If you hover over the reference icon for a Caller, and a sys_popup view hasn't been configured, which
view is used?
If no sys_popup view is defined for a table, the Default view of the form will be used when a user
hovers over a
The Knowledge [kb_knowledge] table is extended from _________ .
Knowledge [kb_knowledge] is a base table; it does not extend another table
True or False: Within a Catalog Item, a 'Container Split' formatter is required between 'Container
Start' and 'Container End' to split variables into columns.
Which of the following is considered a best practice for managing the Valid To date for Knowledge
The default value for this field is set in the Dictionary to 2020-01-01. Users may manually select a
new date when
editing articles. However, this approach does not promote consistency for effective article
Consider setting the Valid to date as part of the publish Knowledge function in the KBWorkflow Script
Include. If the
Valid to date depends on the type of article (e.g. Policy or Support article), a copy of the
Publishing workflow may be created with a branch for each article type/ category. (Since categories
different for each Knowledge Base, this would not be appropriate to include in the Script
True or False: Every Catalog Item uses the same workflow to manage approvals.
In the CAB Workbench application, meeting notes and minutes are documented at the CAB meeting
In Change Management, what is the purpose of the Risk Assessment Survey?
Risk Assessments leverage Survey functionality to allow users to answer questions regarding a
Change to better assess
risk. Conditions are set for each Assessment master to determine which survey should be used.
Questions are defined
and associated response choices are given scores. The sum of all response scores is matched against
Thresholds to determine risk.
In the baseline configuration of Change Management, which fields are included when the Copy
Change UI action is used to copy a Change Request?
These fields get copied from CR to new CR:
These expressly do NOT get copied
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
A. The Work Notes field on each associated Incident is updated with details from the Problem Close
B. The State of each Incident is set to In Progress
C. The State of each associated Inciedent is updated to ResolveResolution code is set to
D. Solved (Permanently). Resolution notes are populated with details from the Problem Close Notes
E. No updates are made to associated Incidents. Service Desk agents must manually update all
The Resolve Incidents UI Action acts ONLY on related Incidents that are in a State of On Hold with an
On Hold Reason
of Awaiting Problem. When triggered, t he UI Action will set all Incidents that meet these conditions
to a State of
Resolved and will set the Resolution code and Resolution notes.
Updating the Problem record won't update the associated Incidents. The Resolve Incidents UI Action
must be used to
update the incidents.
Under which circumstances is it appropriate to leave a Problem record in a State of Known Error?
Resolution and Recovery: Once the Root Cause has been identified, determine whether the
established Workaround is
sufficient to restore service to related Incidents and prevent the occurrence of future Incidents. If
not, you may
decide to implement a permanent fix to the
Problem by creating a Change Request. Once the Change has been implemented or a Known Error
been deemed acceptable, close the Problem record.
If a Change is pending implementation, the Problem state should be "Pending Change" instead of
Which table is the base class for the Configuration Management Database?
Over 500 classes extend Base Configuration Item [cmdb], the base class for CMDB. All technical
Items extend from Configuration Item [cmdb_ci]. Non-technical Configuration Items, such as
directly from Base Configuration Item.
User Criteria is used to determine who may order Items in a Service Catalog Category.
User Criteria determine who may request items in a Service Catalog Category or who may request
Items. User Criteria sets filters and conditions for access based on attributes associated with a user
record, such as
Department, location, Company, Manager, etc.
In which situation would an Order Guide be used?
Order Guides allow organizations to group multiple items typically ordered together. One common
use of Order Guides
is to onboard a new employee. This process may involve provisioning a computer with appropriate
software, access to
key systems, telephone setup, etc. Order Guides may standardize the process and allow hiring
managers to track
progress for each component to ensure on-time delivery
In the baseline platform configuration, who can create Change Requests?
In the baseline platform configuration, which Incident Management function is limited to users with
roles of either itil_admin or admin?