ServiceNow CIS-ITSM 3
Foundation data includes... - answer- companies
- users
- groups
- roles
- departments
- locations
How to remove foundation data? - answer Use the HI portal to request removal of demo
data. This is available under the Manage Instance module
Which foundation data tables can be nested with parent-child relationships? - answer-
companies
- departments
- locations
- groups
How does the CMDB aid ITSM processes? - answer- Providing the capability to
associate configuration items (CIs) to incident, problem, or change records
- Identifying respective support & approval groups
- Identifying the business criticality of affected CIs to aid in prioritization and escalation
- Identifying potential upstream & downstream impacts
- Provides CI relationship data to use for release planning and for knowledge
documentation
Configuration Items can be created in the following ways: - answer- manual
- import
- service catalog
- 3rd party systems
- discovery tools
- asset management
- change management process
What are all the base items? - answer- servers
- computers
- network gears
- UPSs
- workstations
, - out-of-band devices
- printers
- communication devices
- accessories
- computer peripherals
- software
Common Relationship Types include... - answer- Connected by::Connects to
- Contains::Contained by
- Depends on::Used By
- Hosted on::Hosts
- Runs on::Runs
- Used by::Uses
What functions can the cmdb_read role perform? - answer- read CIs
- susbscribe/unsubscribe
What functions can the itil role person in the CMDB? - answer- everything the
cmdb_read role can do
- create CI
- update CI
- delete CI
- add existing Change Request
- add to New Change Request
- associate CI to an ACTIVE task
What are the four ways what ITIL processes interact with Knowledge Management? -
answer- provides access to knowledge articles via the service catalog
- updates knowledge articles as part of change implementation
- provides troubleshooting information to resolve incidents
- provides workaround information to resolve incidents related to problems and known
errors
What table does Knowledge Base [kb_knowledge_base] extend from? - answerIt does
not extend from any other table.
Which table are knowledge articles stored in? - answerKnowledge [kb_knowledge]
Can Knowledge Categories be nested? - answerYes, through parent-child relationships
How do you add the Knowledge Version [kb_version] table? - answerBy enabling the
Knowledge Management - Advanced Installer plugin.
What does the kb_use table track? - answer- articles that have been "attached" to
incidents
- when articles have been viewed
Foundation data includes... - answer- companies
- users
- groups
- roles
- departments
- locations
How to remove foundation data? - answer Use the HI portal to request removal of demo
data. This is available under the Manage Instance module
Which foundation data tables can be nested with parent-child relationships? - answer-
companies
- departments
- locations
- groups
How does the CMDB aid ITSM processes? - answer- Providing the capability to
associate configuration items (CIs) to incident, problem, or change records
- Identifying respective support & approval groups
- Identifying the business criticality of affected CIs to aid in prioritization and escalation
- Identifying potential upstream & downstream impacts
- Provides CI relationship data to use for release planning and for knowledge
documentation
Configuration Items can be created in the following ways: - answer- manual
- import
- service catalog
- 3rd party systems
- discovery tools
- asset management
- change management process
What are all the base items? - answer- servers
- computers
- network gears
- UPSs
- workstations
, - out-of-band devices
- printers
- communication devices
- accessories
- computer peripherals
- software
Common Relationship Types include... - answer- Connected by::Connects to
- Contains::Contained by
- Depends on::Used By
- Hosted on::Hosts
- Runs on::Runs
- Used by::Uses
What functions can the cmdb_read role perform? - answer- read CIs
- susbscribe/unsubscribe
What functions can the itil role person in the CMDB? - answer- everything the
cmdb_read role can do
- create CI
- update CI
- delete CI
- add existing Change Request
- add to New Change Request
- associate CI to an ACTIVE task
What are the four ways what ITIL processes interact with Knowledge Management? -
answer- provides access to knowledge articles via the service catalog
- updates knowledge articles as part of change implementation
- provides troubleshooting information to resolve incidents
- provides workaround information to resolve incidents related to problems and known
errors
What table does Knowledge Base [kb_knowledge_base] extend from? - answerIt does
not extend from any other table.
Which table are knowledge articles stored in? - answerKnowledge [kb_knowledge]
Can Knowledge Categories be nested? - answerYes, through parent-child relationships
How do you add the Knowledge Version [kb_version] table? - answerBy enabling the
Knowledge Management - Advanced Installer plugin.
What does the kb_use table track? - answer- articles that have been "attached" to
incidents
- when articles have been viewed
