ITSM EXAM QUESTIONS AND
ANSWERS
Which two fields are used to calculate priority on an Incident? - Answer- Impact and
Urgency
When an end-user (with no roles in the platform) submits an Incident using the Self-
Service interface or Service Portal, Related Search Results automatically display search
results from Knowledge Bases and Service Catalogs. These Related Search Results
are a form of __________ ? - Answer- Incident Deflection
Which type of record may be used to initiate the process to deploy a fix to an Incident? -
Answer- Change Request
Under which circumstances is it appropriate to leave a Problem record in a State of
Known Error? - Answer- The permanent fix is too costly and the documented
workaround is sufficient
Which of the following statements is true when an Incident has several child Incidents? -
Answer- Parent Incident updates to State, Comments, Work Notes, and Resolutions
Code are
In Problem Management, when the State of a Problem changes to Closed/Resolved,
what updates are made to the associated Incidents? (Assume associated Incidents
have a State of On Hold and On Hold Reason of Awaiting Problem.) - Answer- The
"State" of each Incident is set to "In Progress" and the problem's "Close Notes" get
copied to that related incident's "Work Notes" which will show in the incident's activity
journal.
When can a user (who has no assigned roles in the system) close an Incident? -
Answer- When the user is the caller and the Incident's state is Resolve
Which of the following can be used to standardize the body of Outbound email
notifications? - Answer- Email Templates
For an incident, which of the following are used when calculating the value of the
Business Duration field? - Answer- SLA Schedule
, Which of the following conditions can be evaluated by Change Management Conflict
Detection? Select all that apply. - Answer- Changes schedule outside of a CI's
maintenance window
Conflicts for all Affected Cis
Changes scheduled during blackout time periods
Which type of record may be used to initiate the process to deploy a fix to an incident? -
Answer- Change Request
Which of the following DOES NOT describe the purpose of CMDB? - Answer- Inventory
of IT assets in stock and available to Users
Which of the following Service Catalog varibale types are not supported in Mobile
interfaces? Select all that apply - Answer- HTML,Label, UI Page, Container Start
The Requested Item table is extended directly from the Task table. - Answer- TRUE
Which of the following statements are correct for Standard Changes and Standard
Change Templates? Select all that apply. - Answer- Standard Changes do not require
approvals
Creation of a Standard Change Template requires approval
True or False:The requested item table is extended directly from the task table -
Answer- TRUE
Which of the following functions is NOT enabled by the Change advisory board (CAB)
workbench? - Answer- Provide video and chat capabilities during CAB meetings
In the baseline platform configuration, the appropriate Workflow to be attached to a
Change Request is determined based on _________ ? - Answer- Workflow conditions
matching Change request field values
True or false:XML exports of Knowledge Articles include Text but DO NOT include
attachments - Answer- FALSE
True or False:When viewed through a Service Portal, Service Catalog Items may be
formatted with a maximum of two columns. - Answer- TRUE
Which feature can Service Desk Agents use to ensure that Knowledge Articles they
attach to Incidents are Article that are appropriate to share with Callers? - Answer-
Contextual Search - Search as
True or False:In the baseline platform configuration, a Configuration Item must be
specified before Approvals are requested for a Change Request. - Answer- FALSE
True or False:A Problem can be created from an Incident. - Answer- TRUE
ANSWERS
Which two fields are used to calculate priority on an Incident? - Answer- Impact and
Urgency
When an end-user (with no roles in the platform) submits an Incident using the Self-
Service interface or Service Portal, Related Search Results automatically display search
results from Knowledge Bases and Service Catalogs. These Related Search Results
are a form of __________ ? - Answer- Incident Deflection
Which type of record may be used to initiate the process to deploy a fix to an Incident? -
Answer- Change Request
Under which circumstances is it appropriate to leave a Problem record in a State of
Known Error? - Answer- The permanent fix is too costly and the documented
workaround is sufficient
Which of the following statements is true when an Incident has several child Incidents? -
Answer- Parent Incident updates to State, Comments, Work Notes, and Resolutions
Code are
In Problem Management, when the State of a Problem changes to Closed/Resolved,
what updates are made to the associated Incidents? (Assume associated Incidents
have a State of On Hold and On Hold Reason of Awaiting Problem.) - Answer- The
"State" of each Incident is set to "In Progress" and the problem's "Close Notes" get
copied to that related incident's "Work Notes" which will show in the incident's activity
journal.
When can a user (who has no assigned roles in the system) close an Incident? -
Answer- When the user is the caller and the Incident's state is Resolve
Which of the following can be used to standardize the body of Outbound email
notifications? - Answer- Email Templates
For an incident, which of the following are used when calculating the value of the
Business Duration field? - Answer- SLA Schedule
, Which of the following conditions can be evaluated by Change Management Conflict
Detection? Select all that apply. - Answer- Changes schedule outside of a CI's
maintenance window
Conflicts for all Affected Cis
Changes scheduled during blackout time periods
Which type of record may be used to initiate the process to deploy a fix to an incident? -
Answer- Change Request
Which of the following DOES NOT describe the purpose of CMDB? - Answer- Inventory
of IT assets in stock and available to Users
Which of the following Service Catalog varibale types are not supported in Mobile
interfaces? Select all that apply - Answer- HTML,Label, UI Page, Container Start
The Requested Item table is extended directly from the Task table. - Answer- TRUE
Which of the following statements are correct for Standard Changes and Standard
Change Templates? Select all that apply. - Answer- Standard Changes do not require
approvals
Creation of a Standard Change Template requires approval
True or False:The requested item table is extended directly from the task table -
Answer- TRUE
Which of the following functions is NOT enabled by the Change advisory board (CAB)
workbench? - Answer- Provide video and chat capabilities during CAB meetings
In the baseline platform configuration, the appropriate Workflow to be attached to a
Change Request is determined based on _________ ? - Answer- Workflow conditions
matching Change request field values
True or false:XML exports of Knowledge Articles include Text but DO NOT include
attachments - Answer- FALSE
True or False:When viewed through a Service Portal, Service Catalog Items may be
formatted with a maximum of two columns. - Answer- TRUE
Which feature can Service Desk Agents use to ensure that Knowledge Articles they
attach to Incidents are Article that are appropriate to share with Callers? - Answer-
Contextual Search - Search as
True or False:In the baseline platform configuration, a Configuration Item must be
specified before Approvals are requested for a Change Request. - Answer- FALSE
True or False:A Problem can be created from an Incident. - Answer- TRUE
