Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support You have confirmed that:

1.

The Network Support group record has the Group types: Incident and Change

2.

The Network CAB group record has the Group type: Change

What could you do on the incident form, for the Assignment Group field, to resolve this issue?

A. Add a UI action to hide the Network CAB group from the list

B. Add a UI action to provide an error message if the Network CAB group is selected

C. Add Dictionary Override to specify the Incident group Reference Qualifier

D. Modify the choice list to include only the appropriate group types

A customer wants to add a new Catalog Item to the Service Catalog.

What process would be used to ensure the new item is authorized?

A. Fulfillment Management

B. Release Management

C. Configuration Management

D. Change Management

E. Catalog Management

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?

A. Flow Actions

B. Flow Activities

C. Flow Steps

D. Action Pills

E. Flow Tasks

What is an example of a good use case for an Order Guide?

A. Order a set of Dishes

B. Order a Custom Automobile

C. Order a Technical Consultation

D. Order a Couch

E. Order a case of Laundry Soap

Your customer wants Problem records to be assigned automatically to the Support group associated with the CI on the problem record.

Which business rule already satisfies this requirement?

A. Populate Assignment Group based on CI/SO

B. Populate Assignment Group based on Cl Support Group

C. Problem Assignment Group based on CI Support Group

D. ITSM Best Practice Group Assignment

Which type of catalog item may be found in a Service Catalog?

A. Categories

B. Content Items

C. Requested Items

D. Execution Plans

The current status of a problem record is tracked in the State field. Each state has a label, value and constant. This example is for Fix in Progress state:

Your customer wants to add a prerequisite for moving out of the Fix in Progress state. When you update the script include which value is better to use in the script?

A. 104

B. "Fix in Progress"

C. ProblemState.STATES.FIX_IN_PROGRESS

D. 104.ProblemState.STATES.FIX_IN_PROGRESS

What functionality can be used to define the sequence of activities that should be taken to complete catalog items? (Choose two.)

A. Workflow

B. Activity Map

C. Flow

D. State Transitions

Which of these can be defined using step based fulfillment in Catalog Builder? (Choose two.)

A. Approvals

B. Subflow triggers

C. Notifications

D. Tasks

E. Payment processing

If a change model has Write roles AND Can write defined, which users have the ability to modify the change model record? (Choose two.)

A. Users with the itil_admin role

B. Users with admin role

C. Users that have the Write role(s) OR that match the Can write user criteria

D. Users with sn_change_write role

E. Users that have the Write role(s) AND match the Can write user criteria