CIS - ITSM Questions
Problem - Answer-Term used when incident submitted for unknown issue
sys_choice - Answer-Table that holds category and sub category choices
When one does not already exist - Answer-Under what circumstance can you create a problem from an
incident
ITIL Admin - Answer-Minimum role required to delete an incident
Creation and classification, Investigation and Diagnosis, Resolution and Closure - Answer-Incident
Lifecycle
Name in Red and Decoration is added - Answer-What is triggered when a caller is VIP?
If incident state changes from Resolved to anything but Closed - Answer-What can trigger the reopen
count to be incremented
, Creation and Scope, Approval, Implementation, Closure - Answer-Change Lifecycle
ITIL - Answer-Minimum role to submit an emergency change
When change is set to Implement State (start) and Review (end) - Answer-When are a Change's actual
start and end dates set?
False - Answer-SN does not support multiple Knowledge Bases
sc_ - Answer-First two letters of primary Service Catalog tables
Submission ->Approval->Fulfillment->Closure - Answer-Request Fulfillment Lifecycle
vEditor - Answer-Where can you set variables to be displayed in Catalog Task record?
Users, Groups, Companies, Locations - Answer-Examples of Foundation Data
Work Notes, Comments, Also resolved code, notes and state when resolved - Answer-Which fields are
updated on child incident when parent is updated
Execution plans are not as powerful or flexible as workflows, and cannot be designed using a graphical
editor. Execution plans are useful in some circumstances, for example, if you want to build your
processes programmatically or through imports. ServiceNow recommends using workflows for request
fulfillment processes. - Answer-Difference between Workflows and Execution Plans
ITIL - Answer-Minimum role to delete a CI record
Problem - Answer-Term used when incident submitted for unknown issue
sys_choice - Answer-Table that holds category and sub category choices
When one does not already exist - Answer-Under what circumstance can you create a problem from an
incident
ITIL Admin - Answer-Minimum role required to delete an incident
Creation and classification, Investigation and Diagnosis, Resolution and Closure - Answer-Incident
Lifecycle
Name in Red and Decoration is added - Answer-What is triggered when a caller is VIP?
If incident state changes from Resolved to anything but Closed - Answer-What can trigger the reopen
count to be incremented
, Creation and Scope, Approval, Implementation, Closure - Answer-Change Lifecycle
ITIL - Answer-Minimum role to submit an emergency change
When change is set to Implement State (start) and Review (end) - Answer-When are a Change's actual
start and end dates set?
False - Answer-SN does not support multiple Knowledge Bases
sc_ - Answer-First two letters of primary Service Catalog tables
Submission ->Approval->Fulfillment->Closure - Answer-Request Fulfillment Lifecycle
vEditor - Answer-Where can you set variables to be displayed in Catalog Task record?
Users, Groups, Companies, Locations - Answer-Examples of Foundation Data
Work Notes, Comments, Also resolved code, notes and state when resolved - Answer-Which fields are
updated on child incident when parent is updated
Execution plans are not as powerful or flexible as workflows, and cannot be designed using a graphical
editor. Execution plans are useful in some circumstances, for example, if you want to build your
processes programmatically or through imports. ServiceNow recommends using workflows for request
fulfillment processes. - Answer-Difference between Workflows and Execution Plans
ITIL - Answer-Minimum role to delete a CI record
