ITSM Quiz

Users with which role can Communicate a workaround or fix? Please select 2 options.

• problem_admin

• problem_task_analyst

• problem_coordinator

• itil_admin

Which of the following elements are automatically included in the name of the update set for items published via Catalog Builder? Please select 2 options.

• item author

• timestamp

• variables

• item name

• catalog(s)

Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?

• CI Class Manager

• Application Menus

• Dependency View

• Reports

In Change Management, what does a Model State contain? (Choose two.)

• Model State transition policies

• Model State properties

• Model State transitions conditions

• Model State transitions

Select all SLA Percentages that correspond to the correct color coding. Please select 5 options.

• Paused: Black

• Paused: Gray

• 50-75%: Yellow

• 75-100%: Orange

• Above 100%: Green

The key stakeholder for your ITSM implementation wants to have SLAs on every Task record. What advice do you give regarding SLAs on Problem records?

• SLAs are recommended in the ITIL framework for problem management

• SLAs are available for problem management, but require custom code

• SLAs may be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take

• SLAs are essential to problem management, as support specialists need to quickly identify root causes

On a Change Approval Definition record, what does the "Wait for" condition define?

• The state the change must be in before the approval notifications can be sent

• Whether the change approval is sent to an individual user or a group

• The fields that must be populated before the approval can be requested

• The number or percentage of users from the approval group that must approve the change

In what table are Change records stored?

• Change [change]

• Change Request [change_request]

• Change [task_change]

• Change [change_task]

• Change Request [rfc]

What are key relationships between Change and Release Management? Please select 3 options.

• Release management application is required, to use the Change management application

• Change management provides governance, which includes Release management

• Change includes planning and approvals; Release includes building, testing and execution of changes

• A Release can contain one or more Changes

• A Change can contain one or more Releases

What happens when a change is rejected during approval phase?

• Change will also be canceled.

• Change will be rolled back to New State.

• Change will also be rejected.