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CIS - ITSM

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servicenow Tecnologia Quiz on CIS - ITSM, created by Carol Licre on 13/05/2021.
Carol Licre
Quiz by Carol Licre, updated more than 1 year ago
Carol Licre
Created by Carol Licre almost 3 years ago
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Resource summary

Question 1

Question
SLA sends notifications at certain events defined in the workflow. By default, SLA notifications are sent on three occasions. the first one is:
Answer
  • 10%
  • 50%
  • 75%
  • SLA is breached

Question 2

Question
What are the three types of a CHANGE?
Answer
  • Normal, Expedited, Emergency
  • Standard, Expedited, Emergency
  • Emergency, Standard and Informational
  • Standard, Emergency, and Normal

Question 3

Question
Problem task state transitions. Select all that aply.
Answer
  • New
  • Assess
  • Work in Progress
  • Closed
  • Cancel

Question 4

Question
When does an incident marked with Knowledge = True generate an article?
Answer
  • State = Closed
  • State = Draft
  • State = Resolved
  • State = Open

Question 5

Question
What is the best variables to get a user location from a catalog item?
Answer
  • Data Lookup
  • Reference
  • List Collector

Question 6

Question
Change Approval Definition: Select all the choices for the field "wait_for" :
Answer
  • First Reponse
  • Percentage of Approval
  • All Responses
  • Percentage of Users

Question 7

Question
Role problem_coordinator contains:
Answer
  • itil
  • itil_admin
  • problem_task
  • problem_task_analyst

Question 8

Question
What are the tables for plugin Release Management v2?
Answer
  • Rm_product; Rm_release; Rm_release_phase; Rm_feature; Rm_task
  • Rm_product; Rm_closed; Rm_release; Rm_start; Rm_task
  • Rm_product; Rm_release; Rm_release_phase; Rm_start; Rm_record_producer

Question 9

Question
What is NOT the goal for Change Management?
Answer
  • Improve 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.
  • Manage the business risks at a high level
  • Increase emergency changes
  • Deliver successful changes at the first attempt.

Question 10

Question
What is NOT a way to export in XML?
Answer
  • Form Export
  • Related Lists
  • List Export
  • URL Export

Question 11

Question
Several 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:
Answer
  • Release Admin [release_v2_admin]
  • Release User [release_user]
  • Release User [release_v2_user]
  • Release Admin [release_admin]

Question 12

Question
Which encompasses Release Management v2 application in ServiceNow? Select all that apply:
Answer
  • Planning
  • Design
  • Produce
  • Build
  • Configuration
  • Testing

Question 13

Question
Which role can DELETE a Problem? select all that apply:
Answer
  • Problem_user
  • Problem_admin
  • itil
  • itil_admin

Question 14

Question
Which role to access problems already solved / closed
Answer
  • Problem_user
  • Problem_admin
  • itil_admin
  • itil

Question 15

Question
What fields are added to the planned task with the Release Management v2 plugin?
Answer
  • Release Phase; Release Type; Sys ID; Visited States
  • Release Phase; Release Type; ID; States
  • Release Phase; Release Build; Sys ID; Visited States
  • Release Testing; Release Type; Sys ID; Visited States

Question 16

Question
When a request is closed? Choose 3:
Answer
  • When all tasks are closed
  • Manually
  • 7 days of inactivity
  • When one of the tasks are closed incomplete

Question 17

Question
What are the release phases for release tasks? (Choose 4)
Answer
  • Planning
  • Testing
  • Build and Deploy
  • Governance Review
  • Design

Question 18

Question
Where is the priority data lookup for a problem record defined?
Answer
  • Data lookup tables
  • Priority Problem Lookup table
  • Task table

Question 19

Question
What CANNOT be accomplished by a Catalog UI Policy?
Answer
  • Hide a catalog category
  • Hide a catalog
  • Hide a catalog field

Question 20

Question
If no sys_popup view is defined for a table then what will be used when hovering over the Reference Icon?
Answer
  • Default view
  • Empty
  • Personalise View
  • Reference View

Question 21

Question
Under which circumstances is it appropriate to leave a Problem record in a State of Known Error?
Answer
  • Never
  • 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 22

Question
In order for the communicate fix to be applied, what is necessary?
Answer
  • Incident is linked to the problem
  • Fix notes is not empty
  • Incident is in state ‘On hold’ and on hold reason ‘Awaiting Problem’
  • Incident in state of resolved

Question 23

Question
Which process role is responsible for the smooth operation of the Change Management process within an organization?
Answer
  • Emergency Change Advisory Board
  • Change Advisory Board
  • Cab Meeting

Question 24

Question
When enabled, at what state does a knowledge article get created from an incident?
Answer
  • Incident Closure
  • Incident Resolved
  • Incident Active
  • Incident On Hold

Question 25

Question
What was migrated from Release Management v2?
Answer
  • Tables
  • Product Hierarchy
  • Parent child relationship
  • Standard Time

Question 26

Question
In Problem task states, how can you impose prerequisites or limits for moving from one state to another?
Answer
  • ProblemTaskStateUtils script include.
  • ProblemTaskState
  • ProblemTaskStage

Question 27

Question
Role for configure knowledge workflows?
Answer
  • Admin
  • Itil_admin
  • itil
  • workflow_admin

Question 28

Question
What types of Configuration items the Discovery module can integrate?
Answer
  • Any CI with an IP address
  • Any CI
  • Any CI with an DNS adress

Question 29

Question
Duration time is measured by...
Answer
  • Total elapsed time from create to resolve using 24 hour clock
  • Total elapsed time from create to resolve during work hours
  • Total elapsed time from create to closed
  • Total elapsed time from create to closed using 24 hour clock

Question 30

Question
What service catalog do you need to choose if you want only one workflow per item?
Answer
  • Catalog Items
  • Categories
  • Execution Plan

Question 31

Question
When configuring stage in Flow Designer, you can (choose 4)
Answer
  • Create any number of stages
  • Change Stage labels and names
  • Set the estimated duration for a stage
  • Import a copy of a pre-defined stage from the Stage Sets Table.
  • Create a defined number of stages
  • Set the limit for the duration
  • Export a copy of a pre-defined stage from the Stage Sets Table.

Question 32

Question
How to view the relationship of the data?
Answer
  • Dependency View
  • Table
  • Configuration Item
  • Hierarchy

Question 33

Question
Who can change the user criteria?
Answer
  • catalog_admin
  • user_criteria_admin
  • itil_admin
  • catalog_user

Question 34

Question
What is the table that runs the workflow for each catalog item?
Answer
  • sc_req_item
  • sc_request
  • sc_task
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