Change and Release Management

Question 1

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

Answer 1

True

Question 2

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?

Answer 2

True

Question 3

Who can change the type of a change request?

Answer 3

nobody

Question 4

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

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

Answer 4

d) New

+ Approval Rejected (double check this)

Question 5

What is the minimum role required to create an Emergency Change

Answer 5

itil

Question 6

What does the process flow formatter show?

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

Answer 6

b) The state history

Question 7

What does the Risk Assessment do?

Answer 7

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

Question 8

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

Answer 8

False

- CAB workbench has it’s own application scope

Question 9

Which table does change_task extend from?

Answer 9

Task

related to change_request

Question 10

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

Answer 10

ChangeRequestStateModel

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

Question 11

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

Answer 11

New
Assess
Authorize
Scheduled
Implement
Review
Closed
Cancelled

Question 12

What are the five key release management concepts?

Answer 12

Product

Releases

Release Phases

Features

Release tasks

Question 13

What are the release phases (lifecycle)?

Answer 13

Release Planning

Build and Test

Deploy

Review and Close

Question 14

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

Answer 14

New
Scheduled
Implement
Review
Closed
Cancelled

Question 15

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

Answer 15

New
Authorize
Scheduled
Implement
Review
Closed
Cancelled

Question 16

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

Answer 16

Users with the itil role or Change-specific roles

Question 17

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

Answer 17

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

Question 18

What is the change interceptor?

Answer 18

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

Question 19

What does the Edit Interceptor button do?

Answer 19

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

Question 20

How does Risk Calculation run?

Answer 20

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

Question 21

What does the CAB Workbench allow change managers to do?

Answer 21

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

Question 22

Where do you go to create a new risk assessment?

Answer 22

Change > Administration > Risk assessments

Question 23

Where do you set risk assessment thresholds?

Answer 23

In the Risk Assessments Thresholds related list on the assessment form

Question 24

Where do you change the Risk Calculation Method?

Answer 24

Change > Administration > Change Properties

Question 25

How can changes be created? (5)

Answer 25

``` Manual Creation Incident Management Problem Management Configuration Management Service Catalog ```

Question 26

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

Answer 26

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

Question 27

When is the actual start date/end date populated?

Answer 27

Actual start date are set when state changes to Implement Actual end date are set when state changes to Review

Question 28

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

Answer 28

By manually using the Check Conflicts UI action

Question 29

What does the Check Conflicts BR do?

Answer 29

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

Question 30

What does the Assessment Designer allow you to do?

Answer 30

To create and view your survey in a visual format

Question 31

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

Answer 31

cab_workbench

Question 32

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

Answer 32

All of them have: Implement Post Implementation testing

Question 33

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

Answer 33

No Only for unauthorized, Emergency Change Request records when the state moves to Review, a change task for Post Implementation Review is automatically created.

Question 34

What does metrics provide when it comes to changes?

Answer 34

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

Question 35

What are the four stages in the Change Process Lifecycle?

Answer 35

Creation and Scope Approval Implementation Closure

Question 36

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

Answer 36

``` Pending Open In Progress Closed Cancelled ```