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Question No. 1
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?
A. Service portfolio management
B. Catalog item management
C. Service mapping
D. Service catalog management
Answer: D
Question No. 2
Your Problem Manager has a structured problem management process, which includes a final review of the solution implemented and of the data regarding incident reduction. When a problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee.
What feature would you use to meet this requirement?
A. State Model
B. Workflow Dashboard
C. Action Modeler
D. Task Creator
E. Flow Designer
Answer: E
Question No. 3
When using the Email Client, what is the difference between an Email Template and a Quick Message?
A. Email Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot
B. Email Template is defined and automatically applied when the email form launches; Quick Messages are defined and then can be manually applied by the user
C. Email Templates are included with ITSM; Quick Messages are new with Machine Learning
D. Email templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role
Answer: B
Question No. 4
Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)
A. Modify the Incident Lifecycle flow to trigger from the Resolved date instead of the Updated date
B. Update the incident_close UI action script
C. From the Incident Properties application, set Enable auto closure of incidents based on
Resolution date to Yes
D. Modify the Incident Lifecycle flow to expire after 7 days
Answer: A, D
Question No. 5
Where can a change manager define the interval frequency for unauthorized change detection?
A. The ci.change.unplanned business rule
B. Event Processing Properties module
C. Unauthorized Change Properties module
D. Unauthorized change flow
Answer: C