CIS-ITSM 03-2018 Quiz
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Questions and Answers

What happens to an Incident when it is placed in a Resolved State?

  • It can be reopened by any user
  • It is deleted from the system
  • It becomes read-only for non-administrators (correct)
  • It is automatically escalated to a higher level

    • What is used to group and standardize common recurring Catalog Variables?

  • Variable Groups
  • Variable Sets (correct)
  • Catalog Sets
  • Recurring Variables

    • Which platform feature is used to track field value durations?

  • Metric (correct)
  • Variable
  • Asset
  • Catalog

    • What is the primary focus of Configuration Management?

    <p>Details needed to manage and operate hardware and software</p> Signup and view all the answers

    What is the primary focus of Asset Management?

    <p>Financial aspects of hardware and software</p> Signup and view all the answers

    What is the goal of Asset Management?

    <p>To document an asset throughout its usable life</p> Signup and view all the answers

    Who can reopen a closed Incident?

    <p>Users with the admin role</p> Signup and view all the answers

    What feature do ESS users have on resolved Incidents?

    <p>Reopen Incident button</p> Signup and view all the answers

    What is the name of the business rule that creates a knowledge article when a problem is resolved?

    <p>Problem Create Knowledge</p> Signup and view all the answers

    What is the table extended from in the Standard Change Template [std_change_record_producer]?

    <p>Record Producer [sc_cat_item_producer]</p> Signup and view all the answers

    Can manually added Change Tasks be used to assign individual implementation steps to other groups or individuals?

    <p>False</p> Signup and view all the answers

    How many days after resolution are Incidents automatically closed?

    <p>One Day</p> Signup and view all the answers

    What two fields are used to calculate priority on an Incident?

    <p>Impact and Urgency</p> Signup and view all the answers

    What is the goal of Incident Management?

    <p>To restore normal service operation as quickly as possible</p> Signup and view all the answers

    What is the purpose of the 'Problem Create Knowledge' business rule?

    <p>To create a knowledge article when a problem is resolved</p> Signup and view all the answers

    What is the workflow state of a newly created knowledge article?

    <p>Draft</p> Signup and view all the answers

    What is the primary goal of deflecting the creation of Incidents?

    <p>To help users with common issues</p> Signup and view all the answers

    What is included in the Problem Management Investigation and Diagnosis activities?

    <p>Root Cause Analysis</p> Signup and view all the answers

    What happens to the child Incidents when the Priority and Assignment Group of a Parent Incident are updated?

    <p>The child Incidents are not updated</p> Signup and view all the answers

    What is a characteristic of a user with the VIP field set to true on their User record?

    <p>Their name is shown in red in the Caller field</p> Signup and view all the answers

    What is a best practice for using Service Catalog Categories?

    <p>Organizing Categories in a way that the audience will understand</p> Signup and view all the answers

    What is the purpose of the view that can be configured to control the fields displayed when a user hovers over the reference icon next to a reference field?

    <p>To display a custom set of fields</p> Signup and view all the answers

    When is a Root Cause Analysis conducted?

    <p>During Problem Management Investigation and Diagnosis</p> Signup and view all the answers

    What is updated on a Child Incident when a Parent Incident is updated?

    <p>State, Close Notes, Close Code, Comments, and Work Notes</p> Signup and view all the answers

    What is the purpose of User Criteria when used in the Service Catalog application?

    <p>To determine who can see Categories and Items</p> Signup and view all the answers

    What role is required to edit the Type field on a Change Request?

    <p>Nobody</p> Signup and view all the answers

    When evaluating Change request states in a script include, which method is preferred for referencing a State?

    <p>Use the State name Constant</p> Signup and view all the answers

    What is the benefit of using State Constants in code?

    <p>It allows for easier reporting across multiple types of tasks</p> Signup and view all the answers

    Where can you find detailed instructions on adding new states to the state model?

    <p>ServiceNow's Product Documentation site</p> Signup and view all the answers

    What is the purpose of the ChangeRequestStateHandler?

    <p>To provide Constants for referencing Change States in code</p> Signup and view all the answers

    What is the best practice when referring to States in code?

    <p>Use the State Constants</p> Signup and view all the answers

    What happens when the 'Admin Overrides' flag is set to true on an ACL, but the role is set to nobody?

    <p>The nobody role takes precedence, and the operation is restricted</p> Signup and view all the answers

    Which field on the Incident table automatically tracks the total elapsed time between when an Incident is created until the time it is resolved?

    <p>Duration [calendar_duration]</p> Signup and view all the answers

    Which feature is used to standardize the body of outbound email notifications?

    <p>Email Templates</p> Signup and view all the answers

    What outlines the ways Changes may be related to Incidents?

    <p>Incidents may be caused by Changes. Investigation of Incidents may indicate the need for a Change</p> Signup and view all the answers

    On an Incident form, which table stores the list of potential field values displayed in the Category and Subcategory fields?

    <p>Choice [sys_choice]</p> Signup and view all the answers

    In the baseline platform configuration, which role is required to perform a specific Incident Management function?

    <p>itil_admin or admin</p> Signup and view all the answers

    What is Performance Analytics used for?

    <p>Analyzing incident metrics</p> Signup and view all the answers

    Which platform feature is used to determine whether an Incident meets the conditions for First Call Resolution?

    <p>Metric</p> Signup and view all the answers

    Which table stores the list of potential field values displayed in the Category and Subcategory fields on an Incident form?

    <p>Choice [sys_choice]</p> Signup and view all the answers

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