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ITSM > ITSM 8 > Flashcards

ITSM 8 Flashcards

1
Q

What are the components of a Flow Action?

A. Inputs, Processes, Subprocesses, and Outputs
B. Processes, Subprocess and Action Steps
C. Inputs, Action Steps and Outputs
D. Indexes, Processes and Outputs

A

C. Inputs, Action Steps, and Outputs

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2
Q

What are key relationships between Change and Release Management? (Choose three.)

A. Release management application is required, to use the Change management application
B. Change includes planning and approvals; Release includes building, testing and execution of changes
C. A Release can contain one or more Changes
D. A Change can contain one or more Releases
E. Change management provides governance, which includes Release management

A

B. Change includes planning and approvals; Release includes building, testing and execution of changes
C. A Release can contain one or more Changes
E. Change management provides governance, which includes Release management

(Pg. 386)

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3
Q

In release management, what controls the movement of the state from Scoping to Awaiting Approval?

A. Manual state selection
B. Workflow
C. State model
D. Flow

A

A. Manual state selection

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4
Q

What are key relationships between Changes and Incidents? (Choose two.)

A. Incidents autoclose upon closure of a related Change
B. Incidents can be caused by a Change
C. A Change can resolve Incidents
D. Incident owners are part of the change approval workflow

A

B. Incidents can be caused by a Change
C. A Change can resolve Incidents

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5
Q

What are key relationships between Change and Problem records? (Choose two.)

A. Changes which cause Incidents, should have an associated Problem
B. A Problem can be solved by a Change
C. A Change can cause a Problem
D. A Problem must be associated with a Change, before it can be closed

A

B. A Problem can be solved by a Change
C. A Change can cause a Problem

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6
Q

You have just released a new Change Model to the testers. Testers report they can see the old change models, but cannot see the new change model on the change landing page.
What could cause this?

A. Testers need itil role to see the change models
B. New change model needs Active to be set to True
C. New change models are only visible to Change Managers
D. Workflow has not been published

A

B. New change model needs Active to be set to True

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7
Q

How are Features related to Products and Releases?

A. Emergency releases can include products and features
B. Products have associated features, which are organized into releases
C. Features are included in releases, not associated with products
D. Products use features to define release types

A

B. Products have associated features, which are organized into releases

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8
Q

When a Service Desk agent shares a “How to” item with a customer, what type of record is being shared?

A. Knowledge article
B. Content object
C. Information item
D. How to document

A

A. Knowledge article

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9
Q

What are the different ways a user can provide feedback on a knowledge article? (Choose four.)

A. Helpful?
B. Flag Article
C. 5 Star scale
D. 10 Star scale
E. Comment on Article
F. Pin Article

A

A. Helpful?
B. Flag Article
C. 5 Star scale
E. Comment on Article

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10
Q

Where should an admin go to view all of the search queries entered by users in the knowledge search?

A. Knowledge queries application
B. [kb_view] table
C. [kb_feedback] table
D. Search logs application

A

D. Search logs application

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11
Q

Which of the following catalog client script methods will modify the choice list options available to an end user on a catalog item?

A. onLaunch
B. onLoad
C. onSubmit
D. onSave

A

B. onLoad

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12
Q

Which property on an order guide will pass variables from one item to another item with equivalent variables?

A. Waterfall Variables
B. Cascade Variables
C. Share Variables
D. Mirror Variables

A

B. Cascade Variables

(Pg.142)

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13
Q

ServiceNow contains a resource with information about all services. It is used to support the sale and delivery of services to employees and customers. It includes information about deliverables, options, prices, delivery and performance targets.
What is this resource called?

A. Service Portal
B. Service Dashboard
C. Service Map
D. Service One Stop Shop
E. Service Catalog

A

E. Service Catalog

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14
Q

The ability to authorize requests is enabled using a role which requires a user license. What is this role?

A. approver_user
B. sn_approval_write
C. sc_approver
D. approver

A

A. approver_user

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15
Q

Released in Quebec, what tool enables the creation of templates for Catalog Items?

A. Template Builder
B. Catalog Wizard
C. Catalog Template Library
D. Catalog Builder
E. Template Management

A

D. Catalog Builder

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16
Q

Your customer would like to add a field to the Something is Broken record producer form.
Which formatter would you use to add the field?

A. Form Designer
B. Record Producer Form Designer
C. Default Variables Editor
D. Variable Designer
E. Editor

A

C. Default Variables Editor

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17
Q

Which record type would you use for a View Company Policies link that would redirect to a Knowledge Article?

A. Knowledge Item
B. Record Producer
C. Content Item
D. Order Guide
E. Catalog Item

A

C. Content Item

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18
Q

On a request form, the requester needs to indicate when they need to receive the item.
What Variable type would you use for this information?

A. Date
B. Due Date
C. Date Picker
D. Duration

A

A. Date

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19
Q

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

A. Requested Items
B. Content Items
C. Categories
D. Execution Plans

A

B. Content Items

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20
Q

When a user submits a service request from a catalog, what actions are triggered, based on the flow definition? (Choose three.)

A. Tasks
B. Access Controls
C. Action Specs
D. Notifications
E. Approvals

A

A. Tasks
D. Notifications
E. Approvals

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21
Q

When building out a service catalog, categorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain categories? (Choose three.)

A. catalog_admin
B. itil_admin
C. catalog_manager
D. catalog_editor
E. catalog_builder_editor

A

A. catalog_admin
C. catalog_manager
D. catalog_editor

22
Q

When defining SLAs for the service catalog, at what level is the SLA typically defined?

A. Requested Item
B. Request
C. Service Catalog
D. Catalog Task

A

A. Requested Item

(Pg. 195)

23
Q

What functionality can be used to define the sequence of activities that should be taken to complete catalog items? (Choose two.)

A. Activity May
B. Workflow
C. State Transitions
D. Flow

A

B. Workflow
D. Flow

24
Q

Your customer wants to limit the users who are able to see internal Network requests, to members of the Network department.
Which roles would enable you to make these required changes? (Choose two.)

A. catalog_editor
B. user_criteria_admin
C. catalog_admin
D. catalog_manager

A

B. user_criteria_admin
C. catalog_admin

(Pg. 126)

25
Q

What should you use to capture data in a grid layout on a catalog item?

A. Multi-row variable set
B. Variable set
C. Cascade variable
D. Grid variable

A

A. Multi-row variable set

26
Q

From a data model perspective, which table is the base class for the configuration management database?

A. Configuration Item [cmdb_ci]
B. Asset [asset]
C. Base Item [cmdb_base_item]
D. Base Configuration Item [cmdb]

A

D. Base Configuration Item [cmdb]

(Pg. 33)

27
Q

Which role has the ability to configure and manage Incident Management properties?

A. incident_admin
B. itil
C. itil_admin
D. incident_manager

A

D. incident_manager

28
Q

Which of the following options can a survey administrator define on an individual survey? (Choose two.)

A. The ability for end users to decline survey assignments
B. Number of survey reminder notifications
C. Trigger conditions
D. Anonymize responses

A

C. Trigger Conditions
D. Anonymize responses

29
Q

How do you define the content that is tracked and displayed in all Incident record activity streams?

A. Configure the Activity stream client script
B. Configure the incident form design
C. Configure the dictionary entry for the Activity stream
D. Configure the available fields from the Activity stream filter

A

D. Configure the available fields from the Activity stream filter

30
Q

Which table stores incident categories and subcategories?

A. Category [sys_category]
B. Task Category [task_category]
C. Choice [sys_choice]
D. Incident [incident]

A

C. Choice [sys_choice]

31
Q

What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

A. Publish Workaround
B. Document a Known error
C. Complete Investigation
D. Complete RCA
E. Document Five Whys

A

A. Publish Workaround

32
Q

Your customer wants Problem records to be assigned automatically to the Support group associated with the CI on the problem record.
Which business rule already satisfies this requirement?

A. Populate Assignment Group based on CI/SO
B. Populate Assignment Group based on Cl Support Group
C. Problem Assignment Group based on CI Support Group
D. ITSM Best Practice Group Assignment

A

A. Populate Assignment Group based on CI/SO

33
Q

Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency
.Which module should you use to locate and update the Priority Problem Lookup record?

A. Priority Matrix
B. Choice Lists
C. Data Lookup Definitions
D. Priority Rule Definitions

A

C. Data Lookup Definitions

34
Q

The current status of a problem record is tracked in the State field. Each state has a label, value and constant. This example is for Fix in Progress state:

Label: Fix in Progress -

Value: 104 -

Constant Problem State STATES.FIX IN PROGRESS

Your customer wants to add a prerequisite for moving out of the Fix in Progress state. When you update the script include which value is better to use in the script?

A. 104
B. “Fix in Progress”
C. ProblemState.STATES.FIX_IN_PROGRESS
D. 104.ProblemState.STATES.FIX_IN_PROGRESS

A

C. ProblemState.STATES.FIX_IN_PROGRESS

35
Q

A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis.
What would be the next step for this problem?

A. If 7 days has passed, since the Problem was closed, it cannot be re-opened
B. Problem Manager clicks Re-Analyze on the Problem record
C. Problem Assignee clicks Re-Open on the Problem record
D. Administrator clicks Re-Open on the Problem Record

A

B. Problem Manager clicks Re-Analyze on the Problem record

36
Q

Which baseline Change Flow automatically generates a Change task, for Post Implementation Review?

A. Change - Emergency - Review
B. Change - Emergency - Authorize
C. Change - P1 - Review
D. Change - Major Incident - Authorize
E. Change - Emergency - PIR

A

A. Change - Emergency - Review

37
Q

Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services.
What should you do to satisfy this requirement?

A. Add a new Policy Input to the Normal Change Approval Policy
B. Add a new Decision to the Normal Change Approval Policy
C. Add a new Change Approval Policy
D. Add a new Decision to the Normal Change Workflow

A

B. Add a new Decision to the Normal Change Approval Policy

38
Q

What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)

A. Manage Risk Assessments
B. Delete CAB Definition
C. Manage Risk Conditions
D. Delete Change
E. Create and manage Approval Policies

A

A. Manage Risk Assessments
C. Manage Risk Conditions
D. Delete Change

39
Q

You have just upgraded your instance and have not migrated to multimodal change.
Using the default settings, when you click on Change > Create new, what page displays?

A. Change Interceptor
B. Change Form
C. Change Landing Page
D. Change Overview

A

A. Change Interceptor

40
Q

What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting? (Choose two.)

A. % Successful Changes
B. Count of Completed Changes per Month, by Change Type
C. % Unauthorized Changes
D. Count of Completed Changes per Month, by Category

A

A. % Successful Changes
C. % Unauthorized changes

(Pg. 456)

41
Q

Your customer wants to add a notification to the Change - Emergency - Authorize Flow. What is the first thing you would do to meet this requirement?

A. Create a copy of the baseline Change - Emergency - Authorize Flow, and then edit the new copy
B. Create a backup of the baseline Change - Emergency - Authorize Flow, and edit the baseline flow
C. Deactivate the baseline Change - Emergency - Authorize Flow
D. Unpublish the baseline Change - Emergency - Authorize Flow

A

A. Create a copy of the baseline Change - Emergency - Authorize Flow, and then edit the new copy

42
Q

In Change Management, what does a Model State contain? (Choose two.)

A. Model State transitions conditions
B. Model State properties
C. Model State transition policies
D. Model State transitions

A

A. Model State transitions conditions
D. Model State transitions

(Pg. 398)

43
Q

At which level can the type of knowledge feedback be enabled or disabled?

A. Knowledge base
B. Knowledge article
C. Knowledge category
D. Knowledge article template

A

A. Knowledge base

44
Q

A customer wants to add a new Catalog Item to the Service Catalog.
What process would be used to ensure the new item is authorized?

A. Fulfillment Management
B. Release Management
C. Configuration Management
D. Change Management
E. Catalog Management

A

D. Change Management

(Gonna be real with you it could also be A. Unsure)

45
Q

Which of the following cannot be defined or set through a Catalog UI Policy?

A. Apply a requirement to all form views
B. Setting a variable to mandatory
C. Reverse UI Policy if conditions are false
D. Setting a variable to read-only

A

A. Apply a requirement to all form views

46
Q

When configuring stages in Flow Designer, what are some of the options that can be done? (Choose two.)

A. Stage labels and names can be changed
B. States for the requested item records can be renamed
C. Define a Service Level Agreement for a stage
D. Estimated durations can be set

A

A. Stage labels and names can be changed
D. Estimated durations can be set

47
Q

How are Service Catalogs and Catalog Items related? (Choose two.)

A. A catalog item can be associated with one or more service catalogs
B. Access to catalog items is determined by the service catalog’s assigned user criteria
C. Service catalogs may contain multiple catalog items
D. A catalog item can only be associated with one service catalog

A

A. A catalog item can be associated with one or more service catalogs
C. Service catalogs may contain multiple catalog items

48
Q

Which role has the ability to modify the cart layout?

A. itil
B. itil_admin
C. catalog_admin
D. catalog_manager

A

C. catalog_admin

49
Q

Which of the following elements are automatically included in the name of the update set for items published via Catalog Builder? (Choose two.)

A. catalog(s)
B. item name
C. variables
D. item author
E. timestamp

A

B. item name
E. timestamp

(Pg. 136)

50
Q

What would you use to define a common grouping of configuration items such as all web servers in Miami?

A. CI class
B. Dependent group
C. CSDM component group
D. Dynamic CI group

A

D. Dynamic CI group

(Pg. 39)

51
Q
A

ITSM (8 decks)

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