ITSM Fundamentals Exam Questions
and Answers
Which two changes are there when implementing workarounds? - Answer- - Emergency
- Normal
What is considered as a Normal change? - Answer- Changes without predefined plans
that require approval and CAB authorization
What is considered as an Emergency change? - Answer- Unplanned changes
necessary to restore service. These changes require CAB authorization only
Which fields from the Problem form are copied when creating a change request? -
Answer- - Short description
- Description
- CI
- Priority
Where do you find updates, communication, and history of the problem? - Answer- -
Work notes
- Additional comments and Fix notes
- Activities
What are the important terms to know when working with changes in ServiceNow? -
Answer- - Normal change
- Standard change
- Emergency change
- Maintenance schedule
- Blackout window
- Risk assessment
- Change Models
What is a Normal change? - Answer- A change that follows a prescriptive process which
requires reviews, assessments and approvals before being implemented, reviewed, and
closed
What is a Standard change? - Answer- A pre-authorized change that is low risk,
relatively common and follows a procedure or work instruction
,What is an Emergency change? - Answer- A change that must be implemented ASAP,
for example to resolve a major incident or implement a security patch
What is a Maintenance schedule? - Answer- It specifies times during which change
requests should be scheduled
What is a Blackout window? - Answer- Specifies times during which normal change
activity should not be scheduled
What is Risk assessment? - Answer- The calculation of the potential risk of
implementing a change
What are Change Models? - Answer- A convenient and easy way to tailor change
activities and flows for specific use cases
What are the personas of Change Management? - Answer- - Process Owner
- Service Owner
- Change Manager
- Change Requester
- Change Approver
- CAB Manager
- Change Implementer
What are the tasks of a CAB Manager? - Answer- Facilitate the CAB meeting or
delegating the responsibility. Provides final authorization for a change to be
implemented
What are the tasks of a Change Implementer? - Answer- Responsibility for the planning
and implementation of approved changes
How does Change Management interact with other ITIL processes? - Answer- -
Provides capability for standard changes to be recorded using the service catalog
- Relates to incidents caused by or resolved by changes
- Relates to problems caused by or solved by changes
What are the objectives of Change Management? - Answer- - Provide a systematic
approach to control the lifecycle of all changes
- Facilitate beneficial changes to be made with minimum disruption to IT services
- Formalize the process of Change to the CMDB
What is ITIL best practice of change? - Answer- - Normal change
- Standard change
- Emergency change
What are the five important terms to know? - Answer- - Service
- Request
, - Incident
- Problem
- Change
What does the term Service mean in the context of ITSM? - Answer- Something that
delivers value by meeting a need or fulfilling a demand but minimizes exposure to
underlying costs and risks associated with delivering the service
What does the term Request mean in the context of ITSM? - Answer- Mechanisms for
obtaining, changing, or discontinuing the use of a service or product
What does the term Incident mean in the context of ITSM? - Answer- An unplanned
interruption to or quality reduction of an IT service
What does the term Problem mean in the context of ITSM? - Answer- The underlying
cause of one or more related incidents
What does the term Change mean in the context of ITSM? - Answer- The addition,
modification, or removal of a service or service components
What are some examples of an IT service? - Answer- - E-Commerce
- Asset Lifecycle Management
- Change Management
- Incident Resolution
- Request Fulfillment
- Email
- Infrastructure
- Computing
- Software
- Networks
- Data storage
- Process automation
- Monitoring
- Mobile
How can you categorize IT services? - Answer- - Technical services
- Business services
What is ITSM? - Answer- A concept that involves delivery of IT services to customers
and users
What are the phases of ITSM? - Answer- - Plan
- Design
- Create
- Operate
- Improve
and Answers
Which two changes are there when implementing workarounds? - Answer- - Emergency
- Normal
What is considered as a Normal change? - Answer- Changes without predefined plans
that require approval and CAB authorization
What is considered as an Emergency change? - Answer- Unplanned changes
necessary to restore service. These changes require CAB authorization only
Which fields from the Problem form are copied when creating a change request? -
Answer- - Short description
- Description
- CI
- Priority
Where do you find updates, communication, and history of the problem? - Answer- -
Work notes
- Additional comments and Fix notes
- Activities
What are the important terms to know when working with changes in ServiceNow? -
Answer- - Normal change
- Standard change
- Emergency change
- Maintenance schedule
- Blackout window
- Risk assessment
- Change Models
What is a Normal change? - Answer- A change that follows a prescriptive process which
requires reviews, assessments and approvals before being implemented, reviewed, and
closed
What is a Standard change? - Answer- A pre-authorized change that is low risk,
relatively common and follows a procedure or work instruction
,What is an Emergency change? - Answer- A change that must be implemented ASAP,
for example to resolve a major incident or implement a security patch
What is a Maintenance schedule? - Answer- It specifies times during which change
requests should be scheduled
What is a Blackout window? - Answer- Specifies times during which normal change
activity should not be scheduled
What is Risk assessment? - Answer- The calculation of the potential risk of
implementing a change
What are Change Models? - Answer- A convenient and easy way to tailor change
activities and flows for specific use cases
What are the personas of Change Management? - Answer- - Process Owner
- Service Owner
- Change Manager
- Change Requester
- Change Approver
- CAB Manager
- Change Implementer
What are the tasks of a CAB Manager? - Answer- Facilitate the CAB meeting or
delegating the responsibility. Provides final authorization for a change to be
implemented
What are the tasks of a Change Implementer? - Answer- Responsibility for the planning
and implementation of approved changes
How does Change Management interact with other ITIL processes? - Answer- -
Provides capability for standard changes to be recorded using the service catalog
- Relates to incidents caused by or resolved by changes
- Relates to problems caused by or solved by changes
What are the objectives of Change Management? - Answer- - Provide a systematic
approach to control the lifecycle of all changes
- Facilitate beneficial changes to be made with minimum disruption to IT services
- Formalize the process of Change to the CMDB
What is ITIL best practice of change? - Answer- - Normal change
- Standard change
- Emergency change
What are the five important terms to know? - Answer- - Service
- Request
, - Incident
- Problem
- Change
What does the term Service mean in the context of ITSM? - Answer- Something that
delivers value by meeting a need or fulfilling a demand but minimizes exposure to
underlying costs and risks associated with delivering the service
What does the term Request mean in the context of ITSM? - Answer- Mechanisms for
obtaining, changing, or discontinuing the use of a service or product
What does the term Incident mean in the context of ITSM? - Answer- An unplanned
interruption to or quality reduction of an IT service
What does the term Problem mean in the context of ITSM? - Answer- The underlying
cause of one or more related incidents
What does the term Change mean in the context of ITSM? - Answer- The addition,
modification, or removal of a service or service components
What are some examples of an IT service? - Answer- - E-Commerce
- Asset Lifecycle Management
- Change Management
- Incident Resolution
- Request Fulfillment
- Infrastructure
- Computing
- Software
- Networks
- Data storage
- Process automation
- Monitoring
- Mobile
How can you categorize IT services? - Answer- - Technical services
- Business services
What is ITSM? - Answer- A concept that involves delivery of IT services to customers
and users
What are the phases of ITSM? - Answer- - Plan
- Design
- Create
- Operate
- Improve
