ITSM 5 Flashcards
Problem management provides what benefits for Incident management? (Choose two.)
A. Solutions implemented reduce future incidents
B. Published workarounds help quickly resolve incidents
C. Problem investigations automatically triggered for multiple user incidents
D. Incident managers authorize problem investigations
A. Solutions implemented to reduce future incidents
B. Published workarounds help quickly resolve incidents
A tester reports a bug, because they submitted a Known Error article from a Problem record, but it is not visible from the Known Error database. What could cause this?
A. The article is in draft state, but has not been published
B. The Problem Management Best Practice - Madrid - Knowledge Integration plugin has not been activated
C. The user criteria on the knowledge base is incorrect
D. The tester is not impersonating an itil user
A. The article is in draft state, but has not been published
Where can a change manager define the conditions that must be met before a change request can move from one state to another?
A. Model State Transition Conditions
B. Dictionary Overrides
C. State choices
D. State conditions
A. Model State Transition Conditions
(Pg. 402)
Where can a change manager define the interval frequency for unauthorized change detection?
A. The ci.change.unplanned business rule
B. Event Processing Properties module
C. Unauthorized Change Properties module
D. Unauthorized change flow
C. Unauthorized Change Properties module
(Pg. 404)
Prior to to Quebec, when you click Change > Create New, which page is displayed?
A. Change Landing Page
B. Change Form
C. Change Catalog
D. Change Wizard
E. Change Interceptor
E. Change Interceptor
(Pg. 397)
Inside a change flow, you can automate a task with a sequence of related steps, like looking up a record, creating a record, or applying a policy. What is this component of the flow called?
A. Flow Actions
B. Flow Activities
C. Flow Steps
D. Action Pills
E. Flow Tasks
A. Flow Actions
On the Release record, what are the available options on the Release phase list?
A. Requirement Gathering, Design, Build, Roll-out, Unit Testing, User Acceptance, Pilot
B. Scoping, Design, Develop, Deployment, Unit Testing, Integration, Pilot
C. Analyze, Design, Development, Build, Roll-out, QA, User Acceptance
D. Requirement Gathering, Design, Development, Build, Deployment, QA, User Acceptance
D. Requirement Gathering, Design, Development, Build, Deployment, QA, User Acceptance
You have created a new Change model and added a new Approval Policy for that model. But the newly defined approval is not triggering. What could cause this issue?
A. The business rule “Apply approval policy” on the change_request table has not been updated to include the new Approval Policy.
B. The “Apply Change Approval Policy” action in the flow created for the new change model does not reference the new Approval Policy.
C. The workflow that triggers the Approval Policy for the new model has not been created using the workflow editor.
D. The system property “glide.ui.approval.policies” has not been updated to include the new Approval Policy.
B. The “Apply Change Approval Policy” action in the flow created for the new change model does not reference the new Approval Policy.
In the Quebec release of Change Management, what new architectural features were added?
A. Catalog builder and Change Designer
B. Change Flows, Change Designer and Change Approval Matrix
C. Change Models, Change Flows and State Transition Models
D. Change PIR Assessments, Change Designer and Change Approval Policies
C. Change Models, Change Flows and State Transition Models
In the baseline implementation, what are key relationships between Change and Configuration Item (CI) records? (Choose three.)
A. The CI Manager is part of the change approval workflow
B. One Change can be submitted for multiple CIs
C. Changes should reference at least one CI
D. The CI Support Group is responsible for change implementations
E. A CI can be affected by a change, even if it is not the CI being changed
B. One Change can be submitted for multiple CI’s
C. Changes should reference at least one CI
E. A CI can be affected by a change, even if it is not the CI being changed
(Pg. 333,396,408,410)
In Change management, what allows customers to define condition based flows for a fit for purpose model?
A. State Transition Models
B. State Flows
C. Workflows 2.0
D. Conditional Change Models
A. State Transition Models
(Pg. 389/398)
By default, a business rule, causes the Assignment group to be automatically set. How is the group identified?
A. Change group on CI record, or if empty, the Change group on the Service offering
B. Support group on CI record, or the default assignment group for the user
C. Support group on CI record, or if empty, the Support group on the Service
D. Support group on CI record, or if empty, the Support group on the Service offering
D. Support group on CI record, or if empty, the support group on the Service offering
(Pg. 290)
Your implementation has some legacy change types with workflows, and also some new change models. What option for Change Create New will support your scenario?
A Change Landing Page
B. Change Overview
C. Change Interceptor
D. Change Catalog
A. Change Landing Page
Which Change request fields are used in conflict detection? (Choose three.)
A. CI Business criticality
B. Planned end date
C. Risk
D. Planned start date
E. Configuration item
B. Planned end date
D. Planned start date
E. Configuration item
What types of Conflicts are detected automatically on the Change request? (Choose three.)
A. Conflict with Assignee Shift Schedule
B. Conflict with Blackout Schedule
C. Conflict with Company Holiday Schedule
D. Another change for the same CI, at the same time
E. Conflict with Maintenance Window
B. Conflict with Blackout Schedule
D. Another change for the same CI, at the same time
E. Conflict with Maintenance Window
