CIS:ITSM Flashcards
(184 cards)
1
Q
When Setting up an ITSM Implementation, what should you do first?
A
Delete the Demo Data.
2
Q
What are 4 ways in which we can create a knowledge article?
A
- Manual creation (requires role: knowledge)
- From Existing Records
- Imports
- Integrate Externally (One Way integration)
3
Q
What is the purpose of the nobody role in the KB?
A
So that nobody can delete a knowledge base
4
Q
Name 6 potential data sources for your foundational data.
A
- AD (Active Directory, think LDAP)
- HR Systems
- Business Applications
- Spreadsheets
- Legacy ITSM Applications
- Manual Entry
5
Q
If a group has no members and it gets an approval request, what will happen?
A
The system will auto-approve the request.
6
Q
Name 6 ways to create Configuration Items (CIs)
A
- Manual Creation (Form)
- Service Catalog
- Import from External Source (Spreadsheets)
- Integrations
- Discovery
- Assets
7
Q
What’s the difference between an asset and a CI
A
An asset can be thought of as financial information about a device, while a configuration item can be thought of as configuration information about a device.
8
Q
What Type of table is the KB table?
A
Base Table, it is not extended from another table. (kb_knowledge_base)
9
Q
What is CSDM
A
Common Service Data Model
10
Q
How can SysAdmins determine which knowledge bases are visible through the Now Mobile App?
A
By Adding them to the mobile employee service portal.
Now Mobile App > Knowledge Bases
11
Q
Name 3 objectives of Incident Management
A
- Identify baseline application functionality, security, and architecture
- Design solutions to meet requirements that maximize system quality attributes
- Implement configuration common to 80% of customer deployments
12
Q
What is the name of the plugin that enables sn_incident_read and sn_incident_write?
A
ITSM Roles - Incident Management
13
Q
How does one configure which CI / Service Offering field populates the Assignment group field?
A
One must create a new property, named com.snc.incident.ci_assignment_group.field_name
OR
con.snc.incident.service_offering_assignment_group.field_name to define CI / Serivce Offering fields.
14
Q
Which 3 plugins are activated with MIM? (Major Incident Management)
A
- Incident Communications Management
- Incident Updates
- Task-Outage Relationship
15
Q
What are 2 best practices regarding sys_popup configuration?
A
- Don’t Dot-walk fields
- Configure with concise information
16
Q
What are the 2 Modes for Change Management regarding how Change Models are displayed and selected?
A
- Continue using the interceptor: Change Models have the ability to be selected from there
- Replace the interceptor with the change model landing page, ONLY change models will be able to be selected from this option.
17
Q
Why would you want to continue using the interceptor for change management in Quebec?
A
Gartner says that this option, or mode focuses on exploiting what is well know, while renovating a legacy environment into a state that is fit for a digital world.
Source: https://www.gartner.com/en/information-technology/glossary/bimodal
18
Q
What happens when no CI is marked Principal?
A
Every CI will be visible / no CIs will be filtered.
19
Q
Which Plugin is responsible for installing Risk Assessments?
A
Change management risk assessment plugin
20
Q
Explain what service ‘KB Use’ provides
A
KB Use tracks how many times a knowledge base has been used / viewed.
21
Q
What role would best suit a user that only works with problem tasks?
A
problem_task_analyst
22
Q
What process does Cloud Infrastructure Change Model work with?
A
Commissioning / Decommissioning Cloud Infrastructure Services
23
Q
Name the 2 change tasks available on every Normal, Emergency, and Standard Change
A
Implement, Post Implementation Testing
24
Q
Name a Few Release Management Concepts
A
- Product: hard/software
- Releases: Represents a planned release for a product
- Release Phases: Planned phases that a release will have.
- Features: individual changes being made to the product.
- Release Tasks: any tasks assoc. with the release.
25
What are some of the components of Release Management?
- Key Inputs / Decisions
- Release Planning
- Deployment
26
Name the 3 Key Inputs / Decisions of Release Management
- Release Type
- Release Calendar
- Release Process
27
Name the 3 phases of Release Planning
- Selecting the inputs to release
- Defining the 'right' release process
- Conducting Close Activities
28
Name the 3 steps of deployment inside Release Management
- Build
- Test
- Deploy
29
True or False:
Release Planning and deployment are parts of a process, and there can be multiple cycles of planning and deployments associated with a release.
True
30
Name the 5 Release Phases
- Release planning
- Build and Test
- Deployment
- Review
- Close
31
How do I hide variables on a catalog Task?
VEditor - a formatter that ONLY works on catalog tasks and requested items.
You have to use VEditor to hide / format variables on a catalog task
32
True or False:
Once an Incident is placed in a Resolved State, the Caller may no longer re-open the Incident.
True
33
Common recurring Catalog Variables can be grouped and standardized using _________.
Variable Sets
34
Which platform feature is used to track field value durations, such as the length of time an Incident spent in each State or the length of time an Incident was assigned to each group?
Metrics
35
_______________ is primarily focused on the details needed to manage and operate hardware and software.
_______________ is primary focused on the financial aspects of hardware and software.
Configuration Management, Asset Management
36
True or False:
In the baseline configuration, Service Level Agreements use percentages of SLA Duration to determine when to send Breach Warnings and Breach Notice notifications.
True
37
In which phase of the Incident Management lifecycle do Incidents typically get escalated?
Investigation and Diagnosis
38
Which of the following is NOT a consideration when determining the need for multiple Service Catalogs?
- Audience
- Delegation of Catalog Administration
- Size of the company
- Services and Types of Service
Size of the company
39
In Change Management, the Risk Calculator is used to:
Determine the Risk and Impact of the Change based on Risk Conditions
40
Explain one benefit of implementing Knowledge Management?
Deflecting the creation of Incidents so users may help themselves with common issues
41
Problem Management Investigation and Diagnosis activities include __________.
Conduct a Root Cause Analysis
42
A Parent Incident is updated to reflect a new Priority and a new Assignment Group. Which corresponding updates would be made automatically to child Incidents?
No automatic updates are made to child Incidents
43
A user has the VIP field set to true on their User [sys_user] record. When that user is selected as the Caller on an Incident, which of the following statements are true in a baseline platform configuration? Select all that apply.
- The user's name is shown in red in the Caller field
- A 'VIP' decoration is displayed next to the Caller field
- SLA workflow conditions for VIP trigger additional notifications to the manager of the Assignment Group
- The Priority field calculation is adjusted to increase Priority by
The user's name is shown in red in the Caller field
44
What are some of the best practices for using Service Catalog Categories?
Make sure you're organizing your categories in a way that your audience will understand.
Keep it simple, Limit your Categories
45
What is the name of the view that can be configured to control the fields displayed when a user hovers over the reference icon next to a reference field?
sys_popup
46
In the baseline platform configuration, an end-user with no assigned roles can read an Incident when they are _________.
- The Incident Caller
- The Opened By
- On the watch list
47
An Order Guide can include multiple Items. Items have common variables, such as Shipping Location, and Requester. Which field on the Order Guide, when set to true, automatically copies the common variable values to corresponding variables on each included Item?
Cascade Variables
48
When referring to the State of an Incident in server-side code (such as in a Script Include, Business Rule, or UI Action), which method is the preferred way to refer to the State field value?
If a constant has been defined, such as incident.state.IN_PROGRESS, use the constant.
49
Which field on a Configuration Item record may be used to expedite Incident routing and resolution?
Support Group [support_group]
50
Describe some of the ways that Changes may be related to Incidents?
Incident May be caused by changes. Investigation of Incidents may indicate the need of a Change
51
What actions on the Incident table require the itil_admin role?
Deleting Incident
52
# Fill in the blank:
Actual start is set when the __________.
State changes to Implement.
53
In the baseline platform configuration, what is required when closing a Normal Change?
- Close Code
| - Close Notes
54
Which key performance indicators (KPIs) can be influenced by effective Problem Management?
- % of high priority problems
| - Avg time to close a problem
55
Which of the following ITIL terms refers to the cause of one or more Incidents that is typically unknown at the time of detection?
Problem
56
True or false:
In the baseline configuration, ONLY Emergency Changes require a Post-Implementation Review (PIR).
False
57
The Change Management lifecycle steps, in order, include:
Creation and Scoping -> Approval, Implementation -> Closure
58
When the Change Management - Risk Management plugin is enabled, how will the Risk of a Change Request will be set?
Risk will be set to the highest Risk value evaluated by the Risk Calculator and Risk Assessment
59
On the Change Record form, the Process Flow Formatter is used to __________.
Visually depict the Change Workflow
60
What features are available through the Change Management - CAB Workbench application?
- Invite delegates to CAB meetings to discuss specific Changes
- Determine CAB agenda with a specified amount of time allocated to each Change.
61
True or False:
Change Management uses the workflow engine by default to facilitate approvals and processing for each type of Change, including Emergency, Normal, and Standard.
True
62
True or False:
In the baseline platform configuration, when a Knowledge Article is flagged by a user as being incomplete or incorrect, a notification is sent to the Knowledge Base Owner.
False
63
Knowledge Ratings are stored in the _________ table.
Knowledge Feedback [kb_feedback]
64
In a Service Catalog, What can Content Items Not include?
Cross-references to Catalog content
65
On an Incident, what would trigger the Reopen Count field value to be incremented?
For the state of the incident to be changed from Resolved to Open.
66
When does a State of On Hold pause an SLA?
Depends on the SLA conditions
67
Which of the following is NOT included in the Incident Management Lifecycle?
Approval and Fulfillment
68
How are Additional Comments and Work Notes intended to be used in notifications?
Additional Comments - communicate with end users; Work Notes - communicate with IT staff.
69
Which mechanism is used to set the number of days (integer) after which Resolved Incidents are automatically closed?
System Property
70
Which role is required to close a Problem?
Itil
71
What is the GOAL of Problem Management? (3 points)
- Prevent Problems and resulting Incidents from happening
- Eliminate recurring Incidents
- Minimize impact of Incidents that cannot be prevented.
72
In Problem Management, which element must be edited to modify the field mappings when Knowledge Articles are generated from ACTIVE Problem records?
Problem Create Knowledge Business Rule
73
The Standard Change Template [std_change_record_producer] table is extended from the ____.
Record Producer Table [sc_cat_item_producer]
74
True or False
In Change Management, manually added Change Tasks allow the Change owner to maintain accountability for a Change Request while assigning the individual implementation steps to other groups or individuals.
False
75
What is the default number of days (integer) after which Resolved Incidents are automatically closed?
One Day
76
Which two fields are used to calculate priority on an Incident?
Impact and Urgency
77
What is the GOAL of Incident Management?
Restore normal service operation as quickly as possible with minimal disruption to the the business.
78
In Incident Management , which of the following States are considered Active?
- New
- In Progress
- On Hold
- Resolved
79
Which ServiceNow feature allows users to contact the Service Desk agents using Chat Queues and allows Service Desk agents to open Incidents directly from Chat sessions with users?
Connect Support
80
True or false:
Users with the itil role can delete an Incident.
False
81
Guided Setup provides step-by-step instructions for loading Foundational Data, which includes __________. (6 items, CRUDGL)
- Companies
- Roles
- Users
- Departments
- Groups
- Locations
82
Under which circumstances can a user with the itil role create a Problem record from an Incident record?
When the Incident is not Closed and when there is not already an existing
Problem associated with the Incident
83
The Incident Task [incident_task] table is extended from the _________ table.
Task [task]
84
When viewing a list of Tasks, which field identifies whether the Task is an Incident, Problem, Change, etc.?
Type type [sys_class_name]
85
Which of the following is NOT a typical method to propose a new Standard Change?
(Think templates)
Toggle the Template Bar on an Existing Change and click + to add a new
Template.
86
In the baseline platform configuration, if a Change approver rejects an approval for a Normal Change, what will the State of the Change be set to?
New
87
In the baseline platform configuration for an Emergency Change, __________ is required before a Change can be scheduled.
CAB Approval
88
Which conditions must be met in Problem Management, when using the Communicate Workaround Related Link, for the workaround to be communicated?
Incident must be active; Incident is associated with the Problem record.
89
In the baseline platform configuration, the Problem States include _________.
Open, Pending Change, Known Error, Closed/Resolved
90
True or False:
Conflict Detection must be triggered manually for Changes using the Check Conflicts UI action.
False
91
Select the ServiceNow functionality that may be used in the Assess phase of Change Management to evaluate the potential impact of a Change.
Risk Assessment
92
What is the minimum role required for a user to create an Emergency Change?
Itil
93
In Change Management, which record should be modified to restrict when a Change can move to a specific state?
ChangeRequestStateModel Script Include
94
A customer would like to modify the wording that appears when a user selects Change > Create New. Which type of record must be adjusted?
Interceptor
95
Change Tasks generated by the Change Request - Normal Change tasks workflow should include:
Standard, administrative tasks common to all Normal Changes
96
When evaluating Change Request States in a Script Include, which is the preferred method for referencing a State?
Use the State name Constant, such as
| ChangeRequestStateHandler.SCHEDULED
97
True or false:
Whenever Change Management - Risk Assessment plugin is enabled, Both the Risk Calculator and Risk Assessment are used to determine Risk for a Change
True
98
True or False:
You can create a Knowledge Article within ServiceNow using the following Method:
Generate from a Scheduled Report with a Target = Article
False
99
Explain how Knowledge Management subscriptions and article versioning are enabled?
Activate the Knowledge Management Advanced Plugin
100
Which mechanism is used to specify who can read Articles and who can contribute Articles in a Knowledge Base?
User Criteria
101
Which condition must be met to have a Knowledge Article display on the Knowledge Home Page in the Featured Content section?
A record must be created in the Featured Content [kb_knowledge_keyword]
table referencing the Article and a keyword of "homepage."
102
What Knowledge Management capability allows users to ask and answer questions amongst peers within a Knowledge Base?
Social Q&A
103
How is access to Knowledge Articles administered?
User Criteria and User Roles
104
What are the primary record types in Configuration Management?
Relationship Type and Configuration Item (CI)
105
Given the class structure below, which types of CIs will be included in a report run against the cmdb_ci_computer table?
- cmdb
- --- cmdb_ci
- --- ---- cmdb_ci_hardware
- --- ---- ---- cmdb_ci_computer
- --- ---- ---- ---- cmdb_ci_server
- --- ---- ---- ---- ---- ---- cmdb_ci_win_server
- --- ---- ---- ---- ---- ---- cmdb_ci_linux_server
- --- ---- ---- ---- ---- ---- cmdb_ci_unix_server
- --- ---- ---- ---- cmdb_ci_pc_hardware
CIs defined directly in the cmdb_ci_computer and all child classes
106
A customer has a requirement to include a Catalog Item to order Microsoft Access in several Categories so that users can find it easily. What is the best way to do this?
Add additional Categories in the Catalog Item's Categories Related List
107
On a Service Catalog Item, a customer has a requirement that the start_date is before the end_date. Which approach is recommended to satisfy this requirement?
Create a Catalog Client Script that triggers on Submit of the Item.
108
Which of the following can be used as a 'non-code' alternative for some Catalog Client Scripts to populate data on an Item?
Catalog Data Lookup
109
For each Requested Item, a _________ enables the approval and delivery of that Item.
Workflow
110
True or False:
A Requested Item may be associated with one or more Requests.
False
111
Which of the following Service Catalog records may serve as a container for multiple Requested Items?
Request
112
True or False:
The Requested Item [sc_req_item] table is extended directly from the Task [task] table.
True
113
Primary tables associated with Request Fulfillment begin with the prefix __________.
sc_
114
Which one of the following represents the overall life cycle of a Request?
- Submittal -> Approval -> Fulfillment -> Closure
- Approval -> Submittal -> Delivery -> Resolution
- Approval -> Submittal -> Fulfillment -> Closure
- Submittal -> Approval -> Resolution -> Closure
Submittal -> Approval -> Fulfillment -> Closure
115
In the baseline configuration for Service Catalog workflows, which of the following statements are true? Select all that apply.
- All Requested Items require manager approval
- Requests with a value over $1000 require manager approval
- Execution plans are used instead of Workflows
- Approvals will be skipped if there are no members in the approval group
- Approvals will be skipped if there are no members in the approval group.
- Requests with a value over $1000 require manager approval
116
Which type of records use the default Variables Editor (formatter) to display Catalog Item Variables on a form?
Any type of record created from Record Producers.
117
Which of the following may NOT be published in a Service Catalog?
- Content Item
- Requested Item
- Record Producer
- Order Guide
Requested Item
118
Which type of Service Catalog component allows a user to describe their needs, choose options, and then check out ordering multiple items at once according to their selections?
Order Guide
119
What is NOT a way Service Catalog Requests may be submitted in a baseline ServiceNow instance?
- From the Service Catalog
- From an Incident record
- From the Service
- From an inbound email
From and Inbound email
120
In knowledge management, which conditions must be met before the 'Import from Word' icon/ button appears on the Knowledge management Home page?
The user must meet the conditions in the Can Contribute User Criteria for at
least one Knowledge Base OR have the knowledge or Knowledge_admin role.
121
When a user selects Change > New, they are presented with a ___________ to select the type of change instead of being presented with a new Change form.
Interceptor
122
Change Conflict Detection Scheduled jobs run with increasing frequency as a Change approaches the Planned start date.
True
123
For the majority of Catalog Items, the customer requires Quantity and Price to be displayed. However, for one Item, the customer would like to omit these two fields. Which of the following approaches should be used to satisfy this requirement?
Set 'Use cart Layout ' to false on the Catalog Item and set both 'No Quantity'
and 'Omit Price in Cart' to true
124
True or False:
Database views must be used to report on Catalog Item Variables.
False
125
Which of the following describes the purpose of User Criteria when used in the Service Catalog application?
- Pre-fill user preferences on Catalog order forms.
- Replace Access Controls to provide security to Requests.
- Determine who can see Categories and Items
- Determine who can see Catalogs and Items.
Determine who can see Categories and Items.
126
When evaluating Change request states in a script include, which is the preferred method for referencing a State?
Use the State name Constant, such as
| ChangeRequestStateHandler.SCHEDULED
127
In the baseline platform configuration of Change Management, which of the following are controlled by the Change Request - Normal workflow?
- Risk Assessment, Change Task generation, Approvals
- CAB Approvals, Conflict checking, Notifications
- Approvals, Conflict Checking, Change Task Generation
- Approvals, Notifications, Rollback
Approvals, Notifications, Rollback
128
Which of the following statements are correct for Standard Changes. Select all that apply.
- Standard changes are typically low risk and have detailed procedures
- Standard changes don't have Change tasks
- Standard Change procedures must be stored in a Knowledge base
- Standard changes can be automated
Standard changes are typically low risk and have detailed procedure.
Standard changes can be automated
129
When can a user (who has no assigned roles in the system) close an Incident?
When the user is the caller and the Incident's state is Resolved
130
Which of the following can be used to standardize the body of Outbound email notifications?
Email Templates
131
For an incident, which of the following are used when calculating the value of the Business Duration field?
- Incident State Duration Metric
- Incident Auto-close system property
- Calendar duration
- SLA Schedule
SLA Schedule
132
Which type of record may be used to initiate the process to deploy a fix to an incident?
Change request.
133
Which of the following DOES NOT describe the purpose of CMDB?
- Repository to store IT Service infrastructure components and relationships
- Centrally managed and controlled 'system of record'
- Critical analysis and decision-making tool to support impact analysis
- Inventory of IT assets in stock and available to Users
Inventory of IT assets in stock and available to Users
134
Which of the following Service Catalog variable types are not supported in Mobile interfaces? Select all that apply.
- HTML
- Label
- UI Page
- Lookup select box
- IP Address
- Container Start
HTML, Label, UI Page, Container Start
135
True or False:
The Requested Item table is extended directly from the Task table.
True
136
Which of the following statements are correct for Standard Changes and Standard Change Templates? Select all that apply
- Standard Changes do not require approvals
- Templates can be used only for Standard Changes
- Creation of a Standard Change Template requires approval
- Standard Change Templates cannot include standard tasks
- Creation of a Standard Change Template requires approval
- Standard Changes
do not require approvals.
137
The requested item table is extended directly from the task table
True
138
Which of the following functions is NOT enabled by the Change advisory board (CAB) workbench?
- View a calendar of planned changes
- Document meeting notes and share with attendees
- Define a schedule and related logistics for CAB meetings
- Provide video and chat capabilities during CAB meetings
Provide video and chat capabilities during CAB meetings.
139
In the baseline platform configuration, the appropriate Workflow to be attached to a Change Request is determined based on _________ ?
Workflow conditions matching Change request field values
140
True or False:
XML exports of Knowledge Articles include Text but DO NOT include attachments.
False
141
True or False:
When viewed through a Service Portal, Service Catalog Items may be formatted with a maximum of two columns.
True
142
Which of the following conditions can be evaluated by Change Management Conflict Detection? Select all that apply.
- Changes scheduled outside of normal business hours
- Changes scheduled during blackout time periods
- Conflicts for all Affected CIs
- Changes with overlapping schedules assigned to the same resource
- Changes schedule outside of a CI's maintenance window
- Changes schedule outside of a CI's maintenance window
- Changes scheduled during blackout time periods
- Conflicts for all Affected Ci's.
143
Which two fields are used to calculate priority on an Incident?
Impact and Urgency
144
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 __________ ?
Incident deflection
145
Which type of record may be used to initiate the process to deploy a fix to an Incident?
Change request.
146
Which feature can Service Desk Agents use to ensure that Knowledge Articles they attach to Incidents are Articles that are appropriate to share with Callers?
Contextual Search - Search as
147
True or False:
In the baseline platform configuration, a Configuration Item must be specified before Approvals are requested for a Change Request.
False
148
True or False: A Problem can be created from an Incident.
True
149
In the baseline configuration for Change Management, how do users access approved Standard Change templates?
Standard Change Catalog
150
Poorly managed and unplanned Changes often create high volumes of _________?
Incidents
151
Which process role is responsible for the smooth operation of the Change Management process within an organization?
Change Advisory Board
152
True or False:
Configuration changes to the Change Management - CAB Workbench Application must be done in the global scope.
False
153
Which is NOT a type of Article feedback that may be submitted by users?
- Rate Article
- Endorsed
- Flag Article
- Helpful (Yes / No)
Endorsed
154
How is Knowledge Management Article publishing managed?
Each Knowledge Base follows its own Publish and Retire workflow
155
True or False:
ServiceNow is limited to a single Knowledge Base for all users of the platform to access.
False
156
In the baseline platform configuration, the Post News Related Link on a Problem Record will generate a Knowledge Article that includes information mapped from the Problem Record. What will be the Workflow state of the new Article?
Draft
157
Under which circumstances would a Knowledge Article Author set the Display Attachments field to false on an Article that HAS attachments?
The attachments are images embedded and displayed within the Article text.
158
Which of the following approaches is used to display a Variable from a Requested Item on a Catalog Task form?
In the Catalog Task Activity within the Item's fulfillment workflow, select variables to be displayed in the Variables on the Task Form field
159
Which of the following is a potential benefit of implementing Incident Management?
- Reduction in the time to fulfill Requests
- Reduction in the time Services are unavailable
- Reduction in the number of duplicate Configuration Items
- Reduction in the number of Incidents caused by Changes
Reduction in the time Services are unavailable.
160
Which feature may be used to track trends related to the average resolution time by priority for Incidents compared to other customers in the same industry / number of users / region?
Performance Analytics
161
Which platform feature is used to determine whether an Incident meets the conditions for First Call Resolution?
Metric
162
Which of the following can be used to standardize the body of outbound email notifications?
Email Templates
163
Explain how Changes may be related to Incidents?
Incidents may be caused by Changes. Investigation of Incidents may indicate the need for a Change.
164
On an Incident form, Category and Subcategory fields include a drop-down list of potential field values to allow users to categorize Incidents. Which table stores the list of potential field values displayed in these two fields?
Choice [sys_choice]
165
In the baseline platform configuration, which Incident Management function is limited to users with roles of either itil_admin or admin?
Delete incident.
166
In the baseline platform configuration, who can create Change Requests?
Users with the Itil role or Change-specific roles
167
In which situation would an Order Guide be used?
Multiple items are typically ordered together.
168
Which components can be turned on or off in the Service Catalog Cart Layout?
Quantity
169
True or False:
User Criteria is used to determine who may order Items in a Service Catalog Category.
True
170
Which table is the base class for the Configuration Management Database?
Base Configuration Item [cmdb]
171
Change Management uses workflow engines by default to facilitate approvals and processing for each type of Change, including Emergency, Normal and Standard.
True
172
Under which circumstances is it appropriate to leave a Problem record in a State of Known Error?
The permanent fix is too costly, and the documented workaround is sufficient.
173
In Problem Management, when the State of a Problem changes to Closed/Resolved, what updates are made to the associated Incidents? (Assume associated Incidents have a State of On Hold and On Hold Reason of Awaiting Problem.)
The "State" of each Incident is set to "In Progress" and the problem's "Close Notes" get copied to that related incident's "Work Notes" which will show in the
incident's activity journal.
174
In the baseline configuration of Change Management, which fields are included when the Copy Change UI action is used to copy a Change Request?
Configuration Item, Change Tasks, Risk, Backout Plan, Category
175
In Change Management, what is the purpose of the Risk Assessment Survey?
Determine the Risk of the Change based on user responses to a Risk Assessment.
176
True or False:
In the CAB Workbench application, meeting notes and minutes are documented at the CAB meeting level.
True
177
True or False:
Every Catalog Item uses the same workflow to manage approvals.
False
178
Which of the following is considered a best practice for managing the Valid To date for Knowledge articles?
- Allow the authors of Articles to set the Valid To date of each individual Article
- Determine the Valid To time frame of your articles based upon the type of article and volatility of information in the article
- Leave the Valid To dates to the default value of 2020-01-01
- Do not set Valid To dates for Knowledge Articles
Determine the Valid To timeframe of your articles based upon the type of article and volatility of information in the article.
179
True or False:
Within a Catalog Item, a 'Container Split' formatter is required between 'Container Start' and 'Container End' to split variables into columns.
False
180
The Knowledge [kb_knowledge] table is extended from _________ .
No Table, it is a base table
181
Which of the following statements is true when an Incident has several child Incidents?
- No updates are synchronized between parent and child Incidents
- All updates to parent Incident are reflected in child Incidents
- Parent Incident updates to State, Comments, Work Notes, and Resolutions Code
- All updates to child Incidents are reflected in the parent Incident
Parent Incident updates to State, Comments, Work Notes, and Resolutions Code
182
If you hover over the reference icon for a Caller, and a sys_popup view hasn't been configured, which view is used?
Default
183
What is the minimum role required to delete a Problem?
Itil_admin
184
What is the minimum role required to delete a CI?
Itil
