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CIS - ITSM

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servicenow Tecnologia Quiz sobre CIS - ITSM, criado por Carol Licre em 13-05-2021.
Carol Licre
Quiz por Carol Licre, atualizado more than 1 year ago
Carol Licre
Criado por Carol Licre aproximadamente 3 anos atrás
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Resumo de Recurso

Questão 1

Questão
SLA sends notifications at certain events defined in the workflow. By default, SLA notifications are sent on three occasions. the first one is:
Responda
  • 10%
  • 50%
  • 75%
  • SLA is breached

Questão 2

Questão
What are the three types of a CHANGE?
Responda
  • Normal, Expedited, Emergency
  • Standard, Expedited, Emergency
  • Emergency, Standard and Informational
  • Standard, Emergency, and Normal

Questão 3

Questão
Problem task state transitions. Select all that aply.
Responda
  • New
  • Assess
  • Work in Progress
  • Closed
  • Cancel

Questão 4

Questão
When does an incident marked with Knowledge = True generate an article?
Responda
  • State = Closed
  • State = Draft
  • State = Resolved
  • State = Open

Questão 5

Questão
What is the best variables to get a user location from a catalog item?
Responda
  • Data Lookup
  • Reference
  • List Collector

Questão 6

Questão
Change Approval Definition: Select all the choices for the field "wait_for" :
Responda
  • First Reponse
  • Percentage of Approval
  • All Responses
  • Percentage of Users

Questão 7

Questão
Role problem_coordinator contains:
Responda
  • itil
  • itil_admin
  • problem_task
  • problem_task_analyst

Questão 8

Questão
What are the tables for plugin Release Management v2?
Responda
  • Rm_product; Rm_release; Rm_release_phase; Rm_feature; Rm_task
  • Rm_product; Rm_closed; Rm_release; Rm_start; Rm_task
  • Rm_product; Rm_release; Rm_release_phase; Rm_start; Rm_record_producer

Questão 9

Questão
What is NOT the goal for Change Management?
Responda
  • Improve the quality of changes and reduce the potential for change induced incidents by ensuring that a standard methodology is used to handle all changes and control the impact upon the day-to-day operations of the organization.
  • Manage the business risks at a high level
  • Increase emergency changes
  • Deliver successful changes at the first attempt.

Questão 10

Questão
What is NOT a way to export in XML?
Responda
  • Form Export
  • Related Lists
  • List Export
  • URL Export

Questão 11

Questão
Several types of components are installed with activation of the Release Management v2 plugin, including tables and user roles. Select all the user roles that aply:
Responda
  • Release Admin [release_v2_admin]
  • Release User [release_user]
  • Release User [release_v2_user]
  • Release Admin [release_admin]

Questão 12

Questão
Which encompasses Release Management v2 application in ServiceNow? Select all that apply:
Responda
  • Planning
  • Design
  • Produce
  • Build
  • Configuration
  • Testing

Questão 13

Questão
Which role can DELETE a Problem? select all that apply:
Responda
  • Problem_user
  • Problem_admin
  • itil
  • itil_admin

Questão 14

Questão
Which role to access problems already solved / closed
Responda
  • Problem_user
  • Problem_admin
  • itil_admin
  • itil

Questão 15

Questão
What fields are added to the planned task with the Release Management v2 plugin?
Responda
  • Release Phase; Release Type; Sys ID; Visited States
  • Release Phase; Release Type; ID; States
  • Release Phase; Release Build; Sys ID; Visited States
  • Release Testing; Release Type; Sys ID; Visited States

Questão 16

Questão
When a request is closed? Choose 3:
Responda
  • When all tasks are closed
  • Manually
  • 7 days of inactivity
  • When one of the tasks are closed incomplete

Questão 17

Questão
What are the release phases for release tasks? (Choose 4)
Responda
  • Planning
  • Testing
  • Build and Deploy
  • Governance Review
  • Design

Questão 18

Questão
Where is the priority data lookup for a problem record defined?
Responda
  • Data lookup tables
  • Priority Problem Lookup table
  • Task table

Questão 19

Questão
What CANNOT be accomplished by a Catalog UI Policy?
Responda
  • Hide a catalog category
  • Hide a catalog
  • Hide a catalog field

Questão 20

Questão
If no sys_popup view is defined for a table then what will be used when hovering over the Reference Icon?
Responda
  • Default view
  • Empty
  • Personalise View
  • Reference View

Questão 21

Questão
Under which circumstances is it appropriate to leave a Problem record in a State of Known Error?
Responda
  • Never
  • 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

Questão 22

Questão
In order for the communicate fix to be applied, what is necessary?
Responda
  • Incident is linked to the problem
  • Fix notes is not empty
  • Incident is in state ‘On hold’ and on hold reason ‘Awaiting Problem’
  • Incident in state of resolved

Questão 23

Questão
Which process role is responsible for the smooth operation of the Change Management process within an organization?
Responda
  • Emergency Change Advisory Board
  • Change Advisory Board
  • Cab Meeting

Questão 24

Questão
When enabled, at what state does a knowledge article get created from an incident?
Responda
  • Incident Closure
  • Incident Resolved
  • Incident Active
  • Incident On Hold

Questão 25

Questão
What was migrated from Release Management v2?
Responda
  • Tables
  • Product Hierarchy
  • Parent child relationship
  • Standard Time

Questão 26

Questão
In Problem task states, how can you impose prerequisites or limits for moving from one state to another?
Responda
  • ProblemTaskStateUtils script include.
  • ProblemTaskState
  • ProblemTaskStage

Questão 27

Questão
Role for configure knowledge workflows?
Responda
  • Admin
  • Itil_admin
  • itil
  • workflow_admin

Questão 28

Questão
What types of Configuration items the Discovery module can integrate?
Responda
  • Any CI with an IP address
  • Any CI
  • Any CI with an DNS adress

Questão 29

Questão
Duration time is measured by...
Responda
  • Total elapsed time from create to resolve using 24 hour clock
  • Total elapsed time from create to resolve during work hours
  • Total elapsed time from create to closed
  • Total elapsed time from create to closed using 24 hour clock

Questão 30

Questão
What service catalog do you need to choose if you want only one workflow per item?
Responda
  • Catalog Items
  • Categories
  • Execution Plan

Questão 31

Questão
When configuring stage in Flow Designer, you can (choose 4)
Responda
  • Create any number of stages
  • Change Stage labels and names
  • Set the estimated duration for a stage
  • Import a copy of a pre-defined stage from the Stage Sets Table.
  • Create a defined number of stages
  • Set the limit for the duration
  • Export a copy of a pre-defined stage from the Stage Sets Table.

Questão 32

Questão
How to view the relationship of the data?
Responda
  • Dependency View
  • Table
  • Configuration Item
  • Hierarchy

Questão 33

Questão
Who can change the user criteria?
Responda
  • catalog_admin
  • user_criteria_admin
  • itil_admin
  • catalog_user

Questão 34

Questão
What is the table that runs the workflow for each catalog item?
Responda
  • sc_req_item
  • sc_request
  • sc_task

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