ITSM EXAM WITH 100% CORRECT
ANSWERS LATEST UPDATE
Which of the following statements is true when the Change Management - Risk
Assessment plugin is enabled?
Both the Risk Calculator and Risk Assessment are used to determine Risk for a
Change
A Risk Assessment is required for all Normal and Emergency Changes
Risk is automatically calculated on update of a Change
Risk Assessment replaces the Risk
Calculator to determine Risk for a Change - Answer- Both the Risk Calculator and Risk
Assessment are used to determine Risk for a Change
Which of the following represents how Knowledge Management subscriptions and
article versioning are enabled?
Customizations to Knowledge Management
Knowledge Base setting on each Knowledge Base
Features are enabled by default in baseline Jakarta instances
Activation of the Knowledge Management Advanced Plugin - Answer- Activation of the
Knowledge Management Advanced Plugin
Which mechanism is used to specify who can read Articles and who can contribute
Articles in a Knowledge Base?
Knowledge Category Attributes
Access Control Rules
User Criteria
Filter Criteria - Answer- User Criteria
,Which of the following statements are correct for Standard Changes. Select all that
apply.
Standard changes can be automated
Standard changes don't have Change tasks
Standard Change procedures must be stored in a Knowledge base
Standard changes are typically low risk and have detailed procedures - Answer-
Standard changes can be automated
Standard changes are typically low risk and have detailed procedures
When can a user (who has no assigned roles in the system) close an Incident?
When the user is the caller and the Incident's state is Resolved
When the user is the caller or on the Watch List and the Incident's
state is
When the user is the
caller and the Incident's state is not
already Resolved
When the user is the caller and the Incident's state is not already Closed - Answer-
When the user is the caller and the Incident's state is not already Resolved
Which of the following can be used to standardize the body of Outbound email
notifications?
Variable sets
Email Templates
Email Client
Inbound Action - Answer- Email Templates
For an incident, which of the following are used when calculating the value of the
Business Duration field?
Incident State
Duration Metric
,LA Schedule
Incident Auto-close
system property
Calendar duration - Answer- LA Schedule
Which type of record may be used to initiate the process to deploy a fix to an incident?
Problem
Service Request
Incident Resolution
Change Request - Answer- Change Request
Which of the following DOES NOT describe the purpose of CMDB?
Critical analysis and decision-making tool to support impact analysis
Repository to store IT Service infrastructure components and relationships
Inventory of IT assets in stock and available to Users
Centrally managed and controlled 'system of record' - Answer- Inventory of IT assets in
stock and available to Users
Which of the following Service Catalog variable types are not supported in Mobile
interfaces? Select all that apply.(4)
Lookup select box
IP Address
UI Page
Container Start
Label
HTML - Answer- UI Page
Container Start
Label
, HTML
The Requested Item table is extended directly from the Task table.
True
False - Answer- True
Which of the following statements are correct for Standard Changes and Standard
Change Templates? Select all that apply.(2)
Creation of a Standard Change Template requires approval
Standard Changes do not require approvals
Templates can be used only for Standard Changes
Standard Change Templates cannot include standard tasks - Answer- Creation of a
Standard Change Template requires approval
Standard Changes do not require approvals
The requested item table is extended directly from the task table
True
False - Answer- True
Which of the following functions is NOT enabled by the Change advisory board (CAB)
workbench?
Provide video and chat capabilities during CAB meetings
Document meeting notes and share with attendees
Define a schedule and related logistics for CAB meetings
View a calendar of planned changes - Answer- Provide video and chat capabilities
during CAB meetings
Once an Incident is placed in a Resolved State, the Caller may no longer re-open the
Incident.
True
False - Answer- False
ANSWERS LATEST UPDATE
Which of the following statements is true when the Change Management - Risk
Assessment plugin is enabled?
Both the Risk Calculator and Risk Assessment are used to determine Risk for a
Change
A Risk Assessment is required for all Normal and Emergency Changes
Risk is automatically calculated on update of a Change
Risk Assessment replaces the Risk
Calculator to determine Risk for a Change - Answer- Both the Risk Calculator and Risk
Assessment are used to determine Risk for a Change
Which of the following represents how Knowledge Management subscriptions and
article versioning are enabled?
Customizations to Knowledge Management
Knowledge Base setting on each Knowledge Base
Features are enabled by default in baseline Jakarta instances
Activation of the Knowledge Management Advanced Plugin - Answer- Activation of the
Knowledge Management Advanced Plugin
Which mechanism is used to specify who can read Articles and who can contribute
Articles in a Knowledge Base?
Knowledge Category Attributes
Access Control Rules
User Criteria
Filter Criteria - Answer- User Criteria
,Which of the following statements are correct for Standard Changes. Select all that
apply.
Standard changes can be automated
Standard changes don't have Change tasks
Standard Change procedures must be stored in a Knowledge base
Standard changes are typically low risk and have detailed procedures - Answer-
Standard changes can be automated
Standard changes are typically low risk and have detailed procedures
When can a user (who has no assigned roles in the system) close an Incident?
When the user is the caller and the Incident's state is Resolved
When the user is the caller or on the Watch List and the Incident's
state is
When the user is the
caller and the Incident's state is not
already Resolved
When the user is the caller and the Incident's state is not already Closed - Answer-
When the user is the caller and the Incident's state is not already Resolved
Which of the following can be used to standardize the body of Outbound email
notifications?
Variable sets
Email Templates
Email Client
Inbound Action - Answer- Email Templates
For an incident, which of the following are used when calculating the value of the
Business Duration field?
Incident State
Duration Metric
,LA Schedule
Incident Auto-close
system property
Calendar duration - Answer- LA Schedule
Which type of record may be used to initiate the process to deploy a fix to an incident?
Problem
Service Request
Incident Resolution
Change Request - Answer- Change Request
Which of the following DOES NOT describe the purpose of CMDB?
Critical analysis and decision-making tool to support impact analysis
Repository to store IT Service infrastructure components and relationships
Inventory of IT assets in stock and available to Users
Centrally managed and controlled 'system of record' - Answer- Inventory of IT assets in
stock and available to Users
Which of the following Service Catalog variable types are not supported in Mobile
interfaces? Select all that apply.(4)
Lookup select box
IP Address
UI Page
Container Start
Label
HTML - Answer- UI Page
Container Start
Label
, HTML
The Requested Item table is extended directly from the Task table.
True
False - Answer- True
Which of the following statements are correct for Standard Changes and Standard
Change Templates? Select all that apply.(2)
Creation of a Standard Change Template requires approval
Standard Changes do not require approvals
Templates can be used only for Standard Changes
Standard Change Templates cannot include standard tasks - Answer- Creation of a
Standard Change Template requires approval
Standard Changes do not require approvals
The requested item table is extended directly from the task table
True
False - Answer- True
Which of the following functions is NOT enabled by the Change advisory board (CAB)
workbench?
Provide video and chat capabilities during CAB meetings
Document meeting notes and share with attendees
Define a schedule and related logistics for CAB meetings
View a calendar of planned changes - Answer- Provide video and chat capabilities
during CAB meetings
Once an Incident is placed in a Resolved State, the Caller may no longer re-open the
Incident.
True
False - Answer- False
