ITSM3

What functionality can be used to define the sequence of activities that should be taken to complete catalog items ? (choose two)

• Activity May

• State Transitions

• Workflow

• Flow

Where are the technical approvals defined, that are executed in the Change - Normal - Assess flow ?

• Change Approval Matrix

• Change Assess Approval Subflow

• Change Approval Subflow

• Change Approval Policy

Which property on an order guide will pass variables from one item to another item with equivalent variables ?

• Cascade Variables

• Mirror Variables

• Share Variables

• Waterfall Variables

Why don't Problem records automatically move from Resolved to Closed after the fix is implemented ?

• There is a scheduled job that automatically moves Resolved problems to Closed after 7 days

• There is no Closed state. Problem records are moved to Completed

• It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record

• It is designed to follow the ITIL4 standard

In the life of a Problem record, there are opportunities to click the Re-Analyze button and move backwards in the lifecycle. When you click the Re-Analyze button, what state is set on the problem record ?

• Fix in Progress

• Assess

• Root Cause Analysis

• Draft

Your customer has an external system, which is used to perform changes. Your customer wants to capture these changes in your instance for reporting and CMDB maintenance purposes. What baseline Change Model supports this scenario ?

• Retroactive Changes

• Unauthorized Changes

• Change Registration

• Automated Changes

• Cloud Infrastructure

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

• Execution Plans

• Categories

• Content Items

• Requested Items

Incident management includes limited functionality for what advanced reporting capability ?

• Analytics Dashboards

• KPI Reports

• Machine Learning Metrics

• Performance Analytics

ServiceNow contains a resource with information about all services. It is used to support the sale and delivery of services to employees and customers. It includes information about deliverables, options, prices, delivery and performance targets. What is this resource called ?

• Service Portal

• Service One Stop Shop

• Service Map

• Service Dashboard

• Service Catalog

How do you define the content that is tracked and displayed in all Incident record activity streams ?

• Configure the Activity stream client script

• Configure the incident form design

  
  

• Configure the available fields from the Activity stream filter

  
  

• Configure the dictionary entry for the Activity stream