ITSM 3

Questão 1 de 32

1

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

Selecione uma das opções:

VERDADEIRO
FALSO

Explicação

Questão 2 de 32

1

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

Selecione uma das seguintes:

Endorsed
Flag Article
Helpful (Yes / No)
Rate Article

Explicação

Questão 3 de 32

1

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

Selecione uma das seguintes:

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

Explicação

Questão 4 de 32

1

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

Selecione uma das opções:

VERDADEIRO
FALSO

Explicação

Questão 5 de 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?

Selecione uma das seguintes:

Draft
New
Review
Published

Explicação

Questão 6 de 32

1

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

Selecione uma das seguintes:

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

Explicação

Questão 7 de 32

1

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

Selecione uma das seguintes:

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

Explicação

Questão 8 de 32

1

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

Selecione uma das seguintes:

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

Explicação

Questão 9 de 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?

Selecione uma das seguintes:

Performance Analytics
Scheduled Reports
Benchmarks
Reporting

Explicação

Questão 10 de 32

1

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

Selecione uma das seguintes:

First Call Resolution field
Business Rule
Metric
Benchmark

Explicação

Questão 11 de 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?

Selecione uma das seguintes:

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

Explicação

Questão 12 de 32

1

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

Selecione uma das seguintes:

Email Templates
Inbound Action
Email Client
Variable Sets

Explicação

Questão 13 de 32

1

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

Selecione uma das seguintes:

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

Explicação

Questão 14 de 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?

Selecione uma das seguintes:

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

Explicação

Questão 15 de 32

1

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

Selecione uma das seguintes:

Close Incident
Archive Incident
Delete Incident
Reopen Incident

Explicação

Questão 16 de 32

1

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

Selecione uma das seguintes:

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

Explicação

Questão 17 de 32

1

In which situation would an Order Guide be used?

Selecione uma das seguintes:

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

Explicação

Questão 18 de 32

1

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

Selecione uma das seguintes:

Delete Item
Add to Wish List
Quantity
Calculate Shipping

Explicação

Questão 19 de 32

1

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

Selecione uma das opções:

VERDADEIRO
FALSO

Explicação

Questão 20 de 32

1

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

Selecione uma das seguintes:

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

Explicação

Questão 21 de 32

1

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

Selecione uma das opções:

VERDADEIRO
FALSO

Explicação

Questão 22 de 32

1

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

Selecione uma das seguintes:

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

Explicação

Questão 23 de 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.)

Selecione uma das seguintes:

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.

Explicação

Questão 24 de 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?

Selecione uma das seguintes:

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

Explicação

Questão 25 de 32

1

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

Selecione uma das seguintes:

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

Explicação

Questão 26 de 32

1

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

Selecione uma das opções:

VERDADEIRO
FALSO

Explicação

Questão 27 de 32

1

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

Selecione uma das opções:

VERDADEIRO
FALSO

Explicação

Questão 28 de 32

1

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

Selecione uma das seguintes:

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

Explicação

Questão 29 de 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.

Selecione uma das opções:

VERDADEIRO
FALSO

Explicação

Questão 30 de 32

1

The Knowledge [kb_knowledge] table is extended from _________

Selecione uma das seguintes:

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

Explicação

Questão 31 de 32

1

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

Selecione uma das seguintes:

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

	Criado por Everlyn Yamamoto mais de 4 anos atrás

Quiz sobre ITSM 3, criado por Everlyn Yamamoto em 09-03-2020.

Questão 1 de 32

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

Selecione uma das opções:

Explicação

Questão 2 de 32

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

Selecione uma das seguintes:

Explicação

Questão 3 de 32

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

Selecione uma das seguintes:

Explicação

Questão 4 de 32

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

Selecione uma das opções:

Explicação

Questão 5 de 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?

Selecione uma das seguintes:

Explicação

Questão 6 de 32

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

Selecione uma das seguintes:

Explicação

Questão 7 de 32

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

Selecione uma das seguintes:

Explicação

Questão 8 de 32

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

Selecione uma das seguintes:

Explicação

Questão 9 de 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?

Selecione uma das seguintes:

Explicação

Questão 10 de 32

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

Selecione uma das seguintes:

Explicação

Questão 11 de 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?

Selecione uma das seguintes:

Explicação

Questão 12 de 32

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

Selecione uma das seguintes:

Explicação

Questão 13 de 32

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

Selecione uma das seguintes:

Explicação

Questão 14 de 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?

Selecione uma das seguintes:

Explicação

Questão 15 de 32

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

Selecione uma das seguintes:

Explicação

Questão 16 de 32

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

Selecione uma das seguintes:

Explicação

Questão 17 de 32

In which situation would an Order Guide be used?

Selecione uma das seguintes:

Explicação

Questão 18 de 32

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

Selecione uma das seguintes:

Explicação

Questão 19 de 32

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

Selecione uma das opções:

Explicação

Questão 20 de 32

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

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.