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ITSM 3

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Quiz on ITSM 3, created by Everlyn Yamamoto on 09/03/2020.
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
Configuration changes to the Change Management - CAB Workbench Application must be done in the global scope.
Answer
  • True
  • False

Question 2

Question
Which of the following is NOT a type of Article feedback that may be submitted by users?
Answer
  • Endorsed
  • Flag Article
  • Helpful (Yes / No)
  • Rate Article

Question 3

Question
Which of the following represents how Knowledge Management Article publishing is managed?
Answer
  • Each Knowledge Article follows its own Publish and Retire workflow
  • Any article submitted is automatically published
  • Each Knowledge Base follows its own Publish and Retire workflow
  • Publish and Retire workflows are set in the Knowledge Management System Properties

Question 4

Question
ServiceNow is limited to a single Knowledge Base for all users of the platform to access.
Answer
  • True
  • False

Question 5

Question
In the baseline platform configuration, the Post News Related Link on a Problem Record will generate Knowledge Article that includes information mapped from the Problem Record. What will be the Workflow state of the new Article?
Answer
  • Draft
  • New
  • Review
  • Published

Question 6

Question
Under which circumstances would a Knowledge Article Author set the Display Attachments field to false on an Article that HAS attachments?
Answer
  • The attachments are files that the Author would like to display as links for on the Article rather than having those files open / download automatically
  • The attachments are images embedded and displayed within the Article text
  • The attachments are referenced Knowledge Articles
  • The attachments should be downloaded / opened immediately rather without the Article text being displayed

Question 7

Question
Which of the following approaches is used to display a Variable from a Requested Item on a Catalog Task form?
Answer
  • In the Catalog Task Activity within the Item's fulfillment workflow, write a Script to retrieve and set Catalog Task field values
  • In the Catalog Item, set Display Variables in Catalog Tasks to true
  • In the Catalog Task Activity within the Item's fulfillment workflow, select variables to be displayed in the Variables on the Task Form field
  • In the Catalog Item, set Cascade Variables to true

Question 8

Question
Which of the following is a potential benefit of implementing Incident Management?
Answer
  • Reduction in the time to fulfill Requests
  • Reduction in the number of duplicate Configuration Items
  • Reduction in the number of Incidents caused by Changes
  • Reduction in the time Services are unavailable

Question 9

Question
Which feature may be used to track trends related to the average resolution time by priority for Incidents compared to other customers in the same industry / number of users / region?
Answer
  • Performance Analytics
  • Scheduled Reports
  • Benchmarks
  • Reporting

Question 10

Question
Which platform feature is used to determine whether an Incident meets the conditions for First Call Resolution?
Answer
  • First Call Resolution field
  • Business Rule
  • Metric
  • Benchmark

Question 11

Question
Which field on the Incident table automatically tracks the TOTAL elapsed time between when an Incident is created until the time it is resolved?
Answer
  • Duration [calendar_duration]
  • Resolve Time [calendar_stc]
  • Business Resolve Time [business_stc]
  • Business Duration [business_duration]

Question 12

Question
Which of the following can be used to standardize the body of outbound email notifications?
Answer
  • Email Templates
  • Inbound Action
  • Email Client
  • Variable Sets

Question 13

Question
Which of the following outlines the ways Changes may be related to Incidents?
Answer
  • Incidents and Changes are separate processes that have little interaction
  • Incidents cause Changes. Investigation of Changes may indicate the need for Incidents to be generated
  • A Change is required to investigate the cause of an Incident
  • Incidents may be caused by Changes. Investigation of Incidents may indicate the need for a Change

Question 14

Question
On an Incident form, Category and Subcategory fields include a drop-down list of potential field values to allow users to categorize Incidents. Which table stores the list of potential field values displayed in these two fields?
Answer
  • Incident [incident]
  • Variable Category [item_option_category]
  • Category [category] table and the Subcategory [subcategory]
  • Choice [sys_choice]

Question 15

Question
In the baseline platform configuration, which Incident Management function is lmited to users with roles of either itil_admin or admin?
Answer
  • Close Incident
  • Archive Incident
  • Delete Incident
  • Reopen Incident

Question 16

Question
In the baseline platform configuration, who can create Change Requests?
Answer
  • Only members of the Change Advisory Boards (CAB)
  • Any logged in user
  • Anyone, even those not registered / logged in
  • Users with the itil role or Change-specific roles

Question 17

Question
In which situation would an Order Guide be used?
Answer
  • Administrators choose not to use Workflow
  • Multiple items are typically ordered together
  • Administrators prefer user-friendly forms with questions and answers
  • Items have a complex fulfillment process

Question 18

Question
Which of the following components can be turned on or off in the Service Catalog Cart Layout?
Answer
  • Delete Item
  • Add to Wish List
  • Quantity
  • Calculate Shipping

Question 19

Question
User Criteria is used to determine who may order Items in a Service Catalog Category.
Answer
  • True
  • False

Question 20

Question
Which table is the base class for the Configuration Management Database?
Answer
  • Configuration Item [cmdb_ci]
  • Asset [asset]
  • Base Configuration Item [cmdb]
  • Base Item [cmdb_base_item]

Question 21

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

Question 22

Question
Under which circumstances is it appropriate to leave a Problem record in a State of Known Error?
Answer
  • A vendor is actively investigating the Problem
  • The permanent fix is too costly and the documented workaround is sufficient
  • The root cause has not been established and approved
  • A Change is pending implementation

Question 23

Question
In Problem Management, when the State of a Problem changes to Closed/Resolved, what updates are made to the associated Incidents? (Assume associated Incidents have a State of On Hold and On Hold Reason of Awaiting Problem.)
Answer
  • The Work Notes field on each associated Incident is updated with details from the Problem Close Notes
  • The State of each associated Incident is updated to ResolveResolution code is set to Solved (Permanently). Resolution notes are populated with details from the Problem Close Notes field
  • No updates are made to associated Incidents. Service Desk agents must manually update all associated Incidents.
  • The "State" of each Incident is set to "In Progress" and the problem's "Close Notes" get copied to that related incident's "Work Notes" which will show in the incident's activity journal.

Question 24

Question
In the baseline configuration of Change Management, which fields are included when the Copy Change UI action is used to copy a Change Request?
Answer
  • Configuration Item, Change Tasks, Approvals, Risk, Attachments
  • Change Tasks, Impact, Attachments, Planned Start Date, Risk
  • Backout Plan, Category, Change Type, Attachments, Work Notes
  • Configuration Item, Change Tasks, Risk, Backout Plan, Category

Question 25

Question
In Change Management, what is the purpose of the Risk Assessment Survey?
Answer
  • Determine the Risk of the Change based on user responses to a Risk Assessment
  • Determine the Risk of the Change based on Risk Conditions
  • Survey CAB members to collectively assess Risk of each Change reviewed
  • Automatically survey the environment to analyze the continuity of services to assess Risk

Question 26

Question
In the CAB Workbench application, meeting notes and minutes are documented at the CAB meeting level.
Answer
  • True
  • False

Question 27

Question
True or False: Every Catalog Item uses the same workflow to manage approvals.
Answer
  • True
  • False

Question 28

Question
Which of the following is considered a best practice for managing the Valid To date for Knowledge articles?
Answer
  • Allow the authors of Articles to set the Valid To date of each individual Article
  • Determine the Valid To timeframe of your articles based upon the type of article and volatility of information in the article
  • Leave the Valid To dates to the default value of 2020-01-01
  • Do not set Valid To dates for Knowledge Articles

Question 29

Question
True or False: Within a Catalog Item, a 'Container Split' formatter is required between 'Container Start' and 'Container End' to split variables into columns.
Answer
  • True
  • False

Question 30

Question
The Knowledge [kb_knowledge] table is extended from _________
Answer
  • Knowledge Base [kb_knowledge_base]
  • No table; It is a Base Table
  • Configuration Item [cmdb_ci]
  • Task [task]

Question 31

Question
Which of the following statements is true when an Incident has several child Incidents?
Answer
  • No updates are synchronized between parent and child Incidents
  • All updates to parent Incident are reflected in child Incidents
  • Parent Incident updates to State, Comments, Work Notes, and Resolutions Code are
  • All updates to child Incidents are reflected in the parent Incident

Question 32

Question
What is the minimum role required to delete a Problem?
Answer
  • itil
  • itil_admin
  • admin
  • problem
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