CIS-ITSM 03-2018 Quiz

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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?

Details needed to manage and operate hardware and software (C) Signup and view all the answers

What is the primary focus of Asset Management?

Financial aspects of hardware and software (C) Signup and view all the answers

What is the goal of Asset Management?

To document an asset throughout its usable life (D) Signup and view all the answers

Who can reopen a closed Incident?

Users with the admin role (A) Signup and view all the answers

What feature do ESS users have on resolved Incidents?

Reopen Incident button (B) Signup and view all the answers

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

Problem Create Knowledge (A) Signup and view all the answers

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

Record Producer [sc_cat_item_producer] (B) Signup and view all the answers

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

False (D) Signup and view all the answers

How many days after resolution are Incidents automatically closed?

One Day (C) Signup and view all the answers

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

Impact and Urgency (B) Signup and view all the answers

What is the goal of Incident Management?

To restore normal service operation as quickly as possible (C) Signup and view all the answers

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

To create a knowledge article when a problem is resolved (D) Signup and view all the answers

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

Draft (D) Signup and view all the answers

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

To help users with common issues (B) Signup and view all the answers

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

Root Cause Analysis (D) Signup and view all the answers

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

The child Incidents are not updated (D) Signup and view all the answers

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

Their name is shown in red in the Caller field (D) Signup and view all the answers

What is a best practice for using Service Catalog Categories?

Organizing Categories in a way that the audience will understand (B) 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?

To display a custom set of fields (B) Signup and view all the answers

When is a Root Cause Analysis conducted?

During Problem Management Investigation and Diagnosis (C) Signup and view all the answers

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

State, Close Notes, Close Code, Comments, and Work Notes (C) Signup and view all the answers

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

To determine who can see Categories and Items (C) Signup and view all the answers

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

Nobody (D) Signup and view all the answers

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

Use the State name Constant (C) Signup and view all the answers

What is the benefit of using State Constants in code?

It allows for easier reporting across multiple types of tasks (D) Signup and view all the answers

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

ServiceNow's Product Documentation site (D) Signup and view all the answers

What is the purpose of the ChangeRequestStateHandler?

To provide Constants for referencing Change States in code (A) Signup and view all the answers

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

Use the State Constants (D) 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?

The nobody role takes precedence, and the operation is restricted (A) 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?

Duration [calendar_duration] (C) Signup and view all the answers

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

Email Templates (C) Signup and view all the answers

What outlines the ways Changes may be related to Incidents?

Incidents may be caused by Changes. Investigation of Incidents may indicate the need for a Change (B) 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?

Choice [sys_choice] (C) Signup and view all the answers

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

itil_admin or admin (B) Signup and view all the answers

What is Performance Analytics used for?

Analyzing incident metrics (A) Signup and view all the answers

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

Metric (C) 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?

Choice [sys_choice] (A) Signup and view all the answers