Incident
Who/What role can delete incidents?
itil_admin
What is the Problem Management Lifecycle
1. Detection and Logging
2. Investigation and Diagnosis
3. Resolution and Closure
Which type of record may be used to initiate the process to deploy a fix to an incident?
Change Request
Service Catalog item access is controlled by _____
User Criteria
In the base platform configuration, what automatically happens to an incident in a Resolved state after 7 days?
The incident is automatically moved to a Closed state
What do you need to have in order to create an Incident from Chat?
Support Connect
True or False: A problem can be created from an Incident
True
Change Task is extended from which table?
Task Table
True or False: A Service Catalog category cannot be restricted to a group of users.
False
Which field on a Configuration Item (CI) may be used to route Incidents to the appropriate group to quickly resolve Incidents related to the CI?
Support Group
On an incident, which of the following conditions will trigger the Reopen Count field value to be incremented?
a) Submission of an incident by the same Caller with an identical short description
b) Assignment group changes from Service Desk to Software Group
c) Update to an associated problem record
d) State changes from Resolved to On Hold
D) State changes from Resolved to On Hold
In Problem Management, when the State of a Problem changes to Closed/Resolved, what updates are made to the associated Incidents? (Assume associated Incidents have a State of On Hold and On Hold Reason of Awaiting Problem.)
No updates are made to associated Incidents. Service Desk agents must manually update all associated Incidents.
How to modify the attributes copied from a problem into a change when creating a change from a problem?
Modify the UI Action script that is used to create change
What data import feature should be used when importing Configuration Item data for services and servers?
Transform Maps
What can you use to explore the CMDB hierarchy and table definitions?
CI Class Manager
Which field on incident table tracks to total elapsed time between incident created and resolved?
Calendar_duration
When creating a problem record from an incident record, which element defines the field mapping between the two?
Problem created from Incidents system property (com.snc.problem.create_from_incident.attributes
Conflict detection in change management can identify conflicts from what?
a) The change schedule is during blackout periods
b) The CI is not in the maintenance window
c) Existing scheduled changes to the CI
In the Content item, what is the "Catalog content" option in "Content type" used for?
Cross-reference among catalogs
Each time a knowledge article is viewed, a record with the user identity and whether the articles was attached to a task, is added to which table?
Knowledge Use [kb_use]
itil_admin users must also have the BLANK role to create a new CI class
personalize_dictionary
to impose prerequisites or limits for moving from one Problem state to another, incorporate new logic in the BLANK script
ProblemStateUtils
Which record should be modified to restrict when change can be moved to specific state?
ChangeRequestStateModel script include
The four types of content that can appear in service catalogs are ___?
Catalog Items, Record Producers, Order Guides, Content Items
BLANK control who can read and who can contribute to knowledge bases
User Criteria