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ServiceNow: IT Service Management Implementation (San Diego) > 3. Change and Release Management > Flashcards

3. Change and Release Management Flashcards

1
Q

What table stores change request records?

A. [change]
B. [change_request]
C. [ch_ch_changes]
D. [change_task]

A

B. [change_request]

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2
Q

What are the four stages in the Change process lifecycle?

A
  1. Creation and scope
  2. Approval
  3. Implementation
  4. Closure
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3
Q

At what stage in the change process lifecycle would you define scope, schedule, and classify change details?

A. Creation and scope
B. Approval
C. Implementation
D. Closure

A

A. Creation and scope

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4
Q

At what stage in the change process lifecycle would you create manual change tasks?

A. Creation and scope
B. Approval
C. Implementation
D. Closure

A

A. Creation and scope

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5
Q

At what stage in the change process lifecycle would changes be pre-approved or move through a series of reviews and approvals?

A. Creation and scope
B. Approval
C. Implementation
D. Closure

A

B. Approval

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6
Q

At what stage in the change process lifecycle would you complete assigned tasks?

A. Creation and scope
B. Approval
C. Implementation
D. Closure

A

C. Implementation

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7
Q

At what stage in the change process lifecycle would you complete a post implementation review (PIR)?

A. Creation and scope
B. Approval
C. Implementation
D. Closure

A

D. Closure

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8
Q

What allows change managers to tailor change activities and flows for specific use cases in an easy and convenient way?

A. Multimodal change
B. Change Advisory Board (CAB)
C. Agent Workspace
D. CAB Workbench

A

A. Multimodal change

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9
Q

What is defined within an individual change model? (Select all that apply)

A. State purpose
B. State of mind
C. State model
D. State transitions
E. State limitation/s
F. State transition conditions
A

C. State model
D. State transitions
F. State transition conditions

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10
Q

What plugin enables the 7 change models that are available by default?

A. Change Management - Change Model Foundation Data
B. Change Management - Quebec - Change Models
C. Change Management - San Diego - Enable Addition Change Models
D. Change Management - Mo’ Models, Mo’ Problems

A

A. Change Management - Change Model Foundation Data

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11
Q

What change model is used to capture Change requests in an external system and there are no approvals associated?

A. Change Registration
B. Cloud Infrastructure
C. Site Reliability Ops
D. Unauthorized Change

A

A. Change Registration

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12
Q

What change model is used for Change requests that commission and decommission Cloud infrastructure services?

A. Change Registration
B. Cloud Infrastructure
C. Site Reliability Ops
D. Unauthorized Change

A

B. Cloud Infrastructure

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13
Q

What change model is used for site reliability operations?

A. Change Registration
B. Cloud Infrastructure
C. Site Reliability Ops
D. Unauthorized Change

A

C. Site Reliability Ops

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14
Q

What change model is used for Change requests that are created from the unauthorized change events?

A. Change Registration
B. Cloud Infrastructure
C. Site Reliability Ops
D. Unauthorized Change

A

D. Unauthorized Change

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15
Q

______________ is optimized for areas that are more predictable and well-understood. It focuses on exploiting what is known, while renovating the legacy environment into a state that is fit for a digital world.

A. Mode 1
B. Mode 2
C. Mode 3
D. Mode 4

A

A. Mode 1

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16
Q

______________ is exploratory, experimenting to solve new problems and optimized for ares of uncertainty.

A. Mode 1
B. Mode 2
C. Mode 3
D. Mode 4

A

B. Mode 2

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17
Q

A ___________ is a list of states that describe an expected record workflow through the lifecycle of the record.

A

State model

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18
Q

_____________ are a list of conditions for entering or exiting each state defined for a table.

A

State transitions

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19
Q

Where can you enable or disable the unauthorized change capability and configure the criteria for additional unauthorized change properties?

A. Unauthorized Change Properties page
B. In the system properties
C. In the Change UI policies
D. Change Configuration Properties page

A

A. Unauthorized Change Properties page

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20
Q

What happens when an unplanned CI activity occurs on CIs that are part of an application service?

A. The change is captured to review the impact and for approval to be requested.
B. A standard change is created.
C. A normal change is created and automatically moved to the Authorize state.
D. The authorities are notified.

A

A. The change is captured to review the impact and for approval to be requested.

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21
Q

_____________ specify times during which normal change activity should not be scheduled.

A

Blackout windows

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22
Q

_____________ specify times during which change requests should be scheduled.

A

Maintenance windows

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23
Q

T | F: Blackout and Maintenance schedules can be applied to individual CIs, CI classes, or dynamic CI groups.

A

True

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24
Q

What identifies potential scheduling conflicts for a change request based on the configuration items (CIs), planned start date, and the planned end date in scope for the change?

A

Conflict detection

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25
Q

What aims to help change initiators remove conflicts on their change request by suggesting an alternative target deployment window?

A

Scheduling assistant

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26
Q

When will the scheduling assistant provide actionable feedback? (Select all that apply)

A. There are no common windows found between related maintenance schedules
B. The change start and end dates are within an available maintenance window
C. Blackout windows overlap with available maintenance windows
D. The change start and end date are not far enough apart
E. The duration of the change request exceeds the available maintenance window time

A

A. There are no common windows found between related maintenance schedules
C. Blackout windows overlap with available maintenance windows
E. The duration of the change request exceeds the available maintenance window time

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27
Q

The unauthorized change process will only trigger if the CI is part of what?

A. Application service
B. Business service
C. Business product
D. Technical service

A

A. Application service

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28
Q

What role can create and modify a change model?

A. itil_admin
B. change_admin
C. change_manager
D. sn_change_model_manager

A

C. change_manager

29
Q

What defines the requirements for a change model to move from one state to another?

A. Business rules
B. Transition conditions
C. Lifecycle model requirements
D. Change update script

A

B. Transition conditions

30
Q

T | F: Risk is set to the lowest risk value based upon matching conditions.

A

False

Risk is set to the HIGHEST risk value based upon matching conditions.

31
Q

Risk is assessed based on the _______________.

A. Impact and Urgency
B. Assignment group
C. Risk conditions
D. Prestige of the CI

A

C. Risk conditions

32
Q

__________________ uses predefined properties and conditions to calculate a risk value.

A. Change Risk Calculator
B. Change Management - Risk Assessment
C. Change Risk Analysis
D. Change Risk Assessment flow

A

A. Change Risk Calculator

33
Q

__________________ uses information provided by the end user to assess a risk value.

A. Change Risk Calculator
B. Change Management - Risk Assessment
C. Change Risk Analysis
D. Change Risk Assessment flow

A

B. Change Management - Risk Assessment

34
Q

What property can be set to calculate risk on insert and update of changes?

A. glide.ui.risk_calculate_rule
B. glide.ui.activity.email.use_display
C. glide.ui.risk_it_forTheBiscuit
D. glide.ui.risk_insert_calculator

A

A. glide.ui.risk_calculate_rule

35
Q

What allows you to enable risk assessment surveys?

A. Risk conditions
B. A configurable client script
C. Change Management - Risk Assessment plugin
D. UI Macro

A

C. Change Management - Risk Assessment plugin

36
Q

Risk conditions may set the _______ and ________ fields.

A. priority, impact
B. impact, urgency
C. priority, service offering
D. risk, impact

A

D. risk, impact

37
Q

Use the ____________________ to create and edit metric types, use different metric types for different risks, select multiple respondents for a risk assessment, as well as change scoring parameters.

A. Workflow editor
B. App Engine Studio
C. Flow Designer
D. Risk Assessment Designer

A

D. Risk Assessment Designer

38
Q

A change approval policy consists of what three components? (Select all that apply)

A. On-Call scheduling
B. CAB Workbench
C. Policy inputs
D. Decisions
E. Approval definitions
A

C. Policy inputs
D. Decisions
E. Approval definitions

39
Q

Within a change approval policy, what are the variable sources evaluated within the condition defined on a decision?

A. Policy inputs
B. Decisions
C. Approval definitions

A

A. Policy inputs

40
Q

Within a change approval policy, what, based on the conditions, determines whether the associated Change approval definition applies?

A. Policy inputs
B. Decisions
C. Approval definitions
D. Change model/s

A

B. Decisions

41
Q

Within a change approval policy, what defines the type of approval that can applied?

A. Policy inputs
B. Decisions
C. Approval definitions
D. Change rules

A

C. Approval definitions

42
Q

What is a course of action that can be applied to a change request and defines the approvals that should be applied to a change request?

A

Change approval policy

43
Q

What define a set of criteria that are evaluated automatically before the policy is marked as approved?

A

Approval definitions

44
Q

What are variable sources that you can use while evaluating a decision to determine the approval action?

A

Policy inputs

45
Q

T | F: By default, the change_request policy input of type Reference is not available for all change types.

A

False

The change_request policy input of type Reference IS available for all change types, by default.

46
Q

___________ allow authorized users to quickly define approval process using conditions.

A. Policy Inputs
B. Approval definitions
C. Decisions
D. Scopes

A

C. Decisions

47
Q

T | F: An approval policy can contain MULTIPLE decisions allowing a single policy to handle every approval required for a change model (type).

A

True

48
Q

When were flows introduced in Change Management?

A. New York
B. Quebec
C. Rome
D. San Diego

A

B. Quebec

Note: Users on previous release instances will leverage Workflow and Workflow Editor.

49
Q

When was the ability to add standard change proposals to a CAB Agenda introduced in ServiceNow?

A. New York
B. Quebec
C. Rome
D. San Diego

A

C. Rome

50
Q

T | F: The Change Management - CAB Workbench application is enabled by default.

A

True

51
Q

What does the CAB Workbench allows change managers to do? (Select all that apply)

A. Schedule a series of CAB meetings
B. Manage meeting invitations and track meeting attendance
C. Define CAB meeting agendas
D. View change calendar
E. Approve or reject changes
F. Approve or reject standard change proposals
G. Review and take meeting notes

A

All of them apply! :)

52
Q

T | F: Manual change tasks should be created during or after the Assess or Authorize states.

A

False

Change tasks should be manually before entering the Assess or Authorize states so the specific change tasks involved may be incorporated into the review process.

53
Q

What are the available Change task types?

A
  1. Planning
  2. Implementation
  3. Testing
  4. Review
54
Q

A change task for Post Implementation Review is automatically created when an unauthorized, emergency change request record moves to a state of _________.

A. Assess
B. Authorize
C. Implement
D. Review

A

D. Review

55
Q

T | F: In the baseline, there is no functionality or fields defined for Post-Implementation Review (PIR).

A

True

56
Q

Which release phase defines the specific plans for the release and supporting the fulfillment of required change requests?

A. Release planning
B. Release definition
C. Approval
D. Build and Test

A

A. Release planning

57
Q

Which release phase defines the specific plans for the release and supporting the fulfillment of required change requests?

A. Release planning
B. Release definition
C. Approval
D. Build and Test

A

A. Release planning

58
Q

What encompasses the planning, design, build, configuration, and testing of hardware and software releases to create a defined set of release components?

A

Release Management

59
Q

This activity defines the specific plans for the release that are agreeable to all relevant stakeholders and supports the fulfillment of the involved changes of the release.

A

Release planning

60
Q

Which release phase starts with the authorization to build the release and end with change management authorization for the release package to be checked into the DML through the Configuration Management process.?

A. Release planning
B. Release definition
C. Approval
D. Build and Test

A

D. Build and Test

61
Q

These activities begin with the authorization to deploy the release package to one or more target environments and ends with the handover to service operations and early life support.

A

Deployment

62
Q

This marks the conclusion of the Release Management process, which includes a formal review of the deployment activities from start to finish, including the final status of the release control.

A

Review and Close

63
Q

The Release Management tables are direct extensions of which table?

A. Task [task]
B. Planned Task [planned_task]
C. Release [sn_release]
D. Release Management [release_management]

A

B. Planned Task [planned_task]

Note: The RM tables are a direct child to the [planned_task] table, which itself is a direct child to the [task] table. This allows the release tables to use all the functionality specific to the Task table, as well as the standard time-related functionality provided by Planned Task.

64
Q

What introduced increased flexibility into the Release Management table structure?

A

Release Management v2 plugin

65
Q

Conflict detection in change management can identify conflicts from which of the following reasons?

A. The change schedule is during blackout periods
B. The CI is not in the maintenance window
C. Existing scheduled changes to the CI
D. The change scheduled is outside of business hours
E. The changes schedule does not give appropriate lead time

A

A. The change schedule is during blackout periods
B. The CI is not in the maintenance window
C. Existing scheduled changes to the CI

66
Q

How do you increase change efficiency without compromising stability or compliance in the change process?

A. Manually update the change records
B. Create new change types
C. Build M2M tables with other records
D. Build and customize change models

A

D. Build and customize change models

67
Q

What plugin allows you to gain more control over the access that different change agents, technicians, and managers have within your Change Management process?

A

ITSM Roles — Change Management plugin (com.snc.itsm.roles.change_management)

When you request the ITSM Roles plugin (com.snc.itsm.roles), it will activate the ITSM Roles — Change Management plugin (com.snc.itsm.roles.change_management)

68
Q

What roles are installed when you activate the ITSM Roles — Change Management plugin?

A

Change read [sn_change_read]

Change write [sn_change_write]

ServiceNow: IT Service Management Implementation (San Diego) (7 decks)

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