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Updated Jul 11, 2023 70 Questions 5 Pages

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Question 1 Selectable Answer

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

A. Manager
B. Contributors
C. Owner
D. Editors

Answer:

Question 2 Selectable Answer

Users with which role can Communicate a workaround or fix? (Choose two.)

A. itil_admin
B. problem_coordinator
C. problem_task_analyst
D. problem_admin

Answer:

Question 3 Selectable Answer

When a user clicks on the Communicate fix UI action on the Problem form, what happens?

A. Fix is written to the Comments field on any Incident associated with the problem, which is On Hold, Awaiting Problem
B. Fix is written to the Work notes field on any Incident associated with the problem, which is Active
C. Fix is written to the Comments field on any Incident associated with the problem, which is Active
D. Fix is written to a draft Knowledge article

Answer:

Question 4 Selectable Answer

Released in Quebec, what tool enables you to delegate the creation and maintenance of common and simple use case Catalog Items to business users?

A. Catalog Wizard
B. Catalog Designer
C. Catalog Item Builder
D. Catalog Builder

Answer:

Question 5 Selectable Answer

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

A. New incident created from the message
B. New interaction is created from the message
C. Email is rejected and auto-reply sent to sender
D. New case is created from the message

Answer:

Question 6 Selectable Answer

Your Problem Manager has a structured problem management process, which includes a final review of the solution implemented and of the data regarding incident reduction. When a problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee.
What feature would you use to meet this requirement?

A. State Model
B. Workflow Dashboard
C. Action Modeler
D. Task Creator
E. Flow Designer

Answer:

Question 7 Selectable Answer

Problem and Problem Task records, move automatically from New to Assess states, when which fields are filled? (Choose two.)

A. Short Descriptor
B. State
C. Assigned to
D. Configuration Item

Answer:

Question 8 Selectable Answer

Which of the following cannot be defined or set through a Catalog UI Policy?

A. Setting a variable to mandatory
B. Apply a requirement to all form views
C. Setting a catalog category to visible
D. Setting a variable to read-only

Answer:

Question 9 Selectable Answer

The Problem table is extended from what table?

A. Task
B. Major Incident
C. Outage
D. Problem Task
E. Incident

Answer:

Question 10 Selectable Answer

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?

A. Execution Plans
B. Content Items
C. Catalog Items
D. Record Producers

Answer:

Question 11 Selectable Answer

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

A. On Valid to date, article is automatically retired
B. On Valid to date, retire notification is sent to the Knowledge article author
C. On Valid to date, retire notification is sent to the Knowledge base owner
D. On Valid to date, the article is archived

Answer:

Question 12 Selectable Answer

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

A. Just CIs defined directly in cmdb_ci_computer
B. CIs defined directly in cmdb_ci_computer and all parent classes
C. CIs defined directly in cmdb_ci_computer and all child classes

Answer:

Question 13 Selectable Answer

Which type of catalog item may be found in a Service Catalog?

A. Requested Items
B. Order guides
C. Categories
D. Execution Plans

Answer:

Question 14 Selectable Answer

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

A. Managed by
B. Support group
C. Approval group
D. Change group

Answer:

Question 15 Selectable Answer

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

A. Runbook Actions
B. Knowledge
C. SQL Queries
D. Problems
E. Changes
F. Cases
G. Incidents

Answer:

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