itsm 9 Flashcards
Your client indicates they would like a way to designate VIP callers on an incident form. How would you accomplish this?
A. VIP Flag dictionary entry
B. VIP Flash action script
C. VIP Flag field style
D. VIP Flag reference decorator
C. VIP Flag field style
What happens if an agent hovers over the reference icon next to the caller field on an incident record and there is not a sys_popup view defined for the [sys_user] table?
A. The default view of the User form is displayed
B. An error is displayed
C. Only dot-walked fields will be displayed
D. There will be no reference icon if there is no sys_popup defined
A. The default view of the User form is displayed
If the Assignment group is empty on an incident record, what happens when an agent that is a member of multiple user groups clicks the Assign to me UI action?
A. An error is displayed indicating the agent must manually assign the incident
B. The agent is prompted to select the Assignment group
C. The Assignment group field automatically populates with the agent’s primary group
D. The Assignment group field will not populate
B. The agent is prompted to select the Assignment group
Where are the timeframe conditions for sending an SLA breach warning notification defined?
A. SLA definition record
B. Default SLA flow
C. SLA Properties application
D. SLA trigger conditions
B. Default SLA flow
Your customer wants to give secure access to business users to view problem records and reports for the products they support. When you install the ITSM roles plugin, what additional problem role is installed to support this requirement?
A. sn_business_user
B. sn_problem_read
C. sn_service_owner
D. sn_problem_write
E. sn_problem_business_user
B. sn_problem_read
A new Problem Coordinator accidentally created several problem investigations that need to be deleted.
What role is required to delete a problem record?
A. sn_problem_delete
B. itil_manager
C. problem_manager
D. problem_admin
E. problem_coordinator
D. problem_admin
A tester has submitted a bug report, because at no point in the Problem lifecycle, does the Create Known Error article link appear under Related Links. Also, they notice there is no Known Error knowledge base in the instance.
What might be the cause of this?
A. The Problem Management Best Practice - Madrid - Knowledge Integration plugin has not been activated
B. The customer did not pay the bill for Knowledge management
C. Tester is not impersonating Problem Coordinator
D. The sn_known_error_write role is required to see the Create Known Error article link
E. The requirement was not in the stories
A. The Problem Management Best Practice - Madrid - Knowledge Integration plugin has not been activated
A new problem manager wants a high level view of the activities in problem management.What module do you recommend?
A. Problem > Homepage
B. Problem > Overview
C. ITIL Manager > Homepage
D. Problem > Process Health Dashboard
E. Problem > Dashboard
B. Problem > Overview
Why don’t Problem records automatically move from Resolved to Closed after the fix is implemented?
A. It is designed to follow the ITIL4 standard
B. There is a scheduled job that automatically moves Resolved problems to Closed after 7 days
C. There is no Closed state. Problem records are moved to Completed
D. It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record
D. It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record
In the life of a Problem record, there are opportunities to click the Re-Analyze button and move backwards in the lifecycle.
When you click the Re-Analyze button, what state is set on the problem record?
A. Assess
B. Draft
C. Root Cause Analysis
D. Fix in Progress
C. Root Cause Analysis
The key stakeholder for your ITSM implementation wants to have SLAs on every Task record.
What advice do you give regarding SLAs on Problem records?
A. SLAs are essential to problem management, as support specialists need to quickly identify root causes
B. SLAs may be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take
C. SLAs are available for problem management, but require custom code
D. SLAs are recommended in the ITIL framework for problem management
B. SLAs may be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take
What are two effective measures of performance for the Problem Management process? (Choose two.)
A. Problems older than 30 days by Priority and State
B. Number of Problem that have Breached SLAs
C. Percentage of Problem Resolution within SLA by Category
D. Average Problem Resolution Time
A. Problems older than 30 days by priority and state
D. Average problem resolution time
Your customer has an external system, which is used to perform changes. Your customer wants to capture these changes in your instance for reporting and CMDB maintenance purposes.
What baseline Change Model supports this scenario?
A. Cloud Infrastructure
B. Automated Changes
C. Retroactive Changes
D. Change Registration
E. Unauthorized Changes
D. Change Registration
Where are the technical approvals defined, that are executed in the Change - Normal - Assess flow?
A. Change Approval Policy
B. Change Assess Approval Subflow
C. Change Approval Matrix
D. Change Approval Subflow
A. Change Approval Policy
What is the trigger for the Change - Normal - Assess Flow?
A. A Change request using the Normal Change model is moved to the Assess state
B. A Change request using the Normal Change model is created
C. A Change request using the Normal Change model is Low Risk, and is moved to the Assess state
D. A Change request using the Normal Change model is Assigned to a group
A. A change request using the Normal change model is moved to the Assess state
