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ITSM 2

Descrição

Quiz sobre ITSM 2, criado por Everlyn Yamamoto em 09-03-2020.
Everlyn Yamamoto
Quiz por Everlyn Yamamoto, atualizado more than 1 year ago
Everlyn Yamamoto
Criado por Everlyn Yamamoto aproximadamente 4 anos atrás
1375
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Resumo de Recurso

Questão 1

Questão
In Change Management, which record should be modified to restrict when a Change can move to a specific state?
Responda
  • ChangeRequestStateModel Script Include
  • ChangeRequest Script Include
  • ChangeRequestStateModelSNC Script Include
  • UI Action for the State Transition

Questão 2

Questão
A customer would like to modify the wording that appears when a user selects Change > Create New. Which type of record must be adjusted?
Responda
  • Change Type Data Lookup
  • Application Module
  • Interceptor
  • Language File

Questão 3

Questão
Change Tasks generated by the Change Request - Normal Change tasks workflow should include:
Responda
  • All implementation tasks for a specific Change
  • Approval and scheduling tasks for Normal Changes
  • Standard, administrative tasks common to all Normal Changes
  • Automated tasks to be completed by the System Scheduler

Questão 4

Questão
When evaluating Change Request States in a Script Include, which is the preferred method for referencing a State?
Responda
  • Use the g_form.getValue function to retrieve the State field value
  • Use the .getDisplayValue function to retrieve the State field value
  • Use the State field value, such as -2
  • Use the State name Constant, such as ChangeRequestStateHandler.SCHEDULED

Questão 5

Questão
Which of the following statements is true when the Change Management - Risk Assessment plugin is enabled?
Responda
  • Risk Assessment replaces the Risk Calculator to determine Risk for a Change
  • Both the Risk Calculator and Risk Assessment are used to determine Risk for a Change
  • Risk is automatically calculated on update of a Change
  • A Risk Assessment is required for all Normal and Emergency Changes

Questão 6

Questão
Which of the following is NOT a method for creating Knowledge Articles within ServiceNow?
Responda
  • Direct creation by a user with the 'knowledge' role
  • Import from a Microsoft Word document
  • Generated from Incident or Problem records
  • Generate from a Scheduled Report with a Target = Article

Questão 7

Questão
Which of the following represents how Knowledge Management subscriptions and article versioning are enabled?
Responda
  • Features are enaled by default in baseline Jakarta instances
  • Customizations to Knowledge Management
  • Knowledge Base setting on each Knowledge Base
  • Activation of the Knowledge Management Advanced Plugin

Questão 8

Questão
Which mechanism is used to specify who can read Articles and who can contribute Articles in a Knowledge Base?
Responda
  • Access Control Rules
  • User Criteria
  • Filter Criteria
  • Knowledge Category Attributes

Questão 9

Questão
Which condition must be met to have a Knowledge Article display on the Knowledge Home Page in the Featured Content section?
Responda
  • A record must be created in the Featured Content [kb_knowledge_keyword] table referencing the Article and a keyword of "featured_content"
  • The Article must have a 4star rating and be among the top 10 articles most frequently attached to Tasks
  • The Feature field on the Article must be set to true
  • A record must be created in the Featured Content [kb_knowledge_keyword] table referencing the Article and a keyword of "homepage"

Questão 10

Questão
What Knowledge Management capability allows users to ask and answer questions amongst peers within a Knowledge Base?
Responda
  • Connect Chat
  • Collaboration
  • Social Q&A
  • Feedback

Questão 11

Questão
How is access to Knowledge Articles administered?
Responda
  • User Criteria and User Roles
  • User Roles
  • Filter Conditions on the Knowledge Base
  • User Criteria and Entitlements

Questão 12

Questão
What are the primary record types in Configuration Management?
Responda
  • Asset Item (AI) and Configuration Item (CI)
  • Asset Item (AI) and Relationship Type
  • Relationship Type and Configuration Item (CI)
  • Business Service and Configuration Item (CI)

Questão 13

Questão
Given the class structure below, which types of CIs will be included in a report run against the cmdb_ci_computer table? - cmdb ---- cmdb_ci ---- ---- cmdb_ci_hardware ---- ---- ---- cmdb_ci_computer ---- ---- ---- ---- cmdb_ci_server ---- ---- ---- ---- ---- ---- cmdb_ci_win_server ---- ---- ---- ---- ---- ---- cmdb_ci_linux_server ---- ---- ---- ---- ---- ---- cmdb_ci_unix_server ---- ---- ---- ---- cmdb_ci_pc_hardware
Responda
  • Just CIs defined directly in cmdb_ci_computer
  • CIs defined directly in the cmdb_ci_computer and all parent classes
  • CIs defined directly in the cmdb_ci_computer and all child classes

Questão 14

Questão
A customer has a requirement to include a Catalog Item to order Microsoft Access in several Categories so that users can find it easily. What is the best way to do this?
Responda
  • List the Categories in the Catalog Item's Description field
  • Add additional Categories in the Catalog Item's Categories Related List
  • Copy the Catalog Item and associate a copy with each Category
  • Build the item as an Order Guide

Questão 15

Questão
On a Service Catalog Item, a customer has a requirement that the start_date is before the end_date. Which approach is recommended to satisfy this requirement?
Responda
  • Create a Business Rule that runs on Insert or Update of the Item
  • Create a Catalog Client Script that triggers on Submit of the Item
  • Create a Catalog Client UI Policy that triggers on Load of the Item
  • Create a Validation Script and associate it to the Item

Questão 16

Questão
Which of the following can be used as a 'non-code' alternative for some Catalog Client Scripts to populate data on an Item?
Responda
  • Catalog Data Lookup
  • Catalog Client Script
  • Variable Set
  • Catalog UI Policy

Questão 17

Questão
For each Requested Item, a _________ enables the approval and delivery of that Item.
Responda
  • User Criteria
  • Work Order
  • Workflow
  • Catalog Item

Questão 18

Questão
A Requested Item may be associated with one or more Requests.
Responda
  • True
  • False

Questão 19

Questão
Which of the following Service Catalog records may serve as a container for multiple Requested Items?
Responda
  • Service Catalog Task
  • Requested item
  • Request
  • Catalog Order

Questão 20

Questão
The Requested Item [sc_req_item] table is extended directly from the Task [task] table.
Responda
  • True
  • False

Questão 21

Questão
Primary tables associated with Request Fulfillment begin with the prefix __________.
Responda
  • req_
  • rf_
  • sc_
  • rm_

Questão 22

Questão
Which one of the following represents the overall lifecylce of a Request?
Responda
  • Approval -> Submittal -> Delivery -> Resolution
  • Approval -> Submittal -> Fulfillment -> Closure
  • Submittal -> Approval -> Fulfillment -> Closure
  • Submittal -> Approval -> Resolution -> Closure

Questão 23

Questão
In the baseline configuration for Service Catalog workflows, which of the following statements are true? Select all that apply
Responda
  • Approvals will be skipped if there are no members in the approval group
  • Execution plans are used instead of Workflows
  • Requests with a value over $1000 require manager approval
  • All Requested Items require manager approval

Questão 24

Questão
Which type of records use the default Variables Editor (formatter) to display Catalog Item Variables on a form?
Responda
  • Tasks created from Record Producers, Requests, Requested Items
  • Requested Item records, Catalog Task record, and all Tasks created by Record Producers
  • Any type of record created from Record Producers
  • Requested Item records, Catalog Task records, and Request records

Questão 25

Questão
Which of the following may NOT be published in a Service Catalog?
Responda
  • Record Producer
  • Content Item
  • Order Guide
  • Requested Item

Questão 26

Questão
Which type of Service Catalog component allows a user to describe their needs, choose options, and then check out ordering multiple items at once according to their selections?
Responda
  • Execution Plan
  • Catalog Item
  • Order Guide
  • Content Item

Questão 27

Questão
Which of the following is NOT a way Service Catalog Requests may be submitted in a baseline ServiceNow instance?
Responda
  • From an Incident record
  • From the Service Catalog
  • From an inbound email
  • From the Service

Questão 28

Questão
In knowledge management, which conditions must be met before the 'Import from Word' icon/ button appears on the Knowledge management Home page?
Responda
  • The user must meet the conditions in the Can Contribute User Criteria for at least one Knowledge Base OR have the knowledge or Knowledge_admin role.
  • The Knowledge base must have the Enable Article Import field set to True
  • The user must have the knowledge or knowledge_admin
  • The user must have one of the roles specified in the Knowledge System Property 'List of roles (comma separated) that can import Knowledge Articles'

Questão 29

Questão
When a user selects Change > New, they are presented with a ___________ to select the type of change instead of being presented with a new Change form.
Responda
  • Splash Page
  • Interupter
  • Wizard
  • Interceptor

Questão 30

Questão
Change Conflict Detection Scheduled jobs run with increasing frequency as a Change approaches the Planned start date.
Responda
  • True
  • False

Questão 31

Questão
For the majority of Catalog Items, the customer requires Quantity and Price to be displayed. However, for one Item, the customer would like to omit these two fields. Which of the following approaches should be used to satisfy this requirement?
Responda
  • Cart options are set using system properties and can not be changed for individual items.
  • Set 'Use cart Layout ' to false on the Catalog Item and set both 'No Quantity' and 'Omit Price in Cart' to true.
  • Write a catalog client script for the item and use g_form.setDisplay() to hide each field.
  • Set both 'No Quantity' and 'Omit Price in Cart' to true on the catalog item.

Questão 32

Questão
Database views must be used to report on Catalog Item Variables.
Responda
  • True
  • False

Questão 33

Questão
Which of the following describes the purpose of User Criteria when used in the Service Catalog application?
Responda
  • Replace Access Controls to provide security to Requests
  • Determine who can see Categories and Items
  • Determine who can see Catalogs and Items.
  • Pre-fill user preferences on Catalog order forms.

Questão 34

Questão
Which role is required to edit the Type field on a Change
Responda
  • change_manager
  • itil
  • admin
  • nobody

Questão 35

Questão
When evaluating Change request states in a script include, which is the preferred method for referencing a State?
Responda
  • Use the g_form.getValue function to retrieve the State field value.
  • Use the State name Constant, such as ChangeRequestStateHandler.SCHEDULED
  • Use the .getDisplayValue function to retrieve the State field value.
  • Use the state field value, such as -3.

Questão 36

Questão
In the baseline platform configuration of Change Management, which of the following are controlled by the Change Request - Normal workflow?
Responda
  • Risk Assessment, Change Task generation, Approvals
  • CAB Approvals, Conflict checking, Notifications
  • Approvals, Conflict Checking, Change Task Generation
  • Approvals, Notifications, Rollback

Questão 37

Questão
Which of the following statements are correct for Standard Changes. Select all that apply.
Responda
  • Standard changes are typically low risk and have detailed procedures
  • Standard changes don't have Change tasks
  • Standard Change procedures must be stored in a Knowledge base
  • Standard changes can be automated

Questão 38

Questão
When can a user (who has no assigned roles in the system) close an Incident?
Responda
  • When the user is the caller and the Incident's state is not already Closed
  • When the user is the caller and the Incident's state is not already Resolved
  • When the user is the caller or on the Watch List and the Incident's state is
  • When the user is the caller and the Incident's state is Resolved

Questão 39

Questão
Which of the following can be used to standardize the body of Outbound email notifications?
Responda
  • Inbound Action
  • Email Templates
  • Email Client
  • Variable Sets

Questão 40

Questão
For an incident, which of the following are used when calculating the value of the Business Duration field?
Responda
  • Incident State Duration Metric
  • Calendar duration
  • Incident Auto-close system property
  • SLA Schedule

Questão 41

Questão
Which type of record may be used to initiate the process to deploy a fix to an incident?
Responda
  • Service Request
  • Change Request
  • Incident Resolution
  • Problem

Questão 42

Questão
Which of the following DOES NOT describe the purpose of CMDB?
Responda
  • Repository to store IT Service infrastructure components and relationships
  • Centrally managed and controlled 'system of record'
  • Critical analysis and decision-making tool to support impact analysis
  • Inventory of IT assets in stock and available to Users

Questão 43

Questão
Which of the following Service Catalog varibale types are not supported in Mobile interfaces? Select all that apply.
Responda
  • HTML
  • Label
  • UI pages
  • Lookup selectbox
  • IP Address
  • Container Start

Questão 44

Questão
The Requested Item table is extended directly from the Task table.
Responda
  • True
  • False

Questão 45

Questão
Which of the following statements are correct for Standard Changes and Standard Change Templates? Select all that apply.
Responda
  • Standard Changes do not require approvals
  • Templates can be used only for Standard Changes
  • Creation of a Standard Change Template requires approval
  • Standard Change Templates cannot include standard tasks

Questão 46

Questão
The requested item table is extended directly from the task table
Responda
  • True
  • False

Questão 47

Questão
Which of the following functions is NOT enabled by the Change advisory board (CAB) workbench?
Responda
  • View a calendar of planned changes
  • Document meeting notes and share with attendees
  • Define a schedule and related logistics for CAB meetings
  • Provide video and chat capabilities during CAB meetings

Questão 48

Questão
In the baseline platform configuration, the appropriate Workflow to be attached to a Change Request is determined based on _________ ?
Responda
  • The workflow defined on the Change type record
  • Workflow conditions matching Change request field values
  • System properties
  • The workflow field on the change request record

Questão 49

Questão
XML exports of Knowledge Articles include Text but DO NOT include attachments.
Responda
  • True
  • False

Questão 50

Questão
When viewed through a Service Portal, Service Catalog Items may be formatted with a maximum of two columns.
Responda
  • True
  • False

Questão 51

Questão
Which of the following conditions can be evaluated by Change Management Conflict Detection? Select all that apply.
Responda
  • Changes schedule outside of a CI's maintenance window
  • Changes scheduled during blackout time periods
  • Changes scheduled outside of normal business hours
  • Conflicts for all Affected CIs
  • Changes with overlapping schedules assigned to the same resource

Questão 52

Questão
Which two fields are used to calculate priority on an Incident?
Responda
  • VIP and Impact
  • Business Criticality and Urgency
  • Impact and Urgency
  • Severity and Urgency

Questão 53

Questão
When an end-user (with no roles in the platform) submits an Incident using the Self-Service interface or Service Portal, Related Search Results automatically display search results from Knowledge Bases and Service Catalogs. These Related Search Results are a form of __________ ?
Responda
  • Incident Deflection
  • Live Agent Intervention
  • Incident Avoidance
  • Service Marketing

Questão 54

Questão
Which type of record may be used to initiate the process to deploy a fix to an Incident?
Responda
  • Incident Resolution
  • Problem
  • Service Request
  • Change Request

Questão 55

Questão
Which feature can Service Desk Agents use to ensure that Knowledge Articles they attach to Incidents are Article that are appropriate to share with Callers?
Responda
  • Contextual Search - Search as
  • Global Search
  • Search Groups - Caller Restrictions
  • System Property - Restrict Articles to Callers

Questão 56

Questão
In the baseline platform configuration, a Configuration Item must be specified before Approvals are requested for a Change Request.
Responda
  • True
  • False

Questão 57

Questão
A Problem can be created from an Incident.
Responda
  • True
  • False

Questão 58

Questão
In the baseline configuration for Change Management, how do users access approved Standard Change templates?
Responda
  • Browse for Standard Changes within the Technical Catalog
  • Apply a template to a new Change form
  • Standard Change Proposal table
  • Standard Change Catalog

Questão 59

Questão
Poorly managed and unplanned Changes often create high volumes of _________?
Responda
  • Incidents
  • Problems
  • Requests
  • Knowledge articles

Questão 60

Questão
Which process role is responsible for the smooth operation of the Change Management process within an organization?
Responda
  • Change Sponsor
  • Change Implementer
  • Change Advisory Board
  • Change Manager

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