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ITSM Implementation (2020) > Request Fulfillment > Flashcards

Request Fulfillment Flashcards

1
Q

How does the Service Catalog and Request Fulfillment correlate?

A

After an order has been placed in SC, the Request Fulfillment process begins:

  • for each catalog item, workflows facilitate the approval process as well as the fulfillment tasks
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2
Q

What are the four stages in the Request Fulfillment Process Lifecycle?

A

Submittal

  • browse SC
  • select item
  • fill req form

Approval

  • notify approvers
  • approve/reject

Fulfillment

  • locate/perform/update tasks
  • view workflow to see tasks

Closure

  • close all tasks
  • req item + req closes automatically
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3
Q

What are the primary tables associated with catalog definitions?

A

Catalog (sc_catalog)
Category (sc_category)
Catalog Item (sc_cat_item)
Order Guide (sc_cat_item_guide)

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4
Q

What are the primary tables associated with managing open requests?

A 
Requests (sc_request)
Request Item (sc_req_item)
Catalog Task (sc_task)
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5
Q

What role can delete catalog tasks?

A

itil_admin

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6
Q

Which of the following Service Catalog variable types are not supported in Mobile interfaces? (12)

  • read these for recognition, no need to know them all
A 
Break
Containers
Email
HTML
Label
List Collector
Lookup Multiple Choice 
Macros
Masked
Multiple Choice
UI Page
URL
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7
Q

How can info provided in a record producer be mapped to fields in the resulting record? (2 ways)

A

In the script field using javascript

By selecting the Map to Field checkbox on the variable record and selecting the fields to populate

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8
Q

What is the difference between the Default Variables Editor and the VEditor?

A

Default Variables Editor
- only for record producers

VEditor
- for Catalog Items and Catalog Tasks: works ONLY on Requested Item and Catalog Task Forms

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9
Q

What is a Content Item used for?

A

Link to KB Articles

Link to Catalog Content

Link for a Module

(link/target) External Content

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10
Q

How can you use Catalog UI Policies?

A

To make variables mandatory, visible or read-only based on defined conditions

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11
Q

True or False: When viewed through a Service Portal, Service Catalog Items may be formatted with a maximum of two columns

A

True

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12
Q

When an end-user (with no roles in the platform) submits an Incident using the Self-Service interface or Service Portal, Related Search Results automatically display search results from Knowledge Bases and Service Catalogs. These Related Search Results are a form of __________ ?

A

Incident Deflection

Related Search Result

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13
Q

Which feature can Service Desk Agents use to ensure that Knowledge Articles they attach to Incidents are appropriate to share with Callers?

A

Contextual Search - Search as

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14
Q

Which components can be turned on or off in the Service Catalog Cart Layout? (5)

A 
No Cart
No Quantity
No Order
No Proceed Checkout
Omit Price in Cart
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15
Q

What happens if Cascade variables is set on the order guide?

For usability what should you do to hide cascade variables when building an order guide?

A

Values for common variables will be populated on each catalog item in the order guide.

Create an onChange catalog client script to hide the cascade variables
- keeps it clean and neat on the user interface

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16
Q

What can appear in Service Catalogs?

A

Catalog Items
Record Producers
Order Guides
Content Items

17
Q

What can you do to show where variable sets are used in?

A

Add the related list ‘Included in’ to the variable set form to view what the variable set is used in

18
Q

What is the difference between data variables and formatters?

A

Formatters help determine and manage the layout of forms (containers)

Data variables collect data from the user (single line text)

19
Q

What are the limitations for Service Portal when it comes to Variables and Variable sets?

A

Formatters may contain a max of 2 columns

Variable sets with formatters may contain a max of 2 columns

Widgets should be used instead of Macros or Macros with label

UI Pages are not supported

20
Q

What is the main purpose of a Catalog Client Script?

A

To control behavior of catalog items when presented to the user

21
Q

What are some of the main things to use a Catalog Client Script for?

A

To validate content

Populate fields dynamically

Clear variable values based on changes to other variables

22
Q

Where are requests created in ServiceNow? (7)

A 
Service Portal
Service Catalog Application
Walk-up
From an Incident record
Email
Integration
Universal Request
23
Q

Where can Process (ITIL, Fulfillers) users create requests from?

A

Process users can create requests directly from:

Catalog application
Service portal
From an Incident Record

24
Q

How can requests be created using integrations?

A

Requests can be created automatically by means of REST API Integration

25
Q

What role is used to administer user criteria? (2)

A

The user_criteria_admin role.

The catalog_admin role contains this role, this allows users with catalog admin to administer user criteria

26
Q

A record is added to the _______ table each time a Knowledge article is viewed. The record includes fields to identify the user who viewed the article and whether the article was attached to a Task.

A

Knowledge Use [kb_use]

27
Q

How do you get to the service catalog overview?

A

Service Catalog > Catalog Administration > Overview

28
Q

Which one of the following is proper syntax for accessing values of variables from a Record Producer script field?

  • g_form.getReference(‘variable_name’)
  • g_form.getVariable(‘variable_name’)
  • producer.variable_name
  • current.variable_name
A

producer.variable_name

29
Q

Categories and sub-categories are stored in which table?

A

[sc_category]

30
Q

Catalog UI Policies can apply to?

A

A catalog item

A variable set

31
Q

How do you restrict access to catalog items or categories?

A

User Criteria

Not applicable to catalog

32
Q

What are the stages in the Request Fulfillment Configuration lifecycle?

(diff from process lifecycle)

A

Plan and Create
- catalogs/categories

Build Items
- catalog items/record producers/content items/order guides/variable sets

Define Fulfillment Process (flows)

Administer and Improve
- approver groups etc

33
Q

How many top-level categories are recommended and how deep (level) should you nest them?

A

8-10 top-level

1-2 levels deep

34
Q

Rather than creating unnecessary fields on tables such as incident when fields are not able to be mapped from the record producer, a ________ may be added to a form view instead:

A

Variable Editor

exists only for Incident, Problem and Change when created via Record Producer

35
Q

What are Catalog client scripts and what “types” are there? (3)

A

Controls behavior of Catalog Items when presented to users

onLoad - modify choice list options
onChange - on change of var A, clear value B etc.
onSubmit - validate field values

36
Q

What role allows users to manage user criteria?

A

user_criteria_admin

catalog_admin has this role

37
Q

What are the Requested Item & Catalog Task states? (6)

A 
Pending
Open
Work in Progress
Closed Complete
Closed Incomplete
Closed Skipped
38
Q

What are the Request states? (7)

A 
Pending Approval
Approved
Closed Complete
Closed Incomplete
Closed Cancelled
Closed Rejected
Closed Skipped

ITSM Implementation (2020) (8 decks)

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