itsm 4 Flashcards
What would you use to create a New Hire Employee request which would allow you to order your workstation and company mobile?
A. Knowledge item
B. Record Producer
C. Catalog Item
D. Order Guide
E. Content Item
D. Order guide
Which tool allows process owners to use natural language to automate approvals, tasks, notifications and other record operations with little to no code?
A. Workflow Mapper
B. Workflow Manager
C. Flow Designer
D. Flow Dashboard
E. Process Designer
C. Flow designer
What process is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the catalog and ensuring that a central, accurate, and consistent source of data is provided?
A. Service portfolio management
B. Catalog item management
C. Service mapping
D. Service catalog management
D. Service catalog management
Your customer needs different catalogs for:Human Resources - employee facing - for submitting requests to HRCustomer - external customer facing - for ordering company products and servicesWhen these catalogs are created, in which table would the definition be stored?
A. Business Services Catalog [bs_catalog]
B. Catalog [sc_catalog]
C. Service Portfolio Catalog [sc_portfolio]
D. Service Offering Catalog [sn_offering]
B. Catalog [sc_catalog]
When creating a catalog, which field specifies who can edit, update, and delete catalogs, categories, and catalog items?
A. Manager
B. Contributors
C. Owner
D. Editors
A. Manager
Which type of catalog item may be found in a Service Catalog?
A. Requested Items
B. Record Producers
C. Categories
D. Execution Plans
B. Record producers
Which of the following are users able to do when configuring stages in Flow Designer? (Choose two.)
A. Display the stages to the requester
B. Create any number of stages
C. Import a copy of a pre-defined stage set
D. Define the stage set in a subflow
B. Create any number of stages
C. Import a copy of a pre-defined stage set
When creating a catalog, which field specifies who is able to create, modify, and publish items in the catalog?
A. Editors
B. Item Admins
C. Item Owners
D. Authors
A. Editors
When defining catalog categories and subcategories, what are some good practices to follow? (Choose two.)
A. Align categories with CMDB classes where possible
B. Keep the number of top-level categories to 8-10
C. Remember that items can only be assigned to one category
D. Do not go too deep with subcategories: go only 1-2 levels deep
B
D
In request fulfillment, approvals can be required before a request can be fulfilled. Your customer is worried about requests getting stuck in the process flow, if the approver is on extended absence from the office.
What can you suggest to alleviate this concern? (Choose two.)
A. The approver can use the Delegate module to assign a person to approve on their behalf, while they are away from the office
B. The approver can set their approval notifications to forward to their personal email address
C. The approval can be defined as a group approval, where any member of the group can approve
D. The approver can set their approval notifications to auto-reply with “approved” in the subject line
A. The approver can use the Delegate module to assign a person to approve on their behalf, while they are away from the office
C. The approval can be defined as a group approval, where any member of the group can approve
Released in Quebec, what tool enables you to delegate the creation and maintenance of common and simple use case Catalog Items to business users?
A. Catalog Wizard
B. Catalog Designer
C. Catalog Item Builder
D. Catalog Builder
D. Catalog builder
Request fulfillment relies on three record types, Requests, Requested Items, and Catalog Tasks. The lifecycle status of these records is reflected in a combination of state and stage fields. Which status field is set by the flow?
A. Stage on Requested item
B. Status on Request
C. State on Catalog Task
D. State on Requested Item
A. stage on requested item
Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.
What Now Create assets do you recommend they review, to prepare? (Choose two.)
A. Service Catalog and Request Mgmt - Workshop Preparation Guide
B. Service Catalog and Request Mgmt - Process Guide
C. IT Service Management - Typical Challenges and Remediation
D. ITSM - Business Outcomes and Corresponding KPIs
A
B
Which role would give you access to the CI Class Manager?
A. ecmdb_admin
B. ecmdb
C. class_manager
D. sn_class_manager
A. ecmdb_admin
What module do you use to change the setting for the time between incident Resolution and Closure?
A. ITSM Properties
B. System Settings
C. Incident Settings
D. Incident Properties
E. Resolution Properties
D. Incident properties
