Question 81 · 220 in bank
Your customer wants Problem records to be assigned automatically to the Support group associated with the CI on the problem record. Which business rule already satisfies this requirement?
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Answer: A
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Your customer wants Problem records to be assigned automatically to the Support group associated with the CI on the problem record. Which business rule already satisfies this requirement?
Answer: A
Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency. Which module should you use to locate and update the Priority Problem Lookup record?
Answer: C
From the book: Priority values based on Impact and Urgency may be updated in the Priority Data Lookups table. No scripting is required to calculate values. To update how and when lookup occurs, see System Policy > Rules > Data Lookup Definitions and open the Priority Problem Lookup record.
Source: Adapted from community discussion — MarlyB
The current status of a problem record is tracked in the State field. Each state has a label, value and constant. This example is for Fix in Progress state: Label: Fix in Progress - Value: 104 - Constant Problem State STATES.FIX IN PROGRESS Your customer wants to add a prerequisite for moving out of the Fix in Progress state. When you update the script include which value is better to use in the script?
Answer: C
while it is best pratice to use constant values, as a consultant i've seen people being lazy and just use the values instead more often than not....
Source: Adapted from community discussion — sephereth
A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis. What would be the next step for this problem?
Answer: B
"You can reanalyze the problem even after it is closed by clicking Re-analyze. The state of the problem changes from Closed to Root Cause Analysis." https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/problem-management/task/resolve-and-complete-problem.html
Source: Adapted from community discussion — PappyFox
Which baseline Change Flow automatically generates a Change task, for Post Implementation Review?
Answer: A
A is Correct. *When an unauthorized, Emergency Change Request record moves to a state of Review, a change task for Post Implementation Review is automatically created. Page (454)
Source: Adapted from community discussion — PappyFox
Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services. What should you do to satisfy this requirement?
Answer: B
The correct answer is B. You can use the Normal Change Approval Policy and add a new Decision, then set a condition where Services = SAP Enterprise Services
Source: Adapted from community discussion — Romeoxmen
What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)
Answer: ACD
According to the role matrix in the book an itil admin can do the following: - Create, read, update change record - Approve or reject a change request - Delete, copy change record - Advance change record state - Fill out risk assessment - Manage risk assessments and conditions - Read CAB definition - Propose standard change template; read standard chg proposals
Source: Adapted from community discussion — MarlyB
You have just upgraded your instance and have not migrated to multimodal change. Using the default settings, when you click on Change > Create new, what page displays?
Answer: A
"For upgrade customers, this new feature is NOT set to active out of box and the existing State Model behavior has been preserved to protect existing investments." "A new landing page has been introduced with Multimodal Change as well to further simplify the change engagement experience. The legacy interceptor was preserved for upgrading customers" https://www.servicenow.com/community/itsm-blog/breaking-the-change-barrier/ba-p/2294272
Source: Adapted from community discussion — PappyFox
Which interface is designed for tier 1 IT agents who solve internal or external customer issues?
Answer: B
B is correct but should be updated to Service Operations Workspace (agent workspace has been deprecated since the Utah release)
Source: Adapted from community discussion — Hunter_Bee
What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting? (Choose two.)
Answer: AC
From the book: Key Performance Indicators for Performance Analytics: - % unauthorized changes - % changes with incorrectly assessed risk or impact - Number of change request not updated in x days - Average age change request on problems - Number of changes without approved change request - Time taken from approval to scheduling - % successful changes
Source: Adapted from community discussion — MarlyB
Keyboard:J Kmove between questionsA–Dselect an answerRshow or hide the answer← →change page
CIS-ITSM practice, question 81. 220 questions available.
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