2/23/2019 CIS-ITSM

CIS-ITSM Saswata

Your score: 95% (147 points out of 155)

Question #1 (1 point)

True or False: Once an Incident is placed in a Resolved State, the Caller may no longer re-open the Incident.

Your answer:
False Correct
Explanation:

Closed incidents are read-only for non-administrators.

Incidents can only be reopened by users with the admin role.
Users with the itil role cannot reopen closed incidents.
ESS users have a Reopen Incident button on resolved Incidents.

SN Docs: Reopen incidents

Question #2 (1 point)

Common recurring Catalog Variables can be grouped and standardized using _________.

Your answer:
Variable Sets Correct
Explanation:

(page 320 from course materials)

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SN Docs: Service catalog variable sets

Question #3 (1 point)

Which platform feature is used to track field value durations, such as the length of time an Incident spent in each State
or the length of time an Incident was assigned to each group?

Your answer:
Metric Correct
Explanation:

(page 113 course materials)

Question #4 (1 point)

Fill in the blanks:

_______________ is primarily focused on the details needed to manage and operate hardware and software.

_______________ is primary focused on the financial aspects of hardware and software.

Your answer:
Configuration Management, Asset Management Correct
Explanation:

Asset Management

Asset Management, monitors and maintains things of financial value to an entity or

group. It may apply to both tangible assets such as buildings, computers, hardware or
software and to intangible concepts such as intellectual property and goodwill.

Something that has intrinsic value to a person or an enterprise.

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The goal of Asset Management is to effectively document an asset throughout its usable life. Asset management is
a systematic process of planning, acquiring, deploying, managing, and disposing of assets in a cost-effective way

Configuration Management

The Process responsible for maintaining information about Configuration Items required
to deliver an IT Service, including their Relationships. This information is managed
throughout the Lifecycle of the CI. Configuration Management is part of an overall
Service Asset and Configuration Management Process.

Entity or thing that you with to track that is required for the delivery of a service.

CIs are the objects or things we care about.

CIs have attributes that describe the objects.

Question #5 (1 point)

True or False:

In the baseline configuration, Service Level Agreements use percentages of SLA Duration to determine when to send
Breach Warnings and Breach Notice notifications.

Your answer:
True Correct
Explanation:

Question #6 (1 point)

In which phase of the Incident Management lifecycle do Incidents typically get escalated?

Your answer:
Investigation and Diagnosis Correct
Explanation:

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Page 49 in course materials

During the Investigation and Diagnosis phase, you will research the incident and analyze/diagnose the issue.
Analysis of the issue may indicate that the incident needs to be escalated to a particular group for resolution.

Question #7 (1 point)

Which of the following is NOT a consideration when determining the need for multipe Service Catalogs?

Your answer:
Size of the company Correct
Explanation:

Page 292 in course material

Question #8 (1 point)

In Change Management, the Risk Calculator is used to:

Your answer:
Determine the Risk and Impact of the Change based on Risk Conditions Correct
Explanation:

Page 223 in course materials

Question #9 (1 point)
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Which of the following represents a benefit of implementing Knowledge Management?

Your answer:
Deflecting the creation of Incidents so users may help themselves with common issues Correct
Explanation:

Page 145 in course materials

Question #10 (1 point)

Problem Management Investigation and Diagnosis activities include __________.

Your answer:
Conduct a Root Cause Analysis Correct
Explanation:

Page 376 in course materials

Question #11 (1 point)

A Parent Incident is updated to reflect a new Priority and a new Assignment Group. Which of the following represents
corresponding updates made automatically to child Incidents?

Your answer:
No automatic updates are made to child Incidents Correct
Explanation:

Page 95 in course materials

Priority and Assignment group on Parent Incident don't update Child Incidents
State, Close Notes, Close Code, Comments, and Work Notes may be updated on Child Incident based on Parent
Incident update

Question #12 (1 point)

A user has the VIP field set to true on their User [sys_user] record. When that user is selected as the Caller on an
Incident, which of the following statements are true in a baseline platform configuration? Select all that apply.

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Your answer:
The user's name is shown in red in the Caller field, A 'VIP' decoration is displayed next to the Caller field Correct
Explanation:

Page 61 in course material

Question #13 (1 point)

Best Practices for using Service Catalog Categories include __________.

Your answer:
Organize Categories in a way that your audience will understand Correct
Explanation:

Page 292 in course materials

Question #14 (1 point)

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

Your answer:
sys_popup Correct
Explanation:

Page 62 in course materials

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Question #15 (1 point)

In the baseline platform configuration, a end-user with no assigned roles can read an Incident when they are
_________.

Your answer:
Caller, Opened By or on the Watch List Correct
Explanation:

Page 52 in course materials

The diagram below shows that a user (no roles) can read an Incident if they are in the opened_by, caller, or watch_list
field.

Question #16 (1 point)

An Order Guide can include multiple Items. Items have common variables, such as Shipping Location, and Requester.
Which field on the Order Guide, when set to true, automatically copies the common variable values to corresponding
variables on each included Item?

Your answer:
Cascade Variables Correct
Explanation:

Page 317 in course materials

Question #17 (1 point)

When referring to the State of an Incident in server-side code (such as in a Script Include, Business Rule, or UI Action),
which method is the preferred way to refer to the State field value?

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Your answer:
If a Constant has been defined, such as Incident.State.IN_PROGRESS, use the Constant Correct
Explanation:

Page 87 in course materials

"As a best practice, refer to States in code using the Constants rather than values"

Question #18 (1 point)

Which field on a Configuration Item record may be used to expedite Incident routing and resolution?

Your answer:
Support Group [support_group] Correct
Explanation:

p63

Question #19 (1 point)

Which of the following describes the way Changes may be related to Incidents?

Your answer:
Incidents cause Changes. Investigation of Changes may indicate the need of Incidents (?) to be generated
Incorrect
Correct answer:
Incidents may be caused by Changes. Investigation of Incidents may indicate the need of a Change
Explanation:

p205

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Question #20 (1 point)

Which of the following actions on the Incident table require the itil_admin role?

Your answer:
Delete Incident Correct
Explanation:

Page 52 in course materials

Question #21 (1 point)

Which of the following statements reflects when the Actual Start and Actual End date fields are populated on a Change
Request? Actual start is set when the __________.

Your answer:
State changes to Implement. Actual End is set when the State changes to Review Correct
Explanation:

p220

Actual start date and Actual end date are set by functions in the Change Request State Model
Script Includes. When the state changes to Implement, the Actual Start date is set to the cu rrent
date/ time. When t he state changes to Review, the Actual End date is populated.

Question #22 (1 point)

In the baseline platform configuration, which of these are required when closing a Normal Change? Select all that
apply.

Your answer:
Close Code, Close Notes Correct
Explanation:

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By the time you arrive at the juncture where you would close the change request, the approval has already occurred,
and the Post-Implementation Review (task) has also transpired.

All that's left are:

"Close Code",
"Close Notes"

CAB Approval - TRICK ANSWER. It's

already been approved by the time
you go to close the change
Close Code - These occur at time of
CR close.
Close Notes - These occur at time of
CR close.
TRICK ANSWER. This is a task that's
already been dealt with.

Question #23 (1 point)

REVIEW

Which key performance indicators can be influenced by effective Problem Management? Select all that apply.

Your answer:
% of high priority Problems, Average time to close a Problem Correct
Explanation:

p375

Question #24 (1 point)

Which of the following ITIL terms refers to the cause of one or more Incidents that is typically unknown at the time of
detection?

Your answer:
Problem Correct

Question #25 (1 point)

In the baseline configuration, ONLY Emergency Changes require a Post-Implementation Review (PIR).

Your answer:
False Correct
Explanation:

page 214

page 252 describes PIR in baseline

Question #26 (1 point)

The Change Management lifecycle steps, in order, include:

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Your answer:
Creation and Scoping -> Approval -> Implementation -> Closure Correct
Explanation:

p213

Question #27 (1 point)

When the Change Management - Risk Management plugin is enabled, which of the following statements reflects how
the Risk of a Change Request will be set?

Your answer:
Risk will be set to the highest Risk value evaluated by the Risk Calculator and Risk Assessment Correct
Explanation:

p222 - 223

The Change Management - Risk Assessment plugin adds an additional factor to be used when
calculating risk. Risk assessment surveys may be defined based on type of change or other
condition. Then, users may click Fill Out Risk Assessment and complete the survey questions.
Responses are scored and t he overall score is matched against thresholds to calculate risk.

When the Calculate Risk UI Action is triggered, Risk Conditions are evaluated in order and the
highest Risk value is returned

Question #28 (1 point)

On the Change Record form, the Process Flow Formatter is used to __________.

Your answer:
Visually depict the Change Workflow Correct
Explanation:

p225

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Question #29 (1 point)

REVIEW

Which of the following features are available through the Change Management - CAB Workbench application? Select all
that apply.

Your answer:
Invite delegates to CAB meetings to discuss specific Changes, Determine CAB agenda with a specified amount of time
allocated to each Change, Update Work Notes on Changes based on meeting minutes added while a Change is active
agenda item Incorrect
Correct answer:
Invite delegates to CAB meetings to discuss specific Changes, Determine CAB agenda with a specified amount of time
allocated to each Change
Explanation:

https://[INSTANCE].service-now.com/cab?id=cab_calendar

Page 247-248 from course materials

SN Docs: https://docs.servicenow.com/bundle/jakarta-it-service-management/page/product/change-
management/concept/manage-cab-meeting-using-cab-workbench.html

Question #30 (1 point)

True or False:

Change Management uses the workflow engine by default to facilitate approvals and processing for each type of
Change, including Emergency, Normal, and Standard.

Your answer:
True Correct
Explanation:

p243 - workflow (-engine)

p245 - workflow emergency

Question #31 (1 point)

True or False:

In the baseline platform configuration, when a Knowledge Article is flagged by a user as being incomplete or incorrect,
a notification is sent to the Knowledge Base Owner.

Your answer:
False Correct
Explanation:

Page 186

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Question #32 (1 point)

Knowledge Ratings are stored in the _________ table.

Your answer:
Knowledge Feedback [kb_feedback] Correct
Explanation:

p185-186

Question #33 (1 point)

In a Service Catalog, Content Items can include each of the following EXCEPT:

Your answer:
Cross-references to Catalog content Correct
Explanation:

p308

p366

Question #34 (1 point)

On an Incident, which of the following conditions will trigger the Reopen Count field value to be incremented?

Your answer:
State changes from Resolved to Open Correct
Explanation:

Page 114 in course materials

Question #35 (1 point)

When does a State of On Hold pause an SLA?

Your answer:
Depends upon the SLA conditions Correct
Explanation:

"an SLA" Not all SLA's observe the same Pause conditions. They are configured per SLA.

Page 284

Question #36 (1 point)

Which of the following is NOT included in the Incident Management Lifecycle?

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Your answer:
Approval and Fulfillment Correct
Explanation:

Page 49 in course materials

Question #37 (1 point)

How are Additional Comments and Work Notes intended to be used in notifications?

Your answer:
Additional Comments - communicate with end users; Work Notes - communicate with IT staff Correct
Explanation:

p67
set Additional comments (Customer visible)

Question #38 (1 point)

Which mechanism is used to set the number of days (integer) after which Resolved Incidents are automatically closed?

Your answer:
System Property Correct
Explanation:

Page 111 in course materials

glide.ui.autoclose.time

Question #39 (1 point)

Which role is required to close a Problem?

Your answer:
itil Correct

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Explanation:

itil closes problem

itil_admin can delete a problem

Question #40 (1 point)

Which of the following is the GOAL of Problem Management?

Your answer:
Prevent Problems and resulting Incidents from happening, to eliminate recurring Incidents, and to minimize impact of
Incidents that cannot be prevented Correct
Explanation:

p374 graphic:
Action and Value Implementing Problem Management can help you:

Prevent Problems and resulting Incidents from happening

Eliminate recurring Incidents •
Minimize the impact of Incidents

ITIL definition:
The primary objectives of problem management are to prevent problems and resulting incidents from happening,
to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented. The Information
Technology Infrastructure Library defines a problem as the cause of one or more incidents.

Question #41 (1 point)

In Problem Management, which element must be edited to modify the field mappings when Knowledge Articles are
generated from ACTIVE Problem records?

Your answer:
Problem Create Knowledge Business Rule Correct
Explanation:

https://[INSTANCE].service-now.com/nav_to.do?uri=sys_script.do?sys_id=877c97b80a0a3c740147ca0a46126576

BR Name: "Problem Create Knowledge"

BR Condition:
current.problem_state.changesTo(4) && current.knowledge == true
BR Script (snip):

function submitDirect() {
var kb = new GlideRecord("kb_knowledge");
kb.source = current.sys_id;
kb.short_description = current.short_description;
kb.sys_domain = current.sys_domain;
kb.text = current.work_notes.getHTMLValue();
kb.workflow_state = 'draft';
kb.kb_knowledge_base = gs.getProperty("glide.knowman.task_kb", "dfc19531bf2021003f07e2c1ac0739ab");
kb.insert();

Question #42 (1 point)

The Standard Change Template [std_change_record_producer] table is extended from the ____.

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Your answer:
Record Producer [sc_cat_item_producer] Correct
Explanation:

p283

p319

Question #43 (1 point)

True or False:

In Change Management, manually added Change Tasks allow the Change owner to maintain accountability for a
Change Request while assigning the individual implementation steps to other groups or individuals.

Your answer:
False Correct

Question #44 (1 point)

What is the default number of days (integer) after which Resolved Incidents are automatically closed?

Your answer:
One Day Correct
Explanation:

Page 111 in course material

Question #45 (1 point)

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

Your answer:
Impact and Urgency Correct
Explanation:

Page 89 in course material

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Question #46 (1 point)

Which one of the following is the GOAL of Incident Management?

Your answer:
Restore normal service operation as quickly as possible with minimal disruption to the business Correct
Explanation:

p47

ITIL Definitiion of Incident Management:

The first goal of the incident management process is to restore a normal service operation as quickly as possible and
to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and
availability are maintained. 'Normal service operation' is defined here as service operation within service-level
agreement (SLA). It is one process area within the broader ITIL and ISO 20000 environment.

Question #47 (1 point)

In Incident Management , which of the following States are considered Active?

Your answer:
New, In Progress, On Hold, Resolved Correct

Question #48 (1 point)

Which ServiceNow feature allows users to contact the Service Desk agents using Chat Queues and allows Service Desk
agents to open Incidents directly from Chat sessions with users?

Your answer:
Connect Support Correct
Explanation:

p132

Question #49 (1 point)

True or False:

Users with the itil role can delete an Incident.

Your answer:
False Correct
Explanation:
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Page 52 in course material

Question #50 (1 point)

Guided Setup provides step-by-step instructions for loading Foundational Data, which includes __________.

Your answer:
Companies, Users, Groups, Roles, Departments, Locations Correct
Explanation:

Page 44 in course material

Question #51 (1 point)

Under which circumstances can a user with the itil role create a Problem record from an Incident record?

Your answer:
When the Incident is not Closed and when there is not already an existing Problem associated with the Incident
Correct
Explanation:

p385

p365

Not already associated with Problem Record

Question #52 (1 point)

The Incident Task [incident_task] table is extended from the _________ table.

Your answer:
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Task [task] Correct

Explanation:

Page 51 in course materials

Incident extends from Task table

Incident Task also extends from Task

Question #53 (1 point)

When viewing a list of Tasks, which field identifies whether the Task is an Incident, Problem, Change, etc.?

Your answer:
Task Type [sys_class_name] Correct
Explanation:

p91 (sorta)

Question #54 (1 point)

Which of the following is NOT a typical method to propose a new Standard Change?

Your answer:
Toggle the Template Bar on an Existing Change and click + to add a new Template Correct
Explanation:

ServiceNow Docs: "Create a standard change proposal "

https://docs.servicenow.com/bundle/jakarta-it-service-management/page/product/change-
management/task/t_ManageStandardChangeProposals.html

Question #55 (1 point)

In the baseline platform configuration, if a Change approver rejects an approval for a Normal Change, what will the
State of the Change be set to?

Your answer:
New Correct
Explanation:

p244

"If one group member rejects, a notice is sent to the requester and the change is updated with a State = New and
Approval = Rejected."

Question #56 (1 point)

In the baseline platform configuration for an Emergency Change, __________ is required before a Change can be
scheduled.

Your answer:
CAB Approval Correct
Explanation:

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p245

Question #57 (1 point)

In Problem Management, when using the Communicate Workaround Related Link, which of the following conditions
must be met for the workaround to be communicated? Select all that apply.

Your answer:
Incident must be Active, Incident is associated with the Problem record Correct
Explanation:

p396

The Communicate Workaround UI Action may be used to pass Problem record comments to activeIncidents. The UI
Action will pass only the most recent workaround.

Question #58 (1 point)

In the baseline platform configuration, the Problem States include _________.

Your answer:
Open, Pending Change, Known Error, Closed/Resolved Correct
Explanation:

p386

sys_choice.list where table == problem and

problem state en 1 Open false 1

problem state en 3 Pending Change false 2
problem state en 2 Known Error false 3
problem state en 4 Closed/Resolved false 4

Question #59 (1 point)

True or False:

Conflict Detection must be triggered manually for Changes using the Check Conflicts UI action.

Your answer:
False Correct
Explanation:

p220, 221

"The Check Conflicts UI Action runs the Conflict Detection logic manually and populates the results in the embedded list
view."

D Manual
D Insert or Update of Change Records

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D As Scheduled Jobs based on lead time

to Planned Start

Question #60 (1 point)

Select the ServiceNow functionality that may be used in the Assess phase of Change Management to evaluate the
potential impact of a Change.

Your answer:
Risk Assessment Correct
Explanation:

p212

Question #61 (1 point)

What is the minimum role required for a user to create an Emergency Change?

Your answer:
itil Correct
Explanation:

p52
Use Case Diagram

Question #62 (1 point)

In Change Management, which record should be modified to restrict when a Change can move to a specific state?

Your answer:
ChangeRequestStateModel Script Include Correct
Explanation:

p225

• Displayed through the Process Flow on Change Record

• Managed by state model Script Includes
• ChangeRequestStateModel* standard
------------- Important
Script Includes with SNC in the name
are read-only, baseline code

• ChangeRequestStateModel* normal
• ChangeRequestStateModel* emergency

Versions without SNC in the name extend SNC

versions and

Question #63 (1 point)

A customer would like to modify the wording that appears when a user selects Change > Create New. Which type of
record must be adjusted?

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Your answer:
Interceptor Correct
Explanation:

The Edit Interceptor button can be used to:

• Modify wording on an existing option
• Modify the target URLs
• Add a new type of Change
Note: all interceptors can be found (and modified) at: System Definition > Interceptors.

Question #64 (1 point)

Change Tasks generated by the Change Request - Normal Change tasks workflow should include:

Your answer:
Standard, administrative tasks common to all Normal Changes Correct
Explanation:

Change tasks may be created manually or may be created automatically when Changes enter the
Implement phase and the workflow triggers a Change Request - <type> change tasks sub-workflow.
Change tasks that re late to t he specific Change being implemented should be created manually prior
to entering the Assess or Authorize States, so the specific Change Tasks involved may be
incorporated into the review process.
Automatically-generated tasks may include standard, administrative tasks common to all Changes of
a specific type. Automatically generated tasks per Change type include:
Emergency
• Implement
• Post implementation test ing
Normal
• Implement
• Post implementation testing

Standard
• Implement
• Post implementation testing

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Question #65 (1 point)

When evaluating Change Request States in a Script Include, which is the preferred method for referencing a State?

Your answer:
Use the State name Constant, such as ChangeRequestStateHandler.SCHEDULED Correct
Explanation:

p225

The Change Management process flow is displayed in the Process Flow Formatter at the top of the Change Request
form. If a new state is added or the label for a Change type is to be changed, the
Process Flow must be updated.

ChangeRequestStateHandler* includes:
• Constants to use when referring to Change States within code.
• Functions such as isNext, moveTo, canMoveTo, canMoveFrom, getNextStates, getStateName,
getStateValue, isOnHold.

Question #66 (1 point)

Which of the following statements is true when the Change Management - Risk Assessment plugin is enabled?

Your answer:
Both the Risk Calculator and Risk Assessment are used to determine Risk for a Change Correct
Explanation:

p222

Change Management - Risk Assessment

The Change Management - Risk Assessment plugin adds an additional factor to be used when calculating risk.
Risk assessment surveys may be defined based on type of change or other condition. Then, users may click Fill Out
Risk Assessment and complete the survey questions.
Responses are scored and t he overall score is matched against thresholds to calculate risk.

Question #67 (1 point)

Which of the following is NOT a method for creating Knowledge Articles within ServiceNow?

Your answer:
Generate from a Scheduled Report with a Target = Article Correct
Explanation:

p165

Question #68 (1 point)

Which of the following represents how Knowledge Management subscriptions and article versioning are enabled?

Your answer:

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Activation of the Knowledge Management Advanced Plugin Correct

Explanation:

use this plugin 10 install the Knowledge Management Advanced plugin. When you activate/upgrade this plugin, it will
dovalldations on
knowledge articles and knowledge bases to make sure that the Knowledge Management Advanced plugin can be
succesfully installed. II
validation fails. please look at the errors in the Plugin Activation logs and follow lnSll\lctlons given 10 fix them.
Once all the issues are fixed, please, run this plugln to install Knowledge Management Advanced.

Question #69 (1 point)

Which mechanism is used to specify who can read Articles and who can contribute Articles in a Knowledge Base?

Your answer:
User Criteria Correct
Explanation:

p151

1. Knowledge Base [kb_knowledge_base] does not extend from any other table.
2. Knowledge [kb_knowledge] contains Knowledge Articles.
3. Workflows facilitate the publishing and retirement processes and are set at the Knowledge Base
level.
4. User Criteria control who can read and who can contribute to Knowledge Bases. (User Criteria isalso available at t he
Article level.)
5. Social Q&A allows users to post and answer questions.
6. Knowledge Bases may be exposed through Service Portals.

Question #70 (1 point)

Which condition must be met to have a Knowledge Article display on the Knowledge Home Page in the Featured
Content section?

Your answer:
A record must be created in the Featured Content [kb_knowledge_keyword] table referencing the Article and a
keyword of "homepage" Correct
Explanation:

p156

Featured Content: This list collection displays articles entered in a Knowledge Base's Featured Content Related List and
associated with a keyword of 'homepage.'

Question #71 (1 point)

What Knowledge Management capability allows users to ask and answer questions amongst peers within a Knowledge
Base?

Your answer:
Social Q&A Correct
Explanation:

p151

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Social Q&A allows users to post and answer questions.

Question #72 (1 point)

How is access to Knowledge Articles administered?

Your answer:
User Criteria and User Roles Correct
Explanation:

p 151

Question #73 (1 point)

What are the primary record types in Configuration Management?

Your answer:
Relationship Type and Configuration Item (CI) Correct
Explanation:

p39

Question #74 (1 point)

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

- cmdb
---- cmdb_ci
---- ---- cmdb_ci_hardware
---- ---- ---- cmdb_ci_computer
---- ---- ---- ---- cmdb_ci_server
---- ---- ---- ---- ---- ---- cmdb_ci_win_server
---- ---- ---- ---- ---- ---- cmdb_ci_linux_server
---- ---- ---- ---- ---- ---- cmdb_ci_unix_server
---- ---- ---- ---- cmdb_ci_pc_hardware

Your answer:
CIs defined directly in the cmdb_ci_computer and all child classes Correct
Explanation:

p39

Question #75 (1 point)

A customer has a requirement to include a Catalog Item to order Microsoft Access in several Categories so that users
can find it easily. What is the best way to do this?

Your answer:
Add additional Categories in the Catalog Item's Categories Related List Correct
Explanation:

p299

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Note that Catalog Items may appear in multiple categories, allowing the user to locate items in
multiple locations. To add a Catalog Item to additional Categories, use the Categories Related List
on the Catalog item form.

Question #76 (1 point)

On a Service Catalog Item, a customer has a requirement that the start_date is before the end_date. Which approach
is recommended to satisfy this requirement?

Your answer:
Create a Catalog Client Script that triggers on Submit of the Item Correct
Explanation:

p 324

Catalog Client Scripts run client-side to control behavior of items presented to users. Use Catalog
Client Scripts to validate content, populate fields dynamically, or clear variable values based on
changes to other variables.

Question #77 (1 point)

Which of the following can be used as a 'non-code' alternative for some Catalog Client Scripts to populate data on an
Item?

Your answer:
Catalog Data Lookup Correct
Explanation:

p325

Question #78 (1 point)

For each Requested Item, a _________ enables the approval and delivery of that Item.

Your answer:
Workflow Correct
Explanation:

p344

Question #79 (1 point)

True or False:

A Requested Item may be associated with one or more Requests.

Your answer:
False Correct
Explanation:

p286

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Question #80 (1 point)

Which of the following Service Catalog records may serve as a container for multiple Requested Items?

Your answer:
Request Correct
Explanation:

p286

Question #81 (1 point)

True or False:

The Requested Item [sc_req_item] table is extended directly from the Task [task] table.

Your answer:
True Correct

Question #82 (1 point)

Primary tables associated with Request Fulfillment begin with the prefix __________.

Your answer:
sc_ Correct
Explanation:

p289

Question #83 (1 point)

Which one of the following represents the overall lifecylce of a Request?

Your answer:
Submittal -> Approval -> Fulfillment -> Closure Correct
Explanation:

p287

Question #84 (1 point)

In the baseline configuration for Service Catalog workflows, which of the following statements are true? Select all that
apply.

Your answer:
Requests with a value over $1000 require manager approval, Approvals will be skipped if there are no members in the
approval group Correct
Explanation:

p344

Question #85 (1 point)

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Which type of records use the default Variables Editor (formatter) to display Catalog Item Variables on a form?

Your answer:
Any type of record created from Record Producers Correct
Explanation:

p312, 315

Question #86 (1 point)

Which of the following may NOT be published in a Service Catalog?

Your answer:
Requested Item Correct
Explanation:

p286

Question #87 (1 point)

Which type of Service Catalog component allows a user to describe their needs, choose options, and then check out
ordering multiple items at once according to their selections?

Your answer:
Order Guide Correct
Explanation:

p316,356

Question #88 (1 point)

Which of the following is NOT a way Service Catalog Requests may be submitted in a baseline ServiceNow instance?

Your answer:
From an inbound email Correct
Explanation:

p340

Question #89 (1 point)

In knowledge management, which conditions must be met before the 'Import from Word' icon/ button appears on the
Knowledge management Home page?

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Your answer:
The user must meet the conditions in the Can Contribute User Criteria for at least one Knowledge Base OR have the
knowledge or Knowledge_admin role. Correct
Explanation:

p157

Import from Word: Allows one or more Word documents to be imported into a single Knowledge
Base and Category at a time. This icon is displayed only when User Criteria allows the user to
contribute content to at least one Knowledge Base or the current user has the knowledge role.

Question #90 (1 point)

When a user selects Change > New, they are presented with a ___________ to select the type of change instead of
being presented with a new Change form.

Your answer:
Interceptor Correct
Explanation:

p218

Question #91 (1 point)

Change Conflict Detection Scheduled jobs run with increasing frequency as a Change approaches the Planned start
date.

Your answer:
True Correct
Explanation:

p221

Planned start>= 1 month away - run every 7 days

• Planned start< 1 month away- run every 2 days
• Planned start< 1 week away- run daily

Question #92 (1 point)

For the majority of Catalog Items, the customer requires Quantity and Price to be displayed. However, for one Item,
the customer would like to omit these two fields. Which of the following approaches should be used to satisfy this
requirement?

Your answer:
Set 'Use cart Layout ' to false on the Catalog Item and set both 'No Quantity' and 'Omit Price in Cart' to true.
Correct
Explanation:

p311

Question #93 (1 point)

True or False:

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Database views must be used to report on Catalog Item Variables.

Your answer:
False Correct
Explanation:

p350

Question #94 (1 point)

Which of the following describes the purpose of User Criteria when used in the Service Catalog application?

Your answer:
Determine who can see Categories and Items Correct
Explanation:

p299

p308

Question #95 (1 point)

Which role is required to edit the Type field on a Change

Your answer:
nobody Correct
Explanation:

Kind of a trick question. Nobody role can't *really* be assigned to edit the 'type' field.

Answer: nobody.

p 153 -
Note: The nobody role indicates that no user role can perform an operation. Even if the 'Admin Overrides' flag is set to
true on an ACL, a role of nobody on the ACL takes precedence. Even a user with admin may not perform the
operation.

Question #96 (1 point)

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

Your answer:
Use the State name Constant, such as ChangeRequestStateHandler.SCHEDULED Correct
Explanation:

p 87:
in brief:
As a best practice, refer to States in code using the Constants rather than values.

(In reference to incident's stateHandler):

Even though there are Business Rules to keep values in sync, use State [state] rather than Incident State
[incident_state]. This is especially useful for reporting across multiple types of tasks, since State is available at the Task

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level. To impose prerequisites or limits for moving from one state to another, incorporate new logic in the lncidentState
Script Include. Detailed instructions on adding new states can be found at ServiceNow's Product Documentation site in
the article titled "Add a state to the state model."
As a best practice, refer to States in code using the Constants rather than values.

Answer: will include the word 'CONSTANT'

p 225 (more info about "Constants")

ChangeRequestStateHandler* includes:
• Constants to use when referring to Change States within code.
• Functions such as:

isNext,
moveTo,
canMoveTo,
canMoveFrom,
getNextStates,
getStateName,
getStateValue,
isOnHold.

ChangeRequestStateModel* <type> includes:

• to<state> _can Move - if there are conditions that must be met before a change can move to a particular state, add
the logic in the appropriate 'canMove' function. For example, if a customer would like all Change Tasks to be completed
before moving from Implement to Review, include
that validation in here.
• to<state> moving - if fields must be updated or other system processing defined when movingfrom one state to
another, include that logic in the appropriate 'moving' function.

For example:
When a Change is moving to the Implement state, populate the Work Start field with the current date I time.

Question #97 (1 point)

In the baseline platform configuration of Change Management, which of the following are controlled by the Change
Request - Normal workflow?

Your answer:
Approvals, Notifications, Rollback Correct
Explanation:

p218

p244

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Question #98 (1 point)

Which of the following statements are correct for Standard Changes. Select all that apply.

Your answer:
Standard changes are typically low risk and have detailed procedures, Standard changes can be automated Correct
Explanation:

YES - Standard changes are typically low risk and have detailed procedures

YES - Standard changes can be automated

NO - Standard Change procedures must be stored in a Knowledge base

NO - Standard changes don't have Change tasks

-------------------------------------------------------------------------

p218
Standard Change: "Select from available pre-approved change templates."

Standard Change: "Properties set to establish standards"

-------------------------------------------------------------------------

SN Docs:

Standard changes are pre-approved, low risk changes with a proven history of success. The standard change catalog
contains the changes that have been approved by the Change Management application as standard changes.

-------------------------------------------------------------------------
ITIL Definition of "Standard Change":
A standard change is a change to a service or infrastructure for which the approach is pre-authorised
by change management that has an accepted and established procedure to provide a specific change requirement.

^^suggests established procedure (similar to changes can be automated?)

Question #99 (1 point)

When can a user (who has no assigned roles in the system) close an Incident?

Your answer:
When the user is the caller and the Incident's state is Resolved Correct
Explanation:

p52

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ANSWER: When the user is the caller and the Incident's state is Resolved

Question #100 (1 point)

Which of the following can be used to standardize the body of Outbound email notifications?

Your answer:
Email Templates Correct
Explanation:

p97
Please do not miss this question. "Email Templates" is the ONLY reasonable answer.

Question #101 (1 point)

For an incident, which of the following are used when calculating the value of the Business Duration field?

Your answer:
SLA Schedule Correct
Explanation:

p114

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Question #102 (1 point)

Which type of record may be used to initiate the process to deploy a fix to an incident?

Your answer:
Change Request Correct
Explanation:

p376

Question #103 (1 point)

Which of the following DOES NOT describe the purpose of CMDB?

Your answer:
Inventory of IT assets in stock and available to Users Correct
Explanation:

p36

The Configuration Management Database (CMDB) is a centrally-managed and controlled system of

record for all IT service infrastructure components and t heir relationships. It is used by all IT Service
Management applications as a critica l analysis and decision-making support tool.

• Identifying the respective support and approval groups.

• Identifying the business criticality of affected Cls to aid in prioritizat ion and escalation.
• Identifying potential upstream or downstream impacts.

Question #104 (1 point)

Which of the following Service Catalog varibale types are not supported in Mobile interfaces? Select all that apply.

Your answer:
HTML, Label, UI Page, Container Start Correct

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Explanation:

p322

Data Variables NOT Allowed in MOBILE

Break
Container End
Container Split
Container Start
Email
HTML
Label
List Collector
Lookup Multiple Choice
Macro
Macro with Label
Masked
UI Page
URL

Question #105 (1 point)

The Requested Item table is extended directly from the Task table.

Your answer:
True Correct
Explanation:

p289

Question #106 (1 point)

Which of the following statements are correct for Standard Changes and Standard Change Templates? Select all that
apply.

Your answer:
Standard Changes do not require approvals, Creation of a Standard Change Template requires approval Correct
Explanation:

TRUE - Standard Changes do not require approvals

TRUE - Creation of a Standard Change Template requires approval

FALSE - Templates can be used only for Standard Changes (They can be used for other tables other than change)

FALSE - Standard Change Templates cannot include standard tasks huh? (MAKES VERY LITTLE SENSE SO IT'S
WRONG)

p218

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Standard Changes do not require Approvals (stated in the interceptor text)

p 230

Question #107 (1 point)

True or False:

The requested item table is extended directly from the task table

Your answer:
True Correct
Explanation:

SEE Question 105! THIS IS TRUE.

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Question #108 (1 point)

Which of the following functions is NOT enabled by the Change advisory board (CAB) workbench?

Your answer:
Provide video and chat capabilities during CAB meetings Correct
Explanation:

p247

The Workbench allows Change Managers to:

• Schedule a series of CAB meetings
• Manage meeting invitations and track meeting attendance
• Define CAB meeting agendas
• View a Change calendar
• Approve or reject Changes
• Review and take meeting notes

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Question #109 (1 point)

In the baseline platform configuration, the appropriate Workflow to be attached to a Change Request is determined
based on _________ ?

Your answer:
Workflow conditions matching Change request field values Correct
Explanation:

p225

p208

TRUE - Workflow conditions matching Change request field values

Question #110 (1 point)

True or false:

XML exports of Knowledge Articles include Text but DO NOT include attachments.

Your answer:
False Correct
Explanation:

p168

Articles may also be moved from one ServiceNow instance to another using XML Export and XML
Import. The XML files generated will include article attachments.

Question #111 (1 point)

True or False:

When viewed through a Service Portal, Service Catalog Items may be formatted with a maximum of two columns.

Your answer:
True Correct
Explanation:

p322

Limitations for Service Portals

• Formatters may contain a maximum of 2 columns.
• Variable Sets with formatters may contain a maximum of 2 columns.
• Widgets should be used instead of Macros and Macros with Labels.
• UI Pages are not supported

Question #112 (1 point)

Which of the following conditions can be evaluated by Change Management Conflict Detection? Select all that apply.

Your answer:
Changes schedule outside of a CI's maintenance window, Changes scheduled during blackout time periods, Conflicts for
all Affected CIs Correct

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Explanation:

p221

Question #113 (1 point)

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

Your answer:
Impact and Urgency Correct
Explanation:

Page 89 in course material

Question #114 (1 point)

When an end-user (with no roles in the platform) submits an Incident using the Self-Service interface or Service Portal,
Related Search Results automatically display search results from Knowledge Bases and Service Catalogs. These Related
Search Results are a form of __________ ?

Your answer:
Incident Deflection Correct
Explanation:

Page 92 in course material

"The Related Search Results that appear on the Incident Self-Service view is a form of Incident Deflection. Incident
Deflection provides Knowledge Articles that may help end users resolve issues before they raise an Incident."

Question #115 (1 point)

Which type of record may be used to initiate the process to deploy a fix to an Incident?

Your answer:
Change Request Correct

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Explanation:

See also question 102

p376

Question #116 (1 point)

Which feature can Service Desk Agents use to ensure that Knowledge Articles they attach to Incidents are Article that
are appropriate to share with Callers?

Your answer:
Contextual Search - Search as Correct
Explanation:

Page 93 in course material.

"Administrators may enable Search As. This feature returns search results as both the current user as well as a user,
such as the Caller, specified on the current form. This allows Agents to be confident that Articles shared with Users are
appropriate to share with those users."

Question #117 (1 point)

True or False:

In the baseline platform configuration, a Configuration Item must be specified before Approvals are requested for a
Change Request.

Your answer:
False Correct
Explanation:

p217

From dev instance - "Assignment Group" is required to request approval on a Change. Approvals go to Assignment
Group and CAB.

Question #118 (1 point)

True or False:

A Problem can be created from an Incident.

Your answer:
True Correct
Explanation:

p385

If an Incident is not already associated with a

Problem Record, users with the itil role may select the Create Problem UI Action

Question #119 (1 point)

In the baseline configuration for Change Management, how do users access approved Standard Change templates?

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Your answer:
Standard Change Catalog Correct
Explanation:

p218

Question #120 (1 point)

Poorly managed and unplanned Changes often create high volumes of _________?

Your answer:
Incidents Correct

Question #121 (1 point)

Which process role is responsible for the smooth operation of the Change Management process within an organization?

Your answer:
Change Advisory Board Correct
Explanation:

p247-248 discusses CAB

Question #122 (1 point)

True or False:

Configuration changes to the Change Management - CAB Workbench Application must be done in the global scope.

Your answer:
False Correct
Explanation:

p247 - CAB Workbench is a scoped application

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Question #123 (1 point)

Which of the following is NOT a type of Article feedback that may be submitted by users?

Your answer:
Endorsed Correct
Explanation:

p186

The Knowledge Feedback [kb_feedback) table tracks all forms of feedback for Knowledge Articles,
including Helpful (Yes/No), Star Rating, Comments, and Flags

Question #124 (1 point)

Which of the following represents how Knowledge Management Article publishing is managed?

Your answer:
Each Knowledge Article follows its own Publish and Retire workflow Incorrect
Correct answer:
Each Knowledge Base follows its own Publish and Retire workflow
Explanation:

p158 REVIEW

Each Knowledge Base can have its own Publish Workflow and Retire Workflow. Each Knowledge Article kicks off an
instance of the Publish and Retire workflow defined in the Knowledge Base.

Question #125 (1 point)

True or False:

ServiceNow is limited to a single Knowledge Base for all users of the platform to access.

Your answer:
False Correct
Explanation:

p157

Question #126 (1 point)

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In the baseline platform configuration, the Post News Related Link on a Problem Record will generate Knowledge Article
that includes information mapped from the Problem Record. What will be the Workflow state of the new Article?

Your answer:
Draft Correct
Explanation:

p398

Question #127 (1 point)

Under which circumstances would a Knowledge Article Author set the Display Attachments field to false on an Article
that HAS attachments?

Your answer:
The attachments are images embedded and displayed within the Article text Correct
Explanation:

p166

Display attachments - will display hyperlinks at the bottom of the article for each attachment. If attachments are
images used in-line with the article text, do not display attachments

Question #128 (1 point)

Which of the following approaches is used to display a Variable from a Requested Item on a Catalog Task form?

Your answer:
In the Catalog Item, set Display Variables in Catalog Tasks to true Incorrect
Correct answer:
In the Catalog Task Activity within the Item's fulfillment workflow, select variables to be displayed in the Variables on
the Task Form field
Explanation:

p312 REVIEW

C - In the Catalog Task activity in a workflow, you can select which variables do/don't appear on that catalog task form.

D - I don't see an option like this in my dev instance?

Question #129 (1 point)

Which of the following is a potential benefit of implementing Incident Management?

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Your answer:
Reduction in the time Services are unavailable Correct
Explanation:

p47-48

Implementing Incident and Service Level Management

can help you
• Restore service as quickly as possible

Question #130 (1 point)

Which feature may be used to track trends related to the average resolution time by priority for Incidents compared to
other customers in the same industry / number of users / region?

Your answer:
Performance Analytics Correct

Question #131 (1 point)

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

Your answer:
Metric Correct
Explanation:

p114

Confirmed in dev instance - A metric named "First Call Resolution"

Question #132 (1 point)

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

Your answer:
Duration [calendar_duration] Correct
Explanation:

Page 114 in course material.

Question #133 (1 point)

Which of the following can be used to standardize the body of outbound email notifications?

Your answer:
Email Templates Correct
Explanation:

p97

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Duplicate of question 100

Use templates to standardize message contents. Many baseline notifications have no message body or template
defined

Question #134 (1 point)

Which of the following outlines the ways Changes may be related to Incidents?

Your answer:
Incidents cause Changes. Investigation of Changes may indicate the need for Incidents to be generated Incorrect
Correct answer:
Incidents may be caused by Changes. Investigation of Incidents may indicate the need for a Change
Explanation:

p217

Question #135 (1 point)

On an Incident form, Category and Subcategory fields include a drop-down list of potential field values to allow users to
categorize Incidents. Which table stores the list of potential field values displayed in these two fields?

Your answer:
Choice [sys_choice] Correct
Explanation:

p63

Choices are stored in the Choice [sys_choice] table, which also contains choices for EVERY choice field in the system.

Question #136 (1 point)

In the baseline platform configuration, which Incident Management function is limited to users with roles of either
itil_admin or admin?

Your answer:
Delete Incident Correct
Explanation:

Page 52 in course material

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Question #137 (1 point)

In the baseline platform configuration, who can create Change Requests?

Your answer:
Users with the itil role or Change-specific roles Correct
Explanation:

p210

Question #138 (1 point)

In which situation would an Order Guide be used?

Your answer:
Multiple items are typically ordered together Correct
Explanation:

p316

Order Guides allow organizations to group multiple items typically ordered together. One common use of Order Guides
is to onboard a new employee. This process may involve provisioning a computer with appropriate software, access to
key systems, telephone setup, etc. Order Guides may standardize the process and allow hiring managers to track
progress for each component to ensure on-time delivery.

Question #139 (1 point)

Which of the following components can be turned on or off in the Service Catalog Cart Layout?

Your answer:
Quantity Correct
Explanation:

p310

Question #140 (1 point)

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True or False:

User Criteria is used to determine who may order Items in a Service Catalog Category.

Your answer:
True Correct
Explanation:

p341

User Criteria determine who may request items in a Service Catalog Category or who may request individual Catalog
Items. User Criteria sets filters and conditions for access based on attributes associated with a user record, such as
Department, location, Company, Manager, etc.

Question #141 (1 point)

Which table is the base class for the Configuration Management Database?

Your answer:
Base Configuration Item [cmdb] Correct
Explanation:

p38

Over 500 classes extend Base Configuration Item [cmdb], the base class for CMDB. All technical Configuration
Items extend from Configuration Item [cmdb_ci]. Non-technical Configuration Items, such as equipment extend
directly from Base Configuration Item.

Question #142 (1 point)

True or False:

Change Management uses workflow engine by default to facilitate approvals and processing for each type of Change,
including Emergency, Normal and Standard.

Your answer:
True Correct
Explanation:

p213

The Change lifecycle is driven by workflows. The workflow conditions are based on the Type of Change.

Question #143 (1 point)

Under which circumstances is it appropriate to leave a Problem record in a State of Known Error?

Your answer:
A Change is pending implementation Incorrect
Correct answer:
The permanent fix is too costly and the documented workaround is sufficient
Explanation:

p376

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Resolution and Recovery: Once the Root Cause has been identified, determine whether the established Workaround is
sufficient to restore service to related Incidents and prevent the occurrence of future Incidents. If not, you may
decide to implement a permanent fix to the
Problem by creating a Change Request. Once the Change has been implemented or a Known Error State has
been deemed acceptable, close the Problem record.

If a Change is pending implementation, the Problem state should be "Pending Change" instead of "Known Error".

Question #144 (1 point)

In Problem Management, when the State of a Problem changes to Closed/Resolved, what updates are made to the
associated Incidents? (Assume associated Incidents have a State of On Hold and On Hold Reason of Awaiting Problem.)

Your answer:
No updates are made to associated Incidents. Service Desk agents must manually update all associated Incidents.
Incorrect
Correct answer:
The "State" of each Incident is set to "In Progress" and the problem's "Close Notes" get copied to that related incident's
"Work Notes" which will show in the incident's activity journal.
Explanation:

p400

The Resolve Incidents UI Action acts ONLY on related Incidents that are in a State of On Hold with an On Hold Reason
of Awaiting Problem. When triggered, t he UI Action will set all Incidents that meet these conditions to a State of
Resolved and will set the Resolution code and Resolution notes.

Updating the Problem record won't update the associated Incidents. The Resolve Incidents UI Action must be used to
update the incidents.

Question #145 (1 point)

In the baseline configuration of Change Management, which fields are included when the Copy Change UI action is used
to copy a Change Request?

Your answer:
Configuration Item, Change Tasks, Risk, Backout Plan, Category Correct
Explanation:

These fields get copied from CR to new CR:

assigned_to
assignment_group
backout_plan
category
change_plan
cmdb_ci
description
impact
priority
risk
short_description
test_plan
type

These expressly do NOT get copied

created

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created_by

Question #146 (1 point)

In Change Management, what is the purpose of the Risk Assessment Survey?

Your answer:
Determine the Risk of the Change based on user responses to a Risk Assessment Correct
Explanation:

p222,224

Risk Assessments leverage Survey functionality to allow users to answer questions regarding a Change to better assess
risk. Conditions are set for each Assessment master to determine which survey should be used. Questions are defined
and associated response choices are given scores. The sum of all response scores is matched against Risk Assessment
Thresholds to determine risk.

Question #147 (1 point)

In the CAB Workbench application, meeting notes and minutes are documented at the CAB meeting level.

Your answer:
True Correct
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Explanation:

TRUE! (look at point 3 below - Meeting minutes are associated with the entire CAB meeting rather than with
each Change.)

1. Changes being discussed at the CAB meeting may be viewed from within the CAB workbench. The Change
cab_workbench form view controls the layout of the Change form displayed in the
Workbench.
2. To edit the Change record directly using the default interface, click the pencil icon. This will open the change in a
pop-up window where it can be edited during the meeting.
3. Meeting notes may be recorded and sent to attendees after the meeting. Meeting minutes are associated with
the entire CAB meeting rather than with each Change.

p247

The Workbench allows Change Managers to:

• Schedule a series of CAB meet ings
• Manage meeting invitations and track meeting attendance
• Define CAB meeting agendas
• View a Change calendar
• Approve or reject Changes
• Review and take meeting notes

Question #148 (1 point)

True or False: Every Catalog Item uses the same workflow to manage approvals.

Your answer:
False Correct
Explanation:

p308

Question #149 (1 point)

Which of the following is considered a best practice for managing the Valid To date for Knowledge articles?

Your answer:
Allow the authors of Articles to set the Valid To date of each individual Article Incorrect
Correct answer:
Determine the Valid To timeframe of your articles based upon the type of article and volatility of information in the
article
Explanation:

p171

The default value for this field is set in the Dictionary to 2020-01-01. Users may manually select a new date when
editing articles. However, this approach does not promote consistency for effective article management.
Consider setting the Valid to date as part of the publish Knowledge function in the KBWorkflow Script Include. If the
Valid to date depends on the type of article (e.g. Policy or Support article), a copy of the
Publishing workflow may be created with a branch for each article type/ category. (Since categories may be
different for each Knowledge Base, this would not be appropriate to include in the Script
Include logic.)

Question #150 (1 point)

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True or False: Within a Catalog Item, a 'Container Split' formatter is required between 'Container Start' and 'Container
End' to split variables into columns.

Your answer:
False Correct
Explanation:

p322

Question #151 (1 point)

The Knowledge [kb_knowledge] table is extended from _________ .

Your answer:
No table; It is a Base Table Correct
Explanation:

p151

Knowledge [kb_knowledge] is a base table; it does not extend another table.

Question #152 (1 point)

Which of the following statements is true when an Incident has several child Incidents?

Your answer:
Parent Incident updates to State, Comments, Work Notes, and Resolutions Code are Correct
Explanation:

p95

When a Parent Incident's State changes to Resolved - for all active Children, the State, Close Notes, Close Code,
Comments, and Work Notes are updated to reflect updates in the parent incident's corresponding fields.

Question #153 (1 point)

If you hover over the reference icon for a Caller, and a sys_popup view hasn't been configured, which view is used?

Your answer:
default Correct
Explanation:

p62

If no sys_popup view is defined for a table, the Default view of the form will be used when a user hovers over a
Reference icon.

Question #154 (1 point)

What is the minimum role required to delete a Problem?

Your answer:
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itil_admin Correct
Explanation:

p379

Question #155 (1 point)

What is the minimum role required to delete a CI?

Your answer:
itil Correct
Explanation:

p40

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