ITSM TESTBANK QUESTIONS WITH
100% CORRECT ANSWERS
Your customer needs help defining Category values for the Problem records. What
approach should you suggest? (Choose two.)
A) Define categories based on ITIL problem taxonomy
B) Define categories based on the customer's CMDB classes
C) Re-use existing categories from incident management
D) Re-use existing categories from legacy systems - Answer- BC
In the Quebec release of Change management, what new architectural features were
added?
A) Change Flows, Change Designer and Change Approval Matrix
B) Change PIR Assessments, Change Designer and Change Approval Policies
C) Catalog builder and Change Designer
D) Change Models, Change Flows and State Transition Models - Answer- D
From a data model perspective, which table is the base class for the configuration
management database?
A) Base Configuration Item [cmdb]
B) Configuration Item [cmdb_ci]
C) Asset [asset]
D) Base Item [cmdb_base_item] - Answer- A
How are Service Catalogs and Catalog Items related? (Choose two.)
A) A catalog item can be associated with one or more service catalogs
B) Access to catalog items is determined by the service catalog's assigned user criteria
C) Service catalogs may contain multiple catalog items
D) A catalog item can only be associated with one service catalog - Answer- AC
Which record type would you use for a View Company Policies link that would redirect
to a Knowledge Article?
A) Record Producer
B) Order Guide
C) Content Item
D) Knowledge Item
E) Catalog Item - Answer- C
The Problem Manager wants the Problem Coordinators to be able to Re-analyze a
Completed Problem.
Which module could they use to make this change?
,A) Problem > Administration » Problem Properties
B) System UI > Form Actions
C) System UI > UI Action Groups
D) State Management > State Models
E) System UI > UI Actions - Answer- A
When using Inbound Email Actions, what happens if an email is received which has no
watermark or reference number?
A) Email is rejected adn auto-reply sent to sender
B) New incident created from the message
C) New case is created from the message
D) New interaction is created from the message - Answer- B
When defining SLAs for the service catalog, at what level is the SLA typically defined?
A) Requested Item
B) Service Catalog
C) Catalog Task
D) Request - Answer- A
Which role has the ability to modify the cart layout?
A) itil
B) itil_admin
C) catalog_admin
D) catalog_manager - Answer- C
A tester reports a bug, because they submitted a Known Error article from a Problem
record, but it is not visible from the Known Error database. What could cause this?
A) The Problem Management Best Practice - Madrid - Knowledge Integration plugin has
not been activated
B) The user criteria on the knowledge base is incorrect
C) The tester is not impersonating an itil user
D) The article is in draft state, but has not been published - Answer- D
By default, when using Inbound actions, what happens if an email is received which has
an Incident watermark?
A) Incident record is updated, per the action's script
B) Incident record is re-set to state = attention required
C) Incident SLA clock is un-paused
D) Auto-reply sent to sender, recommending they use Portal chat - Answer- A
You have created a new Change model and added a new Approval Policy for that
model. But the newly defined approval is not triggering. What could cause this issue?
A) The "Apply Change Approval Policy" action in the flow created for the new change
model does not reference the new Approval Policy.
,B) The workflow that triggers the Approval Policy for the new model has not been
created using the workflow editor.
C) The system property "glide.ui.approval.policies" has not been updated to include the
new Approval Policy.
D) The business rule "Apply approval policy" on the change_request table has not been
updated to include the new Approval Policy. - Answer- A
In the CAB workbench, what are some ways the CAB manager can identify the Change
requests to be added to a particular meeting agenda? (Choose two.)
A) Change requests for a certain Change Flow Definition
B) Change requests meeting different conditions, like Risk level or Type
C) Use any of the options on the Agenda Criteria Tab
D) Change requests planned within a certain date range - Answer- BD
Which interface is designed for tier 1 IT agents who solve internal or external customer
issues?
A) ITSM Dashboard
B) IT Service Management Workspace (Agent Workspace)
C) ITIL Homepage
D) Incident Overview - Answer- B
When using Agent assist in the Agent workspace, what are examples of possible
solutions can be automatically searched and displayed? (Choose five.)
A) SQL Queries
B) Incidents
C) Knowledge
D) Runbook Actions
E) Problems
F) Cases
G) Changes - Answer- BCEFG
What are the components of a Flow Action?
A) Inputs, Processes, Subprocesses, and Outputs
B) Processes, Subprocess and Action Steps
C) Indexes, Processes and Outputs
D) Inputs, Action Steps and Outputs - Answer- D
When using the Email Client, what is the difference between an Email Template and a
Quick Message?
A) Email Templates are included with ITSM; Quick Messages are new with Machine
Learning
B) Email templates are defined by users with admin role; Quick Messages are defined
by users with quick_message_admin role
C) Email Template is defined and automatically applied when the email form launches;
Quick Messages are defined and then can be manually applied by the user
, D) Email Templates are like forms that can be sent to the caller for completion; Quick
Messages are primarily used by the Chat Bot - Answer- C
By default, a business rule, causes the Assignment group to be automatically set. How
is the group identified?
A) Change group on CI record, or if empty, the Change group on the Service offering
B) Support group on CI record, or the default assignment group for the user
C) Support group on CI record, or if empty, the Support group on the Service offering
D) Support group on CI record, or if empty, the Support group on the Service - Answer-
C
Which role would give you access to the CI Class Manager?
A) ecmdb_admin
B) sn_class_manager
C) class_manager
D) ecmdb - Answer- A
When you activate the ITSM Roles plugin, what additional granular roles are created for
the Incident application? (Choose two.)
A) sn_incident_write
B) sn_incident_insert
C) sn_incident_update
D) sn_incident_read - Answer- AD
A change user complains that with the new Preapproved tab, they have to search
through many options to find the Reboot Windows Server change. Since they use this
change several times per day, it is inconvenient. What should you suggest to make it
easier for the change user?
A) Drag the change tile to the Navigation pane
B) Make a Favorite
C) Use the Pin feature
D) Use the keyword search - Answer- B
Unless there are particular security requirements, what role is given to users that
perform request fulfillment work?
A) sc_fulfiller
B) task_worker
C) itil
D) fulfiller
E) catalog_fulfiller - Answer- C
What would you use to create a New Hire Employee request which would allow you to
order your workstation and company mobile?
A) Order Guide
B) Record Producer
C) Content Item
100% CORRECT ANSWERS
Your customer needs help defining Category values for the Problem records. What
approach should you suggest? (Choose two.)
A) Define categories based on ITIL problem taxonomy
B) Define categories based on the customer's CMDB classes
C) Re-use existing categories from incident management
D) Re-use existing categories from legacy systems - Answer- BC
In the Quebec release of Change management, what new architectural features were
added?
A) Change Flows, Change Designer and Change Approval Matrix
B) Change PIR Assessments, Change Designer and Change Approval Policies
C) Catalog builder and Change Designer
D) Change Models, Change Flows and State Transition Models - Answer- D
From a data model perspective, which table is the base class for the configuration
management database?
A) Base Configuration Item [cmdb]
B) Configuration Item [cmdb_ci]
C) Asset [asset]
D) Base Item [cmdb_base_item] - Answer- A
How are Service Catalogs and Catalog Items related? (Choose two.)
A) A catalog item can be associated with one or more service catalogs
B) Access to catalog items is determined by the service catalog's assigned user criteria
C) Service catalogs may contain multiple catalog items
D) A catalog item can only be associated with one service catalog - Answer- AC
Which record type would you use for a View Company Policies link that would redirect
to a Knowledge Article?
A) Record Producer
B) Order Guide
C) Content Item
D) Knowledge Item
E) Catalog Item - Answer- C
The Problem Manager wants the Problem Coordinators to be able to Re-analyze a
Completed Problem.
Which module could they use to make this change?
,A) Problem > Administration » Problem Properties
B) System UI > Form Actions
C) System UI > UI Action Groups
D) State Management > State Models
E) System UI > UI Actions - Answer- A
When using Inbound Email Actions, what happens if an email is received which has no
watermark or reference number?
A) Email is rejected adn auto-reply sent to sender
B) New incident created from the message
C) New case is created from the message
D) New interaction is created from the message - Answer- B
When defining SLAs for the service catalog, at what level is the SLA typically defined?
A) Requested Item
B) Service Catalog
C) Catalog Task
D) Request - Answer- A
Which role has the ability to modify the cart layout?
A) itil
B) itil_admin
C) catalog_admin
D) catalog_manager - Answer- C
A tester reports a bug, because they submitted a Known Error article from a Problem
record, but it is not visible from the Known Error database. What could cause this?
A) The Problem Management Best Practice - Madrid - Knowledge Integration plugin has
not been activated
B) The user criteria on the knowledge base is incorrect
C) The tester is not impersonating an itil user
D) The article is in draft state, but has not been published - Answer- D
By default, when using Inbound actions, what happens if an email is received which has
an Incident watermark?
A) Incident record is updated, per the action's script
B) Incident record is re-set to state = attention required
C) Incident SLA clock is un-paused
D) Auto-reply sent to sender, recommending they use Portal chat - Answer- A
You have created a new Change model and added a new Approval Policy for that
model. But the newly defined approval is not triggering. What could cause this issue?
A) The "Apply Change Approval Policy" action in the flow created for the new change
model does not reference the new Approval Policy.
,B) The workflow that triggers the Approval Policy for the new model has not been
created using the workflow editor.
C) The system property "glide.ui.approval.policies" has not been updated to include the
new Approval Policy.
D) The business rule "Apply approval policy" on the change_request table has not been
updated to include the new Approval Policy. - Answer- A
In the CAB workbench, what are some ways the CAB manager can identify the Change
requests to be added to a particular meeting agenda? (Choose two.)
A) Change requests for a certain Change Flow Definition
B) Change requests meeting different conditions, like Risk level or Type
C) Use any of the options on the Agenda Criteria Tab
D) Change requests planned within a certain date range - Answer- BD
Which interface is designed for tier 1 IT agents who solve internal or external customer
issues?
A) ITSM Dashboard
B) IT Service Management Workspace (Agent Workspace)
C) ITIL Homepage
D) Incident Overview - Answer- B
When using Agent assist in the Agent workspace, what are examples of possible
solutions can be automatically searched and displayed? (Choose five.)
A) SQL Queries
B) Incidents
C) Knowledge
D) Runbook Actions
E) Problems
F) Cases
G) Changes - Answer- BCEFG
What are the components of a Flow Action?
A) Inputs, Processes, Subprocesses, and Outputs
B) Processes, Subprocess and Action Steps
C) Indexes, Processes and Outputs
D) Inputs, Action Steps and Outputs - Answer- D
When using the Email Client, what is the difference between an Email Template and a
Quick Message?
A) Email Templates are included with ITSM; Quick Messages are new with Machine
Learning
B) Email templates are defined by users with admin role; Quick Messages are defined
by users with quick_message_admin role
C) Email Template is defined and automatically applied when the email form launches;
Quick Messages are defined and then can be manually applied by the user
, D) Email Templates are like forms that can be sent to the caller for completion; Quick
Messages are primarily used by the Chat Bot - Answer- C
By default, a business rule, causes the Assignment group to be automatically set. How
is the group identified?
A) Change group on CI record, or if empty, the Change group on the Service offering
B) Support group on CI record, or the default assignment group for the user
C) Support group on CI record, or if empty, the Support group on the Service offering
D) Support group on CI record, or if empty, the Support group on the Service - Answer-
C
Which role would give you access to the CI Class Manager?
A) ecmdb_admin
B) sn_class_manager
C) class_manager
D) ecmdb - Answer- A
When you activate the ITSM Roles plugin, what additional granular roles are created for
the Incident application? (Choose two.)
A) sn_incident_write
B) sn_incident_insert
C) sn_incident_update
D) sn_incident_read - Answer- AD
A change user complains that with the new Preapproved tab, they have to search
through many options to find the Reboot Windows Server change. Since they use this
change several times per day, it is inconvenient. What should you suggest to make it
easier for the change user?
A) Drag the change tile to the Navigation pane
B) Make a Favorite
C) Use the Pin feature
D) Use the keyword search - Answer- B
Unless there are particular security requirements, what role is given to users that
perform request fulfillment work?
A) sc_fulfiller
B) task_worker
C) itil
D) fulfiller
E) catalog_fulfiller - Answer- C
What would you use to create a New Hire Employee request which would allow you to
order your workstation and company mobile?
A) Order Guide
B) Record Producer
C) Content Item
