Questions (65)

Roles control which users can perform which actions on a change record. What are actions, which cannot be performed by anyone, even an administrator? (Choose two.)

• Update Change Type on an existing change record

• Delete CAB Definition

• Delete a Standard Change Template

• Delete a Change record

What is an example of a good use case for an Order Guide?

• Order a Couch

• Order a case of Laundry Soap

• Order a set of Dishes

• Order a Custom Automobile

• Order a Technical Consultation

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 me UI action?

• The Assignment group field automatically populates with the agent's primary group

• The Assignment group field will not populate

• An error is displayed indicating the agent must manually assign the incident

• The agent is prompted to select the Assignment group

When a user clicks on the Communicate fix UI action on the Problem form, what happens?

• Fix is written to the Comments field on any Incident associated with the problem, which is Active

• Fix is written to a draft Knowledge article

• Fix is written to the Comments field on any Incident associated with the problem, which is On Hold, Awaiting Problem

• Fix is written to the Work notes field on any Incident associated with the problem, which is Active

Which of the following options can a survey administrator define on an individual survey? (Choose two.)

• Number of survey reminder notifications

• The ability for end users to decline survey assignments

• Anonymize responses

• Trigger conditions

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?

• Forms

• Form Designs

• Views

• Form Layouts

• Workspaces

Which of the following are defined for a given change model? (Choose three.)

• Phase model

• State transitions

• State model

• State transition conditions

• Phase transitions

Under what circumstances, should you use the Communicate workaround Related Link on the Problem record?

• The workaround should be published to a knowledge article, visible from the portal

• The workaround is helpful information for the Callers on the Problem's related Incidents (open)

• The workaround is helpful information for the members of the Problem's Work notes list

• The workaround is helpful information for the members of the Problem's Assignment Group

What types of Conflicts are detected automatically on the Change request? (Choose three.)

• Conflict with Blackout Schedule

• Conflict with Assignee Shift Schedule

• Conflict with Company Holiday Schedule

• Another change for the same CI, at the same time

• Conflict with Maintenance Window

On the ‘Create New’ change landing page in Service Operations Workspace, what class label is displayed for the Emergency change model?

• Break/fix

• Default

• Unauthorized

• Out-of-the-box

What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

• Document a Known error

• Publish Workaround

• Document Five Whys

• Complete RCA

• Complete Investigation

What are key relationships between Changes and Incidents? (Choose two.)

• A Change can resolve Incidents

• Incidents can be caused by a Change

• Incidents autoclose upon closure of a related Change

• Incident owners are part of the change approval workflow

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?

• Edit in Form Designer

• Edit in Item Designer

• Edit in Catalog Item Designer

• Edit in Catalog Builder

Which module is a useful starting point for a manager to view current state operational information for Incident management?

• Manager Workspace

• Incident > Overview

• CMDB Health Dashboard

• Critical Incidents Map

A customer requires incidents to automatically move to a Closed state from Resolved after 7 days. How is this configured? (Choose two.)

• Enable the auto closure of Incidents based on Resolution date property

• Configure the incident lifecycle flow script action

• Configure the number of days Resolved incidents automatically close property

• Configure the incident lifecycle timeline property

Which organizational role is responsible for the overall administrative capabilities of a portfolio?

• Service Manager

• Service Owner

• Portfolio Owner

• Portfolio Manager

What defines the required approvals and the associated conditions for a change model?

• A change approval lifecycle flow

• A change approval policy

• A change model's state transitions

• A change model approval definition

Where is the definition of what is provided, or not provided, for a service defined?

• Vendor service agreements

• Service limitations

• Service contracts

• Service scope

Which of these can be associated with a service within the service portfolio taxonomy?

• Node level

• Leaf node

• Node layer

• Node

After publishing an Item via Catalog Builder, the associated update set is set to which state?

• In progress

• Complete

• New

• Published

What would you use to define a common grouping of configuration items such as all web servers in Miami?

• Dynamic CI group

• CI class

• Dependent group

• CSDM component group

Which role has the ability to modify the cart layout?

• itil

• catalog_manager

• catalog_admin

• itil_admin

How are Service Catalogs and Catalog Items related? (Choose two.)

• Service catalogs may contain multiple catalog items

• A catalog item can be associated with one or more service catalogs

• Access to catalog items is determined by the service catalog's assigned user criteria

• A catalog item can only be associated with one service catalog

A customer wants to add a new Catalog Item to the Service Catalog.

What process would be used to ensure the new item is authorized?

• Fulfillment Management

• Catalog Management

• Change Management

• Configuration Management

• Release Management

At which level can the type of knowledge feedback be enabled or disabled?

• Knowledge base

• Knowledge article

• Knowledge category

• Knowledge article template

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?

• Unpublish the baseline Change - Emergency - Authorize Flow

• Create a copy of the baseline Change - Emergency - Authorize Flow, and then edit the new copy

• Create a backup of the baseline Change - Emergency - Authorize Flow, and edit the baseline flow

• Deactivate the baseline Change - Emergency - Authorize Flow

What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting? (Choose two.)

• % Successful Changes

• Count of Completed Changes per Month, by Category

• % Unauthorized Changes

• Count of Completed Changes per Month, by Change Type

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?

• Change Overview

• Change Interceptor

• Change Form

• Change Landing Page

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?

• Add a new Policy Input to the Normal Change Approval Policy

• Add a new Decision to the Normal Change Workflow

• Add a new Change Approval Policy

• Add a new Decision to the Normal Change Approval Policy

Which baseline Change Flow automatically generates a Change task, for Post Implementation Review?

• Change - Emergency - Review

• Change - Emergency - PIR

• Change - Major Incident - Authorize

• Change - P1 - Review

• Change - Emergency - Authorize

Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency.

Which module should you use to locate and update the Priority Problem Lookup record?

• Data Lookup Definitions

• Priority Matrix

• Choice Lists

• Priority Rule Definitions

Which table stores incident categories and subcategories?

• Category [sys_category]

• Rask Category [task_category]

• Choice [sys_choice]

• Incident [incident]

Which record type would you use for a View Company Policies link that would redirect to a Knowledge Article?

• Knowledge Item

• Record Producer

• Catalog Item

• Order Guide

• Content Item

What are the Release types available on the baseline release record?

• Major, Minor, Upgrade, Emergency, Maintenance, Patch

• Standard, Normal, Prototype, Patch

• Standard, Normal, Emergency

• Alpha, Beta, Snapshot, Nightly, Milestone, Release Candidate

Your customer has an external system, which is used to perform changes. Your customer wants to capture these changes in your instance for reporting and CMDB maintenance purposes.

What baseline Change Model supports this scenario?

• Cloud Infrastructure

• Automated Changes

• Retroactive Changes

• Change Registration

• Unauthorized Changes

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?

• Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true

• Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms

• Create an Access control to hide the unnecessary CIs from the itil users

• Make a show/hide UI action to show only the desired CIs to the itil users

When building multiple catalog items, which components would you evaluate for consolidation and re-use? (Choose two.)

• Sets of Variables

• Entitlements

• Icons

• Flows and Subflows

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?

• Catalog Item

• Content Item

• Record Producer

• Order Guide

Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?

• On the Cart Layout, Columns tab, unselect Quantity column

• On the Catalog Item, Columns tab, unselect Quantity column

• On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity

• On the Catalog, Advanced View, unselect Use cart layout, select No quantity

• On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive

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?

• Knowledge Item

• Record Producer

• Content Item

• Order Guide

• Catalog Item

Unless there are particular security requirements, what role is given to users that perform request fulfillment work?

• itil

• task_worker

• sc_fulfiller

• catalog_fulfiller

• fulfiller

Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?

• Processes

• Flows

• Procedures

• Actions

• Scripts

Which of the following roles has the ability to create and manage user criteria for service catalogs?

• catalog_admin

• itil_admin

• catalog_manager

• catalog_criteria_admin

• catalog_criteria_manager

How are Releases related to Changes?

• Releases are comprised of one or more Changes

• Changes are comprised of one or more Releases

• Releases are implemented prior to Changes

• Changes are implemented prior to Releases

Which property on an order guide will pass variables from one item to another item with equivalent variables?

• Waterfall Variables

• Cascade Variables

• Share Variables

• Mirror Variables

How are Features related to Products and Releases?

• Emergency releases can include products and features

• Products have associated features, which are organized into releases

• Features are included in releases, not associated with products

• Products use features to define release types

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?

• Date

• Due Date

• Date Picker

• Duration

Which type of catalog item may be found in a Service Catalog? (Choose 2.)

• Requested Items

• Content Items

• Categories

• Execution Plans

• Order guides

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?

• The Problem Management Best Practice - Madrid - Knowledge Integration plugin has not been activated

• The customer did not pay the bill for Knowledge management

• Tester is not impersonating Problem Coordinator

• The sn_known_error_write role is required to see the Create Known Error article link

• The requirement was not in the stories

Where can a change manager define the conditions that must be met before a change request can move from one state to another?

• Model State Transition Conditions

• Dictionary Overrides

• State choices

• State conditions

Problem and Problem Task records, move automatically from New to Assess states, when which fields are filled? (Choose two.)

• Short Descriptor

• State

• Assigned to

• Configuration Item

What should you use to capture data in a grid layout on a catalog item?

• Multi-row variable set

• Variable set

• Cascade variable

• Grid variable

When a user submits a service request from a catalog, what actions are triggered, based on the flow definition? (Choose three.)

• Tasks

• Access Controls

• Action Specs

• Notifications

• Approvals

Which of the following catalog client script methods will modify the choice list options available to an end user on a catalog item?

• onLaunch

• onLoad

• onSubmit

• onSave

What tools are available to the assignee to help resolve an incident? (Choose two.)

• Knowledge Articles

• Known Errors

• CI Class Manager

• Enterprise CMDB Dashboard

• Incident Overview Dashboard

When you activate the ITSM Roles plugin, what additional granular roles are created for the Incident application? (Choose two.)

• sn_incident_update

• sn_incident_read

• sn_incident_write

• sn_incident_insert

Which of these can be defined using step based fulfillment in Catalog Builder? (Choose two.)

• Approvals

• Subflow triggers

• Notifications

• Tasks

• Payment processing

Where are the timeframe conditions for sending an SLA breach warning notification defined?

• SLA definition record

• Default SLA flow

• SLA Properties application

• SLA trigger conditions

Your customer needs help defining Category values for the Problem records. What approach should you suggest? (Choose two.)

• Re-use existing categories from legacy systems

• Define categories based on the customer’s CMDB classes

• Re-use existing categories from incident management

• Define categories based on ITIL problem taxonomy

Which Agent workspace feature gives agents automatic search results that show possible solutions for records they open?

• Chat Bot

• Related Search Results

• Knowledge Bases

• Intelligent Agent

• Agent Assist

If the Assignment group is empty on an incident record, what happens when an agent that is a member of a single user groups clicks the Assign to me UI action?

• The agent is prompted to select the Assignment group

• The Assignment group field is populated with agent’s user group

• An error is displayed indicating the Assignment group field must be populated before executing the Assign to me UI action

• The Assignment group field remains empty

If a change model has Write roles AND Can write defined, which users have the ability to modify the change model record? (Choose two.)

• Users with the itil_admin role

• Users with admin role

• Users with sn_change_write role

• Users that have the Write role(s) AND match the Can write user criteria

• Users that have the Write role(s) OR that match the Can write user criteria

What module do you use to change the setting for the time between incident Resolution and Closure?

• ITSM Properties

• System Settings

• Incident Settings

• Incident Properties

• Resolution Properties

In request fulfillment, approvals can be required before a request can be fulfilled. Your customer is worried about requests getting stuck in the process flow, if the approver is on extended absence from the office.
What can you suggest to alleviate this concern? (Choose two.)

• The approver can use the Delegate module to assign a person to approve on their behalf, while they are away from the office

• The approver can set their approval notifications to forward to their personal email address

• The approval can be defined as a group approval, where any member of the group can approve

• The approver can set their approval notifications to auto-reply with “approved” in the subject line

Your customer needs different catalogs for:

Human Resources - employee facing - for submitting requests to HR
Customer - external customer facing - for ordering company products and services

When these catalogs are created, in which table would the definition be stored?

• Business Services Catalog [bs_catalog]

• Catalog [sc_catalog]

• Service Portfolio Catalog [sc_portfolio]

• Service Offering Catalog [sn_offering]