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When defining SLAs for the service catalog at what level is the SLA typically defined?
A new problem manager wants to know how in create reports for monitoring problem management activities.
What do you recommend they do before creating new reports?
On a Normal Change Model what are some examples of the Model Stale Transitions that are defined for the Authorize state?
The key stakeholder for your ITSM implementation wants to have SLAs on every Task record.
What advice do you give regarding SLAs on Problem records?
Incidents can be created and managed in the workspace, using UI layouts that are tailored to different personas, processes, and interfaces. Examples include:
• Default
• Major incidents
• Self Service
• Mobile
What are these UI layouts called in the Now Platform?
If the Assignment group is empty on an incident record what happens when an agent that is a member of multiple user groups clicks the Assign to the Ul action?
You have just upgraded your instance and have not migrated to multimodal change.
Using the default settings, when you click on Change > Create new, what page displays?
What are two effective measures of performance for the Problem Management process?
Choose 2 answers
In release management what controls the movement of the state from Scoping to Awaiting Approval?
When a Service Desk again shares a "How to' item with a customer what type of record is being shared?
Which of the following cannot be defined or set through a Catalog UI Policy?
What process is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the catalog and ensuring that a central, accurate, and consistent source of data is provided?
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 new Problem Coordinator accidentally created several problem investigations that need to be deleted.
What role is required to delete a problem record?
What are some good practices for guiding your customers' use of Notifications?
Choose 3 answers
Your customer is using the baseline Create Incident Catalog Item and would like to add a few additional input fields. How should you update the catalog item?
Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)
Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services.
What should you do to satisfy this requirement?
Prior to Quebec, when you click Change > Create New, which page is displayed?
What functionality can be used to define the sequence of activities that should be taken to complete catalog items?
Choose 2 answers
You have just released a new Change Model to the testers. Testers report they can see the old change models but cannot see the new change model on the change landing page. What could cause this?
The Major Incident Management (MIM) application is linked at the Incident management process but the records have in additional set of States. What are these Ml States?
What is an example of a good use case for an Order Guide?
Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?
Your customer wants a catalog to contain two items:
1. A request with 1 approval and 2 fulfillment tasks
2. A link to a knowledge article
What type of item would you use to satisfy the requirement for the Construction request?
On a request form, the requester needs to indicate when they need to receive the item.
What Variable type would you use for this information?
Where are the timeframe conditions for sending an SLA breach warning notification defined?
A manager wants to run a report on the Computer catalog items, to see how many requests are being made for the add on extra memory, as compared with those requiring only the base memory. How would you meet this requirement?
In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)
Your customer wants to give secure access to business users to view problem records and reports for the products they support. When you install the ITSM roles plugin, what additional problem role is installed to support this requirement?
What baseline Change Flows support the baseline Normal Change model?
Which field from the configuration item will automatically populate in the Assignment group field of a problem record?
When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)