Quiz
CIS - ITSM
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Questions in this quiz (34)
1SLA sends notifications at certain events defined in the workflow.
By default, SLA notifications are sent on three occasions. the first one is:- A10%
- B50%
- C75%
- DSLA is breached
2What are the three types of a CHANGE?
- ANormal, Expedited, Emergency
- BStandard, Expedited, Emergency
- CEmergency, Standard and Informational
- DStandard, Emergency, and Normal
3Problem task state transitions. Select all that aply.
- ANew
- BAssess
- CWork in Progress
- DClosed
- ECancel
4When does an incident marked with Knowledge = True generate an article?
- AState = Closed
- BState = Draft
- CState = Resolved
- DState = Open
5What is the best variables to get a user location from a catalog item?
- AData Lookup
- BReference
- CList Collector
6Change Approval Definition: Select all the choices for the field "wait_for" :
- AFirst Reponse
- BPercentage of Approval
- CAll Responses
- DPercentage of Users
7Role problem_coordinator contains:
- Aitil
- Bitil_admin
- Cproblem_task
- Dproblem_task_analyst
8What are the tables for plugin Release Management v2?
- ARm_product; Rm_release; Rm_release_phase; Rm_feature; Rm_task
- BRm_product; Rm_closed; Rm_release; Rm_start; Rm_task
- CRm_product; Rm_release; Rm_release_phase; Rm_start; Rm_record_producer
9What is NOT the goal for Change Management?
- AImprove the quality of changes and reduce the potential for change induced incidents by ensuring that a standard methodology is used to handle all changes and control the impact upon the day-to-day operations of the organization.
- BManage the business risks at a high level
- CIncrease emergency changes
- DDeliver successful changes at the first attempt.
10What is NOT a way to export in XML?
- AForm Export
- BRelated Lists
- CList Export
- DURL Export
11Several types of components are installed with activation of the Release Management v2 plugin, including tables and user roles. Select all the user roles that aply:
- ARelease Admin [release_v2_admin]
- BRelease User [release_user]
- CRelease User [release_v2_user]
- DRelease Admin [release_admin]
12Which encompasses Release Management v2 application in ServiceNow? Select all that apply:
- APlanning
- BDesign
- CProduce
- DBuild
- EConfiguration
- FTesting
13Which role can DELETE a Problem? select all that apply:
- AProblem_user
- BProblem_admin
- Citil
- Ditil_admin
14Which role to access problems already solved / closed
- AProblem_user
- BProblem_admin
- Citil_admin
- Ditil
15What fields are added to the planned task with the Release Management v2 plugin?
- ARelease Phase; Release Type; Sys ID; Visited States
- BRelease Phase; Release Type; ID; States
- CRelease Phase; Release Build; Sys ID; Visited States
- DRelease Testing; Release Type; Sys ID; Visited States
16When a request is closed? Choose 3:
- AWhen all tasks are closed
- BManually
- C7 days of inactivity
- DWhen one of the tasks are closed incomplete
17What are the release phases for release tasks? (Choose 4)
- APlanning
- BTesting
- CBuild and Deploy
- DGovernance Review
- EDesign
18Where is the priority data lookup for a problem record defined?
- AData lookup tables
- BPriority Problem Lookup table
- CTask table
19What CANNOT be accomplished by a Catalog UI Policy?
- AHide a catalog category
- BHide a catalog
- CHide a catalog field
20If no sys_popup view is defined for a table then what will be used when hovering over the Reference Icon?
- ADefault view
- BEmpty
- CPersonalise View
- DReference View
21Under which circumstances is it appropriate to leave a Problem record in a State of Known Error?
- ANever
- BA vendor is actively investigating the Problem
- CThe permanent fix is too costly and the documented workaround is sufficient
- DThe root cause has not been established and approved
- EA Change is pending implementation
22In order for the communicate fix to be applied, what is necessary?
- AIncident is linked to the problem
- BFix notes is not empty
- CIncident is in state ‘On hold’ and on hold reason ‘Awaiting Problem’
- DIncident in state of resolved
23Which process role is responsible for the smooth operation of the Change Management process within an organization?
- AEmergency Change Advisory Board
- BChange Advisory Board
- CCab Meeting
24When enabled, at what state does a knowledge article get created from an incident?
- AIncident Closure
- BIncident Resolved
- CIncident Active
- DIncident On Hold
25What was migrated from Release Management v2?
- ATables
- BProduct Hierarchy
- CParent child relationship
- DStandard Time
26In Problem task states, how can you impose prerequisites or limits for moving from one state to another?
- AProblemTaskStateUtils script include.
- BProblemTaskState
- CProblemTaskStage
27Role for configure knowledge workflows?
- AAdmin
- BItil_admin
- Citil
- Dworkflow_admin
28What types of Configuration items the Discovery module can integrate?
- AAny CI with an IP address
- BAny CI
- CAny CI with an DNS adress
29Duration time is measured by...
- ATotal elapsed time from create to resolve using 24 hour clock
- BTotal elapsed time from create to resolve during work hours
- CTotal elapsed time from create to closed
- DTotal elapsed time from create to closed using 24 hour clock
30What service catalog do you need to choose if you want only one workflow per item?
- ACatalog Items
- BCategories
- CExecution Plan
31When configuring stage in Flow Designer, you can (choose 4)
- ACreate any number of stages
- BChange Stage labels and names
- CSet the estimated duration for a stage
- DImport a copy of a pre-defined stage from the Stage Sets Table.
- ECreate a defined number of stages
- FSet the limit for the duration
- GExport a copy of a pre-defined stage from the Stage Sets Table.
32How to view the relationship of the data?
- ADependency View
- BTable
- CConfiguration Item
- DHierarchy
33Who can change the user criteria?
- Acatalog_admin
- Buser_criteria_admin
- Citil_admin
- Dcatalog_user
34What is the table that runs the workflow for each catalog item?
- Asc_req_item
- Bsc_request
- Csc_task
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- servicenow Tecnologia Quiz on CIS - ITSM, created by Carol Licre on 13/05/2021.
- Author
- Carol Licre
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- Português
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