Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?
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?
Unless there are particular security requirements, what role is given to users that perform request fulfillment work?
When you activate the ITSM Roles plugin what additional granular roles are created for the Incident application?
Choose 2 answers
What tools are available to the assignee to help resolve an incident?
Choose 2 answers
Your customer wants to add a notification to the Change - Emergency - Authorize Flow. What is the first thing you would do to meet this requirement?
Where can a change manager define the interval frequency for unauthorized change detection?
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?
Where are the timeframe conditions for sending an SLA breach warning notification defined?
When building out a service catalog categorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain categories?
Choose 3 answers
If a change model has Write roles AND Can write defined, which users have the ability to modify the change model record? Choose 2 answers
On the 'Create New" change landing page in Service Operations Workspace, what class label is displayed for the Emergency change model?
Which baseline Change Flow automatically generates a Change task, for Post Implementation Review?
What defines the required approvals and the associated conditions for a change model?
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?
When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)
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?
When you create a problem from an incident. Impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don't want the values from incident to be copied over.
What module would you use to make this adjustment?
Given the class structure shown below which types of CIs will be included in a report run against the cmdb_ci_computer table?
A tester has submitted a bug report because at no point in the Problem lifecycle. does the Create Known Error article link appear under Related Links Also, they notice there is no Known Error knowledge base in the Instance.
What might be the cause of this?
Your customer is a data center. They have a construction department that builds out spaces for new customers. The customer account representatives are responsible for initiating the construction requests. The guidelines are extensive for how to complete the construction request documentation.
Your customer wants the catalog to contain two items:
1. Construction request
2. Getting Started with Construction Requests
The Getting Started Item should contain a link to a Knowledge Article.
What type of item would you use to satisfy the requirement for the Getting Started Item?
In the life of a Problem record there are opportunities to click the Re-Analyze button and move backwards in the lifecycle.
When you click the Re-Analyze button, what state Is set on the problem record?
What is the minimum number of offering(s) a service must have to move to the Catalog phase?
What functionality can be used to define the sequence of activities that should be taken to complete catalog items?
Choose 2 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?
Which level are service commitments associated in the service portfolio taxonomy?
In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)
What module do you use to change the setting for the time between incident Resolution and Closure?
When using Inbound Email Actions, what happens it an email is received which has no watermark or reference number?
After publishing an item via Catalog Builder, the associated update set is set to which state?
Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)
Which of the following roles has the ability to create and manage user criteria for service catalogs?
Why don't Problem records automatically move from Resolved to Closed after the fix is implemented.
Which of these can be defined using step based fulfillment in Catalog Builder? Choose 2 answers
Incident management includes limited functionality for what advanced reporting capability?
Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)
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TESTED 03 Apr 2026
