Questions (307)

In a governance review, what does Dependency Views help a support agent understand?

• Relationships among service instance, offerings, business application, and capability

• CMDB class inheritance behavior

• User role-to-group mappings

• Discovery schedules for CI updates

• Relationships among service instance, offerings, business application, and capability

• Discovery rules that assign ownership automatically

• CMDB health score calculations

• Query Builder logic configured in CMDB Workspace

• The support or change groups defined on the CI or offering

• The support or change groups defined on the CI or offering

• A transformation process used during CI ingestion

• A CMDB class used to group related services

• A visual representation of relationships among CIs, services, and applications

• Scheduled automation that updates relationships between CIs

• A visual representation of relationships among CIs, services, and applications

Which benefits are explicitly associated with Unified Map? (Select 3)

• Replaces Discovery schedules

• Displays upstream and downstream dependencies

• Creates new CI classes automatically

• Impact analysis

• Combines data from multiple sources

• Displays upstream and downstream dependencies

• Impact analysis

• Combines data from multiple sources

• They automate inclusion of CIs based on predefined criteria

• They are only used for UI filters

• They manually list CIs and never change

• They are the same as principal classes

• They automate inclusion of CIs based on predefined criteria

Where are Dynamic CI group records stored?

• cmdb_ci_query_based_service

• cmdb_ci

• task

• cmdb_ci_server

• cmdb_ci_query_based_service

• A new taxonomy node is created

• Member CIs are automatically unpacked into the Affected CIs list

• The group becomes a principal class

• The change is blocked until Discovery completes

• Member CIs are automatically unpacked into the Affected CIs list

After finalizing the Affected CIs list on a change, what can the system calculate?

• New KPI Group mappings

• New business capabilities

• New CMDB classes

• Derived impacted services

• Derived impacted services

Which domains are explicitly stated as 'operational' and selectable for ITSM processes such as Incident, Problem, and Change? (Select 2)

• Service Consumption

• Service Delivery

• Ideation & Strategy

• Design & Planning

• Service Consumption

• Service Delivery

• A built-in visualization and reporting tool to assess and improve CSDM implementation

• A discovery pattern editor

• A transform map for importing CI data

• A module for managing user roles

• A built-in visualization and reporting tool to assess and improve CSDM implementation

• Tables that contain base data referenced from or to objects in other domains

• Only ITOM discovery tables

• Operational CI tables used for Incident, Problem, Change

• Tables that must always be in the CMDB relationships graph

• Tables that contain base data referenced from or to objects in other domains

• They are the same as taxonomy nodes

• They only control CMDB health metrics

• They replace CI classes

• They are used to organize users who share a common purpose or function

• They are used to organize users who share a common purpose or function

Why should you associate a group with the Support Group field on a CI or service offering? (Select 2)

• To streamline incident routing

• Auto-populating Assignment Group

• Set KPI group mappings

• Create new CI classes

• Populate discovery schedules

• To streamline incident routing

• Auto-populating Assignment Group

• To define taxonomy nodes

• To create a service instance and configure relationships

• To build KPI group mappings

• To create new CMDB groups

• To create a service instance and configure relationships

• The value is left blank

• Discovery schedules decide the final value

• Service offering value takes higher priority and overrides

• CI Class Manager always takes priority

• Service offering value takes higher priority and overrides

• A scheduled job for CI syncing

• A transform map for imports

• A unified workspace to holistically view and collectively manage portfolios, services, offerings, and products through the full life cycle

• A module that replaces CMDB Workspace

• A unified workspace to holistically view and collectively manage portfolios, services, offerings, and products through the full life cycle

• A list of CI classes that extend cmdb_ci

• A discovery schedule template

• A dynamic CI group query

• A structured representation of all services managed by the service provider, across their life cycle

• A structured representation of all services managed by the service provider, across their life cycle

What is a Taxonomy Node?

• A KPI container

• A hierarchical classification element used to organize services

• A CI class

• A dynamic CI group

• A hierarchical classification element used to organize services

• Unpacks dynamic CI groups

• Creates CI relationships automatically

• Runs Discovery patterns

• Connects a KPI Group to a specific type of service, offering, or taxonomy node

• Connects a KPI Group to a specific type of service, offering, or taxonomy node

Where are product ideas stored?

• cmdb_ci

• cmdb_rel_ci

• sn_align_core_product_idea

• task

• sn_align_core_product_idea

• Any type of work that can be aligned to business goals, planned, and executed

• A discovery pattern

• A CI class attribute

• A type of dynamic CI group

• Any type of work that can be aligned to business goals, planned, and executed

A CMDB admin executes CSDM Data Sync. What does this scheduled job synchronizes?

• Managed by groups from offering to underlying CIs

• Business applications to incidents

• KPI charts to services

• Taxonomy nodes to portfolios

• Managed by groups from offering to underlying CIs

• The service portfolio is created

• A KPI group is applied

• The CI list is filtered by principal classes

• The group is unpacked into Affected CIs

• The group is unpacked into Affected CIs

• A transform map

• A SKU sold separately from the platform

• A standard and shared set of service-related definitions across products and platform

• A discovery schedule

• A standard and shared set of service-related definitions across products and platform

• Query Builder

• CI Class Manager

• Dependency Views

• Unified Map

• Unified Map

• Enable CSM Guided Setup

• Create a CMDB group

• Add a KPI Group Mapping

• Designate a principal class

• Designate a principal class

An organization wants to manage identification rules, reconciliation rules, and CMDB Health for a CI class from a single interface. Which tool should they use?

• CMDB Workspace

• CI Class Manager

• Discovery

• Data Manager

• CI Class Manager

Before creating a new CMDB class, what should be done first?

• Install the CMDB CI Class Models Store App

• Disable reconciliation rules

• Create a custom table

• Extend cmdb_ci directly

• Install the CMDB CI Class Models Store App

Which roles can create new CI classes using CI Class Manager? (Select 3)

• discovery_admin

• sn_cmdb_admin

• itil

• admin

• personalize_dictionary

• sn_cmdb_admin

• admin

• personalize_dictionary

• To filter CIs shown in ITSM Configuration Item reference fields

• To improve CMDB Health scores

• To enforce reconciliation rules

• To enable Discovery

• To filter CIs shown in ITSM Configuration Item reference fields

• Principal Class

• Reconciliation rules

• Suggested relationships

• CI certification

• Principal Class

Which attributes are typically used in identification rules? (Choose 4)

• Description

• Name

• Assignment Group

• Location

• Serial Number

• Device ID

• Configuration file

• Name

• Serial Number

• Device ID

• Configuration file

What is the primary use of Dependent Relationships? (Select 3)

• Impact analysis

• Lifecycle Management

• Data ingestion

• Health scoring

• UI filtering

• Dependency Mapping

• Impact analysis

• Lifecycle Management

• Dependency Mapping

• Server runs on database

• Application powers server

• Rack runs on server

• Database runs on server

• Database runs on server

What is the purpose of Reconciliation Rules?

• Create CI relationships

• Identify duplicate CIs

• Assign CI ownership

• Determine which data source can update CI attributes

• Determine which data source can update CI attributes

• To delete stale CIs

• To improve Discovery speed

• To override identification rules

• To allow lower-priority sources to update data after inactivity

• To allow lower-priority sources to update data after inactivity

What is the primary purpose of the Identification and Reconciliation Engine (IRE)

• To visualize CI relationships

• To process payloads to create and update CIs in the CMDB

• To perform impact analysis

• To replace Discovery and integrations

• To process payloads to create and update CIs in the CMDB

Which problem does the IRE specifically help prevent when ingesting data from multiple sources?

• Attribute values changing based on the last data source update

• Missing CI relationships

• CMDB Health score failures

• Slow discovery scans

• Attribute values changing based on the last data source update

Which capability is NOT performed by the IRE during CMDB ingestion?

• Reconciliation

• Identification

• Deduplication

• Impact analysis

• Impact analysis

What is the goal of the identification process in the IRE?

• To determine CI health

• To uniquely identify whether a CI already exists

• To assign authoritative sources

• To classify CI relationships

• To uniquely identify whether a CI already exists

What does the reconciliation process control?

• CI relationship direction

• CI class hierarchy

• Which data sources can update CI attributes

• CI visualization

• Which data sources can update CI attributes

What happens when duplicate CIs are detected during IRE processing?

• They are merged without review

• A de-duplication task is created

• They are automatically deleted

• The ingestion fails

• A de-duplication task is created

What triggers a reclassification task?

• Discovery source mismatch

• Duplicate CI detection

• A CI matching a different class during identification

• CI Health score failure

• A CI matching a different class during identification

What are the benefits of configuring identification rules?

• Faster Discovery scans and automated reports

• Efficiency

• CI health score calculation

• Consistency

• Automatic service mapping

• Improved Data Quality

• Data Integrity

• Efficiency

• Consistency

• Improved Data Quality

• Data Integrity

• Duplicate CIs or overloaded CIs may be created

• CI will be deleted automatically

• Reconciliation rules override identification

• CI will be ignored by Discovery

• Duplicate CIs or overloaded CIs may be created

• cmdb_ci_hardware and its extended tables

• sys_user

• cmdb_ci_server

• cmdb_ci_appl

• cmdb_ci_hardware and its extended tables

• cmdb_ci_hardware

• cmdb_ci_appl

• sys_user

• cmdb_ci_server

• cmdb_ci_appl

• Version

• Name

• Serial Number

• Installation Directory or Configuration File Path

• Installation Directory or Configuration File Path

Which system property must be enabled to extend optional conditions to non-lookup fields?

• glide.identification_engine.enable_identifier_optional_condition

• glide.ire.enable_identifier

• glide.discovery.optional_identifier

• glide.cmdb.optional_conditions

• glide.identification_engine.enable_identifier_optional_condition

Which of the following are use cases for reconciliation rules? (Choose 3)

• Data Accuracy

• Conflict Resolution

• Data Prioritization

• Automatic CI deletion

• Data Accuracy

• Conflict Resolution

• Data Prioritization

How can reconciliation rules prevent lower-priority data sources from overwriting higher-priority data?

• By enabling CI Class Manager Health rules

• By disabling identification rules

• By deleting duplicates

• By setting an order value for each data source

• By setting an order value for each data source

What table tracks the last update time for each data source contributing to the CMDB?

• cmdb_ci_hardware

• sys_data_source

• cmdb_datasource_last_update

• cmdb_ci_appl

• cmdb_datasource_last_update

• Allow lower-priority sources to update CIs if higher-priority sources haven’t updated in a defined interval

• Ensure CMDB remains up-to-date while respecting reconciliation priorities

• Replace identification rules for non-lookup fields

• Automatically delete outdated CIs

• Allow lower-priority sources to update CIs if higher-priority sources haven’t updated in a defined interval

• Ensure CMDB remains up-to-date while respecting reconciliation priorities

• ServiceNow has the highest priority

• ServiceNow has the lowest priority

• Reconciliation rules will block lower-priority sources from updating unless allowed by data refresh rules

• Other sources can overwrite ServiceNow updates anytime

• ServiceNow has the highest priority

• Reconciliation rules will block lower-priority sources from updating unless allowed by data refresh rules

• Tracking CI data only from the highest-priority source

• Replacing reconciliation rules

• Preventing identification of duplicate CIs

• Retaining complete history of discovery sources and proposed attribute values

• Retaining complete history of discovery sources and proposed attribute values

• Enhanced query functionality

• Identification rule creation

• CI lifecycle automation

• Analytics dashboard

• Enhanced query functionality

• Analytics dashboard

• Discovery Status dashboard

• CI Class Manager only

• System Diagnostics

• CMDB Workspace -> CMDB 360 view

• CMDB Workspace -> CMDB 360 view

• Revert CI updates from a discovery source

• Automatically fix incorrect reconciliation rules

• Track CI population by source at attribute level

• Recompute attribute values using updated rules

• Revert CI updates from a discovery source

• Track CI population by source at attribute level

• Recompute attribute values using updated rules

• They overwrite higher-priority values

• They are stored in cmdb_datasource_last_update

• They are discarded and lost

• They are stored in a JSON blob

• They are discarded and lost

• cmdb_datasource_last_update

• cmdb_multisource_data

• cmdb_ci

• sys_dictionary

• cmdb_multisource_data

• The most recently updated CI

• CI records stored based on identification and reconciliation rules

• All records in cmdb_multisource_data

• The CI from the highest-priority discovery source

• CI records stored based on identification and reconciliation rules

What is required to activate CMDB 360 / Multisource CMDB? (Choose 2)

• Enable Service Mapping

• Enable cmdb_multisource_data table manually

• Activate ITOM Discovery License plugin

• Enable glide.identification_engine.multisource_enabled

• Activate ITOM Discovery License plugin

• Enable glide.identification_engine.multisource_enabled

• 10,000

• 50,000

• 100,000

• Unlimited

• 100,000

Where can CMDB 360 / Multisource CMDB data be viewed? (Choose 3)

• Multisource Data related list

• CMDB 360 Data Preview link

• CI Class Manager

• Discovery Status dashboard

• Multisource Data related list

• CMDB 360 Data Preview link

• CI Class Manager

• Daily via scheduled job

• Weekly

• Hourly

• Real time

• Daily via scheduled job

What is the primary purpose of dynamic reconciliation rules in ServiceNow? (Select 2)

• Replace identification rules

• Assign discovery schedules

• Prevent CI creation

• Handle complex reconciliation using Multisource CMDB data

• Maintain CMDB accuracy across data sources

• Handle complex reconciliation using Multisource CMDB data

• Maintain CMDB accuracy across data sources

Which statements accurately describe static reconciliation rules? (Choose 3)

• Establish priority among multiple discovery sources

• Prevent unauthorized sources from overwriting values

• Define which discovery sources are authorized to update attributes

• Select attribute values based on largest or most reported value

• Establish priority among multiple discovery sources

• Prevent unauthorized sources from overwriting values

• Define which discovery sources are authorized to update attributes

What happens if no static reconciliation rules are configured?

• Discovery sources are blocked from updating CIs

• Identification fails

• Discovery sources can overwrite each other’s updates

• Multisource CMDB is disabled

• Discovery sources can overwrite each other’s updates

Which rule type takes precedence when both static and dynamic reconciliation rules exist for the same CI attribute?

• Dynamic

• Static

• Parent class rule

• Discovery source priority

• Dynamic

Where are dynamic reconciliation rules configured?

• CMDB Workspace dashboard

• Identification Rule Sets

• Discovery Schedule

• CI Class Manager

• CI Class Manager

Which dynamic reconciliation rule types are supported? (Choose 5)

• First Reported

• Last Reported

• Smallest Value

• Largest Value

• Highest Priority

• Most Reported

• First Reported

• Last Reported

• Smallest Value

• Largest Value

• Most Reported

Which dynamic rule types apply only to numeric fields?

• Largest Value and Smallest Value

• Most Reported

• First Reported and Last Reported

• All dynamic rule types

• Largest Value and Smallest Value

When applying a dynamic reconciliation rule, what does the IRE process first?

• Multisource CMDB historical data

• Static reconciliation rules

• The current payload

• Discovery source priority

• The current payload

Which additional data points may the IRE use when a dynamic rule result is unclear? (Choose 3)

• Last discovered

• Last updated

• Discovery schedule

• Last reported

• First reported

• Last discovered

• Last updated

• Last reported

Where are all discovered RAM values stored in the dynamic reconciliation examples?

• cmdb_ci

• Multisource CMDB

• cmdb_datasource_last_update

• Discovery log

• Multisource CMDB

Which rules are applied when both parent and child class dynamic rules exist? (Choose 2)

• Static rules override both

• Child class rule takes precedence

• Parent class rule overrides child

• Parent applies only if no child rule exists

• Child class rule takes precedence

• Parent applies only if no child rule exists

• 1024

• 4096

• 6020

• 2048

• 6020

• Is active by default on base systems

• Must be activated on base systems

• De-activate the Multisource CMDB by installing the CMDB CI Class Models plugin

• Activate the Multisource CMDB by setting the property, glide.identification_engine.multisource_enabled, to true and installing the ITOM Discovery License plugin

• Must be activated on base systems

• Activate the Multisource CMDB by setting the property, glide.identification_engine.multisource_enabled, to true and installing the ITOM Discovery License plugin

• 6020

• 2048

• 1024

• 4096

• 4096

• Dynamic Reconciliation Rule

• Identification Rule

• Reconciliation Rule

• Data Refresh Rule

• IRE Data Source Rule

• IRE Data Source Rule

A CI must be in which life cycle state before it can be deleted or archived? (Choose 2)

• Operational

• Any life cycle state

• Deleted

• Archived

• Retired

• End of Life

• Retired

• End of Life

• CMDB Workspace - My Work tab

• CMDB Workspace - CMDB 360 tab

• CMDB Health Dashboard - Compliance Scorecard

• CI Class Manager - Health Inclusion Rules tab

• CMDB Workspace - My Work tab

• CMDB Health Dashboard

• CMDB Workspace

• CMDB and CSDM Data Foundations Dashboard

• CI Class Manager

• CMDB Workspace

• Delete & Complience

• Attestation & Certificaiton

• Certification & Governance

• Retire and Archive

• Attestation & Certificaiton

• Retire and Archive

Which CMDB Data Manager policy type requires CI owners to confirm CI data is accurate and up to date?

• Attestation

• Compliance

• Archive

• Retire

• Certification

• Certification

Which CMDB Data Manager policy type requires CI owners to very that CIs reported in the CMDB are still in use?

• Retire

• Archive

• Attestation

• Compliance

• Certificaiton

• Attestation

Which CMDB Data Manager policy types support lifecycle management use cases? (Choose 3)

• Delete

• Attestation

• Complience

• Retire

• Archive

• Certificaiton

• Delete

• Retire

• Archive

Which CSDM foundational group attribute can be configured in CI Class Manager?

• Support Group

• Assignment Group

• Ownership Group

• Managed by Group

• Managed by Group

Which fields can be utilized when creating attestation policies to improve accuracy and avoid showing the same group of recently attested CIs each time? (Choose 2)

• Discovery Source

• Attestation Status

• Certification Date

• Certification Status

• Attested Date

• Attestation Status

• Attested Date

What is a correct description of smart detection?

• Smart Detection indicates that CIs are available for auto-attestation if they are recently discovered within 30 days as configured in the default system property

• Smart Detection indicates that CIs are available for auto-retirement if they are not recently discovered within 30 days as configured in the default system property

• Smart Detection indicates that CIs are available for auto-retirement if they are not recently discovered within 60 days as configured in the default system property

• Smart Detection indicates that CIs are available for auto-attestation if they are recently discovered within 60 days as configured in the default system property

• Smart Detection indicates that CIs are available for auto-attestation if they are recently discovered within 30 days as configured in the default system property

Which pillar of a sucessful data foundation does CMDB Data Manager align with?

• Compliance

• Ingest

• Insight

• Govern

• Govern

Which ServiceNow user role must be assigned to a user in order for them to work through CMDB Data Manager task assignments?

• data_policy_admin

• csdm_data_manager

• dm_user

• data_manager_user

• sn_cmdb_admin

• data_manager_user

What are the pillar approach to a successful data foundation? (Choose 3)

• Credential

• Insight

• Govern

• Attestation

• Ingest

• Priority

• Insight

• Govern

• Ingest

• It defines how to code new applications in ServiceNow

• It is used exclusively for creating Incident and Change records

• It enables true service-level management and provides prescriptive guidance on service modeling

• It provides a shared set of service-related definitions across ServiceNow products and platform

• It enables true service-level management and provides prescriptive guidance on service modeling

• It provides a shared set of service-related definitions across ServiceNow products and platform

What is the primary purpose of the Ideation & Strategy domain?

• Track infrastructure components

• Support incident resolution

• Manage deployed services

• Capture ideas, goals, and strategic intent

• Capture ideas, goals, and strategic intent

From which of the following can the Managed by group be configured and synchronized to the underlying group or class of Configuration Items (CIs)? (Choose 2)

• Technology Management Services

• Business Service Offerings

• Technology Management Offerings

• Business Services

• CI Class Manager

• Technology Management Offerings

• CI Class Manager

What are the CSDM Domains? (Choose 6)

• Service Delivery

• Strategic Planning

• Ideation & Strategy

• Service Consumption

• Build & Integration

• Design & Planning

• Foundation

• Service Delivery

• Ideation & Strategy

• Service Consumption

• Build & Integration

• Design & Planning

• Foundation

Which of the following are considered operational CIs and can be selected in the Configuration Item field on Incident or Change records? (Choose 3)

• Business Application

• Application Service

• Information Object

• Business Service Offerings

• Business Services

• Application Service

• Business Service Offerings

• Business Services

Which of the following actions are included in configuring foundational data within CSDM? (Choose 2)

• Creating business applications

• Creating groups such as Support and Change Groups

• Configuring business service offerings

• Creating locations and hierarchical structures

• Creating groups such as Support and Change Groups

• Creating locations and hierarchical structures

• They should NOT be used in Incident, Problem, or Change

• They represent inventory/portfolio of applications and metadata

• They are version-specific

• They are operational CIs

• They should NOT be used in Incident, Problem, or Change

• They represent inventory/portfolio of applications and metadata

Which of the following are Service Consumption domain's key components in CSDM? (Choose 2)

• Business Service Offerings

• Technology Management Services

• Business Services

• Information Objects

• Business Service Offerings

• Business Services

Which of the following statements about Technology Management Services are correct? (Choose 2)

• They represent technical services provided to the business

• They are synonymous with Business Capabilities

• They are operational CIs available for Incident and Change processes

• They are used only for design and planning purposes

• They represent technical services provided to the business

• They are operational CIs available for Incident and Change processes

What is the purpose of the ServiceNow CSDM Data Foundations Dashboard? (Choose 2)

• To visualize and assess your CSDM implementation

• To provide a roadmap to mature your CMDB into a fully CSDM-compliant model

• To directly create Incidents and Changes

• To configure Business Applications automatically

• To visualize and assess your CSDM implementation

• To provide a roadmap to mature your CMDB into a fully CSDM-compliant model

• Groups

• Business Services

• Business Applications

• Locations

• Groups

• Locations

Which of the following correctly describe the Design & Planning domain? (Choose 2)

• Tracks deployed application services and their discoverable components

• Used primarily to configure Business Service Offerings

• Tables are the direct targets of ITSM processes such as Incident or Change

• Stores operational CIs used directly in Incident, Problem, and Change

• Tracks deployed application services and their discoverable components

• Stores operational CIs used directly in Incident, Problem, and Change

• Is synonymous with a Technology Management Service

• Can be used to rationalize and prioritize spending on business applications and services

• Represents a high-level capability required by an organization

• Is an operational CI selectable in Incident records

• Can be used to rationalize and prioritize spending on business applications and services

• Represents a high-level capability required by an organization

• Business users can order service offerings via a request catalog

• They are published to business users and underpin one or more business capabilities

• They are version-specific operational CIs

• They are primarily used by Enterprise Architects for planning

• Business users can order service offerings via a request catalog

• They are published to business users and underpin one or more business capabilities

• Are non-operational CIs

• Are used primarily for design and planning, not ITSM

• Define availability, scope, pricing, and other service factors

• Consist of one or more service commitments

• Define availability, scope, pricing, and other service factors

• Consist of one or more service commitments

• Phase: Fly

• Status: Operational

• Status: Retired

• Phase: Catalog

• Status: Operational

• Phase: Catalog

• Are non-operational tables used only for design

• Underpins one or more business or application services

• Represent technical services published to service owners

• Are synonymous with Business Service Offerings

• Underpins one or more business or application services

• Represent technical services published to service owners

• Include options such as environment, pricing, availability, and support group

• Are operational CIs selectable for ITSM processes

• Are used primarily by Enterprise Architects to plan services

• Are always non-operational and only for reporting

• Include options such as environment, pricing, availability, and support group

• Are operational CIs selectable for ITSM processes

• Service Instance Owners

• Service Providers

• Enterprise Architects

• Service Delivery Owners

• Service Instance Owners

• Service Providers

• Service Delivery Owners

• Support and Change Groups

• CI Class and specific CI

• Business Capability ownership

• Service Name and Number

• Support and Change Groups

• CI Class and specific CI

• Service Name and Number

• Information Object

• Business Service Offering

• Technology Management Service Offering

• Business Application

• Business Service Offering

• Technology Management Service Offering

• Business Application

• Business Application

• Technology Management Service

• Business Service Offering

• Business Service

• Technology Management Service

• Business Service Offering

• Business Service

• Enterprise Architect

• Business Relationship Manager

• Customer Delivery Owner

• Service Delivery Owner

• Business Relationship Manager

• Customer Delivery Owner

• Define Business Capabilities in the Design & Planning domain

• Associate it with business applications, service offerings, and technology management offerings

• Enter Number and Name of the service instance

• Configure Service Population Method

• Associate it with business applications, service offerings, and technology management offerings

• Enter Number and Name of the service instance

• Configure Service Population Method

• Service Builder

• Digital Portfolio Managment

• Service Operations Workspace

• CI Class Manager

• CMDB Workspace

• Service Builder

• Digital Portfolio Management

• Configuration > CSDM Data Foundations Dashboard

• CMDB Workspace

• Service Operations Workspace

• Configuration > CSDM Data Foundations Dashboard

• To track SLA breaches

• To show licensing usage

• To represent good practices for establishing services using CSDM principles

• To validate Discovery sources

• To represent good practices for establishing services using CSDM principles

• They require manual refresh

• They only update after upgrades

• They are tied to Discovery schedules

• They are updated on a scheduled basis

• They are updated on a scheduled basis

• Approval workflows

• Troubleshooting scripts

• Discovery logs

• A playbook explaining importance, impacts, and remediation

• A playbook explaining importance, impacts, and remediation

• Faster and more accurate assignment of tasks

• Manual assignment group selection

• Improved root cause analysis

• Removal of service context

• Faster and more accurate assignment of tasks

• Improved root cause analysis

• Only Business Services

• Service instance, Business Service, and Technology Management Service

• Only Application Services

• Only Service Offerings

• Service instance, Business Service, and Technology Management Service

• They are manually configured

• They inherit from CMDB CI

• They are marked as operational

• They are stored in base system tables

• They are marked as operational

• Support group on the CI or offering

• Caller department

• Business application owner

• Service owner

• Support group on the CI or offering

• Reduced number of changes

• Removal of CI relationships

• Visibility into business impact of proposed changes

• Automatic approvals

• Visibility into business impact of proposed changes

• Assignment Group

• Service

• Service offering

• Configuration Item

• Assignment Group

• Service-centric approach

• CI-only visibility

• Manual correlation

• Infrastructure-centric approach

• Service-centric approach

• Slow Discovery scans

• naccurate Service Mapping

• Duplicate CI records

• Manual updates caused by constant CI additions

• Manual updates caused by constant CI additions

• CMDB Health Sync

• Discovery Scheduler

• CSDM Data Sync

• Update Query Based Services

• CSDM Data Sync

• They replace CI classes

• They automate CI inclusion

• They use predefined criteria

• They require manual CI additions

• They automate CI inclusion

• They use predefined criteria

• cmdb_group

• cmdb_ci

• cmdb_ci_query_based_service

• cmdb_ci_service

• cmdb_ci_query_based_service

• CI Class Manager

• CI record

• Service Offering

• CMDB Group

• Service Offering

• Member CIs are unpacked into Affected CIs

• Only the group is impacted

• Assignment group must be manual

• Services are ignored

• Member CIs are unpacked into Affected CIs

• Ability to remove CIs from the change

• Automatic CI deletion

• Calculate the derived impacted services

• Visibility to all impacted services

• Automatic approvals

• Ability to remove CIs from the change

• Calculate the derived impacted services

• Visibility to all impacted services

• Automatic Service Mapping

• Reduced manual maintenance

• Reduced Discovery scans

• Elimination of CI classes

• Reduced Discovery scans

• By unpacking affected CIs automatically

• By auto-assigning incidents

• By disabling CI relationships

• By eliminating approvals

• By unpacking affected CIs automatically

• CMDB Groups organize CIs for management and tracking, while Dynamic CI Groups automate CI inclusion to reduce manual effort

• CMDB Groups automatically include CIs based on predefined criteria, while Dynamic CI Groups require manual updates

• CMDB Groups replace service offerings, while Dynamic CI Groups replace CI Class Manager

• CMDB Groups are used only for change management, while Dynamic CI Groups are used only for incident management

• CMDB Groups organize CIs for management and tracking, while Dynamic CI Groups automate CI inclusion to reduce manual effort

• portfolio_editor

• admin

• sn_dpm.dpm_manage

• portfolio_viewer

• portfolio_editor

• sn_dpm.dpm_manage

• To manage services across their life cycle

• To store CMDB classes

• To calculate KPIs

• To configure dynamic CI groups

• To manage services across their life cycle

• Service Builder

• Details tab in Service Builder

• Incident form

• CMDB Workspace

• Service Builder

• KPIs were not configured for the service portfolio

• The taxonomy node was empty

• Discovery had not run

• No incidents existed

• KPIs were not configured for the service portfolio

• A CMDB relationship

• A predefined collection of KPIs used to evaluate services or offerings

• A reporting dashboard

• A scheduled job

• A predefined collection of KPIs used to evaluate services or offerings

• Assigns incidents

• Calculates KPIs

• Connects a KPI Group to a specific service, offering, or taxonomy node

• Executes scheduled jobs

• Connects a KPI Group to a specific service, offering, or taxonomy node

• Type field

• Order field

• Chart type

• Mapping record

• Type field

• Discovery troubleshooting

• CI health metrics

• Change risk calculation

• A centralized, role-based workspace for managing services as digital products

• A centralized, role-based workspace for managing services as digital products

• Add Task → Service Offering related list to the Business Service Offering form

• Enable Edit button on Product Model Offerings related list

• Add Service Offering field to the Case form

• Add Sold Product → Service Offering related list to the Business Service Offering form

• Add Task → Service Offering related list to the Business Service Offering form

• Add Sold Product → Service Offering related list to the Business Service Offering form

• It ensures customer-facing services are tied to underlying services

• It enables consistent service mapping and reporting

• It removes dependency on CMDB

• It eliminates the need for incidents

• It ensures customer-facing services are tied to underlying services

• It enables consistent service mapping and reporting

• Product Model relationship is removed

• Service Offering is automatically populated

• Contact is automatically copied to the Incident

• Work notes contain reference to the Case number

• Service Offering is automatically populated

• Work notes contain reference to the Case number

• Service Offering

• Account

• Contact

• Product

• Service Offering

• Account

• Product

• CI class hierarchy

• Technical CI relationships

• Incidents opened against the offering

• Customers impacted by an incident

• Incidents opened against the offering

• Customers impacted by an incident

• CMDB Relationship tab

• Work Notes only

• Customer Cases related list

• Service Offering preview

• Customer Cases related list

• It stores only technical CI enhancements

• It includes strategic efforts to provide value to customers

• It replaces the Design & Planning domain

• It represents ideas, concepts, and improvements for services

• It includes strategic efforts to provide value to customers

• It represents ideas, concepts, and improvements for services

• Service Operations

• IT Service Management

• Enterprise Architecture

• Strategic Portfolio Management

• Strategic Portfolio Management

• Demand

• Planning Item

• Project

• Business Application

• Planning Item

• Convert it into a CI

• Convert it into a Planning Item (Demand)

• Retire the business application

• Link it directly to a Service Offering

• Convert it into a Planning Item (Demand)

• Because a demand is a type of Planning Item

• Because the system duplicates records automatically

• Because demand is a CI

• Because demands are child records of Product Ideas

• Because a demand is a type of Planning Item

A Product Idea can represent which of the following? (Choose 3)

• Feature or enhancement

• Change proposal

• Complete product

• Installed Software

• Feature or enhancement

• Change proposal

• Complete product

• Demand table

• Business Application table

• Planning Item table and tables extending it

• CMDB table

• Planning Item table and tables extending it

• Assign the idea to a Business Application record

• Link it to an Installed Software record

• Retire the application

• Convert it to a CI

• Assign the idea to a Business Application record

• Design & Planning

• Service Delivery

• Ideation & Strategy

• Service Consumption

• Design & Planning

• Ideation & Strategy

• It deletes associated demands

• It prevents wasted planning efforts

• It enables automatic archiving

• It disables the Planning Item table

• It prevents wasted planning efforts

• Both extend the Planning Item table

• They are manually duplicated into the related list

• Workspace automatically merges tables

• They are both CI classes

• Both extend the Planning Item table

• It automates portfolio scoring

• It prevents duplication of CIs

• It allows application owners to instantly understand pipeline and modernization efforts

• It reduces CMDB reconciliation conflicts

• It allows application owners to instantly understand pipeline and modernization efforts

• Product Idea

• Business Application

• Portfolio

• Planning Item

• Planning Item

• Enable DPM Daily Data Collection

• Create a taxonomy node

• Increase discovery schedule frequency

• Designate core CI classes as principal classes

• Designate core CI classes as principal classes

• CMDB class inheritance

• Dependency Views

• Discovery schedules

• User roles

• Dependency Views

• A Query Builder script runs when the record is saved

• A CMDB Health score rule

• Discovery writes Assignment Group directly to the record

• It uses the support/change group on the CI; if missing, it falls back to the offering’s group

• It uses the support/change group on the CI; if missing, it falls back to the offering’s group

• They are the same as principal classes

• They manually list CIs and never change

• They are only used for UI filters

• They automate inclusion of CIs based on predefined criteria

• They automate inclusion of CIs based on predefined criteria

• cmdb_ci_query_based_service

• cmdb_ci

• task

• cmdb_ci_server

• cmdb_ci_query_based_service

• Discovery schedules copy group values

• Groups defined in the service offering are synchronized to underlying CIs

• DPM KPI mappings set group data

• CI class inheritance applies group fields

• Groups defined in the service offering are synchronized to underlying CIs

• Service Consumption

• Design & Planning

• Ideation & Strategy

• Service Delivery

• Service Consumption

• Service Delivery

• Business applications are operational and should be used in Incident

• Business applications are stored in cmdb_ci_server

• Business applications are dynamic CI groups

• Business applications are NOT an Operational CI and should NOT be used in Incident, Problem or Change

• Business applications are NOT an Operational CI and should NOT be used in Incident, Problem or Change

• A transform map for importing CI data

• A discovery pattern editor

• A module for managing user roles

• A built-in visualization and reporting tool to assess and improve CSDM implementation

• A built-in visualization and reporting tool to assess and improve CSDM implementation

• Tables that contain base data referenced from or to objects in other domains

• Tables that must always be in the CMDB relationships graph

• Operational CI tables used for Incident, Problem, Change

• Only ITOM discovery tables

• Tables that contain base data referenced from or to objects in other domains

• To populate discovery schedules

• To streamline incident routing by auto-populating Assignment Group

• To set KPI group mappings

• To create new CI classes

• To streamline incident routing by auto-populating Assignment Group

• Only manual population is available

• Population is done by CSM guided setup

• Population is always done by DPM jobs

• Multiple methods are available to suit different discovery and population needs

• Multiple methods are available to suit different discovery and population needs

• The value is left blank

• Discovery schedules decide the final value

• Service offering value takes higher priority and overrides

• CI Class Manager always takes priority

• Service offering value takes higher priority and overrides

• A discovery schedule template

• A list of CI classes that extend cmdb_ci

• A dynamic CI group query

• A structured representation of all services managed by the service provider, across their life cycle

• A structured representation of all services managed by the service provider, across their life cycle

• A hierarchical classification element used to organize services in the Service Portfolio

• An incident assignment rule

• A group of users with roles

• A CI class that stores query rules

• A hierarchical classification element used to organize services in the Service Portfolio

• CSM integration only works via Discovery

• CSM replaces SPM when CSDM is installed

• SPM cannot be used with CSDM

• Customer Service Management provides an integration with the Service Portfolio Management (SPM) application

• Customer Service Management provides an integration with the Service Portfolio Management (SPM) application

• Discovery Schedules

• Subscribed by Customers

• KPI Group Mappings

• CI Class Hierarchy

• Subscribed by Customers

• Product Idea [sn_align_core_product_idea] table

• cmdb_rel_ci table

• task table

• cmdb_ci table

• Product Idea [sn_align_core_product_idea] table

• The CI list is filtered by principal classes

• A KPI group is applied

• The service portfolio is created

• The group is unpacked into Affected CIs

• The group is unpacked into Affected CIs

• Dependency Views

• CMDB Query Builder

• CI Class Manager

• Unified Map

• Unified Map

• Because these domain tables are operational and available for ITSM processes

• Because they are in Design & Planning

• Because they extend task

• Because they are discovery schedules

• Because these domain tables are operational and available for ITSM processes

• Taxonomy nodes to portfolios

• Support, change, and managed by groups from offering to underlying CIs

• Business applications to incidents

• KPI charts to services

• Support, change, and managed by groups from offering to underlying CIs

• It is a built-in visualization and reporting tool

• It helps assess and improve implementation using suggested good practices

• It replaces Dependency Views

• It auto-fixes all missing CI relationships

• It is a built-in visualization and reporting tool

• It helps assess and improve implementation using suggested good practices

• It is not used in CMDB relationships

• It is the direct target of Incident/Problem/Change

• It is only used by SPM/DPM

• It contains base data referenced from or to objects in other domains

• It is not used in CMDB relationships

• It contains base data referenced from or to objects in other domains

• Foundation

• Design & Planning

• Service Delivery

• Service Consumption

• Service Delivery

• Service Consumption

• Displays upstream and downstream dependencies

• Enables impact analysis for incidents, changes, and problems

• Automatically creates CI classes

• Combines data from multiple sources

• Displays upstream and downstream dependencies

• Enables impact analysis for incidents, changes, and problems

• Combines data from multiple sources

• They automate inclusion of CIs based on predefined criteria

• They are stored as Dynamic CI Group records

• They are only manual lists

• They can be used as a single CI on change and then unpack member CIs

• They automate inclusion of CIs based on predefined criteria

• They are stored as Dynamic CI Group records

• They can be used as a single CI on change and then unpack member CIs

• Support group

• KPI Group type

• Managed by group

• Change group

• Support group

• KPI Group type

• Managed by group

• Change group

• Support group

• KPI Group type

• Managed by group

• Change group

• Support group

• Managed by group

• Change group

• Support group

• Managed by group

• Change group

• Support group

• Managed by group

• Change group

• By default, the CI reference field displays all CMDB entries

• Designating principal classes narrows the list

• Principal classes are configured using CI Class Manager

• Taxonomy Nodes replace the CI reference list

• By default, the CI reference field displays all CMDB entries

• Designating principal classes narrows the list

• Principal classes are configured using CI Class Manager

• Related business application

• Technology management service offerings

• Business service offerings

• User role mappings

• Related business application

• Technology management service offerings

• Business service offerings

Which DPM/portfolio concepts are explicitly described in the lab text? (Select THREE) Choose the correct options. (Edit)

• DPM is a unified workspace

• Service Portfolio is a structured representation of services

• Taxonomy Node is a hierarchical classification element

• CI Class Manager is part of DPM

• DPM is a unified workspace

• Service Portfolio is a structured representation of services

• Taxonomy Node is a hierarchical classification element

• The Type field determines the level at which KPIs are calculated

• KPI Group Mapping connects a KPI Group to a service/offering/taxonomy node

• KPI Group Mapping unpacks dynamic CI groups

• KPI Group Mapping replaces Unified Map

• The Type field determines the level at which KPIs are calculated

• KPI Group Mapping connects a KPI Group to a service/offering/taxonomy node

Which statements about CSM/SPM integration are true? (Select TWO)

• CSM provides an integration with SPM

• A 'Subscribed by Customers' related list is used on Service Offering

• CSM replaces SPM

• Integration is only for Discovery

• CSM provides an integration with SPM

• A 'Subscribed by Customers' related list is used on Service Offering

• Change group

• Support group

• Managed by group

• KPI Group type

• Change group

• Support group

• Managed by group

• Service Delivery

• Design & Planning

• Foundation

• Service Consumption

• Service Delivery

• Service Consumption

• KPI Group type

• Support group

• Change group

• Managed by group

• Support group

• Change group

• Managed by group

• Routing requires a KPI Group mapping

• Support group on CI/offering helps streamline incident routing

• Change group on CI/offering helps streamline change routing

• Assignment group auto-populates after selection

• Support group on CI/offering helps streamline incident routing

• Change group on CI/offering helps streamline change routing

• Assignment group auto-populates after selection

• It contains base data referenced from or to objects in other domains

• It is only used by SPM/DPM

• It is the direct target of Incident/Problem/Change

• It is not used in CMDB relationships

• It contains base data referenced from or to objects in other domains

• It is not used in CMDB relationships

• Combines data from multiple sources

• Automatically creates CI classes

• Enables impact analysis for incidents, changes, and problems

• Displays upstream and downstream dependencies

• Combines data from multiple sources

• Enables impact analysis for incidents, changes, and problems

• Displays upstream and downstream dependencies

• Agent Client Collector (ACC)

• ServiceNow Discovery

• Service Mapping

• Import Sets without IRE

• ServiceNow Discovery

• Discovery

• Service Mapping

• IntegrationHub ETL

• Import Sets

• Service Mapping

• Service Graph Connectors

• Discovery

• Agent Client Collector (ACC)

• Import Sets

• Agent Client Collector (ACC)

• Import Sets (bypassing IRE)

• IntegrationHub ETL

• Service Graph Connectors

• Manual CSV uploads only

• IntegrationHub ETL

• Service Graph Connectors

• Discovery

• Import Sets writing directly to cmdb_ci

• Import Sets + Transform Map that routes through the IRE

• Manual form entry only

• Import Sets + Transform Map that routes through the IRE

• Use bespoke classes for each minor variant by default

• Bypass IRE to speed up imports

• Populate only attributes that support use cases; avoid unnecessary custom fields

• Prefer baseline classes; install CMDB CI Class Models before extending

• Leverage CSDM guidance to decide where data belongs

• Populate only attributes that support use cases; avoid unnecessary custom fields

• Prefer baseline classes; install CMDB CI Class Models before extending

• Leverage CSDM guidance to decide where data belongs

• Orphan CIs (Correctness)

• Duplicate CIs (Correctness)

• Compliance (policy/audit) (Compliance)

• Stale CIs (Correctness)

• Required fields (Completeness)

• Recommended fields (Completeness)

• Orphan CIs (Correctness)

• Duplicate CIs (Correctness)

• Compliance (policy/audit) (Compliance)

• Stale CIs (Correctness)

• Required fields (Completeness)

• Recommended fields (Completeness)

What is the purpose of the playbooks embedded in the (CSDM) Data Foundations Dashboard when a metric scores low?

• Only display licensing usage

• Explain importance, impacts, and give remediation plays

• Replace CI classes with dynamic groups

• Trigger discovery schedules automatically

• Explain importance, impacts, and give remediation plays

• Depend solely on Discovery to populate regulatory IDs

• Store the identifier on the relevant CSDM object and use a Data Manager Certification policy to validate attributes on a schedule

• Only use Attestation (existence) for regulatory checks

• Use Compliance scorecards and Certification tasks to evidence audit readiness

• Store the identifier on the relevant CSDM object and use a Data Manager Certification policy to validate attributes on a schedule

• Use Compliance scorecards and Certification tasks to evidence audit readiness

• Export cmdb_ci as CSV and email it weekly

• Create a saved query (CMDB/CMDB 360) and surface it via dashboards/reports for roll-up metrics (e.g., incident/change)

• Disable CMDB 360 due to performance

• Only use Dependency Views screenshots

• Create a saved query (CMDB/CMDB 360) and surface it via dashboards/reports for roll-up metrics (e.g., incident/change)

• MID Server

• CMDB Query Builder

• Import Sets

• CMDB Health

• CMDB Query Builder

• CMDB Integrations Dashboard

• CI Class Manager

• Discovery Schedules

• Natural Language Query (Intelligent Search)

• Natural Language Query (Intelligent Search)

• Discover every network broadcast address for “completeness”

• Run a /16 or larger immediately

• Use the Discovery Configuration Console to exclude CI types you won’t manage yet

• Use prescriptive Discovery IP ranges (not entire subnets) to avoid overload

• Use the Discovery Configuration Console to exclude CI types you won’t manage yet

• Use prescriptive Discovery IP ranges (not entire subnets) to avoid overload

• Certification validates CI attribute accuracy on a schedule

• Attestation verifies physical existence of CIs (bulk, existence-check)

• Certification is only for non-CMDB tables

• Attestation replaces Discovery

• Certification validates CI attribute accuracy on a schedule

• Attestation verifies physical existence of CIs (bulk, existence-check)

• Tracks discovery sources and attribute-level histories; can recompute or revert

• Works only for servers

• Replaces IRE so reconciliation is unnecessary

• Provides an analytics dashboard for visibility

• Tracks discovery sources and attribute-level histories; can recompute or revert

• Provides an analytics dashboard for visibility

• Principal Classes in CI Class Manager

• NLQ sample searches

• Discovery schedules

• Reconciliation rules

• Principal Classes in CI Class Manager

• Unified Map

• Discovery Schedule board

• Schema Map

• Dependency Views only

• Unified Map

• It provides a standardized framework across products, guiding which tables to use and how to relate them

• It removes the need for a CMDB

• It disables Discovery

• It’s optional marketing guidance

• It provides a standardized framework across products, guiding which tables to use and how to relate them

• Assets focus on financial/contract lifecycle; CIs focus on operational use & relationships

• You should store asset financials directly on cmdb_ci

• Assets and CIs are identical concepts

• A business service can be a CI without being an asset

• Assets focus on financial/contract lifecycle; CIs focus on operational use & relationships

• A business service can be a CI without being an asset

• Only Discovery schedules

• KPI Group Mappings

• NLQ sample searches

• CMDB Data Manager life-cycle policies (Retire, Archive, Delete)

• CMDB Data Manager life-cycle policies (Retire, Archive, Delete)

• CI Class Manager

• Data Manager

• Discovery Admin Workspace

• CMDB Workspace

• CI Class Manager

• Force the Import Set transform to route through the IRE

• Rely only on CMDB Health

• Defer all to Service Mapping

• Allow direct writes; reconcile later

• Force the Import Set transform to route through the IRE

• Data Manager

• CMDB Health only

• CMDB 360 / Multisource CMDB

• Query Builder

• CMDB 360 / Multisource CMDB

• Use KPI Group Mappings

• Discovery schedules on a tighter cadence

• Designate principal classes in CI Class Manager

• Make all CIs retired

• Designate principal classes in CI Class Manager

• Use CMDB Health

• Use the Application Service wizard and associate the required records

• Create all relationships manually later

• Rely on Deduplication Wizard

• Use the Application Service wizard and associate the required records

• IntegrationHub ETL

• CSV to cmdb_ci directly

• Manual entry

• Service Graph Connectors

• IntegrationHub ETL

• Service Graph Connectors

• Import Sets

• CSM

• ServiceNow Discovery

• ACC

• ServiceNow Discovery

• Use baseline classes; install CMDB CI Class Models before extending

• Add custom fields for every team’s wish list

• Write directly to cmdb_ci

• Populate attributes only if they support defined use cases

• Use baseline classes; install CMDB CI Class Models before extending

• Populate attributes only if they support defined use cases

• Use a Technology Management Service Offering + Dynamic CI Group + run CSDM Data Sync

• Populate groups manually on each CI

• Rely on Query Builder

• Use only Compliance

• Use a Technology Management Service Offering + Dynamic CI Group + run CSDM Data Sync

• Attestation only (existence)

• Store the identifier on the CSDM object; validate via Data Manager Certification

• Use Compliance scorecards to track policy adherence

• Depend on Discovery to fill regulatory IDs automatically

• Store the identifier on the CSDM object; validate via Data Manager Certification

• Use Compliance scorecards to track policy adherence

• Assets store operational relationships

• Assets and CIs are the same concept

• A Business Service can be a CI without being an asset

• A Business Service must be an asset to be a CI

• A Business Service can be a CI without being an asset

• Duplicate (Correctness)

• Recommended (Completeness)

• Required (Completeness)

• Compliance (policy/audit)

• Stale (Correctness)

• Orphan (Correctness)

• Duplicate (Correctness)

• Recommended (Completeness)

• Required (Completeness)

• Compliance (policy/audit)

• Stale (Correctness)

• Orphan (Correctness)

• Service Mapping

• Only CMDB Health

• Schema Map

• CMDB Data Manager

• CMDB Data Manager

• DevOps Community of Practice

• Configuration Control Board (CCB)

• Incident CAB

• Vendor steering committee

• Configuration Control Board (CCB)

Delete

• Send manual weekly CSVs

• Turn on the scheduled jobs feeding CMDB Health scorecards

• Use Health Dashboard Top-10 to target biggest class offenders

• Only use Schema Map

• Turn on the scheduled jobs feeding CMDB Health scorecards

• Use Health Dashboard Top-10 to target biggest class offenders

• Bypassing IRE caused duplicate inserts

• Delete cmdb_ci

• Rely on Attestation only

• Use Duplicate CI Remediation Wizard / De-Duplication Templates

• Bypassing IRE caused duplicate inserts

• Use Duplicate CI Remediation Wizard / De-Duplication Templates

• Three pillars: Ingestion, Governance, Insight

• Quarterly “big bang” scrubs

• Just Discovery

• Lift-and-shift everything

• Three pillars: Ingestion, Governance, Insight

• CMDB Workspace

• Scripted Audits

• Discovery Admin workspace

• Design & Planning Workspace

• CMDB Workspace

• Certification

• Archive

• Retire

• Attestation

• Certification

• Only Dependency Views

• Deleting records

• Query Builder only

• CMDB Health Dashboard (Compliance scorecard / scripted audits)

• CMDB Health Dashboard (Compliance scorecard / scripted audits)

• Discovery Admin Workspace

• Query Builder

• MID Server status

• CSDM Data Foundations Dashboard-metrics + playbooks

• CSDM Data Foundations Dashboard-metrics + playbooks

• Data Manager Delete

• Data Manager Retire

• Data Manager Archive

• IRE

• Data Manager Delete

• Data Manager Retire

• Data Manager Archive

• Faster incident resolution, better change risk, improved visibility for decisions

• It replaces all other tools

• Removal of service context

• Slow performance by design

• Faster incident resolution, better change risk, improved visibility for decisions

• Only spreadsheets

• Schema Map

• CSDM whitepaper

• Use Intelligent Search / NLQ for plain-language queries

• Use Intelligent Search / NLQ for plain-language queries

• Deactivate CMDB 360

• Create a CMDB 360 saved query and surface it in a dashboard/report

• Export cmdb_ci and hand-count

• Use only Dependency Views screenshots

• Create a CMDB 360 saved query and surface it in a dashboard/report

You need a visual, multi-table query: “Application Services that consume Business Apps tied to Capability X, with downstream Servers not discovered in 30 days.” Which feature?

• CMDB Health

• CMDB Query Builder

• Discovery Schedules

• Service Builder

• CMDB Query Builder

• Discovery Range map

• Unified Map

• Health dashboard only

• Schema Map

• Unified Map

Which are direct outcomes when ITSM, Event Mgmt, EA/APM, and DPM leverage a well-modeled CMDB? 

• Replace MID servers

• No governance needed

• Eliminate CI relationships

• Faster/accurate task routing; service-centric event triage; portfolio KPIs; EA alignment

• Faster/accurate task routing; service-centric event triage; portfolio KPIs; EA alignment

• To create classes

• When a metric is low and you need the “why it matters” + remediation plays

• Only for licensing usage

• To run discovery

• When a metric is low and you need the “why it matters” + remediation plays

• Replace Application Service

• Don’t do it-Business Application is not an operational CI

• Do it; Business App is an operational target

• Put Business App in Service Delivery

• Don’t do it-Business Application is not an operational CI

• Replace CMDB

• Use the standardized framework across products; model with OOB tables/refs/relationships

• Ad hoc modeling per team preference

• Only Service Mapping is required

• Use the standardized framework across products; model with OOB tables/refs/relationships

• Service-level reporting/visibility

• It disables Discovery

• Cross-product alignment (ITSM/ITOM/APM/DPM/CSM)

• Faster routing/impact analysis

• Service-level reporting/visibility

• Cross-product alignment (ITSM/ITOM/APM/DPM/CSM)

• Faster routing/impact analysis

• CI Class Manager

• Your team keeps adding attributes to a Windows Server class and you suspect they’re at the wrong level in the hierarchy. Which single place lets you verify the class hierarchy, base vs. extended tables, attributes, and configure principal classes?

• CMDB Workspace

• Discovery Admin Workspace

• Data Manager

• CI Class Manager

A partner wants to push devices into cmdb_ci via Import Sets without IRE “to go faster.” You need to prevent duplicates and attribute flapping from multi-source updates. What should you enforce?

• Force the Import Set transform to route through the IRE

• Defer all to Service Mapping

• Allow direct writes; reconcile later

• Rely only on CMDB Health

• Force the Import Set transform to route through the IRE

(Scenario - Configure CMDB 360 / Multisource CMDB)

You need to retain attribute-level history from multiple discovery sources, recompute values after rule updates, and view analytics. Which feature should you enable/configure?

• CMDB Health only

• CMDB 360 / Multisource CMDB

• Data Manager

• Query Builder

• CMDB 360 / Multisource CMDB

(Scenario - Principal classes)

Service desk agents complain the Configuration item reference field on Incident shows too many irrelevant CIs. Which configuration reduces the list to “core classes only”?

• Use KPI Group Mappings

• Make all CIs retired

• Designate principal classes in CI Class Manager

• Discovery schedules on a tighter cadence

• Designate principal classes in CI Class Manager

• Use CMDB Health

• Use the Application Service wizard and associate the required records

• You’re creating a Service Instance and want its relationships to a Business Application and to Business/Technical Service Offerings to populate during setup. Which approach fits?

• Create all relationships manually later

• Rely on Deduplication Wizard

• Use the Application Service wizard and associate the required records

(Scenario - Automation to integrate)

Your cloud ops team needs a low-friction way to bring Azure/AWS into CMDB with pre-built mappings and stable IRE usage. What do you propose? (Multi-select)

• CSV to cmdb_ci directly

• Service Graph Connectors

• IntegrationHub ETL

• Manual entry

• Service Graph Connectors

• IntegrationHub ETL

• CSM

• Import Sets

• ACC

• You must discover on-prem servers agentlessly on a schedule through a MID Server, including host details and running software. Which is best?

• ServiceNow Discovery

• ServiceNow Discovery

(Scenario - Minimize technical debt)

Architects propose many custom attributes on child classes without clear use cases. What two guardrails reduce technical debt and improve upgradeability? (Multi-select)

• Use baseline classes; install CMDB CI Class Models before extending

• Add custom fields for every team’s wish list

• Write directly to cmdb_ci

• Populate attributes only if they support defined use cases

• Use baseline classes; install CMDB CI Class Models before extending

• Populate attributes only if they support defined use cases

(Scenario - Non-discoverable attributes)

Your Support/Change/Managed by Groups aren’t discoverable but must be consistent across a dynamic CI set. What pattern gives you automation?

• Populate groups manually on each CI

• Use a Technology Management Service Offering + Dynamic CI Group + run CSDM Data Sync

• Rely on Query Builder

• Use only Compliance

• Use a Technology Management Service Offering + Dynamic CI Group + run CSDM Data Sync

(Scenario - Track regulatory/security IDs)

 A compliance analyst needs to tie regulatory identifiers to service objects and validate them periodically. Which combo aligns with the docs?

• Store the identifier on the CSDM object; validate via Data Manager Certification

• Use Compliance scorecards to track policy adherence

• Depend on Discovery to fill regulatory IDs automatically

• Attestation only (existence)

• Store the identifier on the CSDM object; validate via Data Manager Certification

• Use Compliance scorecards to track policy adherence

• A product owner asks whether Business Services should be treated as assets. What’s the correct statement?

• A Business Service must be an asset to be a CI

• A Business Service can be a CI without being an asset

• Assets and CIs are the same concept

• Assets store operational relationships

• A Business Service can be a CI without being an asset

(Scenario - Six health metrics phrasing) (delete)

• Orphan (Correctness)

• Stale (Correctness)

• Compliance (policy/audit)

• Your CIO wants a one-slide summary of the six commonly tested health checks. Which set maps to Completeness, Correctness, Compliance? (Multi-select)

• Required (Completeness)

• Recommended (Completeness)

• Duplicate (Correctness)

• Orphan (Correctness)

• Stale (Correctness)

• Compliance (policy/audit)

• Required (Completeness)

• Recommended (Completeness)

• Duplicate (Correctness)

You must enforce ongoing data quality and lifecycle control (retire/archive/delete), and schedule owner reviews of critical fields. Which feature do you implement?

• Schema Map

• Service Mapping

• CMDB Data Manager

• Only CMDB Health

• CMDB Data Manager

You’re forming a governance team to decide data standards, roles, and readiness. Which group is explicitly recommended?

• Incident CAB

• Vendor steering committee

• DevOps Community of Practice

• Configuration Control Board (CCB)

• Configuration Control Board (CCB)

Your VP wants to see reports for progress towards data quality KPIs and CSFs monthly. What would you recommend?

• Only use Schema Map

• Turn on the scheduled jobs feeding CMDB Health scorecards

• Use Health Dashboard Top-10 to target biggest class offenders

• Send manual weekly CSVs

• Turn on the scheduled jobs feeding CMDB Health scorecards

• Use Health Dashboard Top-10 to target biggest class offenders

• You detect duplicate servers after a spreadsheet load. How did this likely happen, and how do you remediate? (Multi-select)

• Use Duplicate CI Remediation Wizard / De-Duplication Templates

• Bypassing IRE caused duplicate inserts

• Delete cmdb_ci

• Rely on Attestation only

• Use Duplicate CI Remediation Wizard / De-Duplication Templates

• Bypassing IRE caused duplicate inserts

You need a pragmatic plan to operationalize and sustain CMDB value. Which model should you follow?

• Just Discovery

• Three pillars: Ingestion, Governance, Insight

• Lift-and-shift everything

• Quarterly “big bang” scrubs

• Three pillars: Ingestion, Governance, Insight

(Scenario - When to use CMDB Workspace)

A CMDB admin wants one place to see health, open tasks, launch maps, and manage Data Manager. Where should they go?

• CMDB Workspace

• Scripted Audits

• Discovery Admin workspace

• Design & Planning Workspace

• CMDB Workspace

(Scenario - Pick the right Data Manager policy)

You need owners to confirm accuracy of Owned by, Support group, and OS Version monthly on Windows Servers. Which policy type is recommended?

• Retire

• Certification

• Attestation

• Archive

• Certification

• Query Builder only

• Only Dependency Views

• CMDB Health Dashboard (Compliance scorecard / scripted audits)

• Your audit team asks you to prove policy compliance for selected classes. Where do you focus first?

• Deleting records

• CMDB Health Dashboard (Compliance scorecard / scripted audits)

Your product owner is new to managing CMDB and asks “where do we start” and wants guided fixes. What would you recommend?

• CSDM Data Foundations Dashboard

• Discovery Admin Workspace

• MID Server status

• Service Operations Workspace

• CSDM Data Foundations Dashboard

• Data Manager Retire

• Data Manager Archive

• IRE

• Data Manager Delete

• You must retire, then archive/delete stale CIs according to policy. Which feature implements this? (Multi-select)

• Data Manager Retire

• Data Manager Archive

• Data Manager Delete

• Slow performance by design

• Faster incident resolution, better change risk, improved visibility for decisions

• Removal of service context

• It replaces all other tools

• A COO asks “why CMDB?” Which outcomes can you credibly show? (Multi-select)

• Faster incident resolution, better change risk, improved visibility for decisions

• CSDM whitepaper

• Analysts are not comfortable with complex Query Builder filters. How do you empower them?

• Use Intelligent Search / NLQ for plain-language queries

• Only spreadsheets

• Schema Map

• Use Intelligent Search / NLQ for plain-language queries

A service owner wants a dashboard chart showing CIs where multisource values disagree. What’s a valid approach

• Deactivate CMDB 360

• Create a CMDB 360 saved query and surface it in a dashboard/report

• Export cmdb_ci and hand-count

• Use only Dependency Views screenshots

• Create a CMDB 360 saved query and surface it in a dashboard/report

You need a visual, multi-table query: “Application Services that consume Business Apps tied to Capability X, with downstream Servers not discovered in 30 days.” Which feature would you use? (Delete)

• CMDB Query Builder

• Discovery Schedules

• CMDB Health

• Service Builder

• CMDB Query Builder

• A change manager wants one map to merge application service and CI dependency views and see related incidents/changes. Which map?

• Schema Map

• Discovery Range map

• Health dashboard only

• Unified Map

• Unified Map

• Which are direct outcomes when ITSM, Event Mgmt, EA/APM, and DPM leverage a well-modeled CMDB? (Multi-select)

• No governance needed

• Eliminate CI relationships

• Replace MID servers

• Faster/accurate task routing; service-centric event triage; portfolio KPIs; EA alignment

• Faster/accurate task routing; service-centric event triage; portfolio KPIs; EA alignment

• To create classes

• Your team asks when to use the CSDM Data Foundations Dashboard Playbook. Pick the best answer.

• When a metric is low and you need the “why it matters” + remediation plays

• Only for licensing usage

• To run discovery

• When a metric is low and you need the “why it matters” + remediation plays

(Scenario - Map CIs to correct domain)

 A stakeholder wants Business Applications selectable on Incident forms. According to CSDM, what do you advise?

• Don’t do it-Business Application is not an operational CI

• Replace Application Service

• Do it; Business App is an operational target

• Put Business App in Service Delivery

• Don’t do it-Business Application is not an operational CI

• A program manager asks “what’s our approach to stay aligned with CSDM?” Choose the best summary.

• Use the standardized framework across products; model with OOB tables/refs/relationships

• Ad hoc modeling per team preference

• Only Service Mapping is required

• Replace CMDB

• Use the standardized framework across products; model with OOB tables/refs/relationships

• A business sponsor asks, “what benefits do we get by implementing CSDM?” (Multi-select)

• Service-level reporting/visibility

• Faster routing/impact analysis

• Cross-product alignment (ITSM/ITOM/APM/DPM/CSM)

• It disables Discovery

• Service-level reporting/visibility

• Faster routing/impact analysis

• Cross-product alignment (ITSM/ITOM/APM/DPM/CSM)

Your organization wants to confirm what controls the integration between Intelligent Search (NLQ) and CMDB Query Builder. Which system property manages this integration?

• glide.cmdb.query.builder.enabled

• glide.cmdb.query.nlq.activated

• sn_cmdb_ws_nlq_sample_search.enabled

• glide.required.attribute.enabled

• glide.cmdb.query.nlq.activated

• The system blocks the query because it spans multiple tables

• A “View in Query Builder” button appears

• It automatically creates a scheduled report

• It runs only against cmdb_ci

• A “View in Query Builder” button appears

• It opens Query Builder with the query fully constructed on the canvas

• It exports the results to PDF automatically

• It launches Dependency Views

• It opens CI Class Manager

• It opens Query Builder with the query fully constructed on the canvas

• itil

• sn_cmdb_admin

• sn_cmdb_user

• admin

• sn_cmdb_admin

• NLQ Sample Search Table [sn_cmdb_ws_nlq_sample_search_table]

• NLQ Sample Search [sn_cmdb_ws_nlq_sample_search]

• cmdb_ci

• cmdb_rel_ci

• NLQ Sample Search Table [sn_cmdb_ws_nlq_sample_search_table]

• NLQ Sample Search [sn_cmdb_ws_nlq_sample_search]

• sys_properties.list

• sn_cmdb_ws_nlq_sample_search.list

• cmdb_health_metric_status.list

• cmdb_query_builder.list

• sn_cmdb_ws_nlq_sample_search.list

• CMDB Query

• Service Map Query

• Combination Query

• Dependency Query

• CMDB Query

• Service Map Query

• Combination Query

You need to find all Servers that have a connection to a SQL Server database. Which query tool would you use for this?

• Service Mapping Query

• CMDB Query

• Combination Query

• NLQ Sample Search

• CMDB Query

• CMDB Query

• Service Mapping Query

• Combination Query

• Health Scan Definition

• Service Mapping Query

• CMDB Query

• Service Mapping Query

• Combination Query

• Unified Map

• Combination Query

• Right-click the canvas and select Export

• From query results pane, select list context menu, then Export

• Open sys_properties.list and search “export”

• Create a scheduled job first

• From query results pane, select list context menu, then Export

Scenario - what happens after selecting export format) After selecting an export format, what do the docs say happens? (Delete)

• The report is emailed automatically

• The report is based on results and is downloaded locally

• A CMDB group is created automatically

• It creates a new saved query version

• The report is based on results and is downloaded locally

• Scheduled queries only create dashboard tiles

• Output is sent via email; results attached; option to zip attachment

• Scheduled queries only work for service mapping queries

• Scheduled queries require scripting

• Output is sent via email; results attached; option to zip attachment

• Clone the instance only

• Use exports and imports (Update Sets / XML)

• Recreate the query manually only

• Export a PDF report and import it

• Use exports and imports (Update Sets / XML)

• System Definition > Script Includes, search “GetWell”

• Reports > Administration > Calculations

• CMDB Workspace > Home > Unified Map

• CI Class Manager > Reconciliation Rules

• System Definition > Script Includes, search “GetWell”

• Search ServiceNow documentation for the article and read the indicator section

• Only check cmdb_rel_ci

• Run Discovery immediately

• Use the Deduplication Wizard

• Search ServiceNow documentation for the article and read the indicator section

• A list of failed imports

• Scan results for CIs in scope, represented as % compliant

• Only recommended fields

• Only duplicates

• Scan results for CIs in scope, represented as % compliant

• It eliminates the need for any CMDB governance

• It automatically fixes missing CI relationships

• It replaces Query Builder entirely

• It eliminates the need for familiarity with the complex CMDB data model

• It eliminates the need for familiarity with the complex CMDB data model