Presidents that are on the 1 dollar bill
Common recurring Catalog Variables can be grouped and standardized using
Variable Sets
A user has the VIP field set to true on their User [sys_user] record. When that user is selected as the Caller on an Incident, which of the following statements are true in a baseline platform configuration? Select all that apply.
The user's name is shown in red in the Caller field A 'VIP' decoration is displayed next to the Caller field
Which ITIL term refers to the cause of one or more Incidents that is typically unknown at the time of detection?
Problem
Guided Setup provides step-by-step instructions for loading Foundation Data, which includes __________.
Companies, Users, Groups, Roles, Departments, Locations
Primary tables associated with Request Fulfillment begin with the prefix __________.
sc_
Which platform feature is used to track field value durations, such as the length of time an Incident spent in each State or the length of time an Incident was assigned to each group?
metric
What is the name of the view that can be configured to control the fields displayed when a user hovers over the reference icon next to a reference field?
sys_popup
On the Change Record form, the Process Flow Formatter is used to __________.
Visually depict the Change Workflow
The Incident Task [incident_task] table is extended from the _________ table.
task [task]
What can be used to standardize the body of Outbound email notifications?
email templates
In which phase of the Incident Management lifecycle do Incidents typically get escalated?
Investigation and Diagnosis
A Parent Incident is updated to reflect a new Priority and a new Assignment Group. Which of the following represents corresponding updates made automatically to child Incidents?
No automatic updates are made to child Incidents
Knowledge Ratings are stored in the _________ table.
Knowledge Feedback [kb_feedback]
What is the minimum role required for a user to create an Emergency Change?
itil
Which type of record may be used to initiate the process to deploy a fix to an incident?
Change Request
_______________ is primarily focused on the details needed to manage and operate hardware and software. _______________ is primary focused on the financial aspects of hardware and software.
Configuration Management, Asset Management
In the baseline platform configuration, a end-user with no assigned roles can read an Incident when they are _________.
Caller, Opened By or on the Watch List
True or False: In the baseline platform configuration, when a Knowledge Article is flagged by a user as being incomplete or incorrect, a notification is sent to the Knowledge Base Owner.
false
What Knowledge Management capability allows users to ask and answer questions amongst peers within a Knowledge Base?
Social Q&A
True or False: Every Catalog Item uses the same workflow to manage approvals.
false
True or False: In the baseline configuration, Service Level Agreements use percentages of SLA Duration to determine when to send Breach Warnings and Breach Notice notifications.
True
What role is required to Delete an Incident?
itil_admin
What is the default number of days (integer) after which Resolved Incidents are automatically closed?
Seven
How is access to Knowledge Articles administered?
User Criteria and User Roles
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.