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CIS ITSM Prep > Change & Release Management (25%) > Flashcards

Change & Release Management (25%) Flashcards

1
Q

The Change Velocity Dashboard has 3 tabs:

A
  • Current Pipeline
  • Historical Pipeline
  • Process KPIs
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2
Q

Minimum required role to update a change record.

A

sn_change_write

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3
Q

Who can perform the first level of approval in a low-risk normal change request?

A

Change Manager
Group Member

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4
Q

5 things checked for conflict detection in change requests

A
  • Conflicts for all Affected CIs
  • Conflicts with changes to parent and child CIs
  • Not executing during a blackout time period
  • Not running in a period that conflicts with other changes for related CIs
  • Executed during approved maintenance window for CIs
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5
Q

6 Release types

A

Major
Minor
Upgrade
Emergency
Maintenance
Patch

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6
Q

Tool used in a change request to view and avoid (resolve) conflicts.

A

Scheduling Assistant

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7
Q

Collision Detector identifies potential scheduling conflicts based on 2 things

A

CI in scope for the change or user/group assigned to fulfill the change

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8
Q

Change Risk Calculator is used for what 2 things?

A

Simple Risk and Impact Calculations

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9
Q

Risk Assessment allows what to be created?

A

Risk Assessment Questionnaires

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10
Q

Indicates how successful each change model or type is.

A

Change Model Success

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11
Q

The success probability for a change request is calculated based on 3 things.

A
  • Change model success
  • Change success score
  • Calculated
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12
Q

2 fields automatically calculated by completing the risk assessment on a change request.

A

Impact
Risk

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13
Q

Type of change request that does NOT require CAB authorization.

A

Standard

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14
Q

You can’t pause a change by placing it ‘On Hold’ while it is in _____ state.

A

New, Cancelled or Closed

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15
Q

Value that determines sequence change should be implemented.

A

Priority

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16
Q

State NOT used in Standard change requests.

A

Assess

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17
Q

Database view used to report on change requests resolved by SLA

A

change_request_sla

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18
Q

3 states you can cancel a change request.

A

Authorize
Implement
Schedule

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19
Q

CAB workbench feature that allows you to specify when CAB meeting is held, which days and how often.

A

Schedule Entries

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20
Q

If you incorrectly classify an emergency change as a normal change during creation and scope change, what do you do?

A

Select Revert to New and update the type to Emergency

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21
Q

5 main features of change success score

A
  • calculated daily based on peformance yesterday
  • enables approvers to take decisions on change requests
  • change success score indicator allows you to adjust multipliers
  • score value lets you determine how likely team is to complete change request without issues
  • change success score dashboard helps compare individual team scores
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22
Q

Configure on a change model to enable user criteria-based security and role-based security to tailor change creation landing page views.

A

Advanced Security

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23
Q

_________ Changes are frequently implemented and repeated implementation steps.

A

Standard Changes

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24
Q

4 Different stages in the Change Management lifecycle

A
  • Review and Closure
  • Creation and Scope
  • Implementation
  • Approval
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25
Q

Where can you find info about the CAB forum, CAB name, members, delegates, locations, time zones, and scope of changes?

A

CAB Definition

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26
Q

3 things CAB Definition contains

A
  • Info about CAB forum
  • Meeting schedule definitions
  • Links to meeting sessions
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27
Q

3 fields that need populated in a change request so conflict check can run?

A
  • Planned start date
  • Planned end date
  • CI
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28
Q

Change request type that is pre-defined, pre-authorized, and low risk

A

Standard

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29
Q

7 Release phase options on a release record

A
  • Requirements Gathering
  • Design
  • Development
  • Build
  • Deployment
  • QA
  • User Acceptance
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30
Q

5 ways to create change requests

A
  • manual creation
  • incident management
  • problem management
  • configuration management
  • service catalog
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31
Q

3 different close codes on a change request form

A
  • successful with issues
  • successful
  • unsuccessful
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32
Q

What table does the change_request extend?

A

task

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33
Q

What attribute is used to route a change request

A

Assignment Group

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34
Q

What can you do within the Conflict Calendar?

A
  • view change schedule
  • view details of the change
  • resolve conflicts
  • customize views
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35
Q

Actual start and actual end dates in a change request are populated automatically when the change state is updated to _____ (start) and then ______ (end)

A

Implement, Review

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36
Q

Performance Analytics dashboard that demonstrates the success probability of the change requests based on their model and lets you drill down into change models to monitor trends over time

A

Change Model Success

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37
Q

Icons that appear next to populated Service field in a change request.

A
  • Show other active tasks
  • Preview this record
  • Open in Dependency Views
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38
Q

3 Asset actions for a CI from the ‘Affected CI’ list on a change request

A
  • Update/Repair
  • Deploy
  • Retire
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39
Q

3 actions you can take on the CAB Meeting form?

A
  • Send meeting request to attendees
  • Go to this meeting in CAB Workbench
  • Refresh Agenda Items
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40
Q

Next Generation Change Risk uses 2 things to improve precision and provide additional change automation for change processes.

A
  • impact
  • Success Probability
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41
Q

Persona required to check whether the change plan is technically sound

A

Peer approval

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42
Q

What state an Emergency change request can be reverted to the New state and modified to a Normal change request

A

Authorize

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43
Q

Change type frequently implemented with repeatable implementation steps and a proven history of success

A

Standard

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44
Q

Container for change requests and manages execution of change management

A

Release management

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45
Q

How can you automatically populate the change request assignment group on creation when ‘Assignment group’ and ‘Assigned to’ fields are empty?

A

Based on change group of the CI/Service Offering

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46
Q

Which plugin enables dynamic calculations of the risk and impact of a change?

A

Change Management - Change Risk Calculator

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47
Q

What application can you use to quickly build and extend Change Management workflows on a single platform.

A

Flow Designer

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48
Q

An admin can share the Change Schedules with others. What audience can they share the Change Schedules with?

A
  • Everyone
  • Roles
  • Groups
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49
Q

Attribute used to route a Change Request.

A

Assignment Group

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50
Q

Before Quebec, when you went to Change > Create New, where did it take you to?

A

Legacy Change Interceptor

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51
Q

__________ allows change managers to tailor change activities and flows for specific use cases in an easy and convenient way.

A

Multimodal Change

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52
Q

An individual change model will have what 3 things defined?

A
  • State models
  • State transitions
  • State transition conditions
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53
Q

What do Change Metrics track?

A

Length of time changes stay in each approval state (not yet requested, requested, approved)

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54
Q

___________ facilitate reporting if/when SLAs are associated with change or the incident time_worked field is leveraged.

A

Database Views

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55
Q

What database view would join sc_request to SLA (task_sla)

A

sc_request_sla

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56
Q

Database view that joins sc_req_item to SLA (task_sla)

A

sc_req_item_sla

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57
Q

Database Views combine information related to SLAs and metrics with requests, requested items, and catalog tasks. They are equivalent to ______

A

SQL joins

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58
Q

What must be developed for customers, since they are NOT defined in baseline instances.

A

Metrics and SLAs are not defined for request in baseline instances.

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59
Q

When an unauthorized Emergency Change Request moves to a state of Review, which change task is automatically created?

A

Post Implementation Review

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60
Q

The Post Implementation Review change task would be assigned to ________ with a Short Description of “Post Implementation Review”

A

Change Management Group

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61
Q

On a change approval definition record, what does the ‘wait for’ condition define?

A

The number or % of users from the approval group that must approve the change.

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62
Q

Table that change records are stored.

A

Change Request [change_request]

63
Q

High Risk by default is 3 days lead time. How do you update to requires changes be requested with 5 days lead time?

A

Update the risk condition for insufficient lead time

64
Q

How are releases related to projects?

A

Projects can be part of 1 or more Releases

65
Q

Which 3 change tasks are available by default?

A
  • Planning
  • Testing
  • Review
66
Q

Business Rule that triggers automatic group assignment on incident, problem, or change requests?

A

Populate assignment group based on CI/SO

67
Q

In CAB Workbench, what are 2 ways CAB Manager can identify change requests be added to a particular meeting agenda?

A
  • Change requests meeting different conditions, like risk level or type
  • Change requests planned within a date range
68
Q

Customer complains that with the preapproved tab, they have to search through many options to find the reboot windows server change. How can you make it easier for the change user?

A

Pin Feature

69
Q

What are actions that can’t be performed by anyone, even an admin?

A
  • Update Change Type on an existing record
  • Delete a Standard Change Template
70
Q

In the baseline change - normal mode, how can change tasks be added?

A
  • automatically via change - implementation subflow
  • manually by the user during all states (except closed or cancelled)
71
Q

In baseline change - normal model, when change request goes to the review state, what happens with implementation and testing tasks?

A

They are automatically cancelled

72
Q

Which baseline Change Flow automatically generates a Change task for Post Implementation Review?

A

Change - Emergency - Review

73
Q

Customer has external system they want to use to perform changes. They want to capture these changes in the instance for reporting and CMDB maintenance. What baseline change model supports this?

A

Change Registration

74
Q

In Change Management, what does a Model State contain (2)?

A
  • Model State Transitions
  • Model State Transition Conditions
75
Q

Technical approvals that are executed in Change - Normal - Assess flow?

A

Change Approval Policy

76
Q

3 components of a Flow Action

A
  • Action Steps
  • Inputs
  • Outputs
77
Q

CAB Manager wants to make meetings more organized to define CAB meeting agendas, view change calendars, review/approve/reject changes from the application. What do we have them use?

A

CAB Workbench

78
Q

3 types of Conflicts detected automatically on the Change Request.

A
  • Conflict with Blackout Session
  • Another change for same CI at the same time
  • Conflict with Maintenance Window
79
Q

Trigger for the Change - Normal - Assess Flow?

A

When a change request using Normal Change model is moved to the Assess state

80
Q

2 key relationships between Changes and Incidents

A
  • Incidents can be caused by a Change
  • A Change can resolve Incidents
81
Q

3 key relationships between Change and CI records.

A
  • 1 change can be submitted for multiple CIs
  • Changes should reference atleast 1 CI
  • A CI can be affected by a Change, even if it is not the CI being changed
82
Q

Customer wants to add a notification to the Change - Emergency - Authorize Flow. What’s the first thing you would do?

A

Create a copy of the Change - Emergency - Authorize Flow and edit the new copy.

83
Q

How are Features related to Products and Releases?

A

Products have associated Features, which are organized into Releases

84
Q

What actions can a user with itil_admin do in Change Management?

A
  • Manage Risk Assessments
  • Manage Risk Conditions
  • Delete Change
85
Q

How are Releases related to Change?

A

Releases are comprised of 1 or more Changes

86
Q

If you have a Root Cause and a Workaround for a problem documenting the quickest known solution, what should you do?

A

Publish the Workaround

87
Q

After creating a new Change model and adding a new Approval Policy for the model, the approval isn’t triggering. What could be the cause?

A

The ‘Apply Change Approval Policy’ action in the flow does not reference the new Approval Policy

88
Q

What module do you use to change the setting for the time between incident Resolution and Closure?

A

Incident Properties

89
Q

On a Normal Change Model, what are 3 examples of the Model State Transitions that are defined for the Authorize state?

A
  • Authorized to New
  • Authorized to Cancelled
  • Authorize to Scheduled
90
Q

On the Unauthorized Change Properties, what can you configure?

A
  • Enable/Disable creation of Unauthorized changes
  • CI Classes to monitor
91
Q

Use ______ to identify the CI classes you want visible on the Incident Problem and Change forms.

A

Principal CI Class Checkbox

92
Q

In 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 component of the flow is this?

A

Flow Actions

93
Q

Before Quebec, when you click Change > Create New, which page is displayed?

A

Change Interceptor

94
Q

Where can a change manager define interval frequency of unauthorizedchange detection?

A

Unauthorized Change Properties module

95
Q

In release management, what controls the movement of the state from Scoping to Awaiting Approval?

A

Manual State Selection

96
Q

Available change models for new users with Change Model Foundation Data plugin (3)

A
  • Normal
  • Emergency
  • Standard
  • Cloud
  • Site Reliability Ops
  • Unauthorized Change
  • Change Registration
97
Q

Planned phases for a release used to group tasks.

A

Release Phases

98
Q

When change advances to the Review state before automated tasks are completed.

A

Tasks are automatically cancelled

99
Q

Default value for ‘Requested by’ field in change requests

A

Opened by user

100
Q

Frequency of the scheduled jobs for conflict detection?

A
  • Planned start 1 month or longer > every 7 days
  • Planned start less than a month > every 2 days
  • Planned start less than a week > run daily
101
Q

Factors Risk Value in a change request account for (3)

A
  • Number of resources to implement the change
  • Whether an outage is required
  • Complexity of the change
  • Whether change is commonly performed
  • Whether change can be tested before implementation
102
Q

3 things change models let you define

A
  • Fit for purpose state models
  • State transitions
  • State transition conditions
103
Q

Change task types typically completed during change implementation window (2)?

A
  • Implementation
  • Testing
    (Note: Planning is before approval and Review is after implementation)
104
Q

Next Gen Change Risk uses to improve precision/automation for change process (2)

A
  • Success Probability
  • Impact
105
Q

Evaluation technique that helps you implement a data-driven approach with improved precision to calculate risk of successfully implementing a change.

A

Next Generation Change Risk

106
Q

System property that needs to be ‘false’ to disable the ability to copy the change task’s attachments.

A

com.snc.change_request.rl.change_task.attach.enable_copy

107
Q

3 properties you can configure for the unauthorized change capability

A
  • Interval frequency for detection
  • CI Class inclusion for the change request
  • Qualification criteria for an unauthorized change
108
Q

4 stages in the Change Management lifecycle

A
  • Creation and Scope
  • Approval
  • Implementation
  • Review and Closure
109
Q

How can you reduce change risk and manage change conflicts in change management?

A

Schedule assistant REST endpoints

110
Q

At what state an Emergency Change request can be reverted to the New state and modified to a Normal change?

A

Authorize

111
Q

How can advanced security on a change model help tailor change creation landing page views?

A
  • user criteria
  • read and write roles
112
Q

What app can you use to get suggestions on standard templates, identify similar incidents and enhance risk assessment for change

A

Predictive Intelligence

113
Q

Which table does the Release Task (rm_task) extend in release management v2?

A

PLanned Task (planned_task)

114
Q

Goal of change management (2)

A
  • Ensure beneficial changes are made with minimal disruption to IT services
  • Ensure standardized procedures are handle changes promptly and efficiently
115
Q

3 triggers to conflict detection in change requests.

A
  • As scheduled jobs based on lead time to Planned Start
  • Insert or Update the change records
  • Manual
116
Q

CAB Workbench feature to determine what changes are included in a CAB meeting using the filter criteria.

A

Agenda Management

117
Q

4 topics part of the change post implementation review (PIR)

A
  • Was change started on time & completed within the change window?
  • Were there any unexpected incidents that arose due to change implementation?
  • Did external providers meet service level targets
  • Did change meet its targeted objective
118
Q

What can a change manager do from the CAB workbench (3)

A
  • Review and take meeting notes
  • Define CAB meeting agendas
  • View change calendar
119
Q

What is Refresh CAB Meeting in CAB Workbench used for?

A

Update CAB meetings and invitees based on changes to the definition or schedule

120
Q

Information provided under the Planning Tab in change request to assist approvers, implementers and task assignees (5)?

A

Risk and Impact Analysis
Implementation Plan
Justification
Backout Plan
Test

121
Q

2 plugins that need activated to use Predictive Intelligence

A
  • Change Management - Standard Change Template Intelligence
  • Change Management - Risk Intelligence
122
Q

3 Dashboards listed as submenus under Change application in Change Analytics section.

A
  • Change Type Success
  • Change Success Score
  • Change Model Success
123
Q

3 change request information available for change approvers within the approval record.

A
  • Implementation Plan
  • Justification
  • Short Description
124
Q

3 things you can achieve using performance analytics in Change Velocity Dashboard

A
  • Change activity assessments based on the state model
  • Customer-defined change types
  • Actionable insights into the change operations
125
Q

Plugin that enables dynamic calculations of the risk and impact of a change?

A
  • Change Management - Change Risk Calculator
126
Q

Happen during the Implementation stage of the Change Management lifecycle.

A

Change tasks created automatically as part of the workflow

127
Q

What state is a change request moved to once the Change Management and CAB provide final authorization to proceed?

A

Scheduled

128
Q

3 Change request states that can be set automatically

A
  • Authorize
  • Review
  • Scheduled
129
Q

eCAB

A

Emergency CAB Approval

130
Q

Unplanned CI activity occurs on CIs that are part of the application service, an unauthorized change request is automatically created as a _______ change.

A

Emergency

131
Q

Release Phases (7)

A

Requirements Gathering
Design
Development
Build
Deployment
QA
User Acceptance

132
Q

2 functionalities of the CAB Workbench

A
  • Allow a delegate to capture CAB meeting minutes
  • Review and approve standard and pre-approved change proposals in the CAB
133
Q

State of a normal change is updated to ______ when a member of the assignment group or CAB approval group rejects the change.

A

New

134
Q

What Field allows you to declare the execution state of a change when configuring a change model.

A

Implementation States

135
Q

Option that shows color coding used in change schedule.

A

Span styles

136
Q

What performance analytics dashboard demonstrates the success probability of a change request based on their model?

A

Change Model Success

137
Q

Change management stakeholders or roles responsible for managing the change and ensuring it is technically sound.

A

Change Owner

138
Q

Definition of DevOps

A

Focuses on sharing goals and collaboration between operations and development teams for more efficient delivery.

139
Q

3 benefits of scheduling changes through REST API?

A
  • Detect a conflict through a REST call
  • Locate the next open change window
  • Lower change risk
140
Q

Recommended way for a CAB approver to approve the change requests during the CAB meeting.

A

Selecting agenda items for the change requests in the CAB workbench and choosing approve

141
Q

3 Related Links available form a Standard Change Template record.

A
  • Modify Template
  • Retire Template
  • Create Standard Change
142
Q

Module/plugin that enables you to calculate the probability of change request being completed successfully without issues.

A

Change Management - Success Probability

143
Q

If a change is rejected, what state would the change request be updated to?

A

New

144
Q

Role required to delete a CAB definition

A

admin

145
Q

4 different types of change tasks.

A

Testing
Review
Implementation
Planning

146
Q

3 tabs on the CAB Meeting Form

A
  • Conference Information
  • Agenda Management
  • Meeting Notes
147
Q

Provides oversight and governance for change management process, owns supporting docs, etc.

A

Change Manager

148
Q

3 components of a change approval policy?

A
  • Decisions
  • Approval Definitions
  • Policy Inputs
149
Q

How do you increase change efficiency without compromising stability or compliance in the change process?

A

Build and customize change models

150
Q

Which Advanced Security option lets you manage user access to change models?

A

‘Not Available for’ option

151
Q

3 tabs in the Change Schedules module

A
  • Pinned Schedules
  • All Schedules
  • Your Schedule
152
Q

Module in DevOps app that lets you access your integrated planning app, features and version.

A

Plan

153
Q

3 options to configure the display of conflict message for change requests

A
  • Always
  • Never
  • User Preference

CIS ITSM Prep (7 decks)

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