CIS ITSM - Change and Release Management Questions with Solutions

CIS ITSM - Change and Release
Management

(SELECT 3) What can you achieve using the performance analytics capability in the
Change Velocity dashboard?

1. Assess customer-defined change types
2. Access the current status of the change requests
3. Actionable insights into the change operations
4. Change activity assessments based on the state model - answer1. Assess
customer-defined change types
3. Actionable insights into the change operations
4. Change activity assessments based on the state model

https://docs.servicenow.com/bundle/quebec-it-service-management/page/use/
dashboards/application-content-packs/change-velocity-dashboard.html

(SELECT 4) With ServiceNow's Performance Analytics capability in the Change Velocity
dashboard provides the following benefits:

1. Current pipeline
2. Future pipeline
3. Historical pipeline
4. Process KPIs
5. Process Optimisation
6. Process Information - answer1. Current pipeline
3. Historical pipeline
4. Process KPIs
5. Process Optimisation

What database view is used to report on change requests resolved by SLA per change
category?

1. change_request_metric
2. change_task_sla
3. change_task_time_worked
4. change_request_sla - answer4. change_request_sla

Which of the following states is NOT used in Standard Change Requests?

1. Review
2. New

,3. Schedule
4. Assess - answer4. Assess

Explanation: Assess and Authorise states are not used in Standard Change Requests

(SELECT 3) Which of the following are checked for conflict detection in change
requests?

1. Conflicts for all Affected CIs
2. Not executing during a blackout time period
3. Running in a time period that conflicts with other changes for similar CIs
4. Conflicts with changes to parent and child CIs - answer1. Conflicts for all Affected
CIs
2. Not executing during a blackout time period
4. Conflicts with changes to parent and child CIs

Here are the checks for conflict detection in change requests:
1. Not executing during a blackout time period.
2. Executing during an approved maintenance window for the associated CIs.
3. Not running in a time period that conflicts with other changes for related CIs.
4. Conflicts with changes to parent and child CIs.
5. Conflicts for all Affected CIs.

Which of the following CAB Workbench feature allows you to specify when the CAB
meeting is held, on which days, and how often?

1. Schedule Entries
2. Related Schedules
3. Refresh CAB Meetings
4. Agenda Management - answer1. Schedule Entries

You cannot pause a change by placing it "On Hold" while it is in the ______________
state

1. Implement
2. New
3. Assess
4. Authorise - answer2. New

Explanation: You can put a change request on hold when it is not in the New, Canceled,
or Closed state.

https://docs.servicenow.com/en-US/bundle/tokyo-it-service-management/page/
product/change-management/task/t_PlaceAChangeRequestOnHold.html

What type of change request does not require CAB authorisation?

, 1. Retrospective
2. Normal
3. Standard
4. Emergency - answer3. Standard

(SELECT 2) What two fields are automatically calculated by completing the risk
assessment on a change request?

1. Priority
2. Conflict status
3. Impact
4. Risk - answer3. Impact
4. Risk

Which of the following indicates how successful each change model or type is?

1. Change Probability Calculated Table
2. Change Success Score
3. Change Model Success
4. Change Type Duration Metric - answer3. Change Model Success

What is the minimum role required to update a change record?

1. sn_change_write
2. itil
3. change_manager
4. sn_change_read - answer1. sn_change_write

Explanation: change_manager and itil roles contain the sn_change_write role

What value in a change request determines the sequence in which a change should be
implemented?

1. Impact
2. Priority
3. Urgency
4. Risk - answer2. Priority

(SELECT 2) Who can perform the first level of approval in a low-risk normal change
request?

1. Group member
2. CAB
3. ECAB
4. Change manager - answer1. Group member