Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident, Problem and Change forms.
What do you recommend to your customer?
Which Change request fields are used in conflict detection? Choose 3 answers
Unless there are particular security requirements, what role is given to users that perform request fulfillment work?
When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number?
Your customer wants to limit the users who ate able to see internal Network requests, to members of the Network department.
Which roles would enable you to make these required changes?
Choose 2 answers
Unless there are particular security requirements, what role is given to users that perform request fulfillment work?
When building multiple catalog items, which components would you evaluate for consolidation and re-use? (Choose two.)
Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.
What Now Create assets do you recommend they review, to prepare? (Choose two.)
Your Problem Manager has a structured problem management process, which includes a final review of the solution implemented and of the data regarding incident reduction. When a problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee.
What feature would you use to meet this requirement?
Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services.
What should you do to satisfy this requirement?
What are two effective measures of performance for the Problem Management process?
Choose 2 answers
As of Quebec. Problem task records will move automatically from one state, to another state, provided the required fields are filled. What are those states?
How are Features related to Products and Releases?
Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency.
Which module should you use to locate and update the Priority Problem Lookup record?
Your customer wants to use Incident Tasks on Incident Records But for efficiency reasons they want to automatically close all Incident Tasks when the parent Incident is closed or canceled. How could you meet this requirement?
Choose 2 answers
A customer requires incidents to automatically move to a Closed state from Resolved after 7 days. How is this configured? Choose 2 answers
By default, a business rule causes the Assignment group to be automatically set on a change request record. How is the group identified?
What would you use to define a common grouping of configuration items such as all web servers in Miami?
What are key relationships between Change and Problem records?
Choose 2 answers
Which record type would you use for an Ask a Question form that would generate an Incident?
In what table are Change records stored?
Your client indicates they would like a way to designate VIP callers on an incident form. How would you accomplish this?
Given the class structure shown below which types of CIs will be included in a report run against the cmdb_ci_computer table?
The Problem table is extended from what table?
Incidents can be created and managed in the workspace using Ul layouts that are tailored to different personas, processes. and interfaces Examples include:
• Default
• Major incidents
• Self Service
• Mobile
What are these Ul layouts called in the Now Platform?
Why don't Problem records automatically move from Resolved to Closed after the fix is implemented.
Which role has the ability to configure and manage incident Management properties?
What process is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the catalog and ensuring that a central, accurate, and consistent source of data is provided?
A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis.
What would be the next step for this problem?
Prior to Quebec, when you click Change > Create New, which page is displayed?
Which of these can be associated with a service within the service portfolio taxonomy?
The current status of a problem record is tracked in the State field. Each state has a label, value and constant. This example is for Fix in Progress state:
Your customer wants to add a prerequisite for moving out of the Fix in Progress state. When you update the script include which value is better to use in the script?
What are key relationships between Change and Release Management? (Choose three.)
What types of Conflicts are detected automatically on the Change request?
Choose 3 answers
When creating a catalog, which field specifies who is able to create, modify, and publish items in the catalog?
In release management what controls the movement of the state from Scoping to Awaiting Approval?
In Change management, what allows customers to define condition based flows for a fit for purpose model?
On the 'Create New" change landing page in Service Operations Workspace, what class label is displayed for the Emergency change model?
What are the different ways a user can provide feedback on a knowledge article?
Choose 4 answers
Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?
What are the components of a Flow Action?
What is the minimum number of offering(s) a service must have to move to the Catalog phase?
Your customer has built a mature knowledge base, with articles targeted to internal audiences, which are technical. Other articles are written for
end users, with simple instructions. From the Incident form, the agents would like to be able to identify which articles are visible to the callers. What
feature would you use, to satisfy this requirement?
What tools are available to the assignee to help resolve an incident?
Choose 2 answers
Which catalog properly allows users to save partially-completed requests to complete and submit at a later time?
Which record type would you use for a Computer request?
What would you use to create Incident records based on email sent by users or systems?
When configuring stages in Flow Designer, what are some of the options that can be done? (Choose two.)
When building out a service catalog categorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain categories?
Choose 3 answers
On the Release record, what are the available options on the Release phase list?
What are some good practices for guiding your customers' use of Notifications?
Choose 3 answers
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