ITSM Implementation
What do you call the dynamic grouping of configuration items (CIs) based on common
criteria, such as all web servers in Detroit?
A. Dynamic CI group
B. Managed CI Class
C. Principle CI Class
D. Common CI group - answerA. Dynamic CI group
Which of the following is true about principal CI classes?
A. Principle classes are only applied to incident and change request records
B. Principal CI classes are defined per task type
C. No more than 10 (ten) classes can be defined as principal
D. If no classes are defined as principal, then all CI's will be selectable on all tasks -
answerD. If no classes are defined as principal, then all CI's will be selectable on all
tasks
Which of the following CSDM domains would contain Business Service Portfolios,
Business Services, and Business Service Offerings?
A. Build
B. Foundation
C. Sell and Consume
D. Design - answerC. Sell and Consume
Which role has the ability to delete a knowledge base?
A. knowledge_manager
B. admin
C. A knowledge base cannot be deleted
D. knowledge_admin - answerC. A knowledge base cannot be deleted
Which of the following is not a domain of CSDM 3.0
A. Sell/Consume
B. Design
C. Foundation
D. Purchase - answerD. Purchase
Where is the incident priority matrix configured?
, A. Incident Properties module
B. Incident Priority UI action
C. Priority Data Lookups table
D. Incident Priority script - answerC. Priority Data Lookups table
Where would an administrator configure which fields are copied from a parent incident
to a child incident?
A. Incident Properties module
B. Create Child Incident UI action
C. Copy Incident UI action
D. Create Child Incident UI policy - answerA. Incident Properties module
What is the default time for incidents in a Resolved State to move to a Closed state?
A. 30 days
B. 3 days
C. 90 days
D. 7 days - answerD. 7 days
Which role has the ability to manage incident properties?
A. incident_admin
B. itil_admin
C. incident_manager
D. itil - answerC. incident_manager
What feature should incident resolvers use before attaching a knowledge article to an
incident to ensure the caller has access to the article?
A. Caller article search
B. User criteria
C. Incident Properties module
D. Search as - answerD. Search as
When do SLA Percentage timers automatically trigger Breach Warning notifications?
(choose 2)
A. 50% duration
B. 90% duration
C. 75% duration
D. 25% duration - answerA. 50% duration
C. 75% duration
The incident priority is calculated on which two fields?
What do you call the dynamic grouping of configuration items (CIs) based on common
criteria, such as all web servers in Detroit?
A. Dynamic CI group
B. Managed CI Class
C. Principle CI Class
D. Common CI group - answerA. Dynamic CI group
Which of the following is true about principal CI classes?
A. Principle classes are only applied to incident and change request records
B. Principal CI classes are defined per task type
C. No more than 10 (ten) classes can be defined as principal
D. If no classes are defined as principal, then all CI's will be selectable on all tasks -
answerD. If no classes are defined as principal, then all CI's will be selectable on all
tasks
Which of the following CSDM domains would contain Business Service Portfolios,
Business Services, and Business Service Offerings?
A. Build
B. Foundation
C. Sell and Consume
D. Design - answerC. Sell and Consume
Which role has the ability to delete a knowledge base?
A. knowledge_manager
B. admin
C. A knowledge base cannot be deleted
D. knowledge_admin - answerC. A knowledge base cannot be deleted
Which of the following is not a domain of CSDM 3.0
A. Sell/Consume
B. Design
C. Foundation
D. Purchase - answerD. Purchase
Where is the incident priority matrix configured?
, A. Incident Properties module
B. Incident Priority UI action
C. Priority Data Lookups table
D. Incident Priority script - answerC. Priority Data Lookups table
Where would an administrator configure which fields are copied from a parent incident
to a child incident?
A. Incident Properties module
B. Create Child Incident UI action
C. Copy Incident UI action
D. Create Child Incident UI policy - answerA. Incident Properties module
What is the default time for incidents in a Resolved State to move to a Closed state?
A. 30 days
B. 3 days
C. 90 days
D. 7 days - answerD. 7 days
Which role has the ability to manage incident properties?
A. incident_admin
B. itil_admin
C. incident_manager
D. itil - answerC. incident_manager
What feature should incident resolvers use before attaching a knowledge article to an
incident to ensure the caller has access to the article?
A. Caller article search
B. User criteria
C. Incident Properties module
D. Search as - answerD. Search as
When do SLA Percentage timers automatically trigger Breach Warning notifications?
(choose 2)
A. 50% duration
B. 90% duration
C. 75% duration
D. 25% duration - answerA. 50% duration
C. 75% duration
The incident priority is calculated on which two fields?
