ITSM 6 Flashcards
Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?
A. Processes
B. Flows
C. Procedures
D. Actions
E. Scripts
B. Flows
Unless there are particular security requirements, what role is given to users that perform request fulfillment work?
A. itil
B. task_worker
C. sc_fulfiller
D. catalog_fulfiller
E. fulfiller
A. itil
Your customer is a data center. They have a construction department that builds out spaces for new customers. The customer account representatives are responsible for initiating the construction requests. The guidelines are extensive for how to complete the construction request documentation.
Your customer wants the catalog to contain two items:
1. Construction request
2. Getting Started with Construction Requests
The Getting Started Item should contain a link to a Knowledge Article.
What type of item would you use to satisfy the requirement for the Getting Started Item?
A. Knowledge Item
B. Record Producer
C. Content Item
D. Order Guide
E. Catalog Item
C. Content Item
(Pg. 143)
What is an example of a good use case for an Order Guide?
A. Order a set of Dishes
B. Order a Custom Automobile
C. Order a Technical Consultation
D. Order a Couch
E. Order a case of Laundry Soap
A. Order a set of Dishes
(Pg. 142)
Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?
A. On the Cart Layout, Columns tab, unselect Quantity column
B. On the Catalog Item, Columns tab, unselect Quantity column
C. On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity
D. On the Catalog, Advanced View, unselect Use cart layout, select No quantity
E. On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive
C. On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity
(Pg. 132)
A manager wants to run a report on the Computer catalog items, to see how many requests are being made for the add on extra memory, as compared with those requiring only the base memory. How would you meet this requirement?
A. Build report on SC Task table, Group by Variables for Computer > Extra memory
B. Build report on Requested Item table, Group by Variables for Computer > Extra memory
C. Build report on Task table, Group by Variables for Computer > Extra memory
D. Build report on Request table, Group by Variables for Computer > Extra memory
E. Build report on Catalog Item table, Group by Variables for Computer > Extra memory
B. Build report on Requested Item table, Group by Variables for Computer > Extra memory
Which record type would you use for an Ask a Question form that would generate an Incident?
A. Record Producer
B. Order Guide
C. Linked Item
D. Catalog Item
E. Content Item
A. Record Producer
(Pg. 144)
Which of the following objects on the Shopping Cart Widget can be displayed or hidden using Maintain Cart Layouts settings? (Choose two.)
A. Quantity
B. Requested by
C. Price
D. Shipping Address
A. Quantity
C. Price
(Pg. 132)
Your customer wants a catalog to contain two items:
1. A request with 1 approval and 2 fulfillment tasks
2. A link to a knowledge article
What type of item would you use to satisfy the requirement for the Construction request?
A. Catalog Item
B. Content Item
C. Record Producer
D. Order Guide
A. Catalog Item
When building multiple catalog items, which components would you evaluate for consolidation and re-use? (Choose two.)
A. Sets of Variables
B. Entitlements
C. Icons
D. Flows and Subflows
A. Sets of Variables
D. Flows and Subflows
Which record type would you use for a Computer request?
A. Record Producer
B. Catalog Item
C. Content Item
D. Order Guide
B. Catalog Item
What are the different ways a user can locate items in a service catalog? (Choose two.)
A. Use the search on catalog or portal
B. Navigate through the categories
C. Use the Top Request or Popular Items widget
D. Use the application navigator
A. Use the search on catalog or portal
B. Navigate through the categories
(C is also correct in the event that your catalog has those widgets. weird question)
Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?
A. Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true
B. Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms
C. Create an Access control to hide the unnecessary CIs from the itil users
D. Make a show/hide UI action to show only the desired CIs to the itil users
B. Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms
(Pg. 40)
Incidents are stored in what table?
A. Incident [sn_task_incident]
B. Incident [incident]
C. Incident [task_incident]
D. Incident [sn_incident]
B. Incident [incident]
Incidents can be created and managed in the workspace, using UI layouts that are tailored to different personas, processes, and interfaces. Examples include:
- Default
- Major incidents
- Self Service
- Mobile
What are these UI layouts called in the Now Platform?
A. Form Layouts
B. Workspaces
C. Forms
D. Form Designs
E. Views
E. Views
