itsm 6 Flashcards
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
C. Go to reports > view/run > All, then search for problem reports
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. 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
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
D. The Known Error knowledge articles use a template, which includes the Workaround and the Cause
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 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
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
Prior 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
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 e 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
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
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
