Fragen Flashcards
Which of the following statements is true when an Incident has several child Incidents?(4)
Parent Incident updates to: State Comments Work Notes Resolutions Code are updated for all active Children (Inga automatiska ändringar sker)
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?
Set ‘Use cart Layout ‘ to false on the Catalog Item and set both ‘No Quantity’ and ‘Omit Price in Cart’ to true
In which situation would an Order Guide be used?
Multiple items are typically ordered together
Which of the following describes the purpose of User Criteria when used in the Service Catalog application?
Determine who can see Categories and Items
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 __________ ?
Incident Deflection
incident task table and change task table extended from …
Task
In the base system, when is the 1st notification sent for an SLA workflow
50%
Common recurring Catalog Variables can be grouped and standardized using
Variable Sets
What are the considerations for determining the need for multiple Service Catalogs
Services and types of services
Audience
Administration Delegation
What is a key benefit of implementing knowledge Management
Detecting the creation of incidents so users may help themselves with common issues
Problem management investigation and diagnosis activities include (4)
Conduct a root cause analysis
create problem tasks
Document root cause and workarounds
Communicate details about the known Error (if appropriate))
Best practice for using service catalog categories include
Organize categories in a way that your audience will understand
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.
Incident.State.CLOSED,
Incident.STATE.IN_PROGRESS
What actions on the incident tables require the itil_admin role.
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.)???
ITIL term refers to the cause of one or more incidents that is typically unknown at the time of detection
Problem
The change management lifecycle steps in order include (4)
Creation and Scope
Approval
Implementation
Closure
What triggers the re-open count field value on an incident to be incremented (ökat)?
State changes from Resolved to Open
What is the Incident management Lifecycle? (3)
Creation and Classification
Investigation and Diagnosis
Resolution and Closure
What is the GOAL of Incident management?
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
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
connect support
What is the minimum role required for a user to create an emergency change?
ITIL
In change management, which record should be modified to restrict when a change can move to a specific state.
ChangeRequestStateModel Script Include
When evaluating change request states in a script include, which is the preferred method for referencing a state?
Use the State name Constant, such as ChangeRequestStateHandler.SCHEDULED
Which mechanism is used to specify who can read articles and who can contribute articles in a knowledge base?
User Criteria
Which condition must be met to have a knowledge article displayed on the knowledge home page in the featured content section?
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)
What knowledge management capability allows users to ask and answer questions amongst peers within a knowledge base?
Social Q and A
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
CIs defined directly in the cmdb_ci_computer and all child classes
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?
Add additional Categories in the Catalog Item’s Categories Related List)
For each requested Item a …. enables the approval and the delivery of that item
Workflow
Which of the following service catalog records may serve as a container for multiple requested items?
Request
Primary tables associated with request fulfillment begin with the prefix
sc_
Which of the following represents the overall lifecycle of a request?
Submittal -> Approval -> Fulfillment -> Closure
In the baseline configuration for service catalog workflows which of the following statements are true
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
In the baseline platform configuration of change management, which of the following are controlled by the change request-normal workflow? (3)
Approvals
Notifications
Rollback
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
Svar från quizlet:
Standard changes are typically low risk and have detailed procedures
Standard changes can be automated
Which of the following can be used to standardize the body of outbound email notification?
Email Templates
XML exports of knowledge articles include Text but DO NOT include attachments
True or False?
False, attachments are included
Which is often the result of poorly managed and unplanned changes?
High volumes of incidents
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
Choice [sys_choice]
which table is the base class for the configuration management database?
Base Configuration Item [cmdb_ci]
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)
Configuration Item Change Tasks Risk Backout Plan Category Also: Test Plan, Description, Short Description, Priority, Impact, type, Assignment Group, Assigned To
The Knowledge [kb_knowledge] table is extended from
base table, no table!
If you hover over the reference icon for a Caller, and a sys_popup view hasn’t been configured, which view is used?
Default
How do you impose prerequisites or limits for moving from one state to another (Incident) what should be used?
Incorporate new logic in the IncidentState script include
What table is used for incident categories and subcategories?
The choice table [sys_choice]
In change management what is the purpose of the risk assessment survey?
determine the risk of the change based on the user responses to a risk assessment
Which of the following components can be turned on or off in the Service Catalog Cart Layout? (1 example)
Quantity Also correct: Cart Order Proceed to Checkout Button Order Now Button Price in Cart
Which Incident States are considered “Active”? (4)
New
In Progress
On Hold
Resolved
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)
Product Release Release Phase Feature Release Task (sida 299) (INTE epic, project)
Fix is copied to Comments field for all incidents where:
State = On Hold
On Hold reason = Awaiting Problem
Which additional roles do you get when you activate the MIM (Major Incident Management) plugin?
major_incident_manager
communications_manager
incident_manager (added responsibilities)
Vilka variebler/formatters kan man inte använda i Mobile?
Osäker på denna gällande svaret…
(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
What are the change states for a Normal change? (8)
New (std change) Asess Authorize Scheduled (std) Implement (std) Review (std) Closed (std) Canceled (std)
What is NOT true regarding importing XML files- ?
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)
What role can delete a problem?
problem_admin
What is NOT needed when deciding the need for multiple service catalogs?
Size of the company
What is NOT a part of the Incident management Lifecycle?
Approval
Fulfillment
What workflow is used in a change request? (change request - normal workflow enl bok - 5 steg)
Assess Authorise Approve Implement Review
Which of the following is correct for Standard changes (choose 2) ?
Standard changes are typically low risk and have detailed procedures.
Standard changes can be automated
If the Risk assessment plugin is enabled:
risk is calculated on both the risk assessment AND the risk conditions
Egen fråga:
Problem Management Configuration/Lifecycle stages are (3):
Detection and Logging
Investigation and Diagnosis
Resolution and Closure
