Questions (66)

The ability to authorize requests is enabled using a role which requires a user license. What is this role?

• approver

• approver_user

• sn_approval_write

• sc_approver

Which platform role can create service portfolios and taxonomy nodes?

• portfolio_viewer

• portfolio_editor

• portfolio_manager

• portfolio_admin

What are some good practices for guiding your customers' use of Notifications? (Choose three.)

• When possible, maximize the quantity of email updates to customers

• Make sure Notification requirements and test plans are in the project scope from the start

• Get input from Marketing department, regarding format of customer/caller facing notifications

• Use templates to ensure consistency and ease of configuration

• Use incident.itil.role template as the master template to build all other ITSM templates

What are the different ways a user can locate items in a service catalog? (Choose two.)

• Navigate through the categories

• Use the Top Request or Popular Items widget

• Use the application navigator

• Use the search on catalog or portal

Which type of catalog item may be found in a Service Catalog?

• Execution Plans

• Requested Items

• Record Producers

• Categories

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?

• Service portfolio management

• Service catalog management

• Service mapping

• Catalog item management

Which tool allows process owners to use natural language to automate approvals, tasks, notifications and other record operations with little to no code?

• Workflow Mapper

• Flow Designer

• Flow Dashboard

• Process Designer

• Workflow Manager

What would you use to create a New Hire Employee request which would allow you to order your workstation and company mobile?

• Knowledge item

• Content Item

• Order Guide

• Catalog Item

• Record Producer

What are the different ways a user can provide feedback on a knowledge article? (Choose four.)

• Flag Article

• 10 Star scale

• Comment on Article

• Helpful?

• 5 Star scale

• Pin Article

When defining SLAs for the service catalog, at what level is the SLA typically defined?

• Request

• Service Catalog

• Catalog Task

• Requested Item

Which of the following elements are automatically included in the name of the update set for items published via Catalog Builder? (Choose two.)

• item name

• catalog(s)

• variables

• item author

• timestamp

Which of the following Change Task Types are available by default? (Choose three.)

• Planning

• Verification

• Deployment

• Review

• Testing

As of Quebec, Problem task records will move automatically from one state, to another state, provided the required fields are filled. What are those states?

• Draft to Assess

• Assess to Work in Progress

• On Hold to Work in Progress

• New to Assess

• Work in Progress to Closed

Your customer wants Problem records to be assigned automatically to the Support group associated with the CI on the problem record.

Which business rule already satisfies this requirement?

• ITSM Best Practice Group Assignment

• Populate Assignment Group based on CI/SO

• Populate Assignment Group based on Cl Support Group

• Problem Assignment Group based on CI Support Group

On a Normal Change Model, what are some examples of the Model State Transitions that are defined for the Authorize state?

• Authorize to Draft, Authorize to Assess, Authorize to Review

• Authorize to Scheduled, Authorize to Closed, Authorize to New

• Authorize to Canceled, Authorize to New, Authorize to Scheduled

• Authorize to Implement, Authorize to Assess, Authorize to Review

How do you describe the relationship between a Knowledge article and a Knowledge base category?

• Articles can be published to a category and subcategory

• Articles can only be published to one category

• Articles must be published to at least one category

• Articles must be approved by the selected category owner

In Change Management, what does a Model State contain? (Choose two.)

• Model State transitions conditions

• Model State properties

• Model State transition policies

• Model State transitions

Which record type would you use for a Computer request?

• Content Item

• Order Guide

• Record Producer

• Catalog Item

Which of the following cannot be defined or set through a Catalog UI Policy?

• Setting a variable to read-only

• Setting a variable to mandatory

• Apply a requirement to all form views

• Setting a catalog category to visible

Your customer has built a mature knowledge base, with articles targeted to internal audiences -which are technical. Other articles are written for end users, with simple instructions. From the Incident form, the agents would like to be able to identify which articles are visible to the callers What feature would you use, to satisfy this requirement?

• Internal/External Highlighting

• Search as User

• Show User Viewable

• User Only View

What are two effective measures of performance for the Problem Management process? (Choose two.)

• Number of Problem that have Breached SLAs

• Percentage of Problem Resolution within SLA by Category

• Average Problem Resolution Time

• Problems older than 30 days by Priority and State

A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis.

What would be the next step for this problem?

• If 7 days has passed, since the Problem was closed, it cannot be re-opened

• Problem Manager clicks Re-Analyze on the Problem record

• Problem Assignee clicks Re-Open on the Problem record

• Administrator clicks Re-Open on the Problem Record

What functionality can be used to define the sequence of activities that should be taken to complete catalog items? (Choose two.)

• Activity May

• Workflow

• State Transitions

• Flow

What are key relationships between Change and Problem records? (Choose two.)

• Changes which cause Incidents, should have an associated Problem

• A Problem can be solved by a Change

• A Change can cause a Problem

• A Problem must be associated with a Change, before it can be closed

What are key relationships between Change and Release Management? (Choose three.)

• Release management application is required, to use the Change management application

• Change includes planning and approvals; Release includes building, testing and execution of changes

• A Release can contain one or more Changes

• A Change can contain one or more Releases

• Change management provides governance, which includes Release management

A change user complains that with the new Preapproved tab, they have to search through many options to find the Reboot Windows Server change. Since they use this change several times per day, it is inconvenient. What should you suggest to make it easier for the change user?

• Use the Pin feature

• Make a Favorite

• Use the keyword search

• Drag the change tile to the Navigation pane

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

• Workaround is written to the Comments field on any open Incident associated with the problem

• Workaround is written to the Workaround field on any incident associated with the problem

• Workaround is written to a draft Knowledge article

• Workaround is written to the Work notes field on any open Incident associated with the problem

Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?

• Reports

• CI Class Manager

• Application Menus

• Dependency View

The key stakeholder for your ITSM implementation wants to have SLAs on every Task record.

What advice do you give regarding SLAs on Problem records?

• SLAs are essential to problem management, as support specialists need to quickly identify root causes

• SLAs may be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take

• SLAs are available for problem management, but require custom code

• SLAs are recommended in the ITIL framework for problem management

In the ServiceNow native platform, the service catalog can be accessed via the Self-Service > Service Catalog module. Your customer wants to make modifications to this home page, to add, remove and re-arrange the categories.

Users with what roles can make these edits? (Choose two.)

• sn_catalog_homepage_write

• catalog_admin

• sc_catalog_admin

• catalog_editor

• admin

In Change management, what allows customers to define condition based flows for a fit for purpose model?

• State Transition Models

• State Flows

• Workflows 2.0

• Conditional Change Models

Which record type would you use for an Ask a Question form that would generate an Incident?

• Record Producer

• Order Guide

• Linked Item

• Catalog Item

• Content Item

Users with which role can Communicate a workaround or fix? (Choose two.)

• problem_coordinator

• problem_admin

• problem_task_analyst

• itil_admin

Request fulfillment relies on three record types, Requests, Requested Items, and Catalog Tasks. The lifecycle status of these records is reflected in a combination of state and stage fields. Which status field is set by the flow?

• State on Catalog Task

• Stage on Requested item

• Status on Request

• State on Requested Item

Released in Quebec, what tool enables you to delegate the creation and maintenance of common and simple use case Catalog Items to business users?

• Catalog Designer

• Catalog Item Builder

• Catalog Builder

• Catalog Wizard

When using Catalog Builder, what can be built using templates? (Choose two.)

• Catalog items

• Content items

• Knowledge articles

• Order guides

• Record producers

Which is the process responsible for delivering items that have been ordered from a Service Catalog?

• Service Catalog Management

• Catalog Fulfillment

• Catalog Item Design

• Request Management

• Catalog Workflows

Which service types can be managed through the scope of Service Portfolio Management? (Choose two.)

• Technical service

• Business service

• Mobile service

• Application service

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.)

• ITSM - Business Outcomes and Corresponding KPIs

• Service Catalog and Request Mgmt - Process Guide

• IT Service Management - Typical Challenges and Remediation

• Service Catalog and Request Mgmt - Workshop Preparation Guide

How do you define the content that is tracked and displayed in all Incident record activity streams?

• Configure the available fields from the Activity stream filter

• Configure the Activity stream client script

• Configure the incident form design

• Configure the dictionary entry for the Activity stream

Which role has the ability to configure and manage Incident Management properties?

• incident_admin

• incident_manager

• itil_admin

• itil

From a data model perspective, which table is the base class for the configuration management database?

• Base Configuration Item [cmdb]

• Configuration Item [cmdb_ci]

• Asset [asset]

• Base Item [cmdb_base_item]

Your customer wants to limit the users who are able to see internal Network requests, to members of the Network department.

Which roles would enable you to make these required changes? (Choose two.)

• catalog_editor

• catalog_manager

• catalog_admin

• user_criteria_admin

Your customer would like to add a field to the Something is Broken record producer form.

Which formatter would you use to add the field?

• Form Designer

• Editor

• Variable Designer

• Default Variables Editor

• Record Producer Form Designer

ServiceNow contains a resource with information about all services. It is used to support the sale and delivery of services to employees and customers. It includes information about deliverables, options, prices, delivery and performance targets.

What is this resource called?

• Service Catalog

• Service Portal

• Service Dashboard

• Service Map

• Service One Stop Shop

In release management, what controls the movement of the state from Scoping to Awaiting Approval?

• Manual state selection

• Flow

• State model

• Workflow

Where are the technical approvals defined, that are executed in the Change - Normal - Assess flow?

• Change Approval Subflow

• Change Assess Approval Subflow

• Change Approval Policy

• Change Approval Matrix

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?

• Assess

• Draft

• Root Cause Analysis

• Fix in Progress

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

• It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record

• It is designed to follow the ITIL4 standard

• There is a scheduled job that automatically moves Resolved problems to Closed after 7 days

• There is no Closed state. Problem records are moved to Completed

What happens if an agent hovers over the reference icon next to the caller field on an incident record and there is not a sys_popup view defined for the [sys_user] table?

• The default view of the User form is displayed

• There will be no reference icon if there is no sys_popup defined

• Only dot-walked fields will be displayed

• An error is displayed

Your client indicates they would like a way to designate VIP callers on an incident form. How would you accomplish this?

• VIP Flag dictionary entry

• VIP Flag field style

• VIP Flag reference decorator

• VIP Flash action script

Incident management includes limited functionality for what advanced reporting capability?

• Performance Analytics

• Machine Learning Metrics

• KPI Reports

• Analytics Dashboards

Your customer wants to use Incident Tasks on Incident records. But for efficiency reasons, they want to automatically close all Incident Tasks when the parent Incident is closed or canceled. How could you meet this requirement? (Choose two.)

• Edit system property com.snc.incident.autoclose.basedon.resolved_at

• On Incident Properties, for Autoclose Incident Tasks, select Yes

• On Incident Properties, for Close open Incident Tasks when Incident is closed or canceled, select Yes

• Enable system property com.snc.incident.incident_task.closure

The Major Incident Management (MIM) application is linked to the Incident management process, but the records have an additional set of States. What are these MI States?

• Proposed, Accepted, Rejected, Cancelled

• Proposed, Received, eCAB Convened, Closed

• New, Work in progress, Escalated, Communicated

• Proposed, Accepted, Rejected, Reopened

Which Change request fields are used in conflict detection? (Choose three.)

• CI Business criticality

• Planned end date

• Risk

• Planned start date

• Configuration item

By default, a business rule, causes the Assignment group to be automatically set. How is the group identified?

• Change group on CI record, or if empty, the Change group on the Service offering

• Support group on CI record, or the default assignment group for the user

• Support group on CI record, or if empty, the Support group on the Service

• Support group on CI record, or if empty, the Support group on the Service offering

You have created a new Change model and added a new Approval Policy for that model. But the newly defined approval is not triggering. What could cause this issue?

• The business rule "Apply approval policy" on the change_request table has not been updated to include the new Approval Policy.

• The "Apply Change Approval Policy" action in the flow created for the new change model does not reference the new Approval Policy.

• The workflow that triggers the Approval Policy for the new model has not been created using the workflow editor.

• The system property "glide.ui.approval.policies" has not been updated to include the new Approval Policy.

Prior to Quebec, when you click Change > Create New, which page is displayed?

• Change Landing Page

• Change Form

• Change Catalog

• Change Wizard

• Change Interceptor

Where can a change manager define the interval frequency for unauthorized change detection?

• The ci.change.unplanned business rule

• Event Processing Properties module

• Unauthorized Change Properties module

• Unauthorized change flow

A user wants to know what makes the Known Error knowledge base in ServiceNow different from all other knowledge bases. How should you respond?

• Users with sn_problem_write can create known error articles, but not articles for other knowledge bases

• The Known Error knowledge base documents problems that are under investigation, but not yet have a root cause

• Only users with sn_known_error_write can create Known Error articles

• The Known Error knowledge articles use a template, which includes the Workaround and the Cause

A manager wants to run a report on the Computer catalog items, to see how many requests are being made for the add on extra memory, as compared with those requiring only the base memory. How would you meet this requirement?

• Build report on SC Task table, Group by Variables for Computer > Extra memory

• Build report on Requested Item table, Group by Variables for Computer > Extra memory

• Build report on Task table, Group by Variables for Computer > Extra memory

• Build report on Request table, Group by Variables for Computer > Extra memory

• Build report on Catalog Item table, Group by Variables for Computer > Extra memory

On the Release record, what are the available options on the Release phase list?

• Requirement Gathering, Design, Build, Roll-out, Unit Testing, User Acceptance, Pilot

• Scoping, Design, Develop, Deployment, Unit Testing, Integration, Pilot

• Analyze, Design, Development, Build, Roll-out, QA, User Acceptance

• Requirement Gathering, Design, Development, Build, Deployment, QA, User Acceptance

Your implementation has some legacy change types with workflows, and also some new change models. What option for Change Create New will support your scenario?

• Change Overview

• Change Interceptor

• Change Catalog

• Change Landing Page

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?

• State Model

• Workflow Dashboard

• Action Modeler

• Task Creator

• Flow Designer

Which interface is designed for tier 1 IT agents who solve internal or external customer issues?

• ITSM Dashboard

• IT Service Management Workspace (Agent Workspace)

• ITIL Homepage

• Incident Overview

The current status of a problem record is tracked in the State field. Each state has a label, value and constant. This example is for Fix in Progress state:


Label: Fix in Progress -

Value: 104 -
Constant Problem State STATES.FIX IN PROGRESS

Your customer wants to add a prerequisite for moving out of the Fix in Progress state. When you update the script include which value is better to use in the script?

• 104

• "Fix in Progress"

• 104.ProblemState.STATES.FIX_IN_PROGRESS

• ProblemState.STATES.FIX_IN_PROGRESS