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ITSM

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Esse questionário foi criado com o intuito de complementar os estudos de quem está se preparando para tirar a CIS-ITSM em ServiceNow
Everlyn Yamamoto
Quiz by Everlyn Yamamoto, updated more than 1 year ago
Everlyn Yamamoto
Created by Everlyn Yamamoto about 4 years ago
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Resource summary

Question 1

Question
Once an Incident is placed in a Resolved State, the Caller may no longer re-open the Incident.
Answer
  • True
  • False

Question 2

Question
Common recurring Catalog Variables can be grouped and standardized using:
Answer
  • Variable Choice Lists
  • Variable sets
  • Update Sets
  • Insert and Stay

Question 3

Question
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?
Answer
  • Key Performance Indicator (KPI)
  • Metric
  • Database view
  • Audit

Question 4

Question
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.
Answer
  • Configuration Management, Asset Management
  • Asset Management, Configuration Management
  • IT Operations Management, IT Financial Management
  • IT Service Management, IT Financial Management

Question 5

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

Question 6

Question
In which phase of the Incident Management lifecycle do Incidents typically get escalated?
Answer
  • Initial Analysis and Submission
  • Creation and Classification
  • Investigation and Diagnosis
  • Resolution and Closure

Question 7

Question
Which of the following is NOT a consideration when determining the need for multipe Service Catalogs?
Answer
  • Audience
  • Delegation of Catalog Administration
  • Size of the company
  • Services and Types of Service

Question 8

Question
In Change Management, the Risk Calculator is used to:
Answer
  • 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

Question 9

Question
Which of the following represents a benefit of implementing Knowledge Management?
Answer
  • 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

Question 10

Question
Problem Management Investigation and Diagnosis activities include __________.
Answer
  • Implement a Change
  • Prioritize and Categorize the Problem
  • Obtain Problem Manager Approval
  • Conduct a Root Cause Analysis

Question 11

Question
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?
Answer
  • 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

Question 12

Question
Best Practices for using Service Catalog Categories include __________.
Answer
  • 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

Question 13

Question
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?
Answer
  • mobile
  • tool_tip
  • reference_view
  • sys_popup

Question 14

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

Question 15

Question
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?
Answer
  • Cascade Variables
  • Global Variables
  • Copy Repeat Variables
  • Duplicate Variables

Question 16

Question
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?
Answer
  • 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

Question 17

Question
Which field on a Configuration Item record may be used to expedite Incident routing and resolution?
Answer
  • Approval group [change_control]
  • Support Group [support_group]
  • Maintenance Schedule [maintenance_schedule]
  • Due Date [due]

Question 18

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

Question 19

Question
Which of the following actions on the Incident table require the itil_admin role?
Answer
  • Archive Incident
  • Close Incident
  • Delete Incident
  • Update Incident

Question 20

Question
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 __________.
Answer
  • 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

Question 21

Question
Which key performance indicators can be influenced by effective Problem Management? Select all that apply
Answer
  • Average time to close a Problem
  • % of high priority Problems
  • Average Time to Resolve a High Priority Incident
  • % of Incidents Resolved on First Contact

Question 22

Question
Which of the following ITIL terms refers to the cause of one or more Incidents that is typically unknown at the time of detection?
Answer
  • Problem
  • Issue
  • Configuration Item
  • Unknown Error

Question 23

Question
In the baseline configuration, ONLY Emergency Changes require a Post-Implementation Review (PIR).
Answer
  • True
  • False

Question 24

Question
The Change Management lifecycle steps, in order, include:
Answer
  • 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

Question 25

Question
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?
Answer
  • 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

Question 26

Question
On the Change Record form, the Process Flow Formatter is used to __________.
Answer
  • Configure the Change Management lifecycle
  • Visually depict the Change Workflow
  • Show the current State of Change
  • Show State history of a Change

Question 27

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

Question 28

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

Question 29

Question
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.
Answer
  • True
  • False

Question 30

Question
Knowledge Ratings are stored in the _________ table.
Answer
  • Knowledge [kb_knowledge]
  • Knowledge Feedback [kb_feedback]
  • Knowledge Base [kb_knowledge_base]
  • Knowledge Searches [ts_query_kb]

Question 31

Question
In a Service Catalog, Content Items can include each of the following EXCEPT:
Answer
  • Templates
  • Links to locations specified in a Application navigation module
  • Cross-references to Catalog content
  • Links to Knowledge Articles

Question 32

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

Question 33

Question
When does a State of On Hold pause an SLA?
Answer
  • Never
  • Depends upon the SLA conditions
  • Always

Question 34

Question
Which of the following is NOT included in the Incident Management Lifecycle?
Answer
  • Creation and Classification
  • Approval and Fulfillment
  • Resolution and Closure
  • Investigation and Diagnosis

Question 35

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

Question 36

Question
Which mechanism is used to set the number of days (integer) after which Resolved Incidents are automatically closed?
Answer
  • Workflow
  • Script Include
  • System Property
  • Business Rule

Question 37

Question
Which role is required to close a Problem?
Answer
  • itil
  • itil_admin
  • The system automatically closes Problems
  • problem
  • puck_from_a_midsummer_nights_dream

Question 38

Question
Which of the following is the GOAL of Problem Management?
Answer
  • 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

Question 39

Question
In Problem Management, which element must be edited to modify the field mappings when Knowledge Articles are generated from ACTIVE Problem records?
Answer
  • Post News or Post Knowledge UI Actions
  • Problem Create Knowledge Business Rule
  • Problem to Knowledge Transform Map
  • ProblemUtil Script Include

Question 40

Question
The Standard Change Template [std_change_record_producer] table is extended from the ____.
Answer
  • Template [sys_template]
  • Task [task]
  • Change Request [change_request]
  • Record Producer [sc_cat_item_producer]

Question 41

Question
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.
Answer
  • True
  • False

Question 42

Question
What is the default number of days (integer) after which Resolved Incidents are automatically closed?
Answer
  • Five working days
  • Three Days
  • Five Days
  • Seven Days

Question 43

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

Question 44

Question
Which one of the following is the GOAL of Incident Management?
Answer
  • 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

Question 45

Question
In Incident Management , which of the following States are considered Active?
Answer
  • New, In Progress, On Hold, Resolved
  • New, In Progress, Resolved
  • New, In Progress, On Hold, Resolved, Closed, Cancelled
  • New, In Progress, On Hold

Question 46

Question
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?
Answer
  • Social Q&A
  • Connect Support
  • Employee Self-Service
  • Embedded Help

Question 47

Question
Users with the itil role can delete an Incident.
Answer
  • True
  • False

Question 48

Question
Guided Setup provides step-by-step instructions for loading Foundational Data, which includes __________.
Answer
  • Users, Roles, SLAs
  • Companies, Users, Groups, Roles, Departments, Locations
  • Companies, Users, Groups, Roles, Departments, Locations, and Catalog Items
  • Groups, Group Members, Priorities

Question 49

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

Question 50

Question
The Incident Task [incident_task] table is extended from the _________ table.
Answer
  • Incident [incident]
  • Application File [sys_metadata]
  • CMDB [cmdb]
  • Task [task]

Question 51

Question
When viewing a list of Tasks, which field identifies whether the Task is an Incident, Problem, Change, etc.?
Answer
  • Domain [sys_domain]
  • Correlation ID [correlation_id]
  • Number [number]
  • Task Type [sys_class_name]

Question 52

Question
Which of the following is NOT a typical method to propose a new Standard Change?
Answer
  • 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'

Question 53

Question
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?
Answer
  • Rejected
  • Assess
  • New

Question 54

Question
In the baseline platform configuration for an Emergency Change, __________ is required before a Change can be scheduled.
Answer
  • Configuration Item identified
  • Peer Approval
  • Justification, Change Plan, Test Plan, and Execute Plan
  • CAB Approval

Question 55

Question
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
Answer
  • 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

Question 56

Question
In the baseline platform configuration, the Problem States include _________.
Answer
  • Open, Pending Change, Known Error, Closed/Resolved
  • New, In Progress, On Hold, Resolved, Closed, Canceled
  • Open, In Progress, Closed
  • New, Assess, Review, Closed

Question 57

Question
Conflict Detection must be triggered manually for Changes using the Check Conflicts UI action.
Answer
  • True
  • False

Question 58

Question
Select the ServiceNow functionality that may be used in the Assess phase of Change Management to evaluate the potential impact of a Change.
Answer
  • Social Q&A
  • Knowledge Management
  • Post-Implementation Review
  • Risk Assessment

Question 59

Question
What is the minimum role required for a user to create an Emergency Change?
Answer
  • itil
  • change_manager
  • itil_admin
  • cab_manager

Question 60

Question
In the baseline platform configuration, which of these are required when closing a Normal Change? Select all that apply
Answer
  • Close Notes
  • Post-Implementation Review
  • Close Code
  • CAB Approval
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