Service Catalog & Request Management (25%) Flashcards
1
Q
4 things you can do with Service Catalog
A
- Enable users to request an item or service to track/approve on mobile
- AI enabled search to find catalog items in Service Portal & Now Mobile
- Design topic conversation in Virtual Agent
- View variables & request items in Workspace
2
Q
To order a new phone, where can you search the Service Catalog?
A
Service Portal
3
Q
Where to see work required to fulfill an order in a catalog request and fulfill it.
A
Catalog Task [sc_task]
4
Q
If a request requires approval, _____ is created automatically when the request is approved.
A
Catalog Task
5
Q
A single request gets submitted for approval and the RITM workflow includes pre-approval. When can fulfillment begin?
A
Once the REQ is approved
6
Q
Admins use ______ in the Service Catalog to simplify the complex multi-form input-taking experience.
A
Service Catalog Wizards
7
Q
Variable supported in a multi-variable set (MRVS)
A
List Collector (glide_list)
8
Q
Minimum required role to update requests and catalog tasks.
A
sn_request_write
9
Q
Record type in request management that gets closed first.
A
SCTASK
10
Q
All requested items have a _____ number.
A
RITM
11
Q
2 places fulfillers go to find catalog tasks assigned to them and their groups to fulfill the request.
A
Service Desk > My Work
Service Desk > My Groups Work
12
Q
Type of Service Catalog item used to create an incident or raise an HR case.
A
Record Producer
13
Q
Allow’s users to save partially-completed requests to complete and submit later.
A
Wish List
14
Q
Persona that reviews/approves a request to buy office printers.
A
Approver
15
Q
SN Application that enables a process user to submit, approve, and fulfill requests
A
Service Catalog
16
Q
2 options to define the fulfillment process for a service catalog item.
A
Flow
Workflow
17
Q
Where a System Admin navigates to edit a catalog item.
A
Service Catalog > Catalog Definitions > Maintain Items
18
Q
Service request role that can create or delete a catalog and activate or deactivate a catalog item.
A
admin
catalog_admin
19
Q
Variable type that can only be used once in a catalog item.
A
Requested For
20
Q
Authorizing an order is associated with ______ stage in the Request Management Lifecycle.
A
Approval
21
Q
Requested Items are contained within ________
A
Service Catalog Request
22
Q
Who can create multi-step guided experiences to create and edit records in a table using Service Catalog Wizard?
A
- Admin
- Wizard Administrators [wizard_admin]
23
Q
Where can new requests be created from?
A
- Service Catalog application
- Service Portal
- Incident Record
24
Q
Can be predefined for each catalog item?
A
- Group assigned to the tasks
- Order of tasks
- Total number of tasks
25
Plugin needed to be activated to allow translating the content of a catalog item to a supported language.
Localization Framework plugin (com.glide.localization_framework)
26
2 types of approvals in request management.
- Process
- Gating
27
Where can you view how a catalog item appears in conversational interface and modify the item if required.
Catalog Builder
28
If an end-user wants to report an incident, where do they navigate to on the service portal?
'Can We Help You' category in the Service Catalog
29
How do you define conditions that are evaluated against users to determine which users can access catalog items?
User criteria [user_criteria]
30
Which request management persona is someone who submits and fulfills requests.
Process User
31
4 different content types in Content Item.
- Module
- External Content
- Catalog Content
- KB Article
32
What governs the specific approvals and fulfillment tasks for a particular catalog item?
Workflow associated with each item record.
33
An approval can be required for 3 things.
- Entire request and requested items
- All the requested items
- None of requested items
34
4 primary tables associated with catalog definitions.
- Category [sc_category]
- Catalog [sc_catalog]
- Catalog Item [sc_cat_item]
- Order Guide [sc_cat_item_guide]
35
Primary tables associated with managing open requests.
- Request [sc_request]
- Request Item [sc_req_item]
- Catalog Task [sc_task]
36
What can a user with the Catalog Administrator role manage in the Service Catalog application?
- Catalog Items
- Categories
- Catalogs
37
You can configure _________ for questions to dynamically populate based on a reference type question in Catalog Builder.
Auto Populate
38
You can define a relationship between 2 questions in _______ without the need to script.
Catalog Builder
39
Variable type in Service Catalog that creates radio buttons for user-defined question choices.
Multiple Choice
40
What can you specify for a Rich Text Label variable in a catalog item?
Visible on bundles and guides
41
Catalog UI policy actions can be set to (3):
- Read only
- Visible
- Mandatory
42
10 SN ITSM Applications.
- Problem
- Request
- Incident
- Change
- Knowledge
- Service Catalog
- SPM
- Configuration
- Release
- DevOps
43
2 catalogs that come with demo data.
- Technical Catalog
- Service Catalog
44
2 Different levels for a request to be approved.
- Requested Item [sc_req_item]
- Request [sc_request]
45
Fulfiller locates the 'Catalog tasks' related lists to view the SCTASKs associated with the RITM. Why don't they see all the tasks associated with the RITM record?
Some tasks must be completed before the next task appears in the related list
46
3 different ways for end-users to generate requests.
- Ordering items via Service Portal
- Contacting a Virtual Agent via chat
- Visiting on-site IT support location via Walk-Up Interface
47
Process users (i.e., Service Desk Agent) can create requests from:
- Service Catalog
- Service Portal
- Incident Record
48
3 goals of Request Management.
- Empower requesters & ensure efficient deliver of items and services
- Enable a streamlined, standardized process
- Inform users about goods and services
49
3 things you can do when creating a service catalog variable.
- Make a question choice inactive
- Make a variable read-only or hide it
- Make a group of Checkbox variables mandatory in the Service Portal
50
What contains a collection of orderable products and services.
Service Catalog
51
Collection of one or more ordered items.
Service Catalog Request
52
Products placed in the shopping cart.
Requested Items
53
What are the different levels for a request to be approved?
Request [sc_request]
Requested Item [sc_req_item]
54
________ allow organizations to group multiple items (catalog items) typically ordered together into a single request.
Order Guides
55
What is a common use of Order Guides?
Onboarding a New Employee
56
What can you configure in the stages in Flow Designer (4)?
- Create any number of stages
- Change stage label and names
- Set estimated duration for a stage
- Import a copy of pre-defined stage from Stage Sets table
57
3 things you can set through Catalog UI Policy
- Variable to Mandatory
- Variable to Read Only
- Catalog Category to Visible
58
Customer requests SD's quick view frame shows only username, manager name, email address. How do you modify quick view frame?
Update sys_popup view for the user table
59
Tool that allows process owners to use natural language to automate approvals, task notifications and other operations with little to no code?
Flow Designer
60
When building multiple catalog items, which 2 components would you evaluate for consolidation and re-use?
- Sets of Variables
- Flows and Subflows
61
When defining catalog categories and subcategories, what are 2 best practices?
- Keep Number of top-level categories to 8-10
- Do not go too deep with subcategories: only 1-2 levels deep
62
When creating a catalog, which field specifies who can edit, update, and delete catalogs, categories, and catalog items?
Manager
63
Customer wants to add a field to the "something is broken" record producer. Which formatter would you use to add the field?
Default Variable Editor
64
How are Service Catalogs and Catalog Items related (2)?
- Catalog item can be associated with 1 or more Service Catalogs
- Service Catalogs may contain multiple catalog items
65
What role is given to users that perform request fulfillment work?
ITIL
66
2 different ways a user can locate items in a Service Catalog.
- Search on catalog or portal
- Navigate through categories
67
When building out a Service Catalog, categorizing helps users navigate and search the catalog. Which roles would allow you to create and maintain categories (3)?
- catalog_admin
- catalog_editor
- catalog_manager
68
Which role has the ability to modify the cart layout?
catalog_admin
69
In request fulfillment, if an approver is on extended absent, want to avoid it getting stuck. 2 things to alleviate.
- Approver can use Delegate Module for someone to approve on their behalf when they are out
- Approval can be defined as a group approval
70
What should you use to capture data in a grid layout on a catalog item?
Multi-row variable set
71
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 changes?
- user_criteria_admin
- catalog_admin
72
A manager wants to run a report on the computer catalog item to see how many requests for extra memory compared to those with base memory. How would you do this?
Build a report on Requested Item Table > group by Variables for Computer > Extra memory
73
Which property on an order guide will pass variables from one item to another item with equivalent variables?
Cascade Variables
74
Type of catalog item found in a Service Catalog?
Content Items
75
When creating a catalog, which field specifies who is able to create, modify and publish items in the catalog?
Editors
76
What 2 objects on the Shopping Cart Widget can be displayed or hidden using Maintain Cart Layout settings?
Quantity
Price
77
Tool that enables you to delegate the creation and maintenance of common and simple use case Catalog Items to business users.
Catalog Builder
78
When defining SLAs for the service catalog, at what level is the SLA typically defined?
Requested Item
79
Where are key relationships between Change and Release Management?
- Change includes planning and approvals, Release includes building, testing and executing changes
- Release can contain 1 or more Changes
- Change management provides governance, which includes Release Management
80
What tool enables the creation of templates for Catalog Items?
Catalog Builder
81
What catalog client script methods will modify the choice list options available to an end user on a catalog item?
onLoad
82
2 elements automatically included in the name of the update set for items published via Catalog Builder.
Item Name
Timestamp
83
What record type would you use for a Computer Request?
Catalog Item
84
What role can create and manage user criteria for service catalogs?
catalog_admin
85
When a user submits a service request from a catalog, what actions are triggered based on the flow definition?
- Notifications
- Approvals
- Tasks
86
To adjust the cart layout with no quantity field displayed, what would you do?
- On Catalog Item, Advanced View, unselect Use Cart Layout, select No Quantity
