itsm 10 Flashcards
A CAB manager is looking for a way to make their CAB meetings more organized and efficient. They want to be able to:
- Define CAB meeting agendas
- View change calendars
- Review, Approve or Reject changes directly from the change application
What feature would you recommend?
A. Change CAB Dashboard
B. CMDB Health Dashboard
C. CAB Taskboard
D. Change Overview
E. CAB Workbench
E. CAB workbench
What are the Release types available on the baseline release record?
A. Standard, Normal, Prototype, Patch
B. Major, Minor, Upgrade, Emergency, Maintenance, Patch
C. Standard, Normal, Emergency
D. Alpha, Beta, Snapshot, Nightly, Milestone, Release Candidate
B. Major, Minor, Upgrade, Emergency, Maintenance, Patch
On a Normal Change Model, what are some examples of the Model State Transitions that are defined for the Authorize state?
A. Authorize to Draft, Authorize to Assess, Authorize to Review
B. Authorize to Implement, Authorize to Assess, Authorize to Review
C. Authorize to Canceled, Authorize to New, Authorize to Scheduled
D. Authorize to Scheduled, Authorize to Closed, Authorize to New
C. authorize to canceled, Authorize to new, Authorize to scheduled
What are the components of a Flow Action?
A. Inputs, Processes, Subprocesses, and Outputs
B. Processes, Subprocess and Action Steps
C. Inputs, Action Steps and Outputs
D. Indexes, Processes and Outputs
C. Inputs, Action steps and Outputs
What are key relationships between Change and Release Management? (Choose three.)
A. Release management application is required, to use the Change management application
B. Change includes planning and approvals; Release includes building, testing and execution of changes
C. A Release can contain one or more Changes
D. A Change can contain one or more Releases
E. Change management provides governance, which includes Release management
B. Change includes planning and approvals; Release includes building, testing and execution of changes
C. A release can contain one or more changes
D. A change can contain one or more Releases
In release management, what controls the movement of the state from Scoping to Awaiting Approval?
A. Manual state selection
B. Workflow
C. State model
D. Flow
A. Manual state selection
What are key relationships between Changes and Incidents? (Choose two.)
A. Incidents autoclose upon closure of a related Change
B. Incidents can be caused by a Change
C. A Change can resolve Incidents
D. Incident owners are part of the change approval workflow
B. Incidents can be caused by a change
C. A change can resolve incidents
You have just released a new Change Model to the testers. Testers report they can see the old change models, but cannot see the new change model on the change landing page.
What could cause this?
A. Testers need itil role to see the change models
B. New change model needs Active to be set to True
C. New change models are only visible to Change Managers
D. Workflow has not been published
B. New change model needs Active to be set to True
How are Features related to Products and Releases?
A. Emergency releases can include products and features
B. Products have associated features, which are organized into releases
C. Features are included in releases, not associated with products
D. Products use features to define release types
B. Products have associated features, which are organized into releases
What are the different ways a user can provide feedback on a knowledge article? (Choose four.)
A. Helpful?
B. Flag Article
C. 5 Star scale
D. 10 Star scale
E. Comment on Article
F. Pin Article
A.
B.
C.
E.
Where should an admin go to view all of the search queries entered by users in the knowledge search?
A. Knowledge queries application
B. [kb_view] table
C. [kb_feedback] table
D. Search logs application
D. Search logs application
Which of the following catalog client script methods will modify the choice list options available to an end user on a catalog item?
A. onLaunch
B. onLoad
C. onSubmit
D. onSave
B. OnLoad
Which property on an order guide will pass variables from one item to another item with equivalent variables?
A. Waterfall Variables
B. Cascade Variables
C. Share Variables
D. Mirror Variables
B. Cascade variables
ServiceNow contains a resource with information about all services. It is used to support the sale and delivery of services to employees and customers. It includes information about deliverables, options, prices, delivery and performance targets.
What is this resource called?
A. Service Portal
B. Service Dashboard
C. Service Map
D. Service One Stop Shop
E. Service Catalog
E. Service catalog
