1.
CMDB: Base table for all configuration item based on CSDM
2. Release Management: Product and Feature Relationship
3. Problem: When Problem Management is activated what are the granular roles included?
Problem Read
Problem Write
4. If Problem Coordinator accidentally created multiple Problem Investigation who can delete the
records? Problem_admin or admin
5. To enhance security, if business user needs to approve certain request, what role should be
granted? Approver_user
6. Where to check hierarchy of CI? CI Class Manager
7. If you would want Incident task to auto close when parent incident is closed, where do you
configure this? 2 answers
- Incident Properties > Close Task when incident is closed should be true
- Enable (name nung property) from sys_properties.list
8. Assignment group of Problem and Incident can be auto populated by?
CI record > Support Group
9. How it is being populated based on the Support group of the CI?
Via Business Rules (please check the name)
10. In Request management where typically SLA are being set? Requested Item
11. Check the trigger of the Change Flows!
12. Review Change Approval Policy – policy inputs
13. Forgot the question, but they have provided samples:
Default
Mobile
Self-Service
Workspace
Answer: Views
14. Incident records are stored in? incident table
15. Review State Model for Incident, Problem and Change. There’s a question asked what are the
possible transition if the state is Authorize in Change? Answer: Can be cancelled, new (if
approval is rejected), and scheduled(if approval is approved).
16. What are the additional states if Major Incident is activated? Proposed, Rejected, Promoted
and Cancelled.
17. Release Phases
18. If client wants to apply SLA in all ITSM apps what would you recommend? Problem should not
be included as this is designed to investigate RCA and may took investigation longer.
19. What is the possible cause why Known error knowledge base and create KB article related links
are not visible? Madrid plugin for Problem is not yet activated
20. Cascaded Variable
21. VEditor
22. Multi-row variable set
23. Newly created state model is not visible in Change Interceptor? Data model active should be set
to true
24. In Change Normal Assess flow, what is being for approval? Change Approval Policy
25. Flow Designer Action: Input, Action Steps, Output
26. CAB Workbench
27. Flow and Workflow: to establish end to end process for Request Management
28. Advanced reporting that is available in ITSM – Performance Analytics
29. If you need to provide link – content item
30. Please review ITSM fundamentals what roles will be activated if Incident, Change, Problem and
Request management is activated
31. Relationship of ITSM applications!
32. Notifications best practices
33. Catalog Builder
34. It has quantity, price, estimated delivery etc – catalog item
35. If I have multiple groups and an incident record has no assigned to and assignment group, what
would happen to assignment group if I click assign to me button?
Enhancement to the Assign to me UI action
Select the Assign to meUI action for an incident record to assign the record to yourself after passing
the following checks:
If the Assignment groupfield is filled in and you're part of the group, the record is assigned to you.
If the Assignment group field is empty and you're a member of a single group, the Assignment group
field is filled in and the record is assigned to you.
If the Assignment group field is empty and you're a member of multiple groups, you're prompted to
select the Assignment group. When you manually select the Assignment group, the record is assigned
to you.
36. Relationship of Change and Release
- changes can be implemented in batches and linked to a release process and schedule
- release management provides a high tier level of governance over change management
process
37. How to give feedback to article: 4 answers
Flag
Comment
5 star rating
Mark as helpful or not helpful
38. Where to config timeframe to send breach warning? Default SLA Flow
39. If you re-analyze a problem what would be the new state? RCA
40. prior sa Quebec, ano daw lalabas pag punta ka sa Change > Create New? Interceptor
41. what will you do if someone request ng report?
42. What can you set in portal settings using the catalog builder?
- Submit button label: order, request or submit
- Hide add to cart button (checked if request or submit)
- Hide add to wishlist button
- Hide quantity selector (checked if request or submit)
- Hide delivery time (checked if submit)
- Hide attachment button
- Make attachment mandatory
43. Order guide vs bundles
- Order guide submits a single service catalog request that generates several items.
- Order guides can be run automatically, generating a set of ordered items without
needing to manually submit a service catalog request
44. What can you see in request summary
- Item/s name, delivery date, stage, price per item, quantity, subtotal per item, grand
total
