itsm 8 Flashcards
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
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
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
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
he Major Incident Management (MIM) application is linked to the Incident management process, but the records have an additional set of States. What are these MI States?
A. Proposed, Accepted, Rejected, Cancelled
B. Proposed, Accepted, Rejected, Reopened
C. Proposed, Received, eCAB Convened, Closed
D. New, Work in progress, Escalated, Communicated
A. Proposed, Accepted, Rejected, Cancelled
What would you use to create Incident records, based on email sent by users or systems?
A. Record Producer
B. Inbound Flow Action
C. Data Collection Job
D. Transform Map
B. Inbound flow action
When you activate the ITSM Roles plugin, what additional granular roles are created for the Incident application? (Choose two.)
A. sn_incident_update
B. sn_incident_read
C. sn_incident_write
D. sn_incident_insert
B. sn_incident_read
C. sn_incident_write
What are some good practices for guiding your customers’ use of Notifications? (Choose three.)
A. Make sure Notification requirements and test plans are in the project scope from the start
B. Get input from Marketing department, regarding format of customer/caller facing notifications
C. Use templates to ensure consistency and ease of configuration
D. Use incident.itil.role template as the master template to build all other ITSM templates
E. When possible, maximize the quantity of email updates to customers
A. Make sure Notification requirements and test plans are in the project scope from the start
B. Get input from Marketing department, regarding format of customer/caller facing notifications
C. Use templates to ensure consistency and ease of configuration
Your customer wants to use Incident Tasks on Incident records. But for efficiency reasons, they want to automatically close all Incident Tasks when the parent Incident is closed or canceled. How could you meet this requirement? (Choose two.)
A. On Incident Properties, for Autoclose Incident Tasks, select Yes
B. Edit system property com.snc.incident.autoclose.basedon.resolved_at
C. On Incident Properties, for Close open Incident Tasks when Incident is closed or canceled, select Yes
D. Enable system property com.snc.incident.incident_task.closure
C. On Incident Properties, for Close open Incident Tasks when Incident is closed or canceled, select Yes
D. Enable system property com.snc.incident.incident_task.closure
Incident management includes limited functionality for what advanced reporting capability?
A. Analytics Dashboards
B. Performance Analytics
C. Machine Learning Metrics
D. KPI Reports
B. Performance Analytics
