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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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