ServiceNow CIS-ITSM Test 4
Config Management - Ways to create CI - answer Manually,
Import external data,
Use ITOM Discovery
What are the baseline problems states? - answer New
Assess
Root Cause Analysis
Fix in Progress
Resolved
Closed
Request Fulfillment Life-cycle (4) - answer Submission, Approval, Fulfillment, Closure
Change Life-cycle (4) - answer Creation & Scope, Approval Implementation, Closure
Incident lifecycle (4) - answer Creation & Classification,
Investigation & Diagnosis,
Resolution,
Closure
Incident - Which fields are copied from parent to child incidents (4) - answerState,
Closed notes,
Comments,
Work Notes
What are the methods to initiate a Request? - answerService Portal, Service Catalog
Application, Incident Record, Email, Service Desk
What are the possible ways have a request approved? - answerIndividual User, by
approval group, at REQ level, at RITM level.
What are the 4 closure status for a catalog request? - answerClosed Complete, Closed
incomplete, Closed Rejected, Closed Cancelled
What are the 3 phases of the problem life-cycle? - answerDetection & logging,
Investigation & Diagnosis, Resolution & Closure.
What are the activities in the Detect & Logging phase for a problem? - answerDetect
Problem proactively or re-actively, Create record, Prioritise & categorise, Assign the
investigation
, What are the activities in the Investigate & Diagnose phase of a problem? -
answerConduct RCA, Create tasks, Document RC / Workaround, Communicate known
error.
What are the activities in the Resolution & Closure phase of a problem? -
answerConfirm workaround,
Implement Change to remove Root Cause,
Update known error article,
Update & close Problem record
What can be the reasons for using a workaround for a problem instead of a permanent
resolution? - answerTemp solution is necessary to reduce/Eliminate impact while a full
resolution not available yet.
What are the related links in the baseline instance? - answerCommunicate Workaround
Post Knowledge
Post News
What are the problem closure states in the baseline image? - answerPending Change
Close/Resolved
What are the stages for a change request in the baseline instance? - answerNew
Assess
Authorize
Scheduled
Implement
Review
Closed
Canceled
What are the phases of the Knowledge Management life-cycle - answerDraft
Review
Publish
Retire
What are the possible methods to create a knowledge article? - answerManual using
the 'Create new' module
From an existing record, e.g. Incident, Problem, Case (CSM)
Importing from Word Document
Importing using internal integration (e.g. Sharepoint, Box, IBM Lotus)
What are the OOTB templates for Knowledge Articles? - answerFAQ
What is
KCS Article
How to
Config Management - Ways to create CI - answer Manually,
Import external data,
Use ITOM Discovery
What are the baseline problems states? - answer New
Assess
Root Cause Analysis
Fix in Progress
Resolved
Closed
Request Fulfillment Life-cycle (4) - answer Submission, Approval, Fulfillment, Closure
Change Life-cycle (4) - answer Creation & Scope, Approval Implementation, Closure
Incident lifecycle (4) - answer Creation & Classification,
Investigation & Diagnosis,
Resolution,
Closure
Incident - Which fields are copied from parent to child incidents (4) - answerState,
Closed notes,
Comments,
Work Notes
What are the methods to initiate a Request? - answerService Portal, Service Catalog
Application, Incident Record, Email, Service Desk
What are the possible ways have a request approved? - answerIndividual User, by
approval group, at REQ level, at RITM level.
What are the 4 closure status for a catalog request? - answerClosed Complete, Closed
incomplete, Closed Rejected, Closed Cancelled
What are the 3 phases of the problem life-cycle? - answerDetection & logging,
Investigation & Diagnosis, Resolution & Closure.
What are the activities in the Detect & Logging phase for a problem? - answerDetect
Problem proactively or re-actively, Create record, Prioritise & categorise, Assign the
investigation
, What are the activities in the Investigate & Diagnose phase of a problem? -
answerConduct RCA, Create tasks, Document RC / Workaround, Communicate known
error.
What are the activities in the Resolution & Closure phase of a problem? -
answerConfirm workaround,
Implement Change to remove Root Cause,
Update known error article,
Update & close Problem record
What can be the reasons for using a workaround for a problem instead of a permanent
resolution? - answerTemp solution is necessary to reduce/Eliminate impact while a full
resolution not available yet.
What are the related links in the baseline instance? - answerCommunicate Workaround
Post Knowledge
Post News
What are the problem closure states in the baseline image? - answerPending Change
Close/Resolved
What are the stages for a change request in the baseline instance? - answerNew
Assess
Authorize
Scheduled
Implement
Review
Closed
Canceled
What are the phases of the Knowledge Management life-cycle - answerDraft
Review
Publish
Retire
What are the possible methods to create a knowledge article? - answerManual using
the 'Create new' module
From an existing record, e.g. Incident, Problem, Case (CSM)
Importing from Word Document
Importing using internal integration (e.g. Sharepoint, Box, IBM Lotus)
What are the OOTB templates for Knowledge Articles? - answerFAQ
What is
KCS Article
How to
