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Updated Jul 11, 2023 70 Questions 5 Pages

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Question 46 Selectable Answer

What process is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the catalog and ensuring that a central, accurate, and consistent source of data is provided?

A. Service portfolio management
B. Catalog item management
C. Service mapping
D. Service catalog management

Answer:

Question 47 Selectable Answer

How do you describe the relationship between a Knowledge article and a Knowledge base category?

A. Articles can only be published to one category
B. Articles must be published to at least one category
C. Articles must be approved by the selected category owner
D. Articles can be published to a category and subcategory

Answer:

Question 48 Selectable Answer

Your customer needs different catalogs for:
Human Resources - employee facing - for submitting requests to HR
Customer - external customer facing - for ordering company products and services
When these catalogs are created, in which table would the definition be stored?

A. Business Services Catalog [bs_catalog]
B. Catalog [sc_catalog]
C. Service Portfolio Catalog [sc_portfolio]
D. Service Offering Catalog [sn_offering]

Answer:

Question 49 Selectable Answer

Your customer wants incidents to close automatically 7 days after the incident is resolved.
How do you meet this requirement? (Choose two.)

A. Modify the Incident Lifecycle flow to trigger from the Resolved date instead of the Updated date
B. Update the incident_close UI action script
C. From the Incident Properties application, set Enable auto closure of incidents based on Resolution date to Yes
D. Modify the Incident Lifecycle flow to expire after 7 days

Answer:

Question 50 Selectable Answer

Request fulfillment relies on three record types, Requests, Requested Items, and Catalog Tasks. The lifecycle status of these records is reflected in a combination of state and stage fields.
Which status field is set by the flow?

A. Stage on Requested item
B. Status on Request
C. State on Catalog Task
D. State on Requested Item

Answer:

Question 51 Selectable Answer

A customer requests that when the Service Desk agent clicks on the information icon for the Caller's name, the quick view frame shows only the following fields:
User name -
Manager name -
Email Address -
Employee ID -
How would you modify the quick view frame?

A. Update the sys_popup view for the user table
B. Update the sys_quick view for the caller table
C. Update the sys_popup view for the caller table
D. Update the sys_quick view for the user table

Answer:

Question 52 Selectable Answer

Which module is a useful starting point for a manager to view current state operational information for Incident management?

A. CMDB Health Dashboard
B. Incident > Overview
C. Manager Workspace
D. Critical Incidents Map

Answer:

Question 53 Selectable Answer

When using the Email Client, what is the difference between an Email Template and a Quick Message?

A. Email Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot
B. Email Template is defined and automatically applied when the email form launches; Quick Messages are defined and then can be manually applied by the user
C. Email Templates are included with ITSM; Quick Messages are new with Machine Learning
D. Email templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role

Answer:

Question 54 Selectable Answer

Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.
What Now Create assets do you recommend they review, to prepare? (Choose two.)

A. Service Catalog and Request Mgmt - Workshop Preparation Guide
B. Service Catalog and Request Mgmt - Process Guide
C. IT Service Management - Typical Challenges and Remediation
D. ITSM - Business Outcomes and Corresponding KPIs

Answer:

Question 55 Selectable Answer

In request fulfillment, approvals can be required before a request can be fulfilled. Your customer is worried about requests getting stuck in the process flow, if the approver is on extended absence from the office.
What can you suggest to alleviate this concern? (Choose two.)

A. The approver can use the Delegate module to assign a person to approve on their behalf, while they are away from the office
B. The approver can set their approval notifications to forward to their personal email address
C. The approval can be defined as a group approval, where any member of the group can approve
D. The approver can set their approval notifications to auto-reply with “approved” in the subject line

Answer:

Question 56 Selectable Answer

What tools are available to the assignee to help resolve an Incident? (Choose two.)

A. Knowledge Articles
B. Workarounds
C. CI Class Manager
D. Incident Overview Dashboard
E. Enterprise CMDB Dashboard

Answer:

Question 57 Selectable Answer

When creating a catalog, which field specifies who is able to create, modify, and publish items in the catalog?

A. Editors
B. Item Admins
C. Item Owners
D. Authors

Answer:

Question 58 Selectable Answer

Roles control which users can perform which actions on a change record.
What are actions, which cannot be performed by anyone, even an administrator? (Choose two.)

A. Update Change Type on an existing change record
B. Delete a Change record
C. Delete a Standard Change Template
D. Delete CAB Definition

Answer:

Question 59 Selectable Answer

What tools are available to the assignee to help resolve an Incident? (Choose two.)

A. Known Errors
B. Resolutions from similar incidents
C. CI Class Manager
D. Incident Overview Dashboard
E. Enterprise CMDB Dashboard

Answer:

Question 60 Selectable Answer

In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)

A. Automatically via the Change - Implementation subflow
B. Manually by the user during New, Assess, and Authorized states
C. Automatically depending on the category selected on the Change Request
D. Manually by the user during all states, except Closed or Canceled

Answer:

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