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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:
Variable Choice Lists
Variable sets
Update Sets
Insert and Stay
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?
Key Performance Indicator (KPI)
Metric
Database view
Audit
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.
Configuration Management, Asset Management
Asset Management, Configuration Management
IT Operations Management, IT Financial Management
IT Service Management, IT Financial Management
In the baseline configuration, Service Level Agreements use percentages of SLA Duration to determine when to send Breach Warnings and Breach Notice notifications.
In which phase of the Incident Management lifecycle do Incidents typically get escalated?
Initial Analysis and Submission
Creation and Classification
Investigation and Diagnosis
Resolution and Closure
Which of the following is NOT a consideration when determining the need for multipe Service Catalogs?
Audience
Delegation of Catalog Administration
Size of the company
Services and Types of Service
In Change Management, the Risk Calculator is used to:
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
Which of the following represents a benefit of implementing Knowledge Management?
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
Problem Management Investigation and Diagnosis activities include __________.
Implement a Change
Prioritize and Categorize the Problem
Obtain Problem Manager Approval
Conduct a Root Cause Analysis
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?
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
Best Practices for using Service Catalog Categories include __________.
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
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?
mobile
tool_tip
reference_view
sys_popup
In the baseline platform configuration, a end-user with no assigned roles can read an Incident when they are _________.
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
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?
Cascade Variables
Global Variables
Copy Repeat Variables
Duplicate Variables
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?
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
Which field on a Configuration Item record may be used to expedite Incident routing and resolution?
Approval group [change_control]
Support Group [support_group]
Maintenance Schedule [maintenance_schedule]
Due Date [due]
Which of the following describes the way Changes may be related to Incidents?
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
Which of the following actions on the Incident table require the itil_admin role?
Archive Incident
Close Incident
Delete Incident
Update Incident
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 __________.
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
Which key performance indicators can be influenced by effective Problem Management? Select all that apply
Average time to close a Problem
% of high priority Problems
Average Time to Resolve a High Priority Incident
% of Incidents Resolved on First Contact
Which of the following ITIL terms refers to the cause of one or more Incidents that is typically unknown at the time of detection?
Problem
Issue
Configuration Item
Unknown Error
In the baseline configuration, ONLY Emergency Changes require a Post-Implementation Review (PIR).
The Change Management lifecycle steps, in order, include:
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
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?
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
On the Change Record form, the Process Flow Formatter is used to __________.
Configure the Change Management lifecycle
Visually depict the Change Workflow
Show the current State of Change
Show State history of a Change
Which of the following features are available through the Change Management - CAB Workbench application? Select all that apply.
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
Change Management uses the workflow engine by default to facilitate approvals and processing for each type of Change, including Emergency, Normal, and Standard.
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.
Knowledge Ratings are stored in the _________ table.
Knowledge [kb_knowledge]
Knowledge Feedback [kb_feedback]
Knowledge Base [kb_knowledge_base]
Knowledge Searches [ts_query_kb]
In a Service Catalog, Content Items can include each of the following EXCEPT:
Templates
Links to locations specified in a Application navigation module
Cross-references to Catalog content
Links to Knowledge Articles
On an Incident, which of the following conditions will trigger the Reopen Count field value to be incremented?
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
When does a State of On Hold pause an SLA?
Never
Depends upon the SLA conditions
Always
Which of the following is NOT included in the Incident Management Lifecycle?
Approval and Fulfillment
How are Additional Comments and Work Notes intended to be used in notifications?
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
Which mechanism is used to set the number of days (integer) after which Resolved Incidents are automatically closed?
Workflow
Script Include
System Property
Business Rule
Which role is required to close a Problem?
itil
itil_admin
The system automatically closes Problems
problem
puck_from_a_midsummer_nights_dream
Which of the following is the GOAL of Problem Management?
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
In Problem Management, which element must be edited to modify the field mappings when Knowledge Articles are generated from ACTIVE Problem records?
Post News or Post Knowledge UI Actions
Problem Create Knowledge Business Rule
Problem to Knowledge Transform Map
ProblemUtil Script Include
The Standard Change Template [std_change_record_producer] table is extended from the ____.
Template [sys_template]
Task [task]
Change Request [change_request]
Record Producer [sc_cat_item_producer]
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.
What is the default number of days (integer) after which Resolved Incidents are automatically closed?
Five working days
Three Days
Five Days
Seven Days
Which two fields are used to calculate priority on an Incident?
Severity and Urgency
VIP and Impact
Impact and Urgency
Business Criticality and Urgency
Which one of the following is the GOAL of Incident Management?
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
In Incident Management , which of the following States are considered Active?
New, In Progress, On Hold, Resolved
New, In Progress, Resolved
New, In Progress, On Hold, Resolved, Closed, Cancelled
New, In Progress, On Hold
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?
Social Q&A
Connect Support
Employee Self-Service
Embedded Help
Users with the itil role can delete an Incident.
Guided Setup provides step-by-step instructions for loading Foundational Data, which includes __________.
Users, Roles, SLAs
Companies, Users, Groups, Roles, Departments, Locations
Companies, Users, Groups, Roles, Departments, Locations, and Catalog Items
Groups, Group Members, Priorities
Under which circumstances can a user with the itil role create a Problem record from an Incident record?
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
The Incident Task [incident_task] table is extended from the _________ table.
Incident [incident]
Application File [sys_metadata]
CMDB [cmdb]
When viewing a list of Tasks, which field identifies whether the Task is an Incident, Problem, Change, etc.?
Domain [sys_domain]
Correlation ID [correlation_id]
Number [number]
Task Type [sys_class_name]
Which of the following is NOT a typical method to propose a new Standard Change?
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'
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?
Rejected
Assess
New
In the baseline platform configuration for an Emergency Change, __________ is required before a Change can be scheduled.
Configuration Item identified
Peer Approval
Justification, Change Plan, Test Plan, and Execute Plan
CAB Approval
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
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
In the baseline platform configuration, the Problem States include _________.
Open, Pending Change, Known Error, Closed/Resolved
New, In Progress, On Hold, Resolved, Closed, Canceled
Open, In Progress, Closed
New, Assess, Review, Closed
Conflict Detection must be triggered manually for Changes using the Check Conflicts UI action.
Select the ServiceNow functionality that may be used in the Assess phase of Change Management to evaluate the potential impact of a Change.
Knowledge Management
Post-Implementation Review
Risk Assessment
What is the minimum role required for a user to create an Emergency Change?
change_manager
cab_manager
In the baseline platform configuration, which of these are required when closing a Normal Change? Select all that apply
Close Notes
Close Code