Catalog & Request

Question 1

What are the phases of a Request?

Answer 1

Submittal
Approval
Fulfillment
Closure

Question 2

What are the kinds of approvals of a request?

Answer 2

Gating: It’s a kind of review before starting the processes, and notifications occur at the request level.

Process: These are the approval processes themselves, which depend on defined workflows and flows.

Question 3

What are the main tables of service catalog?

Answer 3

Sc_request: Where requests related to the catalog are stored.

Sc_req_item: Where requested items are stored.

Sc_task: Where tasks related to the catalog are stored.

Question 4

What are the permissions for someone with the admin role on catalog?

Answer 4

Everthing except maintain top request.

Question 5

What are the permissions for someone with the itil+itil_admin roles on catalog?

Answer 5

Delete catalog task

Question 6

What are the permissions for someone with the catalog_admin role on catalog?

Answer 6

Everthing except maintain top request and delete catalog tasks

Question 7

What are the permissions for someone with catalog_builder_editor role on catalog?

Answer 7

Maintain and create items on catalog builder

Question 8

What are the permissions for someone with the catalog_manager role on catalog?

Answer 8

Maintain categories and catalog definitions

Update Catalog Manager

Maintain and create catalog items

Question 9

What are the permissions for someone with the catalog_editor role on catalog?

Answer 9

Maintain categories and catalog definitions

Maintain and create catalog items

Question 10

What are the permissions for someone with the user_criteria_admin role on catalog?

Answer 10

Maintain user criteria

Question 11

What are the permissions for someone with the admin role on service request?

Answer 11

Everthing

Question 12

What are the permissions for someone with the itil+itil_admin roles on service request?

Answer 12

Everthing but update and approve requests

Question 13

What are the permissions for someone with the itil role on service request?

Answer 13

Everthing but update, approve requests, delete requested item and read categories

Question 14

What are the permissions for someone with the catalog_admin role on service request?

Answer 14

Update requests
Read Catalog definition and items and categories

Question 15

What are the permissions for someone with the catalog_manager and/or catalog_editor roles on service request?

Answer 15

Read Catalog definition and items and categories

Question 16

What are the permissions for someone with the sn_request_read role on service request?

Answer 16

Read Catalog definition and items and categories, requests, catalog items and catalog tasks

Question 17

What are the permissions for someone with the sn_request_write role on service request?

Answer 17

Read Catalog definition and items and categories, requests, catalog items and catalog tasks
Update catalog tasks and update request

Question 18

What are the permissions for someone with the approver_user role on service request?

Answer 18

Read Catalog definition and items and categories, requests, catalog items and catalog tasks

Approve a request.

Question 19

What are the possible item states of a catalog item on creation?

Answer 19

Draft: This state is for an item being created or edited but not yet published in the catalog.

Publishing: A transitional state, it can last for a few seconds, and only occurs when this item is created for the first time.

Published: The item is already visible in the catalog.

Question 20

What can be content item in a catalog?

Answer 20

Articles in the Knowledge Base.

Another catalog.

A module.

External content.

Question 21

In which related list can you associate a SLA with a Service Offering?

Answer 21

Service Commitments

Question 22

How can you associate an item or service with a catalog category and make it available to the Employee Center?

Answer 22

Go to Content Taxonomy > Taxonomies,
Open the Employee record,
Choose or Create a Child record,
Click on “add content from a catalog category”
Select the desired in the slush bucket

The item will be now available in the Employee Center

Question 23

How can you create a category in the Employee Center?

Answer 23

Go to Content Taxonomy > Taxonomies,
Open the Employee record,
Create a Child record in the related list.

Question 24

How can you add a catalog to the Service Portal?

Answer 24

Go to Service Portalls> Portals
Open the Service Portal record
From the Catalogs related list, click edit
Move the desired to the Catalogs List.