Extra Study Questions Flashcards
CAB Meeting Form gives 3 actions.
- Refresh Agenda Items*
- Send Meeting Request to Attendees
- Go to this meeting in CAB Workbench
Which of the Change Management lifecycle stages should you perform a risk assessment and evaluate the risk?
Creation and Scope
Capabilities of CMDB grouping inside Change Management.
- Consume Dynamic CI groups while creating a change
- Consume Dynamic CI groups while creating change schedules
What can be used to create CIs in the CMDB?
- Creation triggered by Asset Management
- Creation via Change Mananagement
- Creation by Service Catalog
What is checked for conflict detection in Change Requests?
- Not during Blackout time
- Conflicts for All Affected CIs
- Conflicts with changes to parent and child CIs
What states can a Change Request NOT be placed on hold (3).
- New
- Closed
- Cancelled
Which buttons/UI Actions on the Problem Record change the state to Closed?
- Mark Duplicate
- Accept Risk
- Cancel
What actions can you take on the CAB Meeting Form?
- Refresh Agenda Items
- Send Meeting Request to Attendees
- Go to this meeting in CAB Workbench
Different levels for a request to be approved?
- Requested Item (sc_req-item)
- Request (sc_request)
Who is notified when a problem manager or coordinator clicks ‘Communicate Fix’ link on a problem record
Assigned to users of the related incidents
4 primary tables associated with Catalog Definitions.
- Catalog Item (sc_cat_item)
- Catalog (sc_catalog)
- Category (sc_category)
- Order Guide (sc_cat_item_guide)
3 different ways ITIL processes interact with Knowledge Management
- troubleshooting information
- workaround information
- access to knowledge articles via the service catalog
From APM perspective, what do Application Services represent?
Installed Instances
What table can be used when integrating third-party data into the CMDB to create CI relationships compliance with CSDM.
Suggested Relationship (cmdb_rel_type_suggest)
Types of tests can be run by users to make sure CMDB works after upgrading and deploying new apps or integrations?
Quick Start Tests
2 ways to organize CIs by user group and automatically sync values on a collection of CIs?
- Technical Service Offering
- CI Class Manager
What IT challenges can be solved with CMDB?
- Regularly maintain complex data for accuracy
- Make sense of data to drive decisions and services
- Consolidate disparate CI data into a single CMDB
CI class NOT included in the search results for CIs, affected CIs or impacted services within an Incident record?
Service Offering
Options are supported by IRE for CI updates with reclassification?
Downgrade
Upgrade
Switch
Needs activated/installed to use CMDB quick start tests?
CMDB - ATF Tests plugin
Role assigned to users for improved security remediate de-duplication tasks in CMDB?
cmdb_dedup_admin
How do you verify CMDB is still operational after upgrades/deployments of new applications or integrations if you have a customized CMDB?
Copy and configure the quick start tests
What standard fields and values in CSDM framework can be used consistently across applications to track assets life cyle?
- Life-cycle Stage
- Life-cycle Stage Status
Role that can customize which cards appear in ‘important actions’ title in the CMDB Workspace to reflect priorities in your organization?
sn_cmdb_admin
What do you convert your legacy manual services into to align with the CSDM, leverage ITOM capabilities, and use them with service monitoring and change management?
Dynamic application services (cmdb_ci_service_calculated)
What related list can you use to extend and track the different types of groups assigned to a CI?
Teams
What table can provide you with the info to decide whether it is safe to delete a non-dependent CI relationship?
Relationship Sources (sys_rel_source)
CMDB table that stores the basic attributes of all the CIs?
Configuration Item (cmdb_ci)
What does ITOM Visibility use to identify and add CI relationships to the Suggested Relationship Table?
Enhanced Discovery Patterns
What table in the base system details the appropriate relationship types for a CI type based on its class?
Suggested Relationship (cmdb_rel_type_suggest)
How can you integrate 3rd party data into the CMDB without compromising its integrity?
BY using the Integration Hub ETL
What CMDB query run scenarios can you use to apply the batch size value?
- A scheduled Job
- A scriptable API
- The Query Builder user interface
Automatically deleted when non-dependent relationship is deleted from the CI Relationship (cmdb_rel_ci)
All corresponding records in the Relationship Sources table
Which of the following is a requirement for using the CMDB Data Manager?
Active life-cycle rule with each target class in a life-cycle policy
Source types available when viewing the source of a knowledge article search in the search log.
Portal
Classic
Workspace
Knowledge Classic
Other
Tool that allows users to reuse content by creating, editing, and publishing knowledge blocks.
Agent Workspace
Plugin needs to be enabled to add Knowledge Version (kb_version) to store versions of article.
Knowledge Management Advanced Installer
3 apps that can support dark theme?
- Incident Management
- Change Management
- Knowledge Management
How many articles can you translate with the bulk translation feature?
Up to 200 articles
Default data retention policy for knowledge view logs?
1 calendar year
SN application in the Now Mobile app enables users to retrieve more relevant knowledge articles in search results and have a better experience.
AI Search
2 baseline workflows that can be assigned to each knowledge base.
Knowledge - Instant Retire
Knowledge - Approval Retire
Type of tests that can be run by users to verify Knowledge Management still works after upgrading and deploying new applications or integrations.
Quick Start Tests
Who can contribute if no User Criteria are specified for ‘Can Contribute’ in a Knowledge Base?
Knowledge Base Managers
What community posts allow you to harvest structured knowledge articles?
- Solved questions with accepted solutions
- Unstructured discussions around a question
4 sorting options are available when searching for a knowledge article on the knowledge portal?
- Relevancy
- Views
- Newest
- Alphabetical
How can the reports and metrics for unauthenticated users on the Knowledge Management dashboard help knowledge managers?
Track trends of unauthenticated users knowledge searches and article views and measure search effectiveness
Levels User Criteria be used in Knowledge Management to control who can read and contribute?
Knowledge Block
Knowledge Article
Knowledge Base
2 Knowledge Article types?
HTML
Wiki
What can you disable for knowledge articles from a knowledge base form?
Suggesting
Commenting
Rating
3 statements about MS Word
- Only supports Word Online
- Text size less than 1MB
- Knowledge Management - Add-in for Word
Role that can create User Criteria for Knowledge Base
user_criteria_admin
2 different levels for a request to be approved.
Request (sc_request)
Requested Item (sc_req_item)
Who can create additional ad-hoc tasks for a requested item?
Fulfillers with permissions
Who has ‘read’ access to the Requested Item (sc_req_item) record?
- Requested For User
- Opened by User
- Approver
2 roles you need to set the scope of a catalog item using catalog template in catalog builder.
- delegated_developer
- catalog_admin
Which types of tabs are available by default for a submitted request on the Standard Ticket page in Service Portal
- Attachments
- Activity
3 things the request record includes?
- Status of overall order
- Specific items ordered
- Aggregate price of the order
Filter condition that allows you to report on incidents created from ‘Create Incident’ record producer where value of ‘Urgency’ question is ‘2-Medium’
Apply a filter condition: ‘Question.Create.Incident.Urgency’ is ‘2-Medium’
4 ways approvers access and approve a request
- Service Portal
- SN Mobile Application
- Email notification links
- My Approvals module
How can you enforce the scope of a catalog item during the creation of the item in Catalog Builder?
By configuring it in the catalog item templates
How can custom actions be created and configured for Service Catalog Wizards?
Using declarative actions
What configuration in the Service Catalog gives employees a consumer-grade experience finding relevant catalog items in Service Portal and Now Mobile.
AI Search
What level of ACL has been added to the catalog item (sc_cat_item) table for the catalog_builder_editor role?
Field
What is the character limit for question labels and names in the Catalog Builder?
label: 255
name: 100
3 limitations of variables for Service Portals
- UI pages are not supported
- Widgets should be used instead of Macros
- Formatters may contain a max of 2 columns
What can you leverage on the SN Platform to eliminate scripting for a catalog item or a variable set?
Data Lookup Rules
4 primary tables associated with catalog definitions?
- Order guide
- Catalog item
- Category
- Catalog
3 service request roles that can maintain categories and catalog items and update catalog definitions.
- catalog_manager
- catalog_admin
- catalog_editor
What condition is the delegated request experience NOT supported?
If 2-step checkout is enabled
Where can you view instructions or help text associated with a catalog item variable for additional context?
In the variable editor in Workspace
When can you trigger a pre-publish flow that is defined in Catalog Builder?
After submitting a catalog item
What Dashboard enables you to monitor aggregated catalog item data like fulfillment automation coverage, transition coverage, and conversational coverage.
Service Catalog Overview
Which role can manage all aspects of the Service Catalog application and the scripting functions?
Administrators
2 plugins you activate to enable automated tests for service catalog.
- ATF Service Catalog
- ATF Service Catalog Service Portal
Requested item record is referenced to what 2 records?
Parent requests
Child catalog tasks
What user interface page is used when viewing translation status of catalog items, requesting a translation, translating catalog items?
Comparison UI
Predefined grouping of catalog items that allow you to select the products and services you need quickly?
A bundle
3 Service Catalog formatters allow accessibility enhancements.
- Variable Editor
- RITM Approval Summarizer
- REQ Approval Summarizer
Where can you use the VEditor formatter to show variables entered in the catalog item form?
- Catalog Task form
- Requested Item form
SD agent submits a request for a new phone and extra charger. Approver rejects the RITM for the extra charger. What happens to the RITM for the phone?
RITM for the phone continues through the approval process
2 things you can do with MRVS
- Hide variables
- disallow duplicate values
3 ways catalog items are rendered in Virtual Agent?
- Conversation Mode
- In a Window
- As a Popup
A fulfiller has completed all tasks for 1 of the items in a request and the tasks are set to Closed. What happens to the workflow?
Requested Item is automatically set to Closed Complete
How can cascaded variables be hidden from an order guide to the underlying catalog items?
onLoad Catalog Client Script
