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CIS ITSM Prep > Service Catalog & Request Management (25%) > Flashcards

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
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2
Q

To order a new phone, where can you search the Service Catalog?

A

Service Portal

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3
Q

Where to see work required to fulfill an order in a catalog request and fulfill it.

A

Catalog Task [sc_task]

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4
Q

If a request requires approval, _____ is created automatically when the request is approved.

A

Catalog Task

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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

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6
Q

Admins use ______ in the Service Catalog to simplify the complex multi-form input-taking experience.

A

Service Catalog Wizards

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7
Q

Variable supported in a multi-variable set (MRVS)

A

List Collector (glide_list)

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8
Q

Minimum required role to update requests and catalog tasks.

A

sn_request_write

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9
Q

Record type in request management that gets closed first.

A

SCTASK

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10
Q

All requested items have a _____ number.

A

RITM

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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

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12
Q

Type of Service Catalog item used to create an incident or raise an HR case.

A

Record Producer

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13
Q

Allow’s users to save partially-completed requests to complete and submit later.

A

Wish List

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14
Q

Persona that reviews/approves a request to buy office printers.

A

Approver

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15
Q

SN Application that enables a process user to submit, approve, and fulfill requests

A

Service Catalog

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16
Q

2 options to define the fulfillment process for a service catalog item.

A

Flow
Workflow

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17
Q

Where a System Admin navigates to edit a catalog item.

A

Service Catalog > Catalog Definitions > Maintain Items

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18
Q

Service request role that can create or delete a catalog and activate or deactivate a catalog item.

A

admin
catalog_admin

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19
Q

Variable type that can only be used once in a catalog item.

A

Requested For

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20
Q

Authorizing an order is associated with ______ stage in the Request Management Lifecycle.

A

Approval

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21
Q

Requested Items are contained within ________

A

Service Catalog Request

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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]
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23
Q

Where can new requests be created from?

A
  • Service Catalog application
  • Service Portal
  • Incident Record
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24
Q

Can be predefined for each catalog item?

A
  • Group assigned to the tasks
  • Order of tasks
  • Total number of tasks
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25
Q

Plugin needed to be activated to allow translating the content of a catalog item to a supported language.

A

Localization Framework plugin (com.glide.localization_framework)

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26
Q

2 types of approvals in request management.

A
  • Process
  • Gating
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27
Q

Where can you view how a catalog item appears in conversational interface and modify the item if required.

A

Catalog Builder

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28
Q

If an end-user wants to report an incident, where do they navigate to on the service portal?

A

‘Can We Help You’ category in the Service Catalog

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29
Q

How do you define conditions that are evaluated against users to determine which users can access catalog items?

A

User criteria [user_criteria]

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30
Q

Which request management persona is someone who submits and fulfills requests.

A

Process User

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31
Q

4 different content types in Content Item.

A
  • Module
  • External Content
  • Catalog Content
  • KB Article
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32
Q

What governs the specific approvals and fulfillment tasks for a particular catalog item?

A

Workflow associated with each item record.

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33
Q

An approval can be required for 3 things.

A
  • Entire request and requested items
  • All the requested items
  • None of requested items
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34
Q

4 primary tables associated with catalog definitions.

A
  • Category [sc_category]
  • Catalog [sc_catalog]
  • Catalog Item [sc_cat_item]
  • Order Guide [sc_cat_item_guide]
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35
Q

Primary tables associated with managing open requests.

A
  • Request [sc_request]
  • Request Item [sc_req_item]
  • Catalog Task [sc_task]
36
Q

What can a user with the Catalog Administrator role manage in the Service Catalog application?

A
  • Catalog Items
  • Categories
  • Catalogs
37
Q

You can configure _________ for questions to dynamically populate based on a reference type question in Catalog Builder.

A

Auto Populate

38
Q

You can define a relationship between 2 questions in _______ without the need to script.

A

Catalog Builder

39
Q

Variable type in Service Catalog that creates radio buttons for user-defined question choices.

A

Multiple Choice

40
Q

What can you specify for a Rich Text Label variable in a catalog item?

A

Visible on bundles and guides

41
Q

Catalog UI policy actions can be set to (3):

A
  • Read only
  • Visible
  • Mandatory
42
Q

10 SN ITSM Applications.

A
  • Problem
  • Request
  • Incident
  • Change
  • Knowledge
  • Service Catalog
  • SPM
  • Configuration
  • Release
  • DevOps
43
Q

2 catalogs that come with demo data.

A
  • Technical Catalog
  • Service Catalog
44
Q

2 Different levels for a request to be approved.

A
  • Requested Item [sc_req_item]
  • Request [sc_request]
45
Q

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?

A

Some tasks must be completed before the next task appears in the related list

46
Q

3 different ways for end-users to generate requests.

A
  • Ordering items via Service Portal
  • Contacting a Virtual Agent via chat
  • Visiting on-site IT support location via Walk-Up Interface
47
Q

Process users (i.e., Service Desk Agent) can create requests from:

A
  • Service Catalog
  • Service Portal
  • Incident Record
48
Q

3 goals of Request Management.

A
  • Empower requesters & ensure efficient deliver of items and services
  • Enable a streamlined, standardized process
  • Inform users about goods and services
49
Q

3 things you can do when creating a service catalog variable.

A
  • 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
Q

What contains a collection of orderable products and services.

A

Service Catalog

51
Q

Collection of one or more ordered items.

A

Service Catalog Request

52
Q

Products placed in the shopping cart.

A

Requested Items

53
Q

What are the different levels for a request to be approved?

A

Request [sc_request]
Requested Item [sc_req_item]

54
Q

________ allow organizations to group multiple items (catalog items) typically ordered together into a single request.

A

Order Guides

55
Q

What is a common use of Order Guides?

A

Onboarding a New Employee

56
Q

What can you configure in the stages in Flow Designer (4)?

A
  • 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
Q

3 things you can set through Catalog UI Policy

A
  • Variable to Mandatory
  • Variable to Read Only
  • Catalog Category to Visible
58
Q

Customer requests SD’s quick view frame shows only username, manager name, email address. How do you modify quick view frame?

A

Update sys_popup view for the user table

59
Q

Tool that allows process owners to use natural language to automate approvals, task notifications and other operations with little to no code?

A

Flow Designer

60
Q

When building multiple catalog items, which 2 components would you evaluate for consolidation and re-use?

A
  • Sets of Variables
  • Flows and Subflows
61
Q

When defining catalog categories and subcategories, what are 2 best practices?

A
  • Keep Number of top-level categories to 8-10
  • Do not go too deep with subcategories: only 1-2 levels deep
62
Q

When creating a catalog, which field specifies who can edit, update, and delete catalogs, categories, and catalog items?

A

Manager

63
Q

Customer wants to add a field to the “something is broken” record producer. Which formatter would you use to add the field?

A

Default Variable Editor

64
Q

How are Service Catalogs and Catalog Items related (2)?

A
  • Catalog item can be associated with 1 or more Service Catalogs
  • Service Catalogs may contain multiple catalog items
65
Q

What role is given to users that perform request fulfillment work?

A

ITIL

66
Q

2 different ways a user can locate items in a Service Catalog.

A
  • Search on catalog or portal
  • Navigate through categories
67
Q

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)?

A
  • catalog_admin
  • catalog_editor
  • catalog_manager
68
Q

Which role has the ability to modify the cart layout?

A

catalog_admin

69
Q

In request fulfillment, if an approver is on extended absent, want to avoid it getting stuck. 2 things to alleviate.

A
  • 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
Q

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

A

Multi-row variable set

71
Q

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?

A
  • user_criteria_admin
  • catalog_admin
72
Q

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?

A

Build a report on Requested Item Table > group by Variables for Computer > Extra memory

73
Q

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

A

Cascade Variables

74
Q

Type of catalog item found in a Service Catalog?

A

Content Items

75
Q

When creating a catalog, which field specifies who is able to create, modify and publish items in the catalog?

A

Editors

76
Q

What 2 objects on the Shopping Cart Widget can be displayed or hidden using Maintain Cart Layout settings?

A

Quantity
Price

77
Q

Tool that enables you to delegate the creation and maintenance of common and simple use case Catalog Items to business users.

A

Catalog Builder

78
Q

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

A

Requested Item

79
Q

Where are key relationships between Change and Release Management?

A
  • 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
Q

What tool enables the creation of templates for Catalog Items?

A

Catalog Builder

81
Q

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

A

onLoad

82
Q

2 elements automatically included in the name of the update set for items published via Catalog Builder.

A

Item Name
Timestamp

83
Q

What record type would you use for a Computer Request?

A

Catalog Item

84
Q

What role can create and manage user criteria for service catalogs?

A

catalog_admin

85
Q

When a user submits a service request from a catalog, what actions are triggered based on the flow definition?

A
  • Notifications
  • Approvals
  • Tasks
86
Q

To adjust the cart layout with no quantity field displayed, what would you do?

A
  • On Catalog Item, Advanced View, unselect Use Cart Layout, select No Quantity

CIS ITSM Prep (7 decks)

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