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ITSM > ITSM 4 > Flashcards

ITSM 4 Flashcards

1
Q

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

A

D. Incident Properties

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2
Q

By default, when usning Inbound actions, what happens if an email is received which has an Incident watermark?

A. Incident SLA clock is un-paused
B. Incident record is updated, per the action’s script
C. Auto-reply sent to sender, recommending they use Portal chat
D. Incident record is re-set to state = attention required

A

B. Incident record is updated, per the action’s script

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3
Q

When using the Email Client, what is the difference between an Email Template and a Quick Message?

A. Email Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot
B. Email Template is defined and automatically applied when the email form launches; Quick Messages are defined and then can be manually applied by the user
C. Email Templates are included with ITSM; Quick Messages are new with Machine Learning
D. Email templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role

A

B. B. Email Template is defined and automatically applied when the email form launches; Quick Messages are defined and then can be manually applied by the user

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4
Q

Your customer wants incidents to close automatically 7 days after the incidents is resolved. How do you meet this requirement? (Choose two.)

A. Modify the Incident Lifecycle flow to trigger from the Resolved date instead of the Updated date
B. Update the incident_close UI action script
C. From the Incident Properties application, set Enable auto closure of incidents based on Resolution date to Yes
D. Modify the Incident Lifecycle flow to expire after 7 days

A

A. Modify the Incident Lifecycle flow to trigger from the Resolved date instead of the Updated date
C. From the Incident Properties application, set Enable auto closure of incidents based on Resolution date to Yes.

(Pg. 313)

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5
Q

What tools are available to the assignee to help resolve an Incident? (Choose two.)

A. Known Errors
B. Resolutions from similar incidents
C. CI Class Manager
D. Incident Overview Dashboard
E. Enterprise CMDB Dashboard

A

A. Known Errores
B. Resolutions from similar incidents

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6
Q

Your customer wants to use the Service Catalog to generate task-based records for end-user inquiries. What Service Catalog capability can you use to generate these records?

A. Execution Plans
B. Content Items
C. Catalog Items
D. Record Producers

A

D. Record Producers

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7
Q

Which type of catalog item may be found in a Service Catalog?

A. Requested Items
B. Order guides
C. Categories
D. Execution Plans

A

B. Order Guides

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8
Q

From which table, is the Incident table extended?

A. Task [task]
B. Task [sn_task]
C. Ticket [ticket]
D. Work [sn_work]

A

A. Task [task]

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9
Q

What optional Incident table is extended from the Task table?

A. Child Incident [incident_child]
B. Major Incident [major_incident]
C. Incident Task [incident_task]
D. Parent Incident [incident_parent]

A

C. Incident Task [incident_task]

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10
Q

Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)

A. Too many options may confuse users and increase mis-categorization
B. Choices have no additional metadata to drive process
C. It is difficult to implement
D. It is not part of the baseline instance

A

A. Too many options may confuse users and increase mis-categorization

B. Choices have no additional metadata to drive process

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11
Q

When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)

A. If selected CI does not have an Owner group, write the Support group from the Service Offering to the Assignment group field
B. If selected CI has a Support group, write that group to the Assignment group field
C. If selected CI has an Owner group, write that group to the Assignment group field
D. If selected CI does not have a Support group, write the Support group from the Service Offering to the Assignment group field

A

B. If selected CI has a Support group, write that group to the Assignment group field
D. If selected CI does not have a Support group, write the Support group from the Service Offering to the Assignment group field

(Pg. 290)

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12
Q

On an incident record, where are the fields that appear the caller lookup select box defined?

A. The Caller lookup field on the [user] table
B. The ref_ac_column attribute from the dictionary entry
C. The ref_contributions attribute on the caller lookup form
D. The form design of the caller lookup form

A

B. The ref_ac_column attribute from the dictionary entry

(Pg. 265)

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13
Q

Where do you enable the Search as feature for an incident?

A. incident.deflection system property
B. Incident Properties application
C. Related Search Results table configuration
D. Incident form design

A

C. Related Search Results table configuration

(Pg. 270)

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14
Q

If the Assignment group is empty on an incident record, what happens when an agent that is a member of a single user groups clicks the Assign to me UI action?

A. The agent is prompted to select the Assignment group
B. The Assignment group field is populated with agent’s user group
C. An error is displayed indicating the Assignment group field must be populated before executing the Assign to me UI action
D. The Assignment group field remains empty

A

B. The Assignment group field is populated with agent’s user group

(Pg. 289)

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15
Q

A problem record is the Parent to what record?

A. Known Error
B. Workaround
C. Major Incident
D. Problem Task
E. Related Incidents

A

D. Problem Task

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16
Q

When you create a problem from an incident, impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don’t want the values from incident to be copied over.
What module would you use to make this adjustment?

A. System Policy > Rules > Priority Lookup Rules
B. Problem > Administration > Problem Properties
C. ITSM > Administration > Properties
D. Incident > Administration > Incident Properties

A

B. Problem > Administration > Problem Properties

(Pg. 347)

17
Q

As of Quebec, Problem task records will move automatically from one state, to another state, provided the required fields are filled. What are those states?

A. Assess to Work in Progress
B. On Hold to Work in Progress
C. New to Assess
D. Draft to Assess
E. Work in Progress to Closed

A

C. New to Assess

(Pg. 353)

18
Q

A new problem manager wants to know how to create reports for monitoring problem management activities. What do you recommend they do before creating new reports?

A. Submit a New Report Request via the service catalog
B. Take the Performance Analytics fundamentals course
C. Go to Reports > View/Run > All, then search for Problem reports
D. Submit a request for the sn_report_creator role
E. Turn on data collection jobs

A

C. Go to Reports > View/Run > All, then search for Problem reports

19
Q

Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot. How do you explain this?

A. The technical resources working on the problem investigation are focused on the technical details, and may provide information that is not useful for the callers
B. The problem coordinator is the only role with the ability to recall a message
C. The problem coordinator is responsible for approving or rejecting the proposed message
D. The message will be automatically displayed on the Portal

A

A. The technical resources working on the problem investigation are focused on the technical details, and may provide information that is not useful for the callers

20
Q

A user wants to know what makes the Known Error knowledge base in ServiceNow different from all other knowledge bases. How should you respond?

A. The Known Error knowledge base documents problems that are under investigation, but not yet have a root cause
B. Only users with sn_known_error_write can create Known Error articles
C. Users with sn_problem_write can create known error articles, but not articles for other knowledge bases
D. The Known Error knowledge articles use a template, which includes the Workaround and the Cause

A

D. The Known Error knowledge articles use a template, which includes the Workaround and the Cause

ITSM (8 decks)

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