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CIS - ITSM 10

A problem record is the Parent to what record?

Known Error

Workaround

Problem Task

Major Incident

A new problem manager wants to know how to create reports for monitoring problem management activities. What do you recommend they do before creating new reports?

Submit a New Report Request via the service catalog

Take the Performance Analytics fundamentals course

Go to Reports > View/Run > All, then search for Problem reports

Submit a request for the sn_report_creator role

A user wants to know what makes the Known Error knowledge base in ServiceNow different from all other knowledge bases. How should you respond?

The Known Error knowledge base documents problems that are under investigation, but not yet have a root cause

Only users with sn_known_error_write can create Known Error articles

Users with sn_problem_write can create known error articles, but not articles for other knowledge bases

The Known Error knowledge articles use a template, which includes the Workaround and the Cause

Inside a change flow, you can automate a task with a sequence of related steps, like looking up a record, creating a record, or applying a policy. What is this component of the flow called?

Flow Activities

Flow Tasks

Action Pills

Flow Actions

In Change management, what allows customers to define condition based flows for a fit for purpose model?

State Transition Models

State Flows

Workflows 2.0

Conditional Change Models

Which persona is required to check whether the change plan is technically sound?

Manual approval

Change manager

Peer approval

CAB

What needs to be activated/installed to use the Configuration Management Database (CMDB) quick start tests?

The 'CMDB - ATF Tests' plugin

The 'Performance Analytics - Content Pack - Configuration Management (CMDB)' plugin

The 'CMDB Test Equipment' plugin

The 'Extended CMDB' plugin

What serves as a container for change requests and manages the execution of change management?

Release management

Incident management

Configuration management

Knowledge management

How can you quickly reference the most frequently used articles in Service Portal?

By creating a shortcut link for them

By marking them as favorites

By rating them or marking them as helpful

By flagging them

Actual start and actual end dates in a change request are populated automatically when the change state is updated to _______ (start) and then _______ (end).

Assess, Closed

Implement, Review

Authorize, Implement

New, Closed

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