ITSM

Frage 1 von 60

1

Once an Incident is placed in a Resolved
State, the Caller may no longer re-open the Incident.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 2 von 60

1

Common recurring Catalog Variables can be grouped and
standardized using:

Wähle eine der folgenden:

Variable Choice Lists
Variable sets
Update Sets
Insert and Stay

Erklärung

Frage 3 von 60

1

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?

Wähle eine der folgenden:

Key Performance Indicator (KPI)
Metric
Database view
Audit

Erklärung

Frage 4 von 60

1

Fill in the blanks:
_ 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.

Wähle eine der folgenden:

Configuration Management, Asset Management
Asset Management, Configuration Management
IT Operations Management, IT Financial Management
IT Service Management, IT Financial Management

Erklärung

Frage 5 von 60

1

In the baseline configuration, Service Level Agreements use percentages of SLA Duration to determine when to send Breach Warnings and Breach Notice notifications.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 6 von 60

1

In which phase of the Incident Management lifecycle do Incidents typically get escalated?

Wähle eine der folgenden:

Initial Analysis and Submission
Creation and Classification
Investigation and Diagnosis
Resolution and Closure

Erklärung

Frage 7 von 60

1

Which of the following is NOT a consideration when determining the need for multipe Service Catalogs?

Wähle eine der folgenden:

Audience
Delegation of Catalog Administration
Size of the company
Services and Types of Service

Erklärung

Frage 8 von 60

1

In Change Management, the Risk Calculator is used to:

Wähle eine der folgenden:

Determine just the Risk of the Change based on Risk Conditions
Determine the priority of the Change
Determine the Risk and Impact of the Change based on Risk Conditions
Determine the Risk of the Change based on the responses to a Risk Assessment Survey

Erklärung

Frage 9 von 60

1

Which of the following represents a benefit of implementing Knowledge Management?

Wähle eine der folgenden:

Deflecting the creation of Incidents so users may help themselves with common issues
Provide continous feedback loops to improve staff efficiency
Automatic routing of Incidents to the appropriate Assignment Group
Proactively suggest Knowledge Articles to users at key points in a process

Erklärung

Frage 10 von 60

1

Problem Management Investigation and Diagnosis activities include __________.

Wähle eine der folgenden:

Implement a Change
Prioritize and Categorize the Problem
Obtain Problem Manager Approval
Conduct a Root Cause Analysis

Erklärung

Frage 11 von 60

1

A Parent Incident is updated to reflect a new Priority and a new Assignment Group. Which of the following represents corresponding updates made automatically to child Incidents?

Wähle eine der folgenden:

Only the Priority is set on child Incidents
No automatic updates are made to child Incidents
The new Priority and Assignment Group are set on Active child Incidents
The new Priority and Assignment Group are set on child Incidents

Erklärung

Frage 12 von 60

1

Best Practices for using Service Catalog Categories include __________.

Wähle eine der folgenden:

Organize Categories in a way that your audience will understand
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 calcultation is adjusted to increase Priority by 1

Erklärung

Frage 13 von 60

1

What is the name of the view that can be configured to control the fields displayed when a user hovers over te reference icon next to a reference field?

Wähle eine der folgenden:

mobile
tool_tip
reference_view
sys_popup

Erklärung

Frage 14 von 60

1

In the baseline platform configuration, a end-user with no assigned roles can read an Incident when they are _________.

Wähle eine der folgenden:

Caller or the Caller's Delegate
Caller, Opened By or on the Work Notes List
Caller, Opened By or on the Watch List
Opened By or the Configuration Item's business owner

Erklärung

Frage 15 von 60

1

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?

Wähle eine der folgenden:

Cascade Variables
Global Variables
Copy Repeat Variables
Duplicate Variables

Erklärung

Frage 16 von 60

1

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?

Wähle eine der folgenden:

Use the getDisplayValue() method to retrieve the Label associated with the State field value
Use the value of the choice option, such as 2 to refer to a State of In Progress
If a Constant has been defined, such as Incident.State.IN_PROGRESS, use the Constant

Erklärung

Frage 17 von 60

1

Which field on a Configuration Item record may be used to expedite Incident routing and resolution?

Wähle eine der folgenden:

Approval group [change_control]
Support Group [support_group]
Maintenance Schedule [maintenance_schedule]
Due Date [due]

Erklärung

Frage 18 von 60

1

Which of the following describes the way Changes may be related to Incidents?

Wähle eine der folgenden:

Incidents may be caused by Changes. Investigation of Incidents may indicate the need of a Change
A Change is required to investigate the cause of an Incident
Incidents cause Changes. Investigation of Changes may indicate the need of Incidents (?) to be generated
Incidents and Changes are separate processes that have little interaction

Erklärung

Frage 19 von 60

1

Which of the following actions on the Incident table require the itil_admin role?

Wähle eine der folgenden:

Archive Incident
Close Incident
Delete Incident
Update Incident

Erklärung

Frage 20 von 60

1

Which of the following statements reflects when the Actual Start and Actual End date fields are populated on a Change
Request? Actual start is set when the __________.

Wähle eine der folgenden:

State changes to Implement. Actual End is set when the State changes to Review
First Implementation Change Task is updateActual End is set when the final Implementation Change Task is Closed
State changes to ScheduleActual End is set when the State changes to Review
State changes to Implement. Actual End is set when the State changes to Closed

Erklärung

Frage 21 von 60

1

Which key performance indicators can be influenced by effective Problem Management? Select all that apply

Wähle eine oder mehr der folgenden:

Average time to close a Problem
% of high priority Problems
Average Time to Resolve a High Priority Incident
% of Incidents Resolved on First Contact

Erklärung

Frage 22 von 60

1

Which of the following ITIL terms refers to the cause of one or more Incidents that is typically unknown at the time of detection?

Wähle eine der folgenden:

Problem
Issue
Configuration Item
Unknown Error

Erklärung

Frage 23 von 60

1

In the baseline configuration, ONLY Emergency Changes require a Post-Implementation Review (PIR).

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 24 von 60

1

The Change Management lifecycle steps, in order, include:

Wähle eine der folgenden:

Creation and Scoping -> Approval -> Control -> Closure
Creation and Scoping -> Approval -> Implementation -> Closure
Creation and Scoping -> Approval -> Implementation -> Resolution -> Closure
Creation and Scoping -> Implementation -> Review -> Closure

Erklärung

Frage 25 von 60

1

When the Change Management - Risk Management plugin is enabled, which of the following statements reflects how the Risk of a Change Request will be set?

Wähle eine der folgenden:

Risk will be set to the average Risk value evaluated by the Risk Calculator and Risk Assessment
Risk will be set to the lowest Risk value evaluated by the Risk Calculator and Risk Assessment
Risk will be set to the highest Risk value evaluated by the Risk Calculator and Risk Assessment

Erklärung

Frage 26 von 60

1

On the Change Record form, the Process Flow Formatter is used to __________.

Wähle eine der folgenden:

Configure the Change Management lifecycle
Visually depict the Change Workflow
Show the current State of Change
Show State history of a Change

Erklärung

Frage 27 von 60

1

Which of the following features are available through the Change Management - CAB Workbench application? Select all that apply.

Wähle eine oder mehr der folgenden:

Invite delegates to CAB meetings to discuss specific Changes
Assign Changes
Approve Changes in bulk (approve multiple Changes at once)
Determine CAB agenda with a specified amount of time allocated to each Change
Update Work Notes on Changes based on meeting minutes added while a Change is active agenda item
Define filters to determine which Changes appear on CAB meeting agendas

Erklärung

Frage 28 von 60

1

Change Management uses the workflow engine by default to facilitate approvals and processing for each type of Change, including Emergency, Normal, and Standard.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 29 von 60

1

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.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 30 von 60

1

Knowledge Ratings are stored in the _________ table.

Wähle eine der folgenden:

Knowledge [kb_knowledge]
Knowledge Feedback [kb_feedback]
Knowledge Base [kb_knowledge_base]
Knowledge Searches [ts_query_kb]

Erklärung

Frage 31 von 60

1

In a Service Catalog, Content Items can include each of the following EXCEPT:

Wähle eine der folgenden:

Templates
Links to locations specified in a Application navigation module
Cross-references to Catalog content
Links to Knowledge Articles

Erklärung

Frage 32 von 60

1

On an Incident, which of the following conditions will trigger the Reopen Count field value to be incremented?

Wähle eine der folgenden:

State changes from Resolved to Open
Update to an associated Problem Record
Submission of an Incident by the same Caller with an identical Short Description
Assignment Group changes from Service Desk to Software Group

Erklärung

Frage 33 von 60

1

When does a State of On Hold pause an SLA?

Wähle eine der folgenden:

Never
Depends upon the SLA conditions
Always

Erklärung

Frage 34 von 60

1

Which of the following is NOT included in the Incident Management Lifecycle?

Wähle eine der folgenden:

Creation and Classification
Approval and Fulfillment
Resolution and Closure
Investigation and Diagnosis

Erklärung

Frage 35 von 60

1

How are Additional Comments and Work Notes intended to be used in notifications?

Wähle eine der folgenden:

ServiceNow merely offers both so customers may choose whether to use one, both, or neither
Additional Comments - communicate with IT staff; Work Notes - communicate with end users
Additional Comments - communicate with end users; Work Notes - communicate with IT staff
Additional Comments - communicate with IT staff and end users; Work Notes - system generated log of updates

Erklärung

Frage 36 von 60

1

Which mechanism is used to set the number of days (integer) after which Resolved Incidents are automatically closed?

Wähle eine der folgenden:

Workflow
Script Include
System Property
Business Rule

Erklärung

Frage 37 von 60

1

Which role is required to close a Problem?

Wähle eine der folgenden:

itil
itil_admin
The system automatically closes Problems
problem
puck_from_a_midsummer_nights_dream

Erklärung

Frage 38 von 60

1

Which of the following is the GOAL of Problem Management?

Wähle eine der folgenden:

Prevent Problems and resulting Incidents from happening, to eliminate recurring Incidents, and to minimize impact of Incidents that cannot be prevented
Detect and correlate operational alerts or communications generated by infrastructure items to manage operations and prevent problems in the environment
Manage improvement to processes and services in order to increase efficiency, effectiveness, and cost effectiveness
Restore normal service operation as quickly as possible and minimize the adverse impact of Incidents on business operations, thus ensuring that the best possible levels of service quality and availability are maintained

Erklärung

Frage 39 von 60

1

In Problem Management, which element must be edited to modify the field mappings when Knowledge Articles are generated from ACTIVE Problem records?

Wähle eine der folgenden:

Post News or Post Knowledge UI Actions
Problem Create Knowledge Business Rule
Problem to Knowledge Transform Map
ProblemUtil Script Include

Erklärung

Frage 40 von 60

1

The Standard Change Template [std_change_record_producer] table is extended from the ____.

Wähle eine der folgenden:

Template [sys_template]
Task [task]
Change Request [change_request]
Record Producer [sc_cat_item_producer]

Erklärung

Frage 41 von 60

1

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.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 42 von 60

1

What is the default number of days (integer) after which Resolved Incidents are automatically closed?

Wähle eine der folgenden:

Five working days
Three Days
Five Days
Seven Days

Erklärung

Frage 43 von 60

1

Which two fields are used to calculate priority on an Incident?

Wähle eine der folgenden:

Severity and Urgency
VIP and Impact
Impact and Urgency
Business Criticality and Urgency

Erklärung

Frage 44 von 60

1

Which one of the following is the GOAL of Incident Management?

Wähle eine der folgenden:

Conduct root-cause analysis to determine and resolve the cause of events
Restore normal service operation as quickly as possible with minimal disruption to the business
An unplanned interruption to IT service or reduction of the quality of an IT service
Prevent disruptions to normal service operations to maximize user productivity

Erklärung

Frage 45 von 60

1

In Incident Management , which of the following States are considered Active?

Wähle eine der folgenden:

New, In Progress, On Hold, Resolved
New, In Progress, Resolved
New, In Progress, On Hold, Resolved, Closed, Cancelled
New, In Progress, On Hold

Erklärung

Frage 46 von 60

1

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?

Wähle eine der folgenden:

Social Q&A
Connect Support
Employee Self-Service
Embedded Help

Erklärung

Frage 47 von 60

1

Users with the itil role can delete an Incident.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 48 von 60

1

Guided Setup provides step-by-step instructions for loading Foundational Data, which includes __________.

Wähle eine der folgenden:

Users, Roles, SLAs
Companies, Users, Groups, Roles, Departments, Locations
Companies, Users, Groups, Roles, Departments, Locations, and Catalog Items
Groups, Group Members, Priorities

Erklärung

Frage 49 von 60

1

Under which circumstances can a user with the itil role create a Problem record from an Incident record?

Wähle eine der folgenden:

When the Incident is not Closed
An itil user can create a Problem record from an Incident at any time
When the Incident is not Closed and when there is not already an existing Problem associated with the Incident
When there is not already an existing Problem associated with the Incident

Erklärung

Frage 50 von 60

1

The Incident Task [incident_task] table is extended from the _________ table.

Wähle eine der folgenden:

Incident [incident]
Application File [sys_metadata]
CMDB [cmdb]
Task [task]

Erklärung

Frage 51 von 60

1

When viewing a list of Tasks, which field identifies whether the Task is an Incident, Problem, Change, etc.?

Wähle eine der folgenden:

Domain [sys_domain]
Correlation ID [correlation_id]
Number [number]
Task Type [sys_class_name]

Erklärung

Frage 52 von 60

1

Which of the following is NOT a typical method to propose a new Standard Change?

Wähle eine der folgenden:

In the Standard Change Proposals Table, click 'New' and submit the record
In the Standard Change Catalog, under Template Management, select 'Propose a new Standard Change Template'
Toggle the Template Bar on an Existing Change and click + to add a new Template
Right-click on an existing Change and select 'Propose a Standard Change Template'

Erklärung

Frage 53 von 60

1

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?

Wähle eine der folgenden:

Rejected
Assess
New

Erklärung

Frage 54 von 60

1

In the baseline platform configuration for an Emergency Change, __________ is required before a Change can be scheduled.

Wähle eine der folgenden:

Configuration Item identified
Peer Approval
Justification, Change Plan, Test Plan, and Execute Plan
CAB Approval

Erklärung

Frage 55 von 60

1

In Problem Management, when using the Communicate Workaround Related Link, which of the following conditions must be met for the workaround to be communicated? Select all that apply

Wähle eine oder mehr der folgenden:

Incident must be Active
Incident is in a State of On Hold with an On Hold Reason of Pending Problem
The Workaround field must be updated immediately before the user selects Communicate Workaround
Incident is associated with the Problem record

Erklärung

Frage 56 von 60

1

In the baseline platform configuration, the Problem States include _________.

Wähle eine der folgenden:

Open, Pending Change, Known Error, Closed/Resolved
New, In Progress, On Hold, Resolved, Closed, Canceled
Open, In Progress, Closed
New, Assess, Review, Closed

Erklärung

Frage 57 von 60

1

Conflict Detection must be triggered manually for Changes using the Check Conflicts UI action.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 58 von 60

1

Select the ServiceNow functionality that may be used in the Assess phase of Change Management to evaluate the potential impact of a Change.

Wähle eine der folgenden:

Social Q&A
Knowledge Management
Post-Implementation Review
Risk Assessment

Erklärung

Frage 59 von 60

1

What is the minimum role required for a user to create an Emergency Change?

Wähle eine der folgenden:

itil
change_manager
itil_admin
cab_manager

Erklärung

Frage 60 von 60

1

In the baseline platform configuration, which of these are required when closing a Normal Change? Select all that apply

Wähle eine oder mehr der folgenden:

Close Notes
Post-Implementation Review
Close Code
CAB Approval

	Erstellt von Everlyn Yamamoto vor etwa 4 Jahre

Esse questionário foi criado com o intuito de complementar os estudos de quem está se preparando para tirar a CIS-ITSM em ServiceNow

Frage 1 von 60

Once an Incident is placed in a Resolved State, the Caller may no longer re-open the Incident.

Wähle eins der folgenden:

Erklärung

Frage 2 von 60

Common recurring Catalog Variables can be grouped and standardized using:

Wähle eine der folgenden:

Erklärung

Frage 3 von 60

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?

Wähle eine der folgenden:

Erklärung

Frage 4 von 60

Fill in the blanks: _______________ 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.

Wähle eine der folgenden:

Erklärung

Frage 5 von 60

In the baseline configuration, Service Level Agreements use percentages of SLA Duration to determine when to send Breach Warnings and Breach Notice notifications.

Wähle eins der folgenden:

Erklärung

Frage 6 von 60

In which phase of the Incident Management lifecycle do Incidents typically get escalated?

Wähle eine der folgenden:

Erklärung

Frage 7 von 60

Which of the following is NOT a consideration when determining the need for multipe Service Catalogs?

Wähle eine der folgenden:

Erklärung

Frage 8 von 60

In Change Management, the Risk Calculator is used to:

Wähle eine der folgenden:

Erklärung

Frage 9 von 60

Which of the following represents a benefit of implementing Knowledge Management?

Wähle eine der folgenden:

Erklärung

Frage 10 von 60

Problem Management Investigation and Diagnosis activities include __________.

Wähle eine der folgenden:

Erklärung

Frage 11 von 60

A Parent Incident is updated to reflect a new Priority and a new Assignment Group. Which of the following represents corresponding updates made automatically to child Incidents?

Wähle eine der folgenden:

Erklärung

Frage 12 von 60

Best Practices for using Service Catalog Categories include __________.

Wähle eine der folgenden:

Erklärung

Frage 13 von 60

What is the name of the view that can be configured to control the fields displayed when a user hovers over te reference icon next to a reference field?

Wähle eine der folgenden:

Erklärung

Frage 14 von 60

In the baseline platform configuration, a end-user with no assigned roles can read an Incident when they are _________.

Wähle eine der folgenden:

Erklärung

Frage 15 von 60

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?

Wähle eine der folgenden:

Erklärung

Frage 16 von 60

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?

Wähle eine der folgenden:

Erklärung

Frage 17 von 60

Which field on a Configuration Item record may be used to expedite Incident routing and resolution?

Wähle eine der folgenden:

Erklärung

Frage 18 von 60

Which of the following describes the way Changes may be related to Incidents?

Wähle eine der folgenden:

Erklärung

Frage 19 von 60

Which of the following actions on the Incident table require the itil_admin role?

Wähle eine der folgenden:

Erklärung

Frage 20 von 60

Which of the following statements reflects when the Actual Start and Actual End date fields are populated on a Change Request? Actual start is set when the __________.

Once an Incident is placed in a Resolved
State, the Caller may no longer re-open the Incident.

Common recurring Catalog Variables can be grouped and
standardized using:

Fill in the blanks:
_ 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.

Which of the following statements reflects when the Actual Start and Actual End date fields are populated on a Change
Request? Actual start is set when the __________.