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CIS ITSM Prep > Extra Study Questions > Flashcards

Extra Study Questions Flashcards

1
Q

CAB Meeting Form gives 3 actions.

A
  • Refresh Agenda Items*
  • Send Meeting Request to Attendees
  • Go to this meeting in CAB Workbench
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2
Q

Which of the Change Management lifecycle stages should you perform a risk assessment and evaluate the risk?

A

Creation and Scope

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3
Q

Capabilities of CMDB grouping inside Change Management.

A
  • Consume Dynamic CI groups while creating a change
  • Consume Dynamic CI groups while creating change schedules
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4
Q

What can be used to create CIs in the CMDB?

A
  • Creation triggered by Asset Management
  • Creation via Change Mananagement
  • Creation by Service Catalog
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5
Q

What is checked for conflict detection in Change Requests?

A
  • Not during Blackout time
  • Conflicts for All Affected CIs
  • Conflicts with changes to parent and child CIs
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6
Q

What states can a Change Request NOT be placed on hold (3).

A
  • New
  • Closed
  • Cancelled
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7
Q

Which buttons/UI Actions on the Problem Record change the state to Closed?

A
  • Mark Duplicate
  • Accept Risk
  • Cancel
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8
Q

What actions can you take on the CAB Meeting Form?

A
  • Refresh Agenda Items
  • Send Meeting Request to Attendees
  • Go to this meeting in CAB Workbench
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9
Q

Different levels for a request to be approved?

A
  • Requested Item (sc_req-item)
  • Request (sc_request)
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10
Q

Who is notified when a problem manager or coordinator clicks ‘Communicate Fix’ link on a problem record

A

Assigned to users of the related incidents

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11
Q

4 primary tables associated with Catalog Definitions.

A
  • Catalog Item (sc_cat_item)
  • Catalog (sc_catalog)
  • Category (sc_category)
  • Order Guide (sc_cat_item_guide)
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12
Q

3 different ways ITIL processes interact with Knowledge Management

A
  • troubleshooting information
  • workaround information
  • access to knowledge articles via the service catalog
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13
Q

From APM perspective, what do Application Services represent?

A

Installed Instances

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14
Q

What table can be used when integrating third-party data into the CMDB to create CI relationships compliance with CSDM.

A

Suggested Relationship (cmdb_rel_type_suggest)

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15
Q

Types of tests can be run by users to make sure CMDB works after upgrading and deploying new apps or integrations?

A

Quick Start Tests

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16
Q

2 ways to organize CIs by user group and automatically sync values on a collection of CIs?

A
  • Technical Service Offering
  • CI Class Manager
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17
Q

What IT challenges can be solved with CMDB?

A
  • Regularly maintain complex data for accuracy
  • Make sense of data to drive decisions and services
  • Consolidate disparate CI data into a single CMDB
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18
Q

CI class NOT included in the search results for CIs, affected CIs or impacted services within an Incident record?

A

Service Offering

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19
Q

Options are supported by IRE for CI updates with reclassification?

A

Downgrade
Upgrade
Switch

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20
Q

Needs activated/installed to use CMDB quick start tests?

A

CMDB - ATF Tests plugin

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21
Q

Role assigned to users for improved security remediate de-duplication tasks in CMDB?

A

cmdb_dedup_admin

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22
Q

How do you verify CMDB is still operational after upgrades/deployments of new applications or integrations if you have a customized CMDB?

A

Copy and configure the quick start tests

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23
Q

What standard fields and values in CSDM framework can be used consistently across applications to track assets life cyle?

A
  • Life-cycle Stage
  • Life-cycle Stage Status
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24
Q

Role that can customize which cards appear in ‘important actions’ title in the CMDB Workspace to reflect priorities in your organization?

A

sn_cmdb_admin

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25
Q

What do you convert your legacy manual services into to align with the CSDM, leverage ITOM capabilities, and use them with service monitoring and change management?

A

Dynamic application services (cmdb_ci_service_calculated)

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26
Q

What related list can you use to extend and track the different types of groups assigned to a CI?

A

Teams

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27
Q

What table can provide you with the info to decide whether it is safe to delete a non-dependent CI relationship?

A

Relationship Sources (sys_rel_source)

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28
Q

CMDB table that stores the basic attributes of all the CIs?

A

Configuration Item (cmdb_ci)

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29
Q

What does ITOM Visibility use to identify and add CI relationships to the Suggested Relationship Table?

A

Enhanced Discovery Patterns

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30
Q

What table in the base system details the appropriate relationship types for a CI type based on its class?

A

Suggested Relationship (cmdb_rel_type_suggest)

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31
Q

How can you integrate 3rd party data into the CMDB without compromising its integrity?

A

BY using the Integration Hub ETL

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32
Q

What CMDB query run scenarios can you use to apply the batch size value?

A
  • A scheduled Job
  • A scriptable API
  • The Query Builder user interface
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33
Q

Automatically deleted when non-dependent relationship is deleted from the CI Relationship (cmdb_rel_ci)

A

All corresponding records in the Relationship Sources table

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34
Q

Which of the following is a requirement for using the CMDB Data Manager?

A

Active life-cycle rule with each target class in a life-cycle policy

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35
Q

Source types available when viewing the source of a knowledge article search in the search log.

A

Portal
Classic
Workspace
Knowledge Classic
Other

36
Q

Tool that allows users to reuse content by creating, editing, and publishing knowledge blocks.

A

Agent Workspace

37
Q

Plugin needs to be enabled to add Knowledge Version (kb_version) to store versions of article.

A

Knowledge Management Advanced Installer

38
Q

3 apps that can support dark theme?

A
  • Incident Management
  • Change Management
  • Knowledge Management
39
Q

How many articles can you translate with the bulk translation feature?

A

Up to 200 articles

40
Q

Default data retention policy for knowledge view logs?

A

1 calendar year

41
Q

SN application in the Now Mobile app enables users to retrieve more relevant knowledge articles in search results and have a better experience.

A

AI Search

42
Q

2 baseline workflows that can be assigned to each knowledge base.

A

Knowledge - Instant Retire
Knowledge - Approval Retire

43
Q

Type of tests that can be run by users to verify Knowledge Management still works after upgrading and deploying new applications or integrations.

A

Quick Start Tests

44
Q

Who can contribute if no User Criteria are specified for ‘Can Contribute’ in a Knowledge Base?

A

Knowledge Base Managers

45
Q

What community posts allow you to harvest structured knowledge articles?

A
  • Solved questions with accepted solutions
  • Unstructured discussions around a question
46
Q

4 sorting options are available when searching for a knowledge article on the knowledge portal?

A
  • Relevancy
  • Views
  • Newest
  • Alphabetical
47
Q

How can the reports and metrics for unauthenticated users on the Knowledge Management dashboard help knowledge managers?

A

Track trends of unauthenticated users knowledge searches and article views and measure search effectiveness

48
Q

Levels User Criteria be used in Knowledge Management to control who can read and contribute?

A

Knowledge Block
Knowledge Article
Knowledge Base

49
Q

2 Knowledge Article types?

A

HTML
Wiki

50
Q

What can you disable for knowledge articles from a knowledge base form?

A

Suggesting
Commenting
Rating

51
Q

3 statements about MS Word

A
  • Only supports Word Online
  • Text size less than 1MB
  • Knowledge Management - Add-in for Word
52
Q

Role that can create User Criteria for Knowledge Base

A

user_criteria_admin

53
Q

2 different levels for a request to be approved.

A

Request (sc_request)
Requested Item (sc_req_item)

54
Q

Who can create additional ad-hoc tasks for a requested item?

A

Fulfillers with permissions

55
Q

Who has ‘read’ access to the Requested Item (sc_req_item) record?

A
  • Requested For User
  • Opened by User
  • Approver
56
Q

2 roles you need to set the scope of a catalog item using catalog template in catalog builder.

A
  • delegated_developer
  • catalog_admin
57
Q

Which types of tabs are available by default for a submitted request on the Standard Ticket page in Service Portal

A
  • Attachments
  • Activity
58
Q

3 things the request record includes?

A
  • Status of overall order
  • Specific items ordered
  • Aggregate price of the order
59
Q

Filter condition that allows you to report on incidents created from ‘Create Incident’ record producer where value of ‘Urgency’ question is ‘2-Medium’

A

Apply a filter condition: ‘Question.Create.Incident.Urgency’ is ‘2-Medium’

60
Q

4 ways approvers access and approve a request

A
  • Service Portal
  • SN Mobile Application
  • Email notification links
  • My Approvals module
61
Q

How can you enforce the scope of a catalog item during the creation of the item in Catalog Builder?

A

By configuring it in the catalog item templates

62
Q

How can custom actions be created and configured for Service Catalog Wizards?

A

Using declarative actions

63
Q

What configuration in the Service Catalog gives employees a consumer-grade experience finding relevant catalog items in Service Portal and Now Mobile.

A

AI Search

64
Q

What level of ACL has been added to the catalog item (sc_cat_item) table for the catalog_builder_editor role?

A

Field

65
Q

What is the character limit for question labels and names in the Catalog Builder?

A

label: 255
name: 100

66
Q

3 limitations of variables for Service Portals

A
  • UI pages are not supported
  • Widgets should be used instead of Macros
  • Formatters may contain a max of 2 columns
67
Q

What can you leverage on the SN Platform to eliminate scripting for a catalog item or a variable set?

A

Data Lookup Rules

68
Q

4 primary tables associated with catalog definitions?

A
  • Order guide
  • Catalog item
  • Category
  • Catalog
69
Q

3 service request roles that can maintain categories and catalog items and update catalog definitions.

A
  • catalog_manager
  • catalog_admin
  • catalog_editor
70
Q

What condition is the delegated request experience NOT supported?

A

If 2-step checkout is enabled

71
Q

Where can you view instructions or help text associated with a catalog item variable for additional context?

A

In the variable editor in Workspace

72
Q

When can you trigger a pre-publish flow that is defined in Catalog Builder?

A

After submitting a catalog item

73
Q

What Dashboard enables you to monitor aggregated catalog item data like fulfillment automation coverage, transition coverage, and conversational coverage.

A

Service Catalog Overview

74
Q

Which role can manage all aspects of the Service Catalog application and the scripting functions?

A

Administrators

75
Q

2 plugins you activate to enable automated tests for service catalog.

A
  • ATF Service Catalog
  • ATF Service Catalog Service Portal
76
Q

Requested item record is referenced to what 2 records?

A

Parent requests
Child catalog tasks

77
Q

What user interface page is used when viewing translation status of catalog items, requesting a translation, translating catalog items?

A

Comparison UI

78
Q

Predefined grouping of catalog items that allow you to select the products and services you need quickly?

A

A bundle

79
Q

3 Service Catalog formatters allow accessibility enhancements.

A
  • Variable Editor
  • RITM Approval Summarizer
  • REQ Approval Summarizer
80
Q

Where can you use the VEditor formatter to show variables entered in the catalog item form?

A
  • Catalog Task form
  • Requested Item form
81
Q

SD agent submits a request for a new phone and extra charger. Approver rejects the RITM for the extra charger. What happens to the RITM for the phone?

A

RITM for the phone continues through the approval process

82
Q

2 things you can do with MRVS

A
  • Hide variables
  • disallow duplicate values
83
Q

3 ways catalog items are rendered in Virtual Agent?

A
  • Conversation Mode
  • In a Window
  • As a Popup
84
Q

A fulfiller has completed all tasks for 1 of the items in a request and the tasks are set to Closed. What happens to the workflow?

A

Requested Item is automatically set to Closed Complete

85
Q

How can cascaded variables be hidden from an order guide to the underlying catalog items?

A

onLoad Catalog Client Script

CIS ITSM Prep (7 decks)

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