Incidents are stored what table?

1. A. Incident [incident]
2. B. Incident [sn_task_incident]
3. C. Incident [sn_incident]
4. D. Incident [task_incident]

Correct Answer: B

Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.
What Now Create assets do you recommend they review, to prepare? (Choose two.)

1. A. Service Catalog and Request Mgmt - Workshop Preparation Guide
2. B. Service Catalog and Request Mgmt - Process Guide
3. C. IT Service Management - Typical Challenges and Remediation
4. D. ITSM - Business Outcomes and Corresponding KPIs

Correct Answer: AB

When using the Email Client, what is the difference between an Email Template and a
Quick Message?

1. A. Email Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot
2. 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
3. C. Email Templates are included with ITSM; Quick Messages are new with Machine Learning
4. D. Email templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role

Correct Answer: B

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?

1. A. Duration
2. B. Due Date
3. C. Date Picker
4. D. Date

Correct Answer: C

Why don't Problem records automatically move from Resolved to Closed after the fix is implemented.

1. A. It is designed to follow the ITIL4 standard
2. B. There is a scheduled job that automatically moves Resolved problems to Closed after 7 days
3. C. It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record
4. D. There is no Closed stat
5. E. Problem records are moved to Completed

Correct Answer: C