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Question # 4

Which of the following options can a survey administrator define on an individual survey? (Choose two.)

A.

The ability for end users to decline survey assignments

B.

Number of survey reminder notifications

C.

Trigger conditions

D.

Anonymize responses

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Question # 5

If the Assignment group is empty on an incident record what happens when an agent that is a member of multiple user groups clicks the Assign to the Ul action?

A.

The agent is prompted to select the Assignment group

B.

An error is displayed indicating the agent must manually assign the incident

C.

The Assignment group field will not populate

D.

The Assignment group field automatically populates with the agent's primary group

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Question # 6

Where can a change manager define the interval frequency for unauthorized change detection?

A.

The ci.change.unplanned business rule

B.

Event Processing Properties module

C.

Unauthorized Change Properties module

D.

Unauthorized change flow

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Question # 7

Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?

A.

Application Menus

B.

Reports

C.

CI Class Manager

D.

Dependency View

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Question # 8

In the life of a Problem record there are opportunities to click the Re-Analyze button and move backwards in the lifecycle.

When you click the Re-Analyze button, what state Is set on the problem record?

A.

Assess

B.

Root Cause Analysis

C.

Fix in Progress

D.

Draft

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Question # 9

How are Features related to Products and Releases?

A.

Products have associated features, which are organized into releases

B.

Products use features to define release types

C.

Features are included in releases, not associated with products

D.

Emergency releases can include products and features

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Question # 10

You have just released a new Change Model to the testers. Testers report they can see the old change models but cannot see the new change model on the change landing page. What could cause this?

A.

Workflow has not been published

B.

Testers need itil role to see me change models

C.

New change models are only visible to Change Managers

D.

New change model needs Active lo be set to True

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Question # 11

What would you use to define a common grouping of configuration items such as all web servers in Miami?

A.

CI class

B.

Dependent group

C.

CSDM component group

D.

Dynamic CI group

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Question # 12

What are key relationships between Change and Release Management? (Choose three.)

A.

Release management application is required, to use the Change management application

B.

Change includes planning and approvals; Release includes building, testing and execution of changes

C.

A Release can contain one or more Changes

D.

A Change can contain one or more Releases

E.

Change management provides governance, which includes Release management

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Question # 13

Why don't Problem records automatically move from Resolved to Closed after the fix is implemented.

A.

It is designed to follow the ITIL4 standard

B.

There is a scheduled job that automatically moves Resolved problems to Closed after 7 days

C.

It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record

D.

There is no Closed state. Problem records are moved to Completed

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Question # 14

Which of the following elements are automatically included in the name of the update set for items published via Catalog Builder?

Choose 2 answers

A.

timestamp

B.

item author

C.

variables

D.

catalog(s)

E.

item name

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Question # 15

Your customer has an external system, which is used to perform changes. Your customer wants to capture these changes in your instance for reporting and CMDB maintenance purposes. What baseline Change Model supports this scenario?

A.

Automated Changes

B.

Cloud Infrastructure

C.

Unauthorized Changes

D.

Change Registration

E.

Retroactive Changes

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Question # 16

What are the Release types available on the baseline release record?

A.

Standard, Normal, Prototype, Patch

B.

Alpha, Beta, Snapshot, Nightly, Milestone, Release Candidate

C.

Standard, Normal, Emergency

D.

Major, Minor Upgrade, Emergency Maintenance, Patch

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Question # 17

Your customer would like to add a field to the Something is Broken record producer form. Which formatter would you use to add the field?

A.

Form Designer

B.

VEditor

C.

Variable Designer

D.

Record Producer Form Designer

E.

Default Variables Editor

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Question # 18

Your implementation has some legacy change types with workflows, and also some new change models. What option for Change Create New will support your scenario?

A Change Landing Page

B. Change Overview

C. Change Interceptor

D. Change Catalog

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Question # 19

How is granular read and write access for a specific change model defined?

A.

Setting Advanced Security to true and applying user criteria

B.

Configuring ACL's on the Create New landing page

C.

Change properties

D.

Configuring ACL's on the chge_model table

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Question # 20

What is an example of a good use case for an Order Guide?

A.

Order a set of Dishes

B.

Order a Custom Automobile

C.

Order a Technical Consultation

D.

Order a Couch

E.

Order a case of Laundry Soap

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Question # 21

Where are the timeframe conditions for sending an SLA breach warning notification defined?

A.

SLA definition record

B.

Default SLA flow

C.

SLA Properties application

D.

SLA trigger conditions

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Question # 22

When configuring stages in Flow Designer, what are some of the options that can be done? (Choose two.)

A.

Stage labels and names can be changed

B.

States for the requested item records can be renamed

C.

Define a Service Level Agreement for a stage

D.

Estimated durations can be set

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Question # 23

When a user submits a service request from a catalog what actions are triggered based on the flow definition?

Choose 3 answers

A.

Approvals

B.

Notifications

C.

Tasks

D.

Action Specs

E.

Access Controls

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Question # 24

What are the components of a Flow Action?

A.

Inputs, Processes, Subprocesses, and Outputs

B.

Processes, Subprocess and Action Steps

C.

Inputs, Action Steps and Outputs

D.

Indexes, Processes and Outputs

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Question # 25

Which field from the configuration item will automatically populate in the Assignment group field of a problem record?

A.

Change group

B.

Support group

C.

Managed

D.

Approval group

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Question # 26

What are the components of a Flow Action?

A.

Processes, Subprocess aid Action Steps

B.

Indexes, Processes and Outputs

C.

Inputs Action Steps and Outputs

D.

Inputs Processes, Subprocesses and Outputs

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Question # 27

What should you use to capture data in a grid layout on a catalog item?

A.

Cascade variable

B.

Multi-row variable set

C.

Grid variable

D.

Enable set

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Question # 28

On a request form, the requester needs to indicate when they need to receive the item.

What Variable type would you use for this information?

A.

Duration

B.

Due Date

C.

Date Picker

D.

Date

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Question # 29

Which record type would you use for a View Company Policies link that would redirect to a Knowledge Article?

A.

Content Item

B.

Record Producer

C.

Knowledge Item

D.

Order Guide

E.

Catalog Item

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Question # 30

Where should an admin go to view all of the search queries entered by users in the knowledge search?

A.

[KD_feedback] table

B.

[kb_view] table

C.

Knowledge queries application

D.

Search logs application

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Question # 31

What is KCS (Knowledge Centered Services)?

A.

A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

B.

A documented methodology to provide a set of best practices for creating and maintaining knowledge

C.

A dashboard with specific visualization of the different knowledge bases and categories

D.

An application that helps agents and managers to create cases from Knowledge articles

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Question # 32

In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)

A.

Automatically via the Change - Implementation subflow

B.

Manually by the user during New, Assess, and Authorized states

C.

Automatically depending on the category selected on the Change Request

D.

Manually by the user during all states, except Closed or Canceled

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Question # 33

What are key relationships between Change and Problem records?

Choose 2 answers

A.

A Problem must be associated with a Change, before it can be closed

B.

Changes which cause incidents should have an associated Problem

C.

A Change can cause a Problem

D.

Problem can be solved by a Change

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