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ServiceNow ITSM Implementation Problem Management Exams
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ServiceNow ITSM Implementation Problem Management Exams
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ServiceNow ITSM Implementation ProblemManagement Exams
Appropriate roles should be assigned to groups working the Problem application. What
are they? - ANS-problem_coordinator is responsible for working on problem and
problem tasks, and can communicate fixes, workarounds, and create known error
articles.
problem_task_analyst is responsible for working on problem tasks only and assisting
with investigation.
Can users with the itil role move Problem and Problem tasks through their lifecycles? -
ANS-No.
They can create and update problems and problem tasks and add related records but
not push through the process.
How are Problems detected? - ANS-Proactively or Reactively
How do you add or remove fields that are copied to a Problem from an Incident? -
ANS-Navigate to Problem Properties and edit the
com.snc.problem.create_from_incident.attributes property.
(Under Problem Created From Incidents)
How do you specify which Knowledge Base the Known Error Article will be created in? -
ANS-The property problem.knowledgebase.known_error_article.
How do you update the Priority Problem Lookup record? - ANS-System Policy > Rules
> Data Lookup Definitions then open the record.
Multiple Incidents can be related to a single Problem record. If a Problem hasn't been
created an agent can create a new problem by selecting the Create Problem UI action.
This will copy values to the Problem from the Incident and updates the Incident record
with the reference to the Problem. What are the fields that are copied? - ANS-1. Incident
Number
2. Description
3. Short Description
4. Configuration item
5. Business service
, 6. Impact
7. Urgency
8. Priority
9. Company
10. Domain
11. Category
12. Subcategory
Name some approaches to Categorization in Problem Management. - ANS-1. Re-use
existing categories on problem that are available on incident.
2. Define New Categories
3. Drive Categorization by CI
Name the Problem States. - ANS-1. New
2. Assess
3. Root Cause Analysis
4. Fix in Progress
5. Resolved
6. Closed
Name the Problem Task States. - ANS-1. New
2. Assess
3. Work In Progress
4. Closed
Problem has several form views to support different personas. What are they? - ANS-1.
Default view ( agents )
2. Accept Risk Dialog
3. Assess Dialog
4. Cancel Dialog
5. Mark Duplicate Dialog
6. Mobile ( Mobile Classic )
7. Resolve Dialog
8. Start Fix Dialog
9. Sys_popup
10. Workspace
Problem Management interacts with other ITIL processes in what way? - ANS-1.
Resolve a series of incidents related to the same issue by permanently solving an issue
or communicating a workaround.
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