ITSM 2 Flashcards
The Problem table is extented from what table?
A. Task
B. Major Incident
C. Outage
D. Problem Task
E. Incident
A. Task
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»_space; Problem Properties
(Pg. 347)
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
(Pg. 359)
Your customer needs hels 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 an incident management
(Pg. 344)
When a user clicks on the Communicate fix UI action on the Problem form, what happens?
A. Fix is written to the Comments field on any Incident associated with the problem, which is On Hold, Awaiting Problem
B. Fix is written to the Work notes field on any Incident associated with the problem, which is Active
C. Fix is written to the Comments field on any Incident associated with the problem, which is Active
D. Fix is written to a draft Knowledge article
B. Fix is writter to the Work notes fiedl on any incident associated with the problem, which is Active.
(Pg. 356)
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_coordinator
D. problem_admin
(Pg. 337)
When a user clicks on the Communicate workaround UI action on the Problem form, what happens?
A. Workaround is written to the Comments field on any open Incident associated with the problem
B. Workaround is written to the Workaround field on any incident associated with the problem
C. Workaround is written to a draft Knowledge article
D. Workaround is written to the Work notes field on any open Incident associated with the problem
D. Workaround is written to the Work notes field on any open incident associated with the problem.
(Pg. 355)
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
(Pg. 353)
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 or percentage of users from the approval group that must approve the change
(pg. 434)
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]
(Pg. 390)
Risk is configured by default, to calculate Risk = High for a change that is scheduled with only 3 days lead time. Your customer’s change policy requires that changes be requested with 5 days lead time.
How would you satisfy this requirement?
A. Update the Risk Property for Insufficient lead time
B. Update the Risk Assessment Matrix for Insufficient lead time
C. Update the Calculate Risk UI Action
D. Update the Risk Matrix for insufficient lead time
E. Update the Risk Condition for Insufficient lead time
E. Update the Risk Condition for Insufficient lead time
How are Releases related to Projects?
A. Project tasks and Release tasks are interchangeable
B. Projects can be part of one or more releases
C. Project features are components of a release
D. Projects need to be completed before releases can be defined
E. Projects are used to do root cause analysis for releases
B. Projects can be part of one or more releases
(Pg. 485)
What baseline Change Flows support the baseline Normal Change model?
A. Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Implement Change - Implementation tasks
B. Change - Normal - New, Change - Normal - Review, Change - Normal - Close, Change - Implementation tasks
C. Change - Normal - New, Change - Normal - Assess, Change - Normal - Implement, Change - Implementation tasks
D. Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Close, Change - Implementation tasks
A. Change - Normal- Assess, Change - Normal - Authorize, Change - Normal - Implement Change - Implementation tasks
(Pg.444)
Which of the following Change Task Types are available by default? (Choose three.)
A. Planning
B. Testing
C. Review
D. Deployment
E. Verification
A. Planning
B. Testing
C. Review
