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SN ITSM Cert Questions 2024
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SN ITSM Cert Questions 2024
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SN ITSM Cert Questions______ is for Record Producers only, ______ is for catalogs and tasks. - ANS-Variable
Editor, VEditor
A fulfiller has completed all tasks for one of the items in a request, and the tasks are set
to Closed. What happens in the workflow? (1)
a) The requested item is automatically set to Closed Complete.
b) The requester is notified that the request is Complete.
c) The requested item moves to the next phase of fulfilment.
d) The request is automatically set to Closed Complete. - ANS-a) The requested item is
automatically set to Closed Complete.
A problem manager assigns a new problem to himself/herself and associates the
incidents to the problem. What state should the problem record be in? (1)
a) Root Cause Analysis
b) Assess
c) New
d) None of the above - ANS-b) Assess
A single request is submitted for approval. The RITM workflow includes pre-approval.
Which of the following is true? (1)
a) Fulfilment can begin once other RITMs in the REQ are approved.
b) Fulfilment can begin immediately.
c) Fulfilment can begin once the REQ is approved.
d) Fulfilment can begin once all RITMs are reviewed. - ANS-c) Fulfillment can begin
once the REQ is approved.
A user with role catalog_editor can maintain catalog items but he/she CANNOT update
catalog definitions - ANS-False
At what point in time is the resolution SLA escalated to the Incident Assignees manager
with an automatic notification for the first time? (1)
a) Never
b) At 75% time elapsed
c) At 100% time elapsed
d) At 50% time elapsed - ANS-b) At 75% time elapsed
Can a group have a parent group? - ANS-Yes
,Catalog item can appear only in one category.
True or False - ANS-False
Change management uses the workflow engine by default to _____________. (3)
a) Manage SLAs
b) Send notifications
c) Manage approvals
d) Generate change tasks
e) Close related tasks - ANS-a) Manage SLAs
c) Manage approvals
d) Generate change tasks
How can you hide cascaded variables from an order guide to the underlying catalog
items? (1)
a) Unchecking Cascade Variables box on the order guide
b) Writing an onLoad Catalog Client Script
c) Creating variables with different names
d) Duplicating variables and changing the type to Masked - ANS-b) Writing an onLoad
Catalog Client Script
How can you remove demo data? (1)
a) You have to go through the tables and select all records and delete them
b) In the settings, you can check the "Remove demo data" check box
c) You have to deactivate the ITSM Foundation plugin and activate it again without
selecting the "demo data" check box
d) You can request that through the HI portal - ANS-d) You can request that through the
HI portal
How many classes extend the Base Configuration Item [cmdb]? (1)
a) 2
b) 3
c) 1
d) None of the listed answers - ANS-d) None of the listed answers
How to allow automatic closure of incident tasks once incident is closed?(1)
a) Set property com.snc.incident.autoclose.basedon.resolved_at to zero
b) Set property com.snc.incident.autoclose.based on.resolved_at to Yes
c) Set property com.snc.incident.incident_task.closure to auto
, d) Set property com.snc.incident.incident_task.closure to true - ANS-d) Set property
com.snc.incident.incident_task.closure to true
How to automatically show the user employee number when searching for a user in the
caller field? (1)
a) Modify "ref_ac_column" column in the User table
b) Modify "ref_ac_column" attribute for the Caller field
c) Modify "ref_contributions" column in the User table
d) Modify "ref_contributions" attribute for the Caller field - ANS-b) Modify
"ref_ac_column" attribute for the Caller field
How to configure the fields to be copied from the original incident when an incident is
copied? (1)
a) Modify the incident property "com.snc.incident.copy.columns"
b) Modify the incident property "com.snc.incident.copy.attributes"
c) There's a predefined set of fields to be copied and they cannot be changed
d) Modify the incident property "com.snc.incident.copy.fields" - ANS-b) Modify the
incident property "com.snc.incident.copy.attributes"
If importing CI data for business services and servers on which they are deployed from
excel, how many transform maps are needed to fully import data? (1)
a) 3
b) 1
c) 2
d) 4 - ANS-a) 3
In knowledge management, which conditions must be met before users can import
Word documents? (1)
a) The user must meet the conditions in the Can Contribute User Criteria for at least
one knowledge base OR have the knowledge or knowledge_admin role.
b) The knowledge base must have the Enable Article Import field set to true.
c) The user must have one of the roles specified in the Knowledge system property "List
of roles (comma-separated) that can import Knowledge Articles".
d) The user must have the knowledge or knowledge_admin role. - ANS-a) The user
must meet the conditions in the Can Contribute User Criteria for at least one knowledge
base OR have the knowledge or knowledge_admin role.
In Problem Management, when using the Communicate fix related link, which of the
following conditions must be met for the fix to be communicated? (3)
a) Incident is associated with the problem record
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