itsm 12 Flashcards
How do you define the content that is tracked and displayed in all Incident record activity streams?
A. Configure the Activity stream client script
B. Configure the incident form design
C. Configure the dictionary entry for the Activity stream
D. Configure the available fields from the Activity stream filter
D. configure the available fields from the activity stream filter
Which table stores incident categories and subcategories?
A. Category [sys_category]
B. Task Category [task_category]
C. Choice [sys_choice]
D. Incident [incident]
C. Choice [sys_choice]
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
A. Publish Workaround
B. Document a Known error
C. Complete Investigation
D. Complete RCA
E. Document Five Whys
A. Publish workaround
Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency
.Which module should you use to locate and update the Priority Problem Lookup record?
A. Priority Matrix
B. Choice Lists
C. Data Lookup Definitions
D. Priority Rule Definitions
C. Data lookup definitions
The current status of a problem record is tracked in the State field. Each state has a label, value and constant. This example is for Fix in Progress state:
Label: Fix in Progress -
Value: 104 -
Constant Problem State STATES.FIX IN PROGRESS
Your customer wants to add a prerequisite for moving out of the Fix in Progress state. When you update the script include which value is better to use in the script?
A. 104
B. “Fix in Progress”
C. ProblemState.STATES.FIX_IN_PROGRESS
D. 104.ProblemState.STATES.FIX_IN_PROGRESS
C. ProblemState.STATES.FIX_IN_PROGRESS
A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis.
What would be the next step for this problem?
A. If 7 days has passed, since the Problem was closed, it cannot be re-opened
B. Problem Manager clicks Re-Analyze on the Problem record
C. Problem Assignee clicks Re-Open on the Problem record
D. Administrator clicks Re-Open on the Problem Record
B. Problem Manager clicks Re-Analyze on the Problem record
Which baseline Change Flow automatically generates a Change task, for Post Implementation Review?
A. Change - Emergency - Review
B. Change - Emergency - Authorize
C. Change - P1 - Review
D. Change - Major Incident - Authorize
E. Change - Emergency - PIR
A. Change - Emergency - Review
Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services.
What should you do to satisfy this requirement?
A. Add a new Policy Input to the Normal Change Approval Policy
B. Add a new Decision to the Normal Change Approval Policy
C. Add a new Change Approval Policy
D. Add a new Decision to the Normal Change Workflow
B. Add a new Decision to the Normal Change Approval Policy
What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)
A. Manage Risk Assessments
B. Delete CAB Definition
C. Manage Risk Conditions
D. Delete Change
E. Create and manage Approval Policies
A. Manage risk assessments
C. Manage Risk conditions
D. Delete change
You have just upgraded your instance and have not migrated to multimodal change.
Using the default settings, when you click on Change > Create new, what page displays?
A. Change Interceptor
B. Change Form
C. Change Landing Page
D. Change Overview
A. Change interceptor
What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting? (Choose two.)
A. % Successful Changes
B. Count of Completed Changes per Month, by Change Type
C. % Unauthorized Changes
D. Count of Completed Changes per Month, by Category
A. % Successful Changes
C. % Unauthorized Changes
Your customer wants to add a notification to the Change - Emergency - Authorize Flow. What is the first thing you would do to meet this requirement?
A. Create a copy of the baseline Change - Emergency - Authorize Flow, and then edit the new copy
B. Create a backup of the baseline Change - Emergency - Authorize Flow, and edit the baseline flow
C. Deactivate the baseline Change - Emergency - Authorize Flow
D. Unpublish the baseline Change - Emergency - Authorize Flow
A. create a copy of the baseline change - emergency - authorize flow, and then edit the new copy
In Change Management, what does a Model State contain? (Choose two.)
A. Model State transitions conditions
B. Model State properties
C. Model State transition policies
D. Model State transitions
A. Model state transition conditions
D. Model state transitions
At which level can the type of knowledge feedback be enabled or disabled?
A. Knowledge base
B. Knowledge article
C. Knowledge category
D. Knowledge article template
A. Knowledge base
