itsm 7 Flashcards
Your implementation has some legacy change types with workflows, and also some new change models. What option for Change Create New will support your scenario?
A Change Landing Page
B. Change Overview
C. Change Interceptor
D. Change Catalog
A. Change landing page
Which Change request fields are used in conflict detection? (Choose three.)
A. CI Business criticality
B. Planned end date
C. Risk
D. Planned start date
E. Configuration item
B
D
E
What types of Conflicts are detected automatically on the Change request? (Choose three.)
A. Conflict with Assignee Shift Schedule
B. Conflict with Blackout Schedule
C. Conflict with Company Holiday Schedule
D. Another change for the same CI, at the same time
E. Conflict with Maintenance Window
B. Conflict with Blackout Schedule
D. Another change for the same CI, at the same time
E. Conflict with Maintenance Window
How are Releases related to Changes?
A. Releases are comprised of one or more Changes
B. Changes are comprised of one or more Releases
C. Releases are implemented prior to Changes
D. Changes are implemented prior to Releases
A. Releases are comprised of one or more changes
Which workflow is defined as: Requests approval from a manager of the knowledge base before moving the article to the retired state. The workflow is canceled and the article remains in the published state if any manager rejects the request.
A. Knowledge - Article Retire
B. Knowledge - Retire Authorize
C. Knowledge - Approval Retire
D. Knowledge - Retire-Approval Required
E. Knowledge - Instant Retire
C. Knowledge - Approval Retire
What Knowledge base feature can you use to standardize the sections and fonts on a knowledge article?
A. Article designer
B. Coaching loops
C. Templates
D. Article layout
C. Templates
Which of the following roles has the ability to create and manage user criteria for service catalogs?
A. catalog_admin
B. itil_admin
C. catalog_manager
D. catalog_criteria_admin
E. catalog_criteria_manager
A. Catalog_admin
Which catalog property allows users to save partially-completed requests to complete and submit at a later time?
A. Edit cart layout
B. Enable wish list
C. Enable cart save
D. User partial save
B. Enable wish list
Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?
A. Processes
B. Flows
C. Procedures
D. Actions
E. Scripts
B. Flows
Unless there are particular security requirements, what role is given to users that perform request fulfillment work?
A. itil
B. task_worker
C. sc_fulfiller
D. catalog_fulfiller
E. fulfiller
A. itil
Your customer is a data center. They have a construction department that builds out spaces for new customers. The customer account representatives are responsible for initiating the construction requests. The guidelines are extensive for how to complete the construction request documentation.
Your customer wants the catalog to contain two items:
1. Construction request
2. Getting Started with Construction Requests
The Getting Started Item should contain a link to a Knowledge Article.
What type of item would you use to satisfy the requirement for the Getting Started Item?
A. Knowledge Item
B. Record Producer
C. Content Item
D. Order Guide
E. Catalog Item
C. content item
What is an example of a good use case for an Order Guide?
A. Order a set of Dishes
B. Order a Custom Automobile
C. Order a Technical Consultation
D. Order a Couch
E. Order a case of Laundry Soap
A. Order a set of dishes
Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?
A. On the Cart Layout, Columns tab, unselect Quantity column
B. On the Catalog Item, Columns tab, unselect Quantity column
C. On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity
D. On the Catalog, Advanced View, unselect Use cart layout, select No quantity
E. On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive
C. On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity
A manager wants to run a report on the Computer catalog items, to see how many requests are being made for the add on extra memory, as compared with those requiring only the base memory. How would you meet this requirement?
A. Build report on SC Task table, Group by Variables for Computer > Extra memory
B. Build report on Requested Item table, Group by Variables for Computer > Extra memory
C. Build report on Task table, Group by Variables for Computer > Extra memory
D. Build report on Request table, Group by Variables for Computer > Extra memory
E. Build report on Catalog Item table, Group by Variables for Computer > Extra memory
B. Build report on Requested Item table, Group by Variables for Computer > Extra memory
Which record type would you use for an Ask a Question form that would generate an Incident?
A. Record Producer
B. Order Guide
C. Linked Item
D. Catalog Item
E. Content Item
A. Record producer
