itsm 2 Flashcards
When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number?
A. New incident created from the message
B. New interaction is created from the message
C. Email is rejected and auto-reply sent to sender
D. New case is created from the message
A. New incident is created from the message
Under what circumstances, should you use the Communicate workaround Related Link on the Problem record?
A. The workaround is helpful information for the Callers on the Problem’s related Incidents (open)
B. The workaround should be published to a knowledge article, visible from the portal
C. The workaround is helpful information for the members of the Problem’s Assignment Group
D. The workaround is helpful information for the members of the Problem’s Work notes list
A. The workaround is helpful information for the callers on the problems related incidents (open)
Which interface is designed for tier 1 IT agents who solve internal or external customer issues?
A. ITSM Dashboard
B. IT Service Management Workspace (Agent Workspace)
C. ITIL Homepage
D. Incident Overview
B. IT Service management workspace (Agent workspace)
When using Agent assist in the Agent workspace, what are examples of possible solutions can be automatically searched and displayed? (Choose five.)
A. Runbook Actions
B. Knowledge
C. SQL Queries
D. Problems
E. Changes
F. Cases
G. Incidents
B
D
E
F
G
Which module is a useful starting point for a manager to view current state operational information for Incident management?
A. CMDB Health Dashboard
B. Incident > Overview
C. Manager Workspace
D. Critical Incidents Map
B. Incident > overview
The Problem Manager wants the Problem Coordinators to be able to Re-analyze a Completed Problem.Which module could they use to make this change?
A. Problem > Administration » Problem Properties
B. System UI > UI Action Groups
C. State Management > State Models
D. System UI > Form Actions
E. System UI > UI Actions
A. Problem > Administration » Problem Properties
Your Problem Manager has a structured problem management process, which includes a final review of the solution implemented and of the data regarding incident reduction. When a problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee.What feature would you use to meet this requirement?
A. State Model
B. Workflow Dashboard
C. Action Modeler
D. Task Creator
E. Flow Designer
E. flow designer
Your customer needs help defining Category values for the Problem records. What approach should you suggest? (Choose two.)
A. Re-use existing categories from legacy systems
B. Define categories based on the customer’s CMDB classes
C. Re-use existing categories from incident management
D. Define categories based on ITIL problem taxonomy
B. Define categories based on the customer’s CMDB classes
C. Re-use existing categories from incident management
Users with which role can Communicate a workaround or fix? (Choose two.)
A. itil_admin
B. problem_coordinator
C. problem_task_analyst
D. problem_admin
B. Problem_cordinator
D. Problem_admin
A tester wants to submit a bug report, because they are not able to see the Communicate Fix link under the Related Links on the Problem form.What do you recommend that they confirm, before submitting the bug report? (Choose two.)
A. Tester is impersonating a user with communications.manager role
B. Tester is impersonating the assignee, which has the problem_coordinator role
C. Tester is impersonating a user with problem_coordinator role
D. The Fix notes field is filled in and saved
B. Tester is impersonating the assignee, which has the problem_coordinator role
D. The fix notes field is filled in and saved
Problem and Problem Task records, move automatically from New to Assess states, when which fields are filled? (Choose two.)
A. Short Descriptor
B. State
C. Assigned to
D. Configuration Item
B. state
C. Assigned to
On a Change Approval Definition record, what does the ‘wait for’ condition define?
A. Whether the change approval is sent to an individual user or a group
B. The state the change must be in before the approval notifications can be sent
C. The number or percentage of users from the approval group that must approve the change
D. The fields that must be populated before the approval can be requested
C. the number of percentage of users from the approval group that must approve the change
In what table are Change records stored?
A. Change [change_task]
B. Change Request [rfc]
C. Change Request [change_request]
D. Change [change]
E. Change [task_change]
C. Change Request [change_request]
