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CIS-ITSM fragen > Fragen > Flashcards

Fragen Flashcards

1
Q

Which of the following statements is true when an Incident has several child Incidents?(4)

A 
Parent Incident updates to:
State
Comments
Work Notes
Resolutions Code 
are updated for all active Children (Inga automatiska ändringar sker)
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2
Q

For the majority of Catalog Items, the customer requires Quantity and Price to be displayed. However, for one Item, the customer would like to omit these two fields. Which of the following approaches should be used to satisfy this requirement?

A

Set ‘Use cart Layout ‘ to false on the Catalog Item and set both ‘No Quantity’ and ‘Omit Price in Cart’ to true

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3
Q

In which situation would an Order Guide be used?

A

Multiple items are typically ordered together

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4
Q

Which of the following describes the purpose of User Criteria when used in the Service Catalog application?

A

Determine who can see Categories and Items

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5
Q

When an end-user (with no roles in the platform) submits an Incident using the eSelf-Service interface or Service Portal, Related Search Results automatically display search results from Knowledge Bases and Service Catalogs. These Related Search Results are a form of __________ ?

A

Incident Deflection

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6
Q

incident task table and change task table extended from …

A

Task

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7
Q

In the base system, when is the 1st notification sent for an SLA workflow

A

50%

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8
Q

Common recurring Catalog Variables can be grouped and standardized using

A

Variable Sets

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9
Q

What are the considerations for determining the need for multiple Service Catalogs

A

Services and types of services
Audience
Administration Delegation

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10
Q

What is a key benefit of implementing knowledge Management

A

Detecting the creation of incidents so users may help themselves with common issues

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11
Q

Problem management investigation and diagnosis activities include (4)

A

Conduct a root cause analysis
create problem tasks
Document root cause and workarounds
Communicate details about the known Error (if appropriate))

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12
Q

Best practice for using service catalog categories include

A

Organize categories in a way that your audience will understand

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13
Q

When referring to a state of an incident in serverside code. Such as in script include, business rules or UI actions. Which method is the preferred way to refer to the state field value.

A

Incident.State.CLOSED,

Incident.STATE.IN_PROGRESS

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14
Q

What actions on the incident tables require the itil_admin role.

A

Delete Incident record (enda jag kan se skiljer mot ITIL)
Detect Incident???
Close Incident, but you can close if it’s ‘your’ incident, even if you aren’t an itil_admin.)???

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15
Q

ITIL term refers to the cause of one or more incidents that is typically unknown at the time of detection

A

Problem

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16
Q

The change management lifecycle steps in order include (4)

A

Creation and Scope
Approval
Implementation
Closure

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17
Q

What triggers the re-open count field value on an incident to be incremented (ökat)?

A

State changes from Resolved to Open

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18
Q

What is the Incident management Lifecycle? (3)

A

Creation and Classification
Investigation and Diagnosis
Resolution and Closure

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19
Q

What is the GOAL of Incident management?

A

To restore normal service operation as quickly as possible within an agreed service level agreement (SLA), minimize the impact on business operations, and ensure the best possible levels of service quality and availability are maintained

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20
Q

Which servicenow feature allows users to contact service desk agents using chat queues and allows service desk agents to open incidents directly from chat sessions with users

A

connect support

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21
Q

What is the minimum role required for a user to create an emergency change?

A

ITIL

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22
Q

In change management, which record should be modified to restrict when a change can move to a specific state.

A

ChangeRequestStateModel Script Include

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23
Q

When evaluating change request states in a script include, which is the preferred method for referencing a state?

A

Use the State name Constant, such as ChangeRequestStateHandler.SCHEDULED

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24
Q

Which mechanism is used to specify who can read articles and who can contribute articles in a knowledge base?

A

User Criteria

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25
Q

Which condition must be met to have a knowledge article displayed on the knowledge home page in the featured content section?

A

Go to Featured content related list and click/create New
Click on the lock on Keywords, then click Search icon and select Homepage
Submitt (enl bok)

A record must be created in the Featured Content [kb_knowledge_keyword] table referencing the Article and a keyword of “homepage” (enl word)

26
Q

What knowledge management capability allows users to ask and answer questions amongst peers within a knowledge base?

A

Social Q and A

27
Q

Given the class structure below, which types of CIs will be included in a report run against the cmdb_ci_computer table?

  • cmdb
  • — cmdb_ci
  • — —- cmdb_ci_hardware
  • — —- —- cmdb_ci_computer
  • — —- —- —- cmdb_ci_server
  • — —- —- —- —- —- cmdb_ci_win_server
  • — —- —- —- —- —- cmdb_ci_linux_server
  • — —- —- —- —- —- —cmdb_ci_unix_server
  • — —- —- —- —- —– —- cmdb_ci_pc_hardware
A

CIs defined directly in the cmdb_ci_computer and all child classes

28
Q

A customer has a requirement to include a catalog item to order microsoft access in several categories so that users can find it easily. What is the best way to do this?

A

Add additional Categories in the Catalog Item’s Categories Related List)

29
Q

For each requested Item a …. enables the approval and the delivery of that item

A

Workflow

30
Q

Which of the following service catalog records may serve as a container for multiple requested items?

A

Request

31
Q

Primary tables associated with request fulfillment begin with the prefix

A

sc_

32
Q

Which of the following represents the overall lifecycle of a request?

A

Submittal -> Approval -> Fulfillment -> Closure

33
Q

In the baseline configuration for service catalog workflows which of the following statements are true

A

Requests with a value over $1000 require approval from the ‘Catalog Request Approvers
> $1000’ group, Approvals will be skipped if there are no members in the approval group

34
Q

In the baseline platform configuration of change management, which of the following are controlled by the change request-normal workflow? (3)

A

Approvals
Notifications
Rollback

35
Q

Jag fick:
Which of the following statements are correct for standard changes and standard change template.
Men hittade i quizlet:
Which of the following statements are correct for Standard Changes. Select all that apply

A

Svar från quizlet:
Standard changes are typically low risk and have detailed procedures
Standard changes can be automated

36
Q

Which of the following can be used to standardize the body of outbound email notification?

A

Email Templates

37
Q

XML exports of knowledge articles include Text but DO NOT include attachments
True or False?

A

False, attachments are included

38
Q

Which is often the result of poorly managed and unplanned changes?

A

High volumes of incidents

39
Q

on an incident form, category and subcategory fields include a drop down list of potential field values to allow users to categorize incidents. Which table stores the lists of potential fields values displayed in two fields

A

Choice [sys_choice]

40
Q

which table is the base class for the configuration management database?

A

Base Configuration Item [cmdb_ci]

41
Q

In the baseline configuration of the change management, which fields are included whenthe copy change Ui actions is used to copy a change request? (5 examples)

A 
Configuration Item
Change Tasks
Risk
Backout Plan
Category
Also: Test Plan, Description, Short Description, Priority, Impact, type, Assignment Group, Assigned To
42
Q

The Knowledge [kb_knowledge] table is extended from

A

base table, no table!

43
Q

If you hover over the reference icon for a Caller, and a sys_popup view hasn’t been configured, which view is used?

A

Default

44
Q

How do you impose prerequisites or limits for moving from one state to another (Incident) what should be used?

A

Incorporate new logic in the IncidentState script include

45
Q

What table is used for incident categories and subcategories?

A

The choice table [sys_choice]

46
Q

In change management what is the purpose of the risk assessment survey?

A

determine the risk of the change based on the user responses to a risk assessment

47
Q

Which of the following components can be turned on or off in the Service Catalog Cart Layout? (1 example)

A 
Quantity
Also correct:
Cart
Order
Proceed to Checkout Button
Order Now Button
Price in Cart
48
Q

Which Incident States are considered “Active”? (4)

A

New
In Progress
On Hold
Resolved

49
Q

Which of the following capabilities are inherited with the release management v2 plugin as a result of the release tables being extension of the plan tasks table? (5 exempel-2 st ej korrekt)

A 
Product
Release
Release Phase
Feature
Release Task
(sida 299) (INTE epic, project)
50
Q

Fix is copied to Comments field for all incidents where:

A

State = On Hold

On Hold reason = Awaiting Problem

51
Q

Which additional roles do you get when you activate the MIM (Major Incident Management) plugin?

A

major_incident_manager
communications_manager
incident_manager (added responsibilities)

52
Q

Vilka variebler/formatters kan man inte använda i Mobile?

Osäker på denna gällande svaret…

A

(formatters): Break – container start – container split – container end
(data variables):Email – html – label – list collector – lookup multiple choices – macro – macro with label – masked – multiple choices –UI page – url

53
Q

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

A 
New (std change)
Asess
Authorize
Scheduled (std)
Implement (std)
Review (std)
Closed (std) 
Canceled (std)
54
Q

What is NOT true regarding importing XML files- ?

A

Related records are included
(When performing an XML import, it is important to keep in mind that only the current record will be exported and not the records related to it)

55
Q

What role can delete a problem?

A

problem_admin

56
Q

What is NOT needed when deciding the need for multiple service catalogs?

A

Size of the company

57
Q

What is NOT a part of the Incident management Lifecycle?

A

Approval

Fulfillment

58
Q

What workflow is used in a change request? (change request - normal workflow enl bok - 5 steg)

A 
Assess
Authorise
Approve
Implement
Review
59
Q

Which of the following is correct for Standard changes (choose 2) ?

A

Standard changes are typically low risk and have detailed procedures.
Standard changes can be automated

60
Q

If the Risk assessment plugin is enabled:

A

risk is calculated on both the risk assessment AND the risk conditions

61
Q

Egen fråga:

Problem Management Configuration/Lifecycle stages are (3):

A

Detection and Logging
Investigation and Diagnosis
Resolution and Closure

CIS-ITSM fragen (1 decks)

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