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Question 1

Risk is configured by default, to calculate Risk = High for a change that is scheduled with only 3 days lead time. Your customer’s change policy requires that changes be requested with 5 days lead time.
How would you satisfy this requirement?

A. Update the Risk Property for Insufficient lead time
B. Update the Risk Assessment Matrix for Insufficient lead time
C. Update the Calculate Risk UI Action
D. Update the Risk Matrix for insufficient lead time
E. Update the Risk Condition for Insufficient lead time

Answer 1

E. Update the Risk Condition for Insufficient lead time

Question 2

What baseline Change Flows support the baseline Normal Change model?

A. Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Implement Change - Implementation tasks
B. Change - Normal - New, Change - Normal - Review, Change - Normal - Close, Change - Implementation tasks
C. Change - Normal - New, Change - Normal - Assess, Change - Normal - Implement, Change - Implementation tasks
D. Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Close, Change - Implementation tasks

Answer 2

A. Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Implement Change - Implementation tasks

Question 3

In the CAB workbench, what are some ways the CAB manager can identify the Change requests to be added to a particular meeting agenda? (Choose two.)

A. Change requests meeting different conditions, like Risk level or Type
B. Change requests planned within a certain date range
C. Use any of the options on the Agenda Criteria Tab
D. Change requests for a certain Change Flow Definition

Answer 3

A. Change requests meeting different conditions, like Risk level or Type
B. Change requests planned within a certain date range

Question 4

In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)

A. Automatically via the Change - Implementation subflow
B. Manually by the user during New, Assess, and Authorized states
C. Automatically depending on the category selected on the Change Request
D. Manually by the user during all states, except Closed or Canceled

Answer 4

A. Automatically via the Change - Implementation subflow

D. Manually by the user during all states, except Closed or Canceled

Question 5

On the Unauthorized Change Properties module what can you configure? (Choose two.)

A. Enable/Disable creation of Unauthorized changes
B. Maximum number of unauthorized change records for a CI
C. Unauthorized Change Dashboard
D. CI classes to monitor

Answer 5

A. Enable/Disable creation of Unauthorized changes

D. CI classes to monitor

Question 6

When using the Knowledge - instant Retire workflow, how does the Valid to date enact a Knowledge article?

A. On Valid to date, article is automatically retired
B. On Valid to date, retire notification is sent to the Knowledge article author
C. On Valid to date, retire notification is sent to the Knowledge base owner
D. On Valid to date, the article is archived

Answer 6

A. On Valid to date, article is automatically retired

Question 7

Request fulfillment relies on three record types, Requests, Requested Items, and Catalog Tasks. The lifecycle status of these records is reflected in a combination of state and stage fields. Which status field is set by the flow?

A. Stage on Requested item
B. Status on Request
C. State on Catalog Task
D. State on Requested Item

Answer 7

A. Stage on Requested item

Question 8

Which of the following are users able to do when configuring stages in Flow Designer? (Choose two.)

A. Display the stages to the requester
B. Create any number of stages
C. Import a copy of a pre-defined stage set
D. Define the stage set in a subflow

Answer 8

B. Create any number of stages
C. Import a copy of a pre-defined stage set

Question 9

Where do you enable the Search as feature for an incident?

A. incident.deflection system property
B. Incident Properties application
C. Related Search Results table configuration
D. Incident form design

Answer 9

C. Related Search Results table configuration

Question 10

On an incident record, where are the fields that appear on the caller lookup select box defined?

A. The Caller lookup field on the [user] table
B. The ref_ac_column attribute from the dictionary entry
C. The ref_contributions attribute on the caller lookup form
D. The form design of the caller lookup form

Answer 10

B. The ref_ac_column attribute from the dictionary entry

Question 11

Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)

A. Too many options may confuse users and increase mis-categorization
B. Choices have no additional metadata to drive process
C. It is difficult to implement
D. It is not part of the baseline instance

Answer 11

A. Too many options may confuse users and increase mis-categorization
B. Choices have no additional metadata to drive process

Question 12

Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)

A. Modify the Incident Lifecycle flow to trigger from the Resolved date instead of the Updated date
B. Update the incident_close UI action script
C. From the Incident Properties application, set Enable auto closure of incidents based on Resolution date to Yes
D. Modify the Incident Lifecycle flow to expire after 7 days

Answer 12

A. Modify the Incident Lifecycle flow to trigger from the Resolved date instead of the Updated date

C. From the Incident Properties application, set Enable auto closure of incidents based on Resolution date to Yes

Question 13

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

Answer 13

D. Support group on CI record, or if empty, the Support group on the Service offering

Question 14

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

Answer 14

A. State Transition Models

Question 15

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

Answer 15

C. Change Models, Change Flows and State Transition Models

Question 16

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.

Answer 16

B. The “Apply Change Approval Policy” action in the flow created for the new change model does not reference the new Approval Policy.

Question 17

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

Answer 17

A. Flow Actions

Question 18

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

Answer 18

A. The article is in draft state, but has not been published

Question 19

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

Answer 19

B. Build report on Requested Item table, Group by Variables for Computer > Extra memory

Question 20

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

Answer 20

C. On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity

Question 21

Which workflow is defined as: Requests approval from a manager of the knowledge base before moving the article to the retired state. The workflow is canceled and the article remains in the published state if any manager rejects the request.

A. Knowledge - Article Retire
B. Knowledge - Retire Authorize
C. Knowledge - Approval Retire
D. Knowledge - Retire-Approval Required
E. Knowledge - Instant Retire

Answer 21

C. Knowledge - Approval Retire