itsm 3 Flashcards
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
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
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
In the CAB workbench, what are some ways the CAB manager can identify the Change requests to be added to a particular meeting agenda? (Choose two.)
A. Change requests meeting different conditions, like Risk level or Type
B. Change requests planned within a certain date range
C. Use any of the options on the Agenda Criteria Tab
D. Change requests for a certain Change Flow Definition
A. change requests meeting different conditions, like risk level or type
B. change requests planned within a certain date range
A change user complains that with the new Preapproved tab, they have to search through many options to find the Reboot Windows Server change. Since they use this change several times per day, it is inconvenient. What should you suggest to make it easier for the change user?
A. Use the Pin feature
B. Make a Favorite
C. Use the keyword search
D. Drag the change tile to the Navigation pane
A. Use the pin feature
Roles control which users can perform which actions on a change record. What are actions, which cannot be performed by anyone, even an administrator? (Choose two.)
A. Update Change Type on an existing change record
B. Delete a Change record
C. Delete a Standard Change Template
D. Delete CAB Definition
A. Update change Type on an existing change record
C. Delete standard change template
In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)
A. Automatically via the Change - Implementation subflow
B. Manually by the user during New, Assess, and Authorized states
C. Automatically depending on the category selected on the Change Request
D. Manually by the user during all states, except Closed or Canceled
A. Automatically via the change - implementation subflow
D. Manually by the user during all states, ecxcept closed or canceled
In the baseline Change - Normal model, when the Change request goes to the Review state, what happens to the implementation and testing tasks, if they have not been closed.
A. They are automatically canceled
B. They are automatically closed
C. They are automatically assigned to the Change assignee and closed
D. An error displays, requiring that the Tasks be closed before moving to Review
A. They are automatically canceled
On the Unauthorized Change Properties module what can you configure? (Choose two.)
A. Enable/Disable creation of Unauthorized changes
B. Maximum number of unauthorized change records for a CI
C. Unauthorized Change Dashboard
D. CI classes to monitor
A. Enable/disable creation of unauthorized changes
D. CI classes to monitor
How do you describe the relationship between a Knowledge article and a Knowledge base category?
A. Articles can only be published to one category
B. Articles must be published to at least one category
C. Articles must be approved by the selected category owner
D. Articles can be published to a category and subcategory
A. Articles can only be published to one category
What are the different ways a user can provide feedback on a knowledge article? (Choose four.)
A. 10 Star scale
B. Comment on Article
C. Helpful?
D. Flag Article
E. 5 Star scale
F. Pin Article
B
C
D
E
When using the Knowledge - instant Retire workflow, how does the Valid to date enact a Knowledge article?
A. On Valid to date, article is automatically retired
B. On Valid to date, retire notification is sent to the Knowledge article author
C. On Valid to date, retire notification is sent to the Knowledge base owner
D. On Valid to date, the article is archived
A. On valid to date, article is automatically retired
In the ServiceNow native platform, the service catalog can be accessed via the Self-Service > Service Catalog module. Your customer wants to make modifications to this home page, to add, remove and re-arrange the categories.
Users with what roles can make these edits? (Choose two.)
A. catalog_admin
B. sc_catalog_admin
C. catalog_editor
D. sn_catalog_homepage_write
E. admin
A. Catalog_admin
E. Admin
