Questions (65)

Where do you enable the Search as feature for an incident?

• Incident form design

• incident.deflection system property

• Incident Properties application

• Related Search Results table configuration

On an incident record, where are the fields that appear on the caller lookup select box defined?

• The Caller lookup field on the [user] table

• The ref_contributions attribute on the caller lookup form

• The form design of the caller lookup form

• The ref_ac_column attribute from the dictionary entry

When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)

• If selected CI has an Owner group, write that group to the Assignment group field

• If selected CI does not have an Owner group, write the Support group from the Service Offering to the Assignment group field

• If selected CI has a Support group, write that group to the Assignment group field

• If selected CI does not have a Support group, write the Support group from the Service Offering to the Assignment group field

Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)

• It is difficult to implement

• Too many options may confuse users and increase mis-categorization

• Choices have no additional metadata to drive process

• It is not part of the baseline instance

Released in Quebec, what tool enables the creation of templates for Catalog Items?

• Catalog Wizard

• Template Management

• Catalog Builder

• Catalog Template Library

• Template Builder

Which workflow is defined as: Requests approval from a manager of the knowledge base before moving the article to the retired state. The workflow is canceled and the article remains in the published state if any manager rejects the request.

• Knowledge – Instant Retire

• Knowledge – Article Retire

• Knowledge – Retire Authorize

• Knowledge – Approval Retire

• Knowledge – Retire-Approval Required

When defining catalog categories and subcategories, what are some good practices to follow? (Choose two.)

• Remember that items can only be assigned to one category

• Align categories with CMDB classes where possible

• Keep the number of top-level categories to 8-10

• Do not go to deep with subcategories: go only 1-2 levels deep

When creating a catalog, which field specifies who is able to create, modify, and publish items in the catalog?

• Authors

• Editors

• Item Admins

• Item Owners

Which of the following are users able to do when configuring stages in Flow Designer? (Choose two.)

• Define the stage set in a subflow

• Display the stages to the requester

• Create any number of stages

• Import a copy of a pre-defined stage set

When creating a catalog, which field specifies who can edit, update, and delete catalogs, categories, and catalog items?

• Owner

• Contributors

• Editors

• Manager

On the Unauthorized Change Properties module what can you configure? (Choose two.)

• Unauthorized Change Dashboard

• Enable/Disable creation of Unauthorized changes

• Maximum number of unauthorized change records for a CI

• CI classes to monitor

In the baseline Change - Normal model, when the Change request goes to the Review state, what happens to the implementation and testing tasks, if they have not been closed.

• They are automatically canceled

• An error displays, requiring that the Tasks be closed before moving to Review

• They are automatically assigned to the Change assignee and closed

• They are automatically closed

In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)

• Automatically depending on the category selected on the Change Request

• Automatically via the Change - Implementation subflow

• Manually by the user during all states, except Closed or Canceled

• Manually by the user during New, Assess, and Authorized states

In the CAB workbench, what are some ways the CAB manager can identify the Change requests to be added to a particular meeting agenda? (Choose two.)

• Change requests planned within a certain date range

• Change requests meeting different conditions, like Risk level or Type

• Use any of the options on the Agenda Criteria Tab

• Change requests for a certain Change Flow Definition

What is the Business Rule that triggers automatic group assignment on Incident, Problem or Change requests?

• Automatic Assignment for ITSM

• Populate Assignment Group based on CI/SO

• Auto-populate ITSM Assignment Groups

• ITSM Assignment Lookup Rule

What baseline Change Flows support the baseline Normal Change model?

• Change - Normal - New, Change - Normal - Assess, Change - Normal - Implement, Change - Implementation tasks

• Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Implement Change - Implementation tasks

• Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Close, Change - Implementation tasks

• Change - Normal - New, Change - Normal - Review, Change - Normal - Close, Change - Implementation tasks

How are Releases related to Projects?

• Projects are used to do root cause analysis for releases

• Project tasks and Release tasks are interchangeable

• Projects can be part of one or more releases

• Project features are components of a release

• Projects need to be completed before releases can be defined

Risk is configured by default, to calculate Risk = High for a change that is scheduled with only 3 days lead time. Your customer’s change policy requires that changes be requested with 5 days lead time.
How would you satisfy this requirement?

• Update the Risk Assessment Matrix for Insufficient lead time

• Update the Calculate Risk UI Action

• Update the Risk Matrix for insufficient lead time

• Update the Risk Condition for Insufficient lead time

• Update the Risk Property for Insufficient lead time

In what table are Change records stored?

• Change Request [rfc]

• Change [task_change]

• Change [change]

• Change Request [change_request]

• Change [change_task]

When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number?

• New case is created from the message

• Email is rejected and auto-reply sent to sender

• New interaction is created from the message

• New incident created from the message

Which capability provides visibility to data joined between multiple tables?

• Metric Tables

• Database Views

• Published Reports

• Custom Tables

• Breakdown Sources

When is a change task for Post Implementation Review created for an unauthorized change?

• When the change request moves to Close

• When a change manager accepts the change

• When the change request moves to a state of Review

• When the change request moves to a state of Assess

The Problem Manager wants the Problem Coordinators to be able to Re-analyze a Completed Problem.
Which module could they use to make this change?

• System UI > UI Actions

• System UI > Form Actions

• State Management > State Models

• System UI > UI Action Groups

• Problem > Administration » Problem Properties

The Problem table is extended from what table?

• Major Incident

• Outage

• Incident

• Problem Task

• Task

Your customer wants to use the Service Catalog to generate task-based records for end-user inquiries. What Service Catalog capability can you use to generate these records?

• Content Items

• Execution Plans

• Catalog Items

• Record Producers

What are the components of a Flow Action?

• Processes, Subprocess and Action Steps

• Indexes, Processes and Outputs

• Inputs, Processes, Subprocesses, and Outputs

• Inputs, Action Steps and Outputs

A CAB manager is looking for a way to make their CAB meetings more organized and efficient. They want to be able to:

• Define CAB meeting agendas
• View change calendars
• Review, Approve or Reject changes directly from the change application

What feature would you recommend?

• Change Overview

• Change CAB Dashboard

• CMDB Health Dashboard

• CAB Taskboard

• CAB Workbench

Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support You have confirmed that:
The Network Support group record has the Group types: Incident and Change
The Network CAB group record has the Group type: Change
What could you do on the incident form, for the Assignment Group field, to resolve this issue?

• Add a UI action to hide the Network CAB group from the list

• Modify the choice list to include only the appropriate group types

• Add Dictionary Override to specify the Incident group Reference Qualifier

• Add a UI action to provide an error message if the Network CAB group is selected

Problem management provides what benefits for Incident management? (Choose two.)

• Incident managers authorize problem investigations

• Problem investigations automatically triggered for multiple user incidents

• Published workarounds help quickly resolve incidents

• Solutions implemented reduce future incidents

A new problem manager wants to know how to create reports for monitoring problem management activities. What do you recommend they do before creating new reports?

• Submit a New Report Request via the service catalog

• Turn on data collection jobs

• Submit a request for the sn_report_creator role

• Go to Reports > View/Run > All, then search for Problem reports

• Take the Performance Analytics fundamentals course

A problem record is the Parent to what record?

• Related Incidents

• Problem Task

• Major Incident

• Workaround

• Known Error

When using Agent assist in the Agent workspace, what are examples of possible solutions can be automatically searched and displayed? (Choose five.)

• Changes

• SQL Queries

• Knowledge

• Runbook Actions

• Incidents

• Cases

• Problems

Which field from the configuration item will automatically populate in the Assignment group field of an incident record?

• Managed by

• Support group

• Approval group

• Change group

Given the class structure shown below, which types of CIs will be included in a report run against the cmdb_ci_computer table?

• CIs defined directly in cmdb_ci_computer and all child classes

• CIs defined directly in cmdb_ci_computer and all parent classes

• Just CIs defined directly in cmdb_ci_computer

A new Problem Coordinator accidentally created several problem investigations that need to be deleted.

What role is required to delete a problem record?

• problem_coordinator

• problem_manager

• problem_admin

• itil_manager

• sn_problem_delete

Which catalog property allows users to save partially-completed requests to complete and submit at a later time?

• Edit cart layout

• Enable wish list

• Enable cart save

• User partial save

What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)

• Create and manage Approval Policies

• Manage Risk Assessments

• Delete CAB Definition

• Manage Risk Conditions

• Delete Change

Which of the following objects on the Shopping Cart Widget can be displayed or hidden using Maintain Cart Layouts settings? (Choose two.)

• Shipping Address

• Price

• Requested by

• Quantity

What Knowledge base feature can you use to standardize the sections and fonts on a knowledge article?

• Templates

• Coaching loops

• Article designer

• Article layout

By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?

• Incident record is re-set to state = attention required

• Incident record is updated, per the action's script

• Auto-reply sent to sender, recommending they use Portal chat

• Incident SLA clock is un-paused

A customer requests that when the Service Desk agent clicks on the information icon for the Caller's name, the quick view frame shows only the following fields:

User name -

Manager name -

Email Address -

Employee ID -
How would you modify the quick view frame?

• Update the sys_quick view for the user table

• Update the sys_popup view for the user table

• Update the sys_quick view for the caller table

• Update the sys_popup view for the caller table

On a Change Approval Definition record, what does the ‘wait for’ condition define?

• The fields that must be populated before the approval can be requested

• Whether the change approval is sent to an individual user or a group

• The state the change must be in before the approval notifications can be sent

• The number or percentage of users from the approval group that must approve the change

A tester wants to submit a bug report, because they are not able to see the Communicate Fix link under the Related Links on the Problem form.
What do you recommend that they confirm, before submitting the bug report? (Choose two.)

• The Fix notes field is filled in and saved

• Tester is impersonating a user with problem_coordinator role

• Tester is impersonating the assignee, which has the problem_coordinator role

• Tester is impersonating a user with communications.manager role

In the Quebec release of Change management, what new architectural features were added?

• Change Flows, Change Designer and Change Approval Matrix

• Change Models, Change Flows and State Transition Models

• Change PIR Assessments, Change Designer and Change Approval Policies

• Catalog builder and Change Designer

Incidents are stored in what table?

• Incident [sn_incident]

• Incident [sn_task_incident]

• Incident [task_incident]

• Incident [incident]

What is the trigger for the Change - Normal - Assess Flow?

• A Change request using the Normal Change model is moved to the Assess state

• A Change request using the Normal Change model is created

• A Change request using the Normal Change model is Low Risk, and is moved to the Assess state

• A Change request using the Normal Change model is Assigned to a group

What optional Incident table is extended from the Task table?

• Child Incident [incident_child]

• Major Incident [major_incident]

• Incident Task [incident task]

• Parent Incident [incident_parent]

Where should an admin go to view all of the search queries entered by users in the knowledge search?

• Knowledge queries application

• Search logs application

• [kb_feedback] table

• [kb_view] table

When building out a service catalog, categorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain categories? (Choose three.)

• catalog_builder_editor

• catalog_editor

• catalog_manager

• itil_admin

• catalog_admin

Which Service Portfolio Management phase does a service belong to when it is in operational state?

• Pipeline

• Catalog

• Retired

• Active

When configuring stages in Flow Designer, what are some of the options that can be done? (Choose two.)

• Define a Service Level Agreement for a stage

• Stage labels and names can be changed

• States for the requested item records can be renamed

• Estimated durations can be set

Which role would give you access to the CI Class Manager?

• ecmdb_admin

• sn_class_manager

• class_manager

• ecmdb

Inside a change flow, you can automate a task with a sequence of related steps, like looking up a record, creating a record, or applying a policy. What is this component of the flow called?

• Flow Activities

• Flow Actions

• Flow Tasks

• Action Pills

• Flow Steps

What would you use to create Incident records, based on email sent by users or systems?

• Inbound Flow Action

• Transform Map

• Data Collection Job

• Record Producer

When you create a problem from an incident, impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don't want the values from incident to be copied over.

What module would you use to make this adjustment?

• Problem > Administration > Problem Properties

• System Policy > Rules > Priority Lookup Rules

• Incident > Administration > Incident Properties

• ITSM > Administration > Properties

In the baseline implementation, what are key relationships between Change and Configuration Item (CI) records? (Choose three.)

• One Change can be submitted for multiple CIs

• The CI Manager is part of the change approval workflow

• A CI can be affected by a change, even if it is not the CI being changed

• The CI Support Group is responsible for change implementations

• Changes should reference at least one CI

A tester reports a bug, because they submitted a Known Error article from a Problem record, but it is not visible from the Known Error database. What could cause this?

• The Problem Management Best Practice - Madrid - Knowledge Integration plugin has not been activated

• The user criteria on the knowledge base is incorrect

• The tester is not impersonating an itil user

• The article is in draft state, but has not been published

Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot. How do you explain this?

• The technical resources working on the problem investigation are focused on the technical details, and may provide information that is not useful for the callers

• The problem coordinator is the only role with the ability to recall a message

• The problem coordinator is responsible for approving or rejecting the proposed message

• The message will be automatically displayed on the Portal

• The technical resources working on the problem investigation are focused on the technical details, and may provide information that is not useful for the callers

When a Service Desk again shares a "How to" item with a customer, what type of record is being shared?

• Knowledge article

• Content object

• Information item

• How to document

You have just released a new Change Model to the testers. Testers report they can see the old change models, but cannot see the new change model on the change landing page.

What could cause this?

• Testers need itil role to see the change models

• New change models are only visible to Change Managers

• Workflow has not been published

• New change model needs Active to be set to True

A new problem manager wants a high level view of the activities in problem management.

What module do you recommend?

• Problem > Process Health Dashboard

• ITIL Manager > Homepage

• Problem > Overview

• Problem > Homepage

• Problem > Dashboard

From which table, is the Incident table extended?

• Ticket [ticket]

• Task [sn_task]

• Task [task]

• Work [sn_work]

When using the Email Client, what is the difference between an Email Template and a Quick Message?

• Email templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role

• Email Templates are included with ITSM; Quick Messages are new with Machine Learning

• Email Template is defined and automatically applied when the email form launches; Quick Messages are defined and then can be manually applied by the user

• Email Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot

When using the Knowledge - instant Retire workflow, how does the Valid to date enact a Knowledge article?

• On Valid to date, article is automatically retired

• On Valid to date, the article is archived

• On Valid to date, retire notification is sent to the Knowledge base owner

• On Valid to date, retire notification is sent to the Knowledge article author

What defines which catalog items, and in what order, are included in an Order Guide?

• Rules

• UI policies

• Order guide template

• Variable sets