itsm 11

Question 1

The ability to authorize requests is enabled using a role which requires a user license. What is this role?

A. approver_user
B. sn_approval_write
C. sc_approver
D. approver

Answer 1

A. Approve_user

Question 2

Released in Quebec, what tool enables the creation of templates for Catalog Items?

A. Template Builder
B. Catalog Wizard
C. Catalog Template Library
D. Catalog Builder
E. Template Management

Answer 2

D. Catalog builder

Question 3

Your customer would like to add a field to the Something is Broken record producer form.
Which formatter would you use to add the field?

A. Form Designer
B. Record Producer Form Designer
C. Default Variables Editor
D. Variable Designer
E. Editor

Answer 3

C. Default variables editor

Question 4

Which type of catalog item may be found in a Service Catalog?

A. Requested Items
B. Content Items
C. Categories
D. Execution Plans

Answer 4

B. content items

Question 5

When a user submits a service request from a catalog, what actions are triggered, based on the flow definition? (Choose three.)

A. Tasks
B. Access Controls
C. Action Specs
D. Notifications
E. Approvals

Answer 5

A. Tasks
D. Notifications
E. Approvals

Question 6

When building out a service catalog, categorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain categories? (Choose three.)

A. catalog_admin
B. itil_admin
C. catalog_manager
D. catalog_editor
E. catalog_builder_editor

Answer 6

A. Catalog_admin
C. Catalog_manager
D. Catalog_editor

Question 7

When defining SLAs for the service catalog, at what level is the SLA typically defined?

A. Requested Item
B. Request
C. Service Catalog
D. Catalog Task

Answer 7

A. Requested item

Question 8

What functionality can be used to define the sequence of activities that should be taken to complete catalog items? (Choose two.)

A. Activity May
B. Workflow
C. State Transitions
D. Flow

Answer 8

B. Workflow
D. Flow

Question 9

Your customer wants to limit the users who are able to see internal Network requests, to members of the Network department.
Which roles would enable you to make these required changes? (Choose two.)

A. catalog_editor
B. user_criteria_admin
C. catalog_admin
D. catalog_manager

Answer 9

B. user_criteria_admin
C. catalog_admin

Question 10

What should you use to capture data in a grid layout on a catalog item?

A. Multi-row variable set
B. Variable set
C. Cascade variable
D. Grid variable

Answer 10

A. Multi-row variable set

Question 11

From a data model perspective, which table is the base class for the configuration management database?

A. Configuration Item [cmdb_ci]
B. Asset [asset]
C. Base Item [cmdb_base_item]
D. Base Configuration Item [cmdb]

Answer 11

D. Base Configuration Item [cmdb]

Question 12

Which role has the ability to configure and manage Incident Management properties?

A. incident_admin
B. itil
C. itil_admin
D. incident_manager

Answer 12

D. Incident_manager

Question 13

Which of the following options can a survey administrator define on an individual survey? (Choose two.)

A. The ability for end users to decline survey assignments
B. Number of survey reminder notifications
C. Trigger conditions
D. Anonymize responses

Answer 13

C. Trigger conditions
D. Anonymize responses