ITSM Practice Tests

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Your customer needs help defining Category values for the Problem records. What approach should you suggest? (Choose two.)

Define categories based on ITIL problem taxonomy
Re-use existing categories from legacy systems
Define categories based on the customer’s CMDB classes ✓
Re-use existing categories from incident management ✓

Check your answer

Notes

From Ebook

Re-use Existing Categories: Customers typically use the same categories for incident and problem.

Define New Categories: If problem requires a different set of categories, you can use the out of box categories or define your own. The categories should be simple and standard.

Drive Categorization by CI: If you have a robust CMDB, you can drive categorization based on the CI class. This would require additional configuration and scripting.