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ITSM Implementation (2020) > Change and Release Management > Flashcards

Change and Release Management Flashcards

1
Q

Change Conflicts associated with a Change are checked for automatically, you do not need to use the Check Conflicts UI Action. True or false?

A

True

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2
Q

A scheduled job runs to check the conflicts of a Change. This script runs more frequently the closer a Change gets to the Planned End Date.

True or false?

A

True

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3
Q

Who can change the type of a change request?

A

nobody

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4
Q

When a Change Request is rejected, what does the State of the Change become?

a) Rejected
b) Assess
c) Closed Incomplete
d) New

A

d) New

+ Approval Rejected (double check this)

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5
Q

What is the minimum role required to create an Emergency Change

A

itil

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6
Q

What does the process flow formatter show?

a) The current state of the change
b) The state history
c) The workflow stages

A

b) The state history

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7
Q

What does the Risk Assessment do?

A

Risk Assessment uses information provided by the end user to assess a risk value

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8
Q

To modify the CAB Workbench you must be in the ‘Global Application’

A

False

- CAB workbench has it’s own application scope

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9
Q

Which table does change_task extend from?

A

Task

related to change_request

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10
Q

Which script include do you edit for modifying the change state flow?

A

ChangeRequestStateModel

includes functions like isNext, canMoveTo/From, getNextStates getStateName, getStateValue,isOnHold

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11
Q

What are the Change states for a Normal change? (8)

A 
New
Assess
Authorize
Scheduled
Implement
Review
Closed
Cancelled
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12
Q

What are the five key release management concepts?

A

Product

Releases

Release Phases

Features

Release tasks

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13
Q

What are the release phases (lifecycle)?

A

Release Planning

Build and Test

Deploy

Review and Close

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14
Q

What are the Change states for a Standard change? (6)

A 
New
Scheduled
Implement
Review
Closed
Cancelled
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15
Q

What are the Change states for a Emergency change? (7)

A 
New
Authorize
Scheduled
Implement
Review
Closed
Cancelled
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16
Q

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

A

Users with the itil role or Change-specific roles

17
Q

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

A

Determine the Risk of the Change based on user responses to a Risk Assessment

18
Q

What is the change interceptor?

A

Before the Change > Create New creates a new record in the [change_request] table, an interceptor intercepts change_request.do, displaying a nicer selection process than the usual change request form

19
Q

What does the Edit Interceptor button do?

A

It can be used to:

Modify wording on an existing option
Modify the target URL
Add a new type of change

NOTE: all interceptors can be found and modified at: System Definition > Interceptors

20
Q

How does Risk Calculation run?

A

Requires the user to click the Calculate Risk UI Action

However the glide.ui.risk_calculate_rule property can be set to run on insert and update of changes

21
Q

What does the CAB Workbench allow change managers to do?

A 
Schedule a series of CAB Meetings
Manage invitations and attendance
Define CAB meeting agendas
View a change calendar
Approve or reject changes
Review and take meeting notes
22
Q

Where do you go to create a new risk assessment?

A

Change > Administration > Risk assessments

23
Q

Where do you set risk assessment thresholds?

A

In the Risk Assessments Thresholds related list on the assessment form

24
Q

Where do you change the Risk Calculation Method?

A

Change > Administration > Change Properties

25
Q

How can changes be created? (5)

A 
Manual Creation
Incident Management
Problem Management
Configuration Management
Service Catalog
26
Q

What happens when an emergency unauthorized change request is created? (4)

A

The Unauthorized check box selected

The Assignment group is populated with Change Management

The Configuration item is populated with the item for which the unauthorized change was made

The Description is populated with the information on the changed fields of the change request

27
Q

When is the actual start date/end date populated?

A

Actual start date are set when state changes to Implement

Actual end date are set when state changes to Review

28
Q

How can conflict detection be run on a change request form?

A

By manually using the Check Conflicts UI action

29
Q

What does the Check Conflicts BR do?

A

It runs periodically on insert or or update for all active changes to update conflict info

Scheduled Jobs also run periodically, the closer to planned start the more often:

> 1 month = every 7 days
<1 month = 2 days
<1 week = daily

30
Q

What does the Assessment Designer allow you to do?

A

To create and view your survey in a visual format

31
Q

What form view controls the layout of the Change Request form displayed on the CAB Workbench?

A

cab_workbench

32
Q

What automatically generated tasks are created for Emergency, Normal and Standard change types?

A

All of them have:

Implement
Post Implementation testing

33
Q

Is the Post-Implementation Review (PIR) included in the baseline functionality?

A

No

Only for unauthorized, Emergency Change Request records when the state moves to Review, a change task for Post Implementation Review is automatically created.

34
Q

What does metrics provide when it comes to changes?

A

It tracks the length of time changes stay in each approval state

35
Q

What are the four stages in the Change Process Lifecycle?

A

Creation and Scope
Approval
Implementation
Closure

36
Q

What are the states for a Change Task? (5)

A 
Pending
Open
In Progress
Closed
Cancelled

ITSM Implementation (2020) (8 decks)

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