40 Questions
What happens to an Incident when it is placed in a Resolved State?
It becomes read-only for non-administrators
What is used to group and standardize common recurring Catalog Variables?
Variable Sets
Which platform feature is used to track field value durations?
Metric
What is the primary focus of Configuration Management?
Details needed to manage and operate hardware and software
What is the primary focus of Asset Management?
Financial aspects of hardware and software
What is the goal of Asset Management?
To document an asset throughout its usable life
Who can reopen a closed Incident?
Users with the admin role
What feature do ESS users have on resolved Incidents?
Reopen Incident button
What is the name of the business rule that creates a knowledge article when a problem is resolved?
Problem Create Knowledge
What is the table extended from in the Standard Change Template [std_change_record_producer]?
Record Producer [sc_cat_item_producer]
Can manually added Change Tasks be used to assign individual implementation steps to other groups or individuals?
False
How many days after resolution are Incidents automatically closed?
One Day
What two fields are used to calculate priority on an Incident?
Impact and Urgency
What is the goal of Incident Management?
To restore normal service operation as quickly as possible
What is the purpose of the 'Problem Create Knowledge' business rule?
To create a knowledge article when a problem is resolved
What is the workflow state of a newly created knowledge article?
Draft
What is the primary goal of deflecting the creation of Incidents?
To help users with common issues
What is included in the Problem Management Investigation and Diagnosis activities?
Root Cause Analysis
What happens to the child Incidents when the Priority and Assignment Group of a Parent Incident are updated?
The child Incidents are not updated
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
What is a best practice for using Service Catalog Categories?
Organizing Categories in a way that the audience will understand
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
When is a Root Cause Analysis conducted?
During Problem Management Investigation and Diagnosis
What is updated on a Child Incident when a Parent Incident is updated?
State, Close Notes, Close Code, Comments, and Work Notes
What is the purpose of User Criteria when used in the Service Catalog application?
To determine who can see Categories and Items
What role is required to edit the Type field on a Change Request?
Nobody
When evaluating Change request states in a script include, which method is preferred for referencing a State?
Use the State name Constant
What is the benefit of using State Constants in code?
It allows for easier reporting across multiple types of tasks
Where can you find detailed instructions on adding new states to the state model?
ServiceNow's Product Documentation site
What is the purpose of the ChangeRequestStateHandler?
To provide Constants for referencing Change States in code
What is the best practice when referring to States in code?
Use the State Constants
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
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]
Which feature is used to standardize the body of outbound email notifications?
Email Templates
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
On an Incident form, which table stores the list of potential field values displayed in the Category and Subcategory fields?
Choice [sys_choice]
In the baseline platform configuration, which role is required to perform a specific Incident Management function?
itil_admin or admin
What is Performance Analytics used for?
Analyzing incident metrics
Which platform feature is used to determine whether an Incident meets the conditions for First Call Resolution?
Metric
Which table stores the list of potential field values displayed in the Category and Subcategory fields on an Incident form?
Choice [sys_choice]
This quiz assesses knowledge of CIS-ITSM 03-2018, covering incident management and resolution processes. It tests understanding of incident status, user roles, and access permissions.
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