Udemy Practice Test 1 - Missed Questions Flashcards
What tool or feature is used in a change request to view and avoid (resolve) the conflicts?
Explanation
If at least one conflict is detected, click the Scheduling Assistant link to view and avoid (resolve) the conflicts.
The scheduling assistant dialogue box displays the next available times to choose to resolve the conflict.
Collision Detector identifies potential scheduling conflicts based on the configuration items in scope for the change or user or group assigned to fulfil a change.
Change Risk Calculator is used for simple risk and impact calculations for change management.
Risk Assessment is a Change Management feature that allows risk assessment questionnaires to be created and required to drive the assessment of risk associated with a requested change.
What two fields are automatically calculated by completing the risk assessment on a change request?
Explanation
ServiceNow automatically calculates the risk and impact of the change from predefined risk conditions.
The Risk and Impact fields are automatically updated according to the completed risk assessment.
Which UI action enables you to move a problem record to the Fix in Progress phase?
Explanation
The Start Fix UI action has been renamed as Fix. You can select this UI action to move the problem record to the Fix in Progress phase.
You can resolve and complete the problem. You can also create a change request to implement a fix for the problem.
Screenshot: The ‘Fix’ UI action on a Problem record which moves it to the ‘Fix in Progress’ phase
What two fields are synced on the incident form while creating or updating an incident record?
Explanation
You can avoid issues using the State or Incident State fields on the Incident form while creating or updating an incident record because both fields are synced in the back end.
Screenshot 1: Incident State and State are in sync
Screenshot 2: The business rules that keep the State and Incident State fields in sync
What related list can you use to extend and track the different types of groups assigned to a Configuration Item?
Explanation
You can use the Teams related list to extend and track the different types of groups assigned to a CI. The Teams related list associates a user group to a CI, based on the group type. The Teams related list contains group types that match the Approval group, Change group, Managed by group, and Support group fields in the base system. However, you can add group types needed in your organisation, extending the initial list of group types.
In the base system, the Service [cmdb_ci_service] class and its descendent classes, such as the Application Service [cmdb_ci_service_auto] class, are configured with the Teams related list. This configuration provides you with flexibility in tracking group assignments of application services.
Related lists in CI records display additional components contained by that CI, such as disk drives on a server and the rules that control the behaviour of a network router.
The Related List is populated with the components that Discovery finds running on the CI when Discovery runs. The CI record might show different lists from scan to scan, depending on whether or not Discovery found the component.
By default, the Related Lists only display those components associated with that CI in the CMDB discovered by the last scan. Components recorded in the CMDB but are not discovered in a scan are deemed absent and do not appear in the list.
What related record is directly created from an incident record to restore service or fix the underlying issue caused by or resulting from the incident?
Explanation
If the cause of an incident requires a change to your infrastructure or a business service, you can create a change request from the incident to fix the problem.
Create a change record from an incident to restore service or fix the underlying issue caused by or resulting from this incident.
From the Incident additional context menu, select the type of change:
Normal: Any service change that is not a standard change or an emergency change.
Standard: A pre-authorised change that is low risk, relatively common, and follows a specified procedure or work instruction.
Emergency: An emergency change that bypasses group and peer review and approval and goes straight to the authorization state for approval by the CAB approval group.
Which of the following state is NOT used in Standard change requests?
Explanation
Assess and Authorize states are not used in Standard change requests.
What is the minimum role required to update requests and catalogue tasks?
Explanation
The minimum role required to update requests and catalogue tasks is sn_request_write.
Which of the following CAB Workbench feature allows you to specify when the CAB meeting is held, on which days, and how often?
Explanation
Schedule Entries allows you to specify when the CAB meeting is held, on which days, and how often.
From Related Schedules, you can ensure the CAB schedule considers specific working hours, public holidays, etc.
Agenda Management allows you to determine which changes are included in a CAB meeting using filter criteria.
Via Refresh CAB Meetings, you can update CAB meetings and invites based on changes to the definition or schedule.
What role can create User Criteria for Knowledge Bases?
xplanation
You can determine whether particular users or categories of users can access knowledge bases and knowledge articles by controlling contribute and read access.
As a knowledge administrator, manager of a knowledge base, or owner of a knowledge base, you can assign user criteria to control contribute and read access at the knowledge base level, where:
Read access determines the ability to view knowledge articles in a knowledge base.
Contribute access determines the ability to create, modify, and retire knowledge articles in a knowledge base.
As a knowledge administrator, manager of a knowledge base, or owner of a knowledge base, you can assign user criteria and roles, or both, to control read access at the knowledge article level.
To create a user criteria record from the Knowledge module, you must have the user_criteria_admin role in addition to the knowledge role. Therefore, only users with user_criteria_admin and admin may create new User Criteria.
Where can fulfillers navigate to find catalogue tasks assigned to them and their groups to fulfil requests?
Explanation
A process user navigates to Service Desk, and My Work or My Groups Work to locate catalogue tasks and assign them appropriately.
Which of the following are checked for conflict detection in change requests?
Select 3 Answers from the below options.
Explanation
Here are the checks for conflict detection in change requests:
- Not executing during a blackout time period.
- Executing during an approved maintenance window for the associated CIs.
3.Not running in a time period that conflicts with other changes for related CIs.
4.Conflicts with changes to parent and child CIs.
5.Conflicts for all Affected CIs.
You cannot pause a change by placing it ‘On hold’ while it is in the _______ state.\
Explanation
You can pause a change by placing it ‘On hold’ once approval is requested, and the state advances to Assess.
You cannot pause a change while it is in the New state.
The On hold checkbox is visible on the change form while the change state is Assess, Authorize, Scheduled, Implement, or Review.
When selected, the On hold reason field becomes visible and mandatory.
Which fields are mandatory when you click ‘Accept Risk’ on a problem record?
Explanation
Cause notes and Risk accepted reason fields are mandatory when you click ‘Accept Risk’.
(Tokyo) There is a business requirement to restrict incident reporting to specific roles for better governance. The Development team decided to add a new access control (ACL), so only those roles can view the contents of the reports on the incident table.
What access control operation should they use to allow this access on the incident table?
Explanation
You can secure access and view the reports in the dashboards using the improved report_view access control lists (ACLs).
The report_view operation is a record-type access control list (ACL) that restricts access to reports. Only users with one of the required roles can view reports containing the restricted resource.
There are two kinds of report_view access control lists (ACLs): report_view table ACLs and report_view field ACLs. Report_view table ACLs prevent users from viewing report content based on the table specified in the ACL. Report_view field ACLs prevent users from viewing reports that use the field specified in the ACL in the group by row, column or aggregation.
For example, a report_view field ACL grants the report_admin role viewing access to the salary field in an HR table. When users with the itil or report_user role access a report grouped on the salary field, they see: Access to this content denied based on report_view field ACLs.
Which of the following can you specify for a Rich Text Label variable in a catalogue item?
Explanation
The ‘Rich Text Label’ variable displays a formatted label on a catalogue item form. In the TinyMCE rich text editor, you can format the label and add images or links.
You cannot specify the following for a Rich Text Label variable:
- Help text and instructions
- Tool tip
- Permissions
- Variable width
- Example text.
You can specify to make it visible on bundles, on guides, and/or elsewhere.
You can make this variable visible using catalogue client scripts and catalogue UI policies.
Incident identification is the gateway to the _______ stage of the Incident Management lifecycle.
Explanation
ServiceNow Incident Management supports the incident management process in the following ways:
*Log incidents in the instance or by sending an email.
*Classify incidents by impact and urgency to prioritise work.
*Assign to appropriate groups for a quick resolution.
*Escalate as necessary for further investigation.
*Resolve the incident and notify the user who logged it.
*Use reports to monitor, track, and analyse service levels and improvement.
Any user can record an incident and track it through the entire incident life cycle until service is restored and the issue is resolved.
Incident Management is responsible for managing the life cycle of incidents, from creation to closure.
Incident identification is the gateway to the Creation and Classification stage of the Incident Management lifecycle.
The Incident Management process has many states, and each is vitally important to the success of the process and the quality of service delivered. The different states can be represented in a diagram as follows:
Which of the following can be used to create configuration items (CIs) in the CMDB?
Explanation
Creating configuration items (CIs) in the CMDB can be done in the following ways:
Direct manual creation via the Configuration application modules.
Creation via service catalogue fulfilment processes.
Import from an external source.
Integration with 3rd party systems.
Automated discovery tool(s).
Creation triggered by asset management.
Creation via the change management process.
The incident management process can be used to reference CIs but not to create them. Admins may configure the related list to create new CIs from an Incident record; however, it is not a recommended or best-practice approach.
