ITSM - request quiz

Where do you capture the work required to fulfil an order in a catalogue request?

• Request [sc_request]

• Catalog Task [sc_task]

• Order guide [sc_cat_item_guide]

• Requested item [sc_req_item]

Where does a System Administrator navigate to edit a catalogue item?

• Create Incident

• Service Catalogs

• Service Portal

• Maintain Items

What type of Service Catalogue item is used to create an incident or raise an HR case?

• Order an item

• Record producer

• Maintain a service

• Request a service

What are the two options to define the fulfilment process for a service catalogue item?

Select 2 Answers from the below options.

• Flow

• Roadmap

• Plan

• Workflow

(R) Which of the following are true statements regarding the Service Catalogue?

Select 3 Answers from the below options.

• You can create new variables and request items in Workspace.

• You can enable users to request an item or service and track or approve requests on a mobile device.

• You can design a topic conversation in Virtual Agent by including reusable topic blocks to perform request submission tasks.

• You can use the AI-enabled search to quickly find relevant catalogue items in Service Portal and Now Mobile.

What should be enabled in the catalogue definition to allow users to save partially-completed requests so they can complete and submit them later?

• Continue Shopping

• Can Cancel

• Checkout

• Wish List

A single request is submitted for approval. The RITM workflow includes pre-approval. Which of the following is true?

• Fulfilment can begin once other RITMs in the REQ are approved.

• Fulfilment can begin once all RITMs are reviewed.

• Fulfilment can begin once the REQ is approved.

• Fulfilment can begin immediately.

An end-user needs to place an order for a new phone. Where can they search the Service Catalog and submit their request?

• Service Portal

• Technical Catalog

• Request Module

• Knowledge Base