
Answer
  • Use the g_form.getValue function to retrieve the State field value
  • Use the .getDisplayValue function to retrieve the State field value
  • Use the State field value, such as -2
  • Use the State name Constant, such as ChangeRequestStateHandler.SCHEDULED

Question 5

Question
Which of the following statements is true when the Change Management - Risk Assessment plugin is enabled?
Answer
  • Risk Assessment replaces the Risk Calculator to determine Risk for a Change
  • Both the Risk Calculator and Risk Assessment are used to determine Risk for a Change
  • Risk is automatically calculated on update of a Change
  • A Risk Assessment is required for all Normal and Emergency Changes

Question 6

Question
Which of the following is NOT a method for creating Knowledge Articles within ServiceNow?
Answer
  • Direct creation by a user with the 'knowledge' role
  • Import from a Microsoft Word document
  • Generated from Incident or Problem records
  • Generate from a Scheduled Report with a Target = Article

Question 7

Question
Which of the following represents how Knowledge Management subscriptions and article versioning are enabled?
Answer
  • Features are enaled by default in baseline Jakarta instances
  • Customizations to Knowledge Management
  • Knowledge Base setting on each Knowledge Base
  • Activation of the Knowledge Management Advanced Plugin

Question 8

Question
Which mechanism is used to specify who can read Articles and who can contribute Articles in a Knowledge Base?
Answer
  • Access Control Rules
  • User Criteria
  • Filter Criteria
  • Knowledge Category Attributes

Question 9

Question
Which condition must be met to have a Knowledge Article display on the Knowledge Home Page in the Featured Content section?
Answer
  • A record must be created in the Featured Content [kb_knowledge_keyword] table referencing the Article and a keyword of "featured_content"
  • The Article must have a 4star rating and be among the top 10 articles most frequently attached to Tasks
  • The Feature field on the Article must be set to true
  • A record must be created in the Featured Content [kb_knowledge_keyword] table referencing the Article and a keyword of "homepage"

Question 10

Question
What Knowledge Management capability allows users to ask and answer questions amongst peers within a Knowledge Base?
Answer
  • Connect Chat
  • Collaboration
  • Social Q&A
  • Feedback

Question 11

Question
How is access to Knowledge Articles administered?
Answer
  • User Criteria and User Roles
  • User Roles
  • Filter Conditions on the Knowledge Base
  • User Criteria and Entitlements

Question 12

Question
What are the primary record types in Configuration Management?
Answer
  • Asset Item (AI) and Configuration Item (CI)
  • Asset Item (AI) and Relationship Type
  • Relationship Type and Configuration Item (CI)
  • Business Service and Configuration Item (CI)

Question 13

Question
Given the class structure below, which types of CIs will be included in a report run against the cmdb_ci_computer table? - cmdb ---- cmdb_ci ---- ---- cmdb_ci_hardware ---- ---- ---- cmdb_ci_computer ---- ---- ---- ---- cmdb_ci_server ---- ---- ---- ---- ---- ---- cmdb_ci_win_server ---- ---- ---- ---- ---- ---- cmdb_ci_linux_server ---- ---- ---- ---- ---- ---- cmdb_ci_unix_server ---- ---- ---- ---- cmdb_ci_pc_hardware
Answer
  • Just CIs defined directly in cmdb_ci_computer
  • CIs defined directly in the cmdb_ci_computer and all parent classes
  • CIs defined directly in the cmdb_ci_computer and all child classes

Question 14

Question
A customer has a requirement to include a Catalog Item to order Microsoft Access in several Categories so that users can find it easily. What is the best way to do this?
Answer
  • List the Categories in the Catalog Item's Description field
  • Add additional Categories in the Catalog Item's Categories Related List
  • Copy the Catalog Item and associate a copy with each Category
  • Build the item as an Order Guide

Question 15

Question
On a Service Catalog Item, a customer has a requirement that the start_date is before the end_date. Which approach is recommended to satisfy this requirement?
Answer
  • Create a Business Rule that runs on Insert or Update of the Item
  • Create a Catalog Client Script that triggers on Submit of the Item
  • Create a Catalog Client UI Policy that triggers on Load of the Item
  • Create a Validation Script and associate it to the Item

Question 16

Question
Which of the following can be used as a 'non-code' alternative for some Catalog Client Scripts to populate data on an Item?
Answer
  • Catalog Data Lookup
  • Catalog Client Script
  • Variable Set
  • Catalog UI Policy

Question 17

Question
For each Requested Item, a _________ enables the approval and delivery of that Item.
Answer
  • User Criteria
  • Work Order
  • Workflow
  • Catalog Item

Question 18

Question
A Requested Item may be associated with one or more Requests.
Answer
  • True
  • False

Question 19

Question
Which of the following Service Catalog records may serve as a container for multiple Requested Items?
Answer
  • Service Catalog Task
  • Requested item
  • Request
  • Catalog Order

Question 20

Question
The Requested Item [sc_req_item] table is extended directly from the Task [task] table.
Answer
  • True
  • False

Question 21

Question
Primary tables associated with Request Fulfillment begin with the prefix __________.
Answer
  • req_
  • rf_
  • sc_
  • rm_

Question 22

Question
Which one of the following represents the overall lifecylce of a Request?
Answer
  • Approval -> Submittal -> Delivery -> Resolution
  • Approval -> Submittal -> Fulfillment -> Closure
  • Submittal -> Approval -> Fulfillment -> Closure
  • Submittal -> Approval -> Resolution -> Closure

Question 23

Question
In the baseline configuration for Service Catalog workflows, which of the following statements are true? Select all that apply
Answer
  • Approvals will be skipped if there are no members in the approval group
  • Execution plans are used instead of Workflows
  • Requests with a value over $1000 require manager approval
  • All Requested Items require manager approval

Question 24

Question
Which type of records use the default Variables Editor (formatter) to display Catalog Item Variables on a form?
Answer
  • Tasks created from Record Producers, Requests, Requested Items
  • Requested Item records, Catalog Task record, and all Tasks created by Record Producers
  • Any type of record created from Record Producers
  • Requested Item records, Catalog Task records, and Request records

Question 25

Question
Which of the following may NOT be published in a Service Catalog?
Answer
  • Record Producer
  • Content Item
  • Order Guide
  • Requested Item

Question 26

Question
Which type of Service Catalog component allows a user to describe their needs, choose options, and then check out ordering multiple items at once according to their selections?
Answer
  • Execution Plan
  • Catalog Item
  • Order Guide
  • Content Item

Question 27

Question
Which of the following is NOT a way Service Catalog Requests may be submitted in a baseline ServiceNow instance?
Answer
  • From an Incident record
  • From the Service Catalog
  • From an inbound email
  • From the Service

Question 28

Question
In knowledge management, which conditions must be met before the 'Import from Word' icon/ button appears on the Knowledge management Home page?
Answer
  • The user must meet the conditions in the Can Contribute User Criteria for at least one Knowledge Base OR have the knowledge or Knowledge_admin role.
  • The Knowledge base must have the Enable Article Import field set to True
  • The user must have the knowledge or knowledge_admin
  • The user must have one of the roles specified in the Knowledge System Property 'List of roles (comma separated) that can import Knowledge Articles'

Question 29

Question
When a user selects Change > New, they are presented with a ___________ to select the type of change instead of being presented with a new Change form.
Answer
  • Splash Page
  • Interupter
  • Wizard
  • Interceptor

Question 30

Question
Change Conflict Detection Scheduled jobs run with increasing frequency as a Change approaches the Planned start date.
Answer
  • True
  • False

Question 31

Question
For the majority of Catalog Items, the customer requires Quantity and Price to be displayed. However, for one Item, the customer would like to omit these two fields. Which of the following approaches should be used to satisfy this requirement?
Answer
  • Cart options are set using system properties and can not be changed for individual items.
  • Set 'Use cart Layout ' to false on the Catalog Item and set both 'No Quantity' and 'Omit Price in Cart' to true.
  • Write a catalog client script for the item and use g_form.setDisplay() to hide each field.
  • Set both 'No Quantity' and 'Omit Price in Cart' to true on the catalog item.

Question 32

Question
Database views must be used to report on Catalog Item Variables.
Answer
  • True
  • False

Question 33

Question
Which of the following describes the purpose of User Criteria when used in the Service Catalog application?
Answer
  • Replace Access Controls to provide security to Requests
  • Determine who can see Categories and Items
  • Determine who can see Catalogs and Items.
  • Pre-fill user preferences on Catalog order forms.

Question 34

Question
Which role is required to edit the Type field on a Change
Answer
  • change_manager
  • itil
  • admin
  • nobody

Question 35

Question
When evaluating Change request states in a script include, which is the preferred method for referencing a State?
Answer
  • Use the g_form.getValue function to retrieve the State field value.
  • Use the State name Constant, such as ChangeRequestStateHandler.SCHEDULED
  • Use the .getDisplayValue function to retrieve the State field value.
  • Use the state field value, such as -3.

Question 36

Question
In the baseline platform configuration of Change Management, which of the following are controlled by the Change Request - Normal workflow?
Answer
  • Risk Assessment, Change Task generation, Approvals
  • CAB Approvals, Conflict checking, Notifications
  • Approvals, Conflict Checking, Change Task Generation
  • Approvals, Notifications, Rollback

Question 37

Question
Which of the following statements are correct for Standard Changes. Select all that apply.
Answer
  • Standard changes are typically low risk and have detailed procedures
  • Standard changes don't have Change tasks
  • Standard Change procedures must be stored in a Knowledge base
  • Standard changes can be automated

Question 38

Question
When can a user (who has no assigned roles in the system) close an Incident?
Answer
  • When the user is the caller and the Incident's state is not already Closed
  • When the user is the caller and the Incident's state is not already Resolved
  • When the user is the caller or on the Watch List and the Incident's state is
  • When the user is the caller and the Incident's state is Resolved

Question 39

Question
Which of the following can be used to standardize the body of Outbound email notifications?
Answer
  • Inbound Action
  • Email Templates
  • Email Client
  • Variable Sets

Question 40

Question
For an incident, which of the following are used when calculating the value of the Business Duration field?
Answer
  • Incident State Duration Metric
  • Calendar duration
  • Incident Auto-close system property
  • SLA Schedule

Question 41

Question
Which type of record may be used to initiate the process to deploy a fix to an incident?
Answer
  • Service Request
  • Change Request
  • Incident Resolution
  • Problem

Question 42

Question
Which of the following DOES NOT describe the purpose of CMDB?
Answer
  • Repository to store IT Service infrastructure components and relationships
  • Centrally managed and controlled 'system of record'
  • Critical analysis and decision-making tool to support impact analysis
  • Inventory of IT assets in stock and available to Users

Question 43

Question
Which of the following Service Catalog varibale types are not supported in Mobile interfaces? Select all that apply.
Answer
  • HTML
  • Label
  • UI pages
  • Lookup selectbox
  • IP Address
  • Container Start

Question 44

Question
The Requested Item table is extended directly from the Task table.
Answer
  • True
  • False

Question 45

Question
Which of the following statements are correct for Standard Changes and Standard Change Templates? Select all that apply.
Answer
  • Standard Changes do not require approvals
  • Templates can be used only for Standard Changes
  • Creation of a Standard Change Template requires approval
  • Standard Change Templates cannot include standard tasks

Question 46

Question
The requested item table is extended directly from the task table
Answer
  • True
  • False

Question 47

Question
Which of the following functions is NOT enabled by the Change advisory board (CAB) workbench?
Answer
  • View a calendar of planned changes
  • Document meeting notes and share with attendees
  • Define a schedule and related logistics for CAB meetings
  • Provide video and chat capabilities during CAB meetings

Question 48

Question
In the baseline platform configuration, the appropriate Workflow to be attached to a Change Request is determined based on _________ ?
Answer
  • The workflow defined on the Change type record
  • Workflow conditions matching Change request field values
  • System properties
  • The workflow field on the change request record

Question 49

Question
XML exports of Knowledge Articles include Text but DO NOT include attachments.
Answer
  • True
  • False

Question 50

Question
When viewed through a Service Portal, Service Catalog Items may be formatted with a maximum of two columns.
Answer
  • True
  • False

Question 51

Question
Which of the following conditions can be evaluated by Change Management Conflict Detection? Select all that apply.
Answer
  • Changes schedule outside of a CI's maintenance window
  • Changes scheduled during blackout time periods
  • Changes scheduled outside of normal business hours
  • Conflicts for all Affected CIs
  • Changes with overlapping schedules assigned to the same resource

Question 52

Question
Which two fields are used to calculate priority on an Incident?
Answer
  • VIP and Impact
  • Business Criticality and Urgency
  • Impact and Urgency
  • Severity and Urgency

Question 53

Question
When an end-user (with no roles in the platform) submits an Incident using the Self-Service interface or Service Portal, Related Search Results automatically display search results from Knowledge Bases and Service Catalogs. These Related Search Results are a form of __________ ?
Answer
  • Incident Deflection
  • Live Agent Intervention
  • Incident Avoidance
  • Service Marketing

Question 54

Question
Which type of record may be used to initiate the process to deploy a fix to an Incident?
Answer
  • Incident Resolution
  • Problem
  • Service Request
  • Change Request

Question 55

Question
Which feature can Service Desk Agents use to ensure that Knowledge Articles they attach to Incidents are Article that are appropriate to share with Callers?
Answer
  • Contextual Search - Search as
  • Global Search
  • Search Groups - Caller Restrictions
  • System Property - Restrict Articles to Callers

Question 56

Question
In the baseline platform configuration, a Configuration Item must be specified before Approvals are requested for a Change Request.
Answer
  • True
  • False

Question 57

Question
A Problem can be created from an Incident.
Answer
  • True
  • False

Question 58

Question
In the baseline configuration for Change Management, how do users access approved Standard Change templates?
Answer
  • Browse for Standard Changes within the Technical Catalog
  • Apply a template to a new Change form
  • Standard Change Proposal table
  • Standard Change Catalog

Question 59

Question
Poorly managed and unplanned Changes often create high volumes of _________?
Answer
  • Incidents
  • Problems
  • Requests
  • Knowledge articles

Question 60

Question
Which process role is responsible for the smooth operation of the Change Management process within an organization?
Answer
  • Change Sponsor
  • Change Implementer
  • Change Advisory Board
  • Change Manager
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