Which type of catalog item should be used to create an incident record from the portal?

 Incident Template
 Request Item
 Record Producer
 Order Guide

Which Incident management roles are activated by installing the ITSM Roles plugin
(com.snc.itsm.roles)? Choose 2 answers

 sn_incident_write
 incident_manager
 sn_incident_read
 itsm_incident_read
 itsm_incident_write

Which field from the configuration item will automatically populate in the Assignment group
field of an incident record? / Which field on CI may be used to route incidents to the
appropriate group to quickly resolve Incidents related to the CI?/ Which field on a CI record
may be used to expedite incident routing and resolution?
 Managed by
 Change group
 Support group
 Approval group

A customer requests that when the ServiceDesk agent clicks on the information icon for the
Caller's name, the quick view frame shows only the following fields.

• User name

• Manager name

• Email Address

• Employee ID

How would you modify the quick view frame?

 Update the sys_popup view for the caller table

 Update the sys_quick view for the caller table
 Update the sys_quick view for the user table
 Update the sys_popup view for the user table
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?

 Search as User
 Show User Viewable
 User Only View
 Internal/External Highlighting

Which feature can Service Desk Agents use to ensure that knowledge articles they attach to
Incidents are Article that are appropriate to share with Callers? / How does the Service Desk
agent attach knowledge Articles to Task based on access?

 Contextual Search – Search as / Contextual Search

 System Property – Restrict Articles to Callers / Property
 Global Search
 Search Groups – Caller Restrictions / Access Controls

Your customer is using the baseline Create Incident Catalog Item and should like to add an
additional input field. How should you update the catalog item?

 Edit in Catalog Item Designer

 Edit in Form Designer
 Edit in Catalog Builder
 Edit in Item Designer

Your customer is complaining that Service Desk users keep accidentally assigning Incidents to
the Network CAB, instead of Network Support. You have confirmed that:

• The Network Support group record has the Group types: Incident and Change

• The Network CAB group record has the Group type: Change

What could you do on the Incident form, for the Assignment Group field, to resolve this issue?

 Add Dictionary Override to specify the Incident group Reference Qualifier

 Add a UI action to provide an error message Q the Network CAB group is selected
 Add a UI action to hide the Network CAB group from the list
 Modify the choice list to include only the appropriate group types

Which capability provides visibility to data joined between multiple tables?

 Database Views
 Breakdown Sources
 Published Reports
 Metric Tables
 Custom Tables

Database views must be used to report on Catalog Item variables.

  False
 True

What tools are available to the assignee to help resolve an Incident? Choose 2 answers

 Enterprise CMDB Dashboard

 Workarounds
 CI Class Manager
 Incident Overview Dashboard
 Knowledge Articles

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

 Known Errors
 Resolutions from similar incidents
 CI Class Manager
 Incident Overview Dashboard
 Enterprise CMDB Dashboard

When using Inbound Email Actions. what happens if an email is received which has no
watermark or reference number?

 Email is rejected and auto-reply sent to sender

 New case is created from the message
 New incident created from the message
 New interaction is created from the message

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

 manager Workspace
 Incident > Overview
 Critical Incidents Map
 CMDB Health Dashboard

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

 Incident_manager
 itil
 itil admin
 incident admin
Which of the following options can a survey administrator define on an individual survey?
Choose 2 answers

 Anonymize responses
 Trigger conditions
 The ability for end users to decline survey assignments
 Number of survey reminder notifications

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

 Configure the dictionary entry for the Activity stream

 Configure the incident form design
 Configure the available fields from the Activity stream filter
 Configure the Activity stream client script

Which table stores incident categories and subcategories? On the incident form, category and
subcategory fields include a drop-down list of potential field values to allow users to
categorize Incidents Which table stores the list of potential field values displayed in these two
fields?

 Incident [incident]
 Task Category [task_category]
 Choice [sys_choice]
 Category [sys_category]

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

 Complete Investigation
 Publish Workaround
 Document a Known error
 Document Five Whys
 Complete RCA

The Problem table is extended from what table?

 Major Incident
 Problem Task
 Incident
 Task
 Outage
From which table, is the Incident table extended from?

 Ticket [Ticket]
 Task [task]
 Work [sn_work]
 Task [sn_task]

The Incident Task [incident_task]/Change Task table is extended from the ______________
table.

 Task [task]
 Incident [incident]
 Application File [sys_metadata]
 CMDB [cmdb]

The Requested Item [sc_req_item] table is extended directly from the Task [task] table.

 True
 False

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

 Problem Assignment Group based on CI Support Group
 Populate Assignment Group based on CI/SO
 Populate Assignment Group based on CI Support Group

What is the Business Rule that triggers automatic group assignment on Incident, Problem or
Change requests?

 Populate Assignment Group based on CI/SO

 Auto-populate ITSM Assignment Groups
 ITSM Assignment Lookup Rule
 Automatic Assignment for ITSM
Your customer wants to change the way Priority on Problem records is calculated based on
Impact and Urgency. Which module should you use to locate and update the Priority Problem
Lookup record?

 Data Lookup Definitions

 Priority Rules Definitions
 Priority Matrix
 Choice Lists

Where is the behaviour of priority data lookup defined for a problem record?

 Problem data table

 Problem priority UI
 Problem priority Script
 Priority problem lookup record

In the baseline instance configuration for incident management, when impact = 3, low and
Urgency = 3, low, the priority will be set to 5 planning.

The customer requirement is to set the property to 4-low, given these impact and urgency
settings. Where should this be changed in the platform?

 Priority calculation business rule

 Priority data lookups table
 System property
 Client script

Which of the following modules can be used to define incident priority rules?

 System Policies > Rules > Incident Priority Lookup

 System Policy > Rules > Data Lookup Definitions
 System Policy > Rules > Priority Lookup Rules
 System Policies > Rules > Incident Priority Rules

When you create a prblem from an incident, impact, urgency and priority are automatically
populated, from the incident record. Your problem management process owner wants the
problem manager to be responsible for assessing the impact and urgency on the problem, so
they don't want the values from incident to be copied over.
What module would you use to make this adjustment?

 System Policy > Rules > Priority Lookup Rules

 Problem > Administration > Problem Properties
 ITSM > Administration > Properties
 Incident > Administration > Incident Properties
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

State: Fix in Progress

Label: Fix in Progress

Value: 104

Constant Problem State: STATES.FIX IN PROGRESS

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

 104

 "Fix in Progress"

 ProblemState.STATES.FIX_IN_PROGRESS

 104.ProblemState.STATES.FIX_IN_PROGRESS

What is the best practice to use Incident State value in scripting?

 Use a global constant incident.state_value.

The Problem Manager wants the Problem Coordinators to be able to Re-analyze a Completed
Problem. Which module could they use to make this change?

 System UI > UI Actions

 System UI > Form Actions
 State Management > State Models
 Problem > Administration > Problem Properties
 System UI > UI Action Groups

Which of the following are valid problem states? (Choose all that apply)

 New
 On Hold
 Pending
 Cancelled
 Fix in Progress
Your Problem Manager has a structured problem management process which includes a final
reviewed 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?

 Flow Designer
 Action Modeler
 Task Creator
 Workflow Dashboard
 State Model

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 coordinator creates a new task, they should have a new option for Post Fix Review.

Which module should you use to add another option to the problem task option page?

 Task Designer
 Interceptors
 Choice List
 Problem Properties

A problem investigation had been previously closed, because the risk was accepted, in favour
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?

 Administrator clicks Re-Open on the Problem Record

 Problem Manager clicks Re-Analyze on the Problem record
 Problem Assignee clicks Re-Open on the Problem record
 If 7 days has passed. since the Problem was closed, it cannot be re-opened

When re-analyzing the problem, to which state it is redirected to?

 Root Cause Analysis.

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

 itil_admin
 problem_coordinator
 problem_task_analyst
  problem_admin

On a change approval definition record, what does the 'wait for' condition define?

 whether the change approval is sent to an individual user or a group

 the state the change must be in before the approval notifications can be sent
 the number or percentage of users from the approval group that must approve the
change
 the fields that must be populated before the approval can be requested

When is a change task for Post Implementation Review created for an unauthorized change?

 When the change request moves to Close

 When a change manager accepts the change
 When the change request moves to a state of Review
 When the change request moves to a state of Assess

In what table are Change records stored?

 Change [change_task]
 Change Request [rfc]
 Change Request [change_request]
 Change [change]
 Change [task_change]

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

 Change - Emergency - Review

 Change - P1 - Review
 Change - Major Incident - Authorize
 Change - Emergency - PIR
 Change - Emergency – Authorize

A requested item may be associated with one or more Requests.

 True
 False

How are Releases related to Projects?

 Project tasks and Release tasks are interchangeable

 Projects can be part of one or more releases
 Project features are components of a release
 Projects need to be completed before releases can be defined
  Projects are used to do root cause analysis for releases

How are Releases related to Changes?

 Releases are comprised of one or more Changes

 Changes are comprised of one or more Releases
 Releases are implemented prior to Changes
 Changes are implemented prior to Releases

What baseline Change Flows support the baseline Normal Change model?

 Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Implement

Change - Implementation tasks
 Change - Normal - New, Change - Normal - Review, Change - Normal - Close, Change -
Implementation tasks
 Change - Normal - New, Change - Normal - Assess, Change - Normal - Implement, Change
- Implementation tasks
 Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Close, Change
- Implementation tasks

Which of the following are valid states for standard change request? (Choose all that apply)

 Assess
 Implement
 Scheduled
 Authorize
 Review

Which of the following are valid states for Requested Item Catalog Task? (Choose all that
apply.)

 Closed Skipped
 Work In Progress
 New
 Pending
 Open
Your customer wants to use the Normal change model, but wants to add another level of
approval for changes relating to the Service, SAP Enterprise Services.

What should you do to satisfy this requirement?

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

 Add a new Decision to the Normal Change Approval Policy
 Add a new Change Approval Policy
 Add a new Decision to the Normal Change Workflow

Which of the following defines the approvals that should be applied to a change request?

 Change approval policy

 Change approval UI actions
 Change approval SI
 Change approval BR

Which of these roles has the ability to create change approval policy?

 Change_admin
 Itil
 Change_manager
 Itil_admin

In the CAB workbench, what are some ways the CAB manager can identify the Change
requests to be added to a particular meeting agenda? (Choose two.)

 Change requests meeting different conditions, like Risk level or Type

 Change requests planned within a certain date range
 Use any of the options on the Agenda Criteria Tab
 Change requests for a certain Change Flow Definition

What actions can a user with the itil_admin role take in support of Change Management?
(Choose three.)

 Manage Risk Assessments

 Delete CAB Definition
 Manage Risk Conditions
 Delete Change
 Create and manage Approval Policies
You have just upgraded your instance and have not migrated to multimodal change.
Using the default settings, when you click on Change > Create new, what page displays?/
Create New change module defined in

 Change Interceptor
 Change Form
 Change Landing Page
 Change Overview

When a user selects Change > New, they are presented with a ____________ to select the
type of change instead of being presented with a new Change form.

 Wizard
 Splash Page
 Interceptor
 Interupter

Your customer wants to add a notification to the Change - Emergency - Authorize Flow. What is
the first thing you would do to meet this requirement?

 Create a copy of the baseline Change - Emergency - Authorize Flow, and then edit the
new copy
 Create a backup of the baseline Change - Emergency - Authorize Flow, and edit the
baseline flow
 Deactivate the baseline Change - Emergency - Authorize Flow
 Unpublish the baseline Change - Emergency - Authorize Flow

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

 % Successful Changes

 Count of Completed Changes per Month, by Change Type

 % Unauthorized Changes

 Count of Completed Changes per Month, by Category

Which key performance indicators can be influenced by effective Problem Management?

 % of high priority Problems

  % of Incidents Resolved on First Contact

 Average time to close a Problem

 Average time to resolve a High Priority Incident

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

 Problems older than 30 days by Priority and State

 Number of Problem that have Breached SLAs

 Percentage of Problem Resolution within SLA by Category

 Average Problem Resolution Time

Which role is required to close a problem?

 Puck_from_a_mudsummer_nights_dream

 Itil_admin

 The system automatically closes problems

 Itil

 problem

Which of the following roles can close a problem? (Choose three.)

 itil

 problem_coordinator

 problem_task_analyst

 problem_administrator

 problem_manager

The owner of the internal IT knowledge base has assembled a team of subject matter experts
who are specially trained to create articles which comply with IT standards. These team
members still be the only people allowed to contribute to the knowledgebase. Due to their
training their articles will not require approval before publishing.

What workflow do you select for the IT knowledge base?

  Knowledge - Instant Publish

 Knowledge - Skip Approval

 Knowledge - Auto Approve

 Knowledge – State Publish

 Knowledge - Auto Publish

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

 Helpful?

 Flag Article

 5 Star scale

 10 Star scale

 Comment on Article

 Pin Article

Which of the following is NOT a type of Article feedback that may be submitted by users?

 Rate Article

 Helpful (Yes / No)

 Endorsed

 Flag Article

Knowledge Ratings are stored in the _____________ table.

 Knowledge [kb_knowledge]

 Knowledge Base [kb_knowledge_base]

 Knowledge Searches [ts_query_kb]

 Knowledge Feedback [kb_feedback]

When using the Knowledge - instant Retire workflow, how does the Valid to date enact a
Knowledge article?

 On Valid to date, article is automatically retired

 On Valid to date, retire notification is sent to the Knowledge article author

 On Valid to date, retire notification is sent to the Knowledge base owner

 On Valid to date, the article is archived

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

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

 Fulfillment Management

 Release Management

 Configuration Management

 Change Management

 Catalog 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.)

 catalog_admin

 sc_catalog_admin

 catalog_editor

 sn_catalog_homepage_write

 admin

Which of the following CANNOT be performed by catalog_editor role?

 Update Catalog manager

 Maintain Categories
  Maintain Catalog Item

 Update Catalog Definition

Which of the following CANNOT be performed by catalog_manager role?

 Create Catalog Task

 Maintain Catalog Item

 Update Catalog.manager

 Maintain Categories

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

 Knowledge item

 Record Producer

 Catalog Item

 Order Guide

 Content Item

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

 Flow Designer

 Flow Dashboard

 Process Designer

 Workflow Mapper

 Workflow Manager

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

 Catalog item management

 Service mapping

 Service catalog management

Your customer needs different catalogs for:

Human Resources - employee facing - for submitting requests to HR
Customer - external customer facing - for ordering company products and services
When these catalogs are created, in which table would the definition be stored?

 Business Services Catalog [bs_catalog]

 Catalog [sc_catalog]

 Service Portfolio Catalog [sc_portfolio]

 Service Offering Catalog [sn_offering]

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

 Record Producers

 Requested Items

 Categories

 Execution Plans

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

 Requested Items

 Content Items

 Categories

 Execution Plans

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

  Setting a variable to mandatory

 Apply a requirement to all form views

 Setting a catalog category to visible

 Setting a variable to read-only

When creating a catalog, which field specifies who is able to create, modify, and publish items
in the catalog?

 Editors

 Item Admins

 Item Owners

 Authors

When creating a catalog, which field specifies who can edit, update, and delete catalogs,
categories, and catalog items?

 Manager

 Contributors

 Owner

 Editors

When configuring stages in Flow Designer, what are some of the options that can be done?
(Choose two.)

 Stage labels and names can be changed

 States for the requested item records can be renamed

 Define a Service Level Agreement for a stage

 Estimated durations can be set

Which of the following are users able to do when configuring stages in Flow Designer? (Choose
two.)

 Display the stages to the requester

 Create any number of stages

 Import a copy of a pre-defined stage set

 Define the stage set in a subflow

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

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

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

 Service catalogs may contain multiple catalog items

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

In request fulfilment, approvals can be required before are quest can be fulfilled. Your
customer is worried about requests getting stuck in the process flow if the approver is on
extended absence from the office.

What can you suggest to alleviate this concern? Choose 2 answers

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

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

 The approver can set their approval notifications to auto-reply with "approved”’ in the
subject line

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

On the Change Record form, the process flow formatter is used to _______.

 Show the current state of change

 Visually depict the Change Workflow

 Show state history of a change

 Configure the change management lifecycle

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 Wizard

 Catalog Designer

 Catalog Item Builder

 Catalog Builder

Released in Quebec, what tool enables the creation of templates for Catalog Items?

 Template Builder

 Catalog Wizard

 Catalog Template Library

 Catalog Builder

 Template Management

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.)

 Service Catalog and Request Mgmt - Workshop Preparation Guide

 Service Catalog and Request Mgmt - Process Guide

 IT Service Management - Typical Challenges and Remediation

 ITSM - Business Outcomes and Corresponding KPIs

Which one of the following workshops identifies the technical requirements for
implementation?

 Implementation workshop

 Roadmap workshop

 Technical workshop

 Process workshop
Technical workshop and process workshop can be combined in one workshop.

 True

 False

Which role has the ability to modify the cart layout?

 Itil_admin

 Catalog_admin

 Itil

 Catalog_manager

Given the class structure shown below, which types of CIs will be included in a report run
against the cmdb_ci_computer table?

 Just CIs defined directly in cmdb_ci_computer

 CIs defined directly in cmdb_ci_computer and all parent classes

 CIs defined directly in cmdb_ci_computer and all child classes

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

 CI Class Manager

 Dependency View
  Application Menus

 Reports

Single view which specifies the CI class Hierarchy and table definition

 CI Class Manager

 Dependency View

 CI definitions

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

 CI class

 Dependent group

 CSDM component group

 Dynamic CI group

Which role would give you access to the CI Class Manager?

 ecmdb_admin

 ecmdb

 class_manager

 sn_class_manage

What is the Duration field on Problem?

 Calender_duration

Which Search Function do you use to find Knowledge Articles on an Incident?

 Contextual Search, when inputting a short description.

______________ results are displayed in the related search when an incident short description
is entered?
  Contextual Search.

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

 ITSM Properties
 System Settings
 Incident Settings
 Incident Properties
 Resolution Properties

By default, when using Inbound actions, what happens if an email is received which has an
Incident watermark?

 Incident SLA clock is un-paused

 Incident record is updated, per the action's script
 Auto-reply sent to sender, recommending they use Portal chat
 Incident record is re-set to state = attention required

When using the Email Client, what is the difference between an Email Template and a Quick
Message?

 Email Templates are like forms that can be sent to the caller for completion; Quick
Messages are primarily used by the Chat Bot
 Email Template is defined and automatically applied when the email form launches;
Quick Messages are defined and then can be manually applied by the user
 Email Templates are included with ITSM; Quick Messages are new with Machine
Learning
 Email templates are defined by users with admin role; Quick Messages are defined by
users with quick_message_admin role

Your customer wants incidents to close automatically 7 days after the incident is resolved.
How do you meet this requirement? (Choose two.)

 Modify the Incident Lifecycle flow to trigger from the Resolved date instead of the
Updated date
 Update the incident_close UI action script
 From the Incident Properties application, set Enable auto closure of incidents based on
Resolution date to Yes
 Modify the Incident Lifecycle flow to expire after 7 days

Incident may be closed after a specified duration after

  Incident resolution date, OR
 Last updated date

Your customer wants incidents to close automatically 7 days after the incident is resolved.
How do you meet this requirement? (Choose two.)

 Set system property com.sn.incident.autoclose.basedon.updated_at to Yes

 On Incident properties, set enable auto close of incidents based on resolution date to
Yes
 On Incident properties, set number of days after which resolved incidents are
automatically closed to 7
 Set system property com.snc.incident.incident_task.closure to 7

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.)

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

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

 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

 In the base platform configuration, what automatically happens to an incident in a Resolved
state after 7 days?

 The incident is automatically moved to a Closed state

 A notification is sent to the Assignment Group manager requesting review of the
incident record
 A notification is sent to the Assigned to user requesting a review of the incident record
 A post incident report is automatically created

Which mechanism is used to set the number of days (integer) after which Resolved Incidents
are automatically closed?

 Workflow
 Script include
  System property
 Business rule

Your customer wants to use the Service Catalog to generate task-based records for end-user
inquiries. What Service Catalog capability can you use to generate these records?

 Execution Plans
 Content Items
 Catalog Items
 Record Producers

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

 The workaround is helpful information for the Callers on the Problem's related
Incidents (open)
 The workaround should be published to a knowledge article, visible from the portal
 The workaround is helpful information for the members of the Problem's Assignment
Group
 The workaround is helpful information for the members of the Problem's Work notes list

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

 Fix is written to the Comments field on any Incident associated with the problem, which
is On Hold, Awaiting Problem
 Fix is written to the Work notes field on any Incident associated with the problem,
which is Active
 Fix is written to the Comments field on any Incident associated with the problem, which
is Active
 Fix is written to a draft Knowledge article

What optional Incident table is extended from the Task table?

 Child Incident [incident_child]

 Major Incident [major_incident]
 Incident Task [incident task]
 Parent Incident [incident_parent]

Category and Subcategory values can be set manually on the Incident form. What are
disadvantages of this approach? (Choose two.)

 Too many options may confuse users and increase mis-categorization

 Choices have no additional metadata to drive process
 It is difficult to implement
  It is not part of the baseline instance

What should you consider, when deleting demo category value?

 Use elevate role to perform this activity

 Perform this activity in your production instance, then clone down to development
 Backup the demo data value to XML
 Delete only the values associated with the Category field

When using the baseline business rule, Populate Assignment Group based on CI/SO, what
behavior would you expect on an Incident form? (Choose two.)

 If selected CI does not have an Owner group, write the Support group from the Service
Offering to the Assignment group field
 If selected CI has a Support group, write that group to the Assignment group field
 If selected CI has an Owner group, write that group to the Assignment group field
 If selected CI does not have a Support group, write the Support group from the Service
Offering to the Assignment group field

What is a disadvantage to displaying the assign to me button on a task record?

 Users prefer to type in their name

 The UI Action does not verify that the user is the member of the selected assignment
group
 There are too many buttons on the form header
 Users forget to use the button

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

 The agent is prompted to select the Assignment group

 The Assignment group field is populated with agent’s user group
 An error is displayed indicating the Assignment group field must be populated before
executing the Assign to me UI action
 The Assignment group field remains empty

A problem record is the parent to what record?

 Problem task
 Known error
 Major incident
 Workaround
 Related incidents
When you create a problem from an incident, impact, urgency and priority are automatically
populated, from the incident record. Your problem management process owner wants the
problem manager to be responsible for assessing the impact and urgency on the problem, so
they don't want the values from incident to be copied over.

Users with what roles could make this type of update? (Choose 2 answers)

 Itil_admin
 Problem_manager
 Problem_coordinator
 Problem_admin

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

 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
 Users with sn_problem_write can create known error articles, but not articles for other
knowledge bases
 The Known Error knowledge articles use a template, which includes the Workaround
and the Cause

Problem management provides what benefits for incident management?

Choose 2 answers

 Solutions implemented reduce future incidents

 Published workarounds help quickly resolve incidents
 Problem investigations automatically triggered for multiple user incidents
 Incident managers authorize problem investigations

A tester has submitted a bug report, because at no point in the Problem lifecycle, does the
Create Known Error article link appear under Related Links. Also, they notice there is no
Known Error knowledge base in the instance.

What might be the cause of this?

  The Problem Management Best Practice - Madrid - Knowledge Integration plugin has
not been activated
 The customer did not pay the bill for Knowledge management
 Tester is not impersonating Problem Coordinator
 The sn_known_error_write role is required to see the Create Known Error article link
 The requirement was not in the stories

A tester reports a bug, because they submitted a Known Error article from a Problem record,
but it is not visible from the Known Error database. What could cause this?

 The article is in draft state, but has not been published

 The Problem Management Best Practice - Madrid - Knowledge Integration plugin has not
been activated
 The user criteria on the knowledge base is incorrect
 The tester is not impersonating an itil user

User criteria' is not applicable on Knowledge bases .

 True
 False

A Knowledge Article can be associated with multiple Knowledge Bases.

 True
 False

A tester wants to submit a bug report, because they are not able to see the Communicate Fix
link under the Related Links on the Problem form.
What do you recommend that they confirm, before submitting the bug report? (Choose two.)

 Tester is impersonating a user with communications.manager role

 Tester is impersonating the assignee, which has the problem_coordinator role
 Tester is impersonating a user with problem_coordinator role
 The Fix notes field is filled in and saved

Tester couldn’t find the Create a known error article related link on Problem record. What
could be the reason?

 Tester didn’t impersonate as Problem_coordinator.

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

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

 Model State Transition Conditions

 Dictionary Overrides
 State choices
 State conditions

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

 Phase transitions
 State model
 State transition conditions
 Phase model
 State transitions

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 of the following statements are true

  The change models on the pinned tab on the change landing page disappears after 30
days
 The change models on the pinned tab on the change landing page is determined by
change admins
 The change models on the pinned tab on the change landing page must be preapproved
 The change models on the pinned tab on the change landing page is unique to the
logged in user

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

 Change Landing Page

 Change Form
 Change Catalog
 Change Wizard
 Change Interceptor

Risk is configured by default, to calculate Risk = High for a change that is scheduled with only 3
days lead time. Your customer’s change policy requires that changes be requested with 5 days
lead time.
How would you satisfy this requirement?

 Update the Risk Property for Insufficient lead time

 Update the Risk Assessment Matrix for Insufficient lead time
 Update the Calculate Risk UI Action
 Update the Risk Matrix for insufficient lead time
 Update the Risk Condition for Insufficient lead time

Inside a change flow, you can automate a task with a sequence of related steps, like looking up
a record, creating a record, or applying a policy. What is this component of the flow called?

 Flow Actions
 Flow Activities
 Flow Steps
 Action Pills
 Flow Tasks

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

In the Quebec release of Change management, what new architectural features were added?

 Catalog builder and Change Designer

 Change Flows, Change Designer and Change Approval Matrix
 Change Models, Change Flows and State Transition Models
 Change PIR Assessments, Change Designer and Change Approval Policies

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

 Planning
 Testing
 Review
 Deployment
 Verification
Which of the following are valid problem tasks types? (Choose all that apply.)

 Root Cause Analysis

 General
 Implementation
 Assessment
 Investigation

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

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

 CI Business criticality
 Planned end date
 Risk
 Planned start date
  Configuration item

True or False: Conflict Detection must be triggered manually for Changes using the Check
Conflicts UI action.

 False

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

 Conflict with Assignee Shift Schedule

 Conflict with Blackout Schedule
 Conflict with Company Holiday Schedule
 Another change for the same CI, at the same time
 Conflict with Maintenance Window

Which of the following conditions can be evaluated by Change Management Conflict

Detection? Select all that apply

 Changes with overlapping schedules assigned to the same resource

 Changes scheduled outside of normal business hours
 Conflicts for all Affected CIs
 Changes scheduled during backout time periods
 Changes schedule outside of a CI’s maintenance window

On the Unauthorized Change Properties module what can you configure? (Choose two.)

 Enable/Disable creation of Unauthorized changes

 Maximum number of unauthorized change records for a CI
 Unauthorized Change Dashboard
 CI classes to monitor

Which of the following are configurable unauthorized change properties? (Choose 2 answers)

 Notification Recipients
 Unauthorized change Dashboard widgets
 Interval frequency for notification for same CI
 CI classes to monitor

What Knowledge base feature can you use to standardize the sections and fonts on a
knowledge article?
  Article designer
 Coaching loops
 Templates
 Article layout

A KCS article uses what feature on a knowledge article?

 Autopublish workflow
 KCS metrics
 Coaching feedback
 Template

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

 catalog_admin
 itil_admin
 catalog_manager
 catalog_criteria_admin
 catalog_criteria_manager

Which catalog property allows users to save partially-completed requests to complete and
submit at a later time?

 Edit cart layout

 Enable wish list
 Enable cart save
 User partial save

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

 Processes
 Flows
 Procedures
 Actions
 Scripts
Unless there are particular security requirements, what role is given to users that perform
request fulfillment work?

 itil
 task_worker
 sc_fulfiller
 catalog_fulfiller
 fulfiller

Your customer is a data center. They have a construction requirement that builds out spaces
for new customers. The customer account representatives are responsible for initiating the
customer request. The guidelines are extensive for how to complete the construction request
documentation.

Your customer wants a catalog to contain two items:

1. A request with 1 approval and 2 fulfillment tasks / Construction request
2. A link to a knowledge article / Getting started with construction request
What type of item would you use to satisfy the requirement for the Construction request?

 Catalog Item
 Content Item
 Record Producer
 Order Guide

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

 Order a set of Dishes

 Order a Custom Automobile
 Order a Technical Consultation
 Order a Couch
 Order a case of Laundry Soap

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

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

  On the Catalog Item, Columns tab, unselect Quantity column
 On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity
 On the Catalog, Advanced View, unselect Use cart layout, select No quantity
 On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive

For the majority of Catalog Items, the customer requires Quantity and Price to be displayed.
However, for one Item, the customer would like to omit these two fields. Which of the
following approaches should be used to satisfy this requirement?

 Set 'Use cart Layout ' to false on the Catalog Item and set both 'No Quantity' and 'Omit
Price in Cart' to true.
 Write a catalog client script for the item and use g_form.setDisplay() to hide each field.
 Set both “No Quantity” and “Omit Price in cart” to true on the catalog item
 Cart options are set using system properties and cannot be changed for individual items.

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

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

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

 Knowledge Item

 Record Producer

 Content Item

 Order Guide

 Catalog Item
Which of the following objects on the Shopping Cart Widget can be displayed or hidden using
Maintain Cart Layouts settings? (Choose two.)

 Quantity
 Requested by
 Price
 Shipping Address
What are the states of items, created via catalog builder? (Choose 3 answers)

 New
 Published
 Publishing
 Draft
 Submitted

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

 Sets of Variables
 Entitlements
 Icons
 Flows and Subflows

Which of the following is used to group multiple catalog items that are usually ordered
together in one request?

 Wish List
 Catalog Category
 Order Guide
 Record Producer

Which record type would you use for computer request?

 Record Producer
 Catalog Item
 Content Item
 Order Guide

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

 Use the search on catalog or portal

 Navigate through the categories
 Use the Top Request or Popular Items widget
  Use the application navigator

Your customer complains that when their users click on the Configuration Item magnifier from
the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want
to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms.
What do you recommend to your customer?

 Add a Show field to the base cmdb table: Check the Show box on those CI records they
want to display; make reference qualifier to display only the CIs with show=true
 Use the Principal CI class checkbox, to identify the CI classes that they want visible on
the Incident, Problem, and Change forms
 Create an Access control to hide the unnecessary CIs from the itil users
 Make a show/hide UI action to show only the desired CIs to the itil users

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

 Configuration Item [cmdb_ci]

 Asset [asset]
 Base Item [cmdb_base_item]
 Base Configuration Item [cmdb]

From __________ table, all technical CI's gets extended?

 Configuration item [cmdb_ci]

How many classes extend the Base Configuration Item [cmdb]?

 1

 2

 3

 None of the listed answers

Explanation: As There are more than 500 classes that extend the Base Configuration Item
[cmdb]

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

 sn_incident_update
  sn_incident_read
 sn_incident_write
 sn_incident_insert

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 Portal
 Service Dashboard
 Service Map
 Service One Stop Shop
 Service Catalog

Which application or module enables you to create template for service catalog item creation?

 Template Management

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
 Record Producer Form Designer
 Default Variables Editor
 Variable Designer
 Editor

Which property on an order guide will pass variables from one item to another item with
equivalent variables? / Which variables is used to populate the variable on each catalog item
used in Order guide?

 Waterfall Variables
 Cascade Variables
 Share Variables
 Mirror Variables

What is the purpose of "Cascade Variables" checkbox in order guide?

 If checked, it automatically adds variables to all catalog items in an order guide with
the same variable names in the order guide.
 If checked, it prevents duplication of variable names in catalog items added to order
guide.
 If checked, it auto-populates catalog item variables with names similar to order guide
variables.
  If checked, it applies the same formatting used for order guide variables to all catalog
items added to it.

Which catalog client script is used to hide the choices on the catalog variable for end user in
ServicePortal ?

 On load

What module is used to provide link about the company policy details(external) ?

 Content Items

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

 Multi-row variable set

 Variable set
 Cascade variable
 Grid variable
Which of the following variables is NOT supported within a multi-row variable set?

 Email
 Wide Single Line Text
 Multi Line Text
 Label

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

 Standard, Normal, Prototype, Patch

 Major, Minor, Upgrade, Emergency, Maintenance, Patch
 Standard, Normal, Emergency
 Alpha, Beta, Snapshot, Nightly, Milestone, Release Candidate

Which of the following are defined as release phase which is used to group tasks required to
carry out the release? Choose 4 answers

 Quality Assurance
 Release planning
 Deployment
 Build and Test
 Governance Review
 Review and Close

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

What baseline Change Model supports this scenario?

  Cloud Infrastructure
 Automated Changes
 Retroactive Changes
 Change Registration
 Unauthorized Changes

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

 Requested Item
 Request
 Service Catalog
 Catalog Task

Which module is used to provide details about the searches in Knowledge Base?

 Search Logs

Workflow for a KB article is defined where? / Knowledge Workflow is defined at what level?
 At knowledge Base level

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 Flash action script
 VIP Flag field style
 VIP Flag reference decorator

VIP Caller on Incidents

 VIP icon on the list view against the caller

 Additional notifications are triggered for Assignment group and the manager to
 Incident priority is elevated
 Caller value gets highlighted

A user has the VIP field set to true on their User [sys_user] record. When that user is selected
as the Caller on an Incident, which of the following statements are true in a baseline platform
configuration? Select all that apply.

 The Priority field calculation is adjusted to increase Priority by

 The user's name is shown in red in the Caller field
  SLA workflow conditions for VIP trigger additional notifications to the manager of the
Assignment Group
 A 'VIP' decoration is displayed next to the Caller field

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, Accepted, Rejected, Reopened
 Proposed, Received, eCAB Convened, Closed
 New, Work in progress, Escalated, Communicated

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

 SLA definition record

 Default SLA flow
 SLA Properties application
 SLA trigger conditions

In the baseline configuration, SLA uses percentages of SLA duration to determine when to
send breach warnings and breach notice notifications.

 True
 False

For an incident, which of the following are used when calculating the value of the Business
Duration field?

 SLA Schedule
 Calendar duration
 Incident Auto-close system property
 Incident state Duration Metric

Why does the Problem record doesn’t get closed after being fixed ?

 It monitor the environment post implementation.

A CAB manager is looking for a way to make their CAB meetings more organized and efficient.
They want to be able to:

• Define CAB meeting agendas

• View change calendars
• Review, Approve or Reject changes directly from the change application
What feature would you recommend?

 Change CAB Dashboard

 CMDB Health Dashboard
 CAB Taskboard
 Change Overview
 CAB Workbench

Which table does the "Knowledge Base" table extend from?

 Task
 None of the listed answers
 Kb_knowledge_core
 Kb_knowledge
The knowledge [kb_knowledge] table is extended from ______________.

 Configuration item [cmdb_ci]

 Task [task]
 Knowledge base [kb_knowledge_base]
 No table; It is a Base Table

Which role can delete incident record?

 itil_admin

Which of the following actions on the Incident table require the itil_admin role? / In the
baseline platform configuration, which Incident Management function is limited to users with
roles of either itil_admin or admin?

 Delete Incident
 Archive Incident
 Close Incident
 Update Incident

Which role can close problem record?

 Itil

Configuration changes to the Change Management - CAB Workbench Application must be

done in the global scope.
 FALSE

Which of the following is the goal of problem management?

 Prevent problems and resulting incidents from happening, to eliminate recurring

incidents, and to minimize impact of incidents that cannot be prevented.
  Restore normal service operation as quickly as possible and minimize the adverse impact
of incidents on business operations, thus ensuring that the best possible levels of service
quality and availability are maintained.
 Detect and correlate operational alerts or communications generated by infrastructure
items to manage operations and prevent problems in the environment.
 Manage improvement to IT processes and services in order to increase efficiency,
effectiveness, and cost-effectiveness.

Which of the following outlines the ways changes may be related to incidents?

 Incidents may be caused by changes. Investigation of incidents may indicate the need
for a change.
 Incidents cause changes. Investigation of changes may indicate the need for incidents to
be generated.
 A change is required to investigate the cause of an incident.
 Incidents and changes are separate processes that have little interaction.
In the baseline platform configuration for an Emergency Change, __________ is required
before a Change can be scheduled.

 Configuration Item identified

 CAB Approval
 Peer Approval
 Justification, Change Plan, Test Plan, and Execution Plan

By default, CAB Approval is only requested for normal changes with moderate to high risk.

 True
 False

Which of the following is NOT a way Service Catalog Requests may be submitted in a baseline
ServiceNow instance?

 From the Service

 From the Service catalog
 From an inbound email
 From an incident record

In the baseline configuration for Change Management, how do users access approved
Standard Change templates?

 Browse for standard changes within the technical catalog

 Apply a template to a new Change form
 Standard Change proposal table
 Standard Change catalog
In the baseline platform configuration, if a Change approver rejects an approval for a normal
change, what will the State of the Change be set to?

 Rejected
 New
 Assess

In the baseline platform configuration, a end-user with no assigned roles can read an Incident
when they are

 Caller or the Caller’s Delegate

 Opened by or the Configuration item’s business owner
 Caller, Opened By or on the Work Notes List
 Caller, Opened By or on the Watch List

What kind of end user would be able to close and incident even though they have no roles?
 Caller if the incident

Which of the following is NOT a method for creating Knowledge Articles within ServiceNow?

 Import from a Microsoft Word document

 Generated from Incident or Problem records
 Generate from a Schedule Report with a Target = Article
 Direct creation by a user with the ‘knowledge’ role
Primary tables associated with Request Fulfilment begin with the prefix _______________ ?

 req_
 rm_
 rf_
 sc_

What is the minimum role required to delete a Problem?

 problem
 itil
 admin
 itil_admin

Which of the following roles can delete a problem task? (Choose all that apply.)

 Itil
 admin
 problem_task_analyst
 problem_admin
 problem_manager
What is the minimum role required to delete a CI?

 Itil_admin
 Ecmdb_admin
 Admin
 Itil

Which role has the ability to create a new CI class?

 admin
 itil_admin+itil
 ecmdb_admin
 app_admin

Change Management uses the workflow engine by default to facilitate approvals and
processing for each type of Change, including Emergency, Normal, and Standard.

 True
 False

Every Catalog item uses the same workflow to manage approvals

 True
 False

To manage approvals on individuals catalog items, what table should the workflow run on ?

 Task [task]
 Catalog Tasks [sc_tasks]
 Requested item [sc_req_item]
 Request [sc_request]

If you hover over the reference icon for a Caller, and a sys_popup view hasn’t been configured,
which view is used?

 Tool_tip
 Reference_view
 Default
 Mobile
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

 An error is displayed
  Only dot-walked fields will be displayed

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

How are Additional Comments and Work Notes intended to be used in notifications?

 Additional Comments – communicate with end users; Work Notes – communicate with
IT staff
 Additional Comments - communicate with IT staff and end users; Work Note – system
generated log of update
 Additional Comments - communicate with IT staff; Work Notes - communicate with end
users
 ServiceNow merely offers both so customers may choose whether to use one, both, or
neither

Which of the following represents how Knowledge Management subscriptions and article
versioning are enabled?

 Knowledge Base settings on each Knowledge Base

 Customizations to Knowledge Management
 Features are enabled by default in baseline Jakarta instances
 Activation of the Knowledge Management Advanced Plugin

Which platform feature is used to determine whether an Incident meets the conditions for
First Call Resolution?

 Benchmark
 First call Resolution field
 Metric
 Business Rule

In baseline incident, Which field shows 'first time to resolve'?

 Re-Assignment Count - This is based on the reassignment count on the incident table
and is triggered on the business rule (reassignment counter) that is on the task table.

What is the purpose of "reassignment_count" field in incident table?

 It stores the number of times the "Assigned to" value changed.

 It stored the number of times the incident was reassigned to the caller.
 It stores the number of times the "Assignment group" value changed.
 It stored the number of times the incident was reopened by the caller.
Which platform feature is used to track field value durations, such as the length of time an
Incident spent in each State or the length of time an Incident was assigned to each group?

 Audit
 Metric
 Database view
 Key Performance Indicator (KPI)

Metrics for an incident is calculated based on

 Business Duration field of the Metric Instance

 Metric Definitions
 Benchmark

In the baseline configuration, ONLY emergency changes require a Post Implemtation review
(PIR).

 True
 False

Which of the following is NOT a typical method to propose a new standard change?

 In the Standard Change Proposals Table, click "New" and submit the record.
 Toggle the Template Bar on an existing change and click + to add a new Template.
 In the Standard Change Catalog, under Template Management, select "Propose a new
Standard Change Template. "
 Right-click on an existing change and select "Propose a Standard Change Template. "

From the choices below, which is not a correct way you can propose a standard change?

 Open Incident --> click on context menu-->select propose standard change

The Standard Change Template [std_change_record_producer] table is extended from the

____.

 Record Producer [sc_cat_item_producer]

 Template [sys_template]
 Task [task]
 Change Request [change_request]

Which of the following can be used to standardize the body of Outbound email notifications?

 Email Templates
 Variable sets
 Inbound Action
 Email Client
Which module would you use to configure inbound Email Action?

 System Policy > Inbound Email Actions

 System Properties > Email > Inbound Actions
 System Policy > Email > Inbound Actions
 System Properties > Email Actions

In the baseline platform configuration, the Post News Related Link on a Problem Record will
generate Knowledge Article that includes information mapped from the Problem Record.
What will be the Workflow state of the new Article?

 Review
 New
 Published
 Draft

When does a State of On Hold pause an SLA?

 Depends upon the SLA conditions

 Always
 Never

When viewed through a Service Portal, Service Catalog items may be formatted with a
maximum of two columns.

 False
 True

When referring to the State of an Incident in server-side code (such as in a Script Include,
Business Rule, or UI Action), which method is the preferred way to refer to the State field
value?

 If a Constant has been defined, such as Incident.State.IN_PROGRESS, use the Constant

 Use the getDisplayValue() method to retrieve the Label associated with the State field
value
 Use the value of the choice option, such as 2 to refer to a State of In Progress

Which of the following statements are correct for Standard Changes and Standard Change
Templates? Select all that apply.

 Standard changes do not require approvals

 Creation of a Standard Change Template requires approval
 Standard change Templates cannot include standard tasks
 Templates can be used only for Standard Changes

How is access to Knowledge Articles administered?

  User Criteria and User Roles
 User Criteria and Entitlements
 Filter conditions on the Knowledge Base
 User Roles

What is the base table for CMDB?

 Ci
 Cmdb
 Cmdb_ci
 Base_ci

In the baseline configuration, which roles can re-assess a completed or cancelled problem?

 Itil_admin
 Itil
 Problem_task_analyst
 Problem_coordinator

Change Tasks generated by the Change Request - Normal Change tasks workflow should
include:

 Standard, administrative tasks common to all Normal Changes

 All implementation tasks for a specific change
 Approval and scheduling task for Normal changes
 Automated task to be completed by the System scheduler

Which of the following statements reflects when the Actual Start and Actual End date fields
are populated on a Change Request? Actual start is set when the __________.

 State changes to Implement. Actual End is set when the State changes to Review
 State changes to Implement. Actual End is set when the State changes to Closed
 State changes to Schedule Actual End is set when the state changes to Review
 First Implementation change task is update actual end is set when the final
implementation change task is closed.

Which of the following statements is true when an Incident has several child Incidents?

 Parent Incident updates to State, Comments, Work Notes, and Resolutions Code are
 All updates to child incidents are reflected in the parent Incident
 All updates to parent Incident are reflected in child Incidents
 No updates are synchronized between parent and child Incidents

Which of the following represents a benefit of implementing Knowledge Management?

 Provide continuous feedback loops to improve staff efficiency

  Automatic routing of Incidents to the appropriate Assignment Group
 Deflecting the creation of Incidents so users may help themselves with common issues
 Proactively suggest knowledge articles to users at key points in a process

Under which circumstances would a Knowledge Article Author set the Display Attachments
field to false on an Article that HAS attachments?

 The attachments are images embedded and displayed within the article text.
 The attachments are referenced knowledge articles.
 The attachments should be downloaded/opened immediately rather without the article
text being displayed.
 The attachments are files that the author would like to display as finks for on the article
rather than having those files open/download automatically
True or False: Once an Incident is placed in a Resolved State, the Caller may no longer re-open
the Incident.

 False
 True

Which of the following describes the purpose of User Criteria when used in the Service Catalog
application?

 Pre-fill user preferences on Catalog order forms

 Replace Access Controls to provide security to Requests
 Determine who can see Categories and Items
 Determine who can see Catalogs and Items

True or false:XML exports of Knowledge Articles include Text but DO NOT include attachments

 True
 False

Which statement is NOT true about XML exports of knowledge article?

 The sys_ids of the articles will remain the same if imported into another instance
 Attachments are included in the XML export
 Records in the related lists are included in the XML export
 All fields included in the XML report

True or False:In the baseline platform configuration, a Configuration Item must be specified
before Approvals are requested for a Change Request.

 True
 False

Change management uses the workflow engine by default to _____________. (Choose three.)

 Manage SLA’s
  Manage approvals
 Close related tasks
 Generate change tasks
 Send notifications

What are the most common ways to create problems? (Choose two.)
 Manually using the Problems related list on a change.
 Using the Create Problem UI action on an incident.
 Using the Create Problem Virtual Agent Conversation.
 Manually using the Create New module.
 Using a third-party integration.
Under which circumstances can a user with the itil role create a Problem record from an
Incident record?

 When the Incident is not closed

 When there is not already an existing problem associated with the Incident
 When the incident is not closed and when there is not already an existing Problem
associated with the Incident
 An itil user can create a Problem record from an Incident at any time

When an end-user (with no roles in the platform) submits an Incident using the Self-Service
interface or Service Portal, Related Search Results automatically display search results from
Knowledge Bases and Service Catalogs. These Related Search Results are a form of _____ ?

 Incident Deflection
 Live Agent Intervention
 Service Marketing
 Incident Avoidance

Which of the following can be used as a 'non-code' alternative for some Catalog Client Scripts
to populate data on an Item?

 Variable Set
 Catalog Data Lookup
 Catalog UI Policy
 Catalog Client Script

Common recurring catalog variables can be grouped and standardize using __________.

 Insert and Stay

 Update Sets
 Variable sets
 Variable Choice Lists

Which statement is NOT true about reporting on catalog item variables?

 The Variables column can be added to list reports if variables are available for the
selected table/data source.
 Reports can be stacked by variables from a selected catalog item.
  Database views are required to report on catalog item variables.
 Reports can be grouped by variables from a selected catalog item.

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

 Chat Bot
 Related Search Results
 Knowledge Bases
 Intelligent Agent
 Agent Assist
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

When using Agent assist in the Agent workspace, what are examples of possible solutions can
be automatically searched and displayed? (Choose five.)

 Runbook Actions
 Knowledge
 SQL Queries
 Problems
 Changes
 Cases
 Incidents

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

 Re-use existing categories from legacy systems

 Define categories based on the customer’s CMDB classes
 Re-use existing categories from incident management
 Define categories based on ITIL problem taxonomy

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

 Short Descriptor
 State
 Assigned to
 Configuration Item
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?

 Assess to Work in Progress

 On Hold to Work in Progress
 New to Assess
 Draft to Assess
 Work in Progress to Closed

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

 Update Change Type on an existing change record

 Delete a Change record
 Delete a Standard Change Template
 Delete CAB Definition

In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)

 Automatically via the Change - Implementation subflow

 Manually by the user during New, Assess, and Authorized states
 Automatically depending on the category selected on the Change Request
 Manually by the user during all states, except Closed or Canceled

In the baseline Change - Normal model, when the Change request goes to the Review state,
what happens to the implementation and testing tasks, if they have not been closed.

 They are automatically canceled

 They are automatically closed
 They are automatically assigned to the Change assignee and closed
 An error displays, requiring that the Tasks be closed before moving to Review

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

 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
 Articles can be published to a category and subcategory

When defining catalog categories and subcategories, what are some good practices to follow?
(Choose two.)
  Align categories with CMDB classes where possible
 Keep the number of top-level categories to 8-10
 Remember that items can only be assigned to one category
 Do not go to deep with subcategories: go only 1-2 levels deep

Best Practices for using Service Catalog Categories include _______________ .

 Use technical language that fulfillers will understand

 Create many unique categories to help organize your catalog
 Organize categories in a way that your audience will understand
 Create a few categories as possible

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?

 Stage on Requested item

 Status on Request
 State on Catalog Task
 State on Requested Item

On an incident record, where are the fields that appear on the caller lookup select box
defined?

 The Caller lookup field on the [user] table

 The ref_ac_column attribute from the dictionary entry
 The ref_contributions attribute on the caller lookup form
 The form design of the caller lookup form

We see user's email in the caller field on an incident form. Which attributes do we use to set
this?
 ref_ac_column=email

Where do you enable the Search as feature for an incident?

 incident.deflection system property

 Incident Properties application
 Related Search Results table configuration
 Incident form design

What is the purpose of "Search As" field in the contextual search table configuration?

 When enabled, the agent can impersonate the user in the caller field and search for
related knowledge articles.
  When enabled, the contextual search feature will show an additional tab that shows
the related articles that are permitted to be seen by the user defined in the "Search as"
field.
 When enabled, the agent can select which user to use when searching for related
knowledge articles.
 When enabled, the contextual search feature will show an additional tab that shows the
related articles that are permitted to be seen by the caller user.

A new problem manager wants to know how to create reports for monitoring problem
management activities. What do you recommend they do before creating new reports?

 Submit a New Report Request via the service catalog

 Take the Performance Analytics fundamentals course
 Go to Reports > View/Run > All, then search for Problem reports
 Submit a request for the sn_report_creator role
 Turn on data collection jobs

A new problem manager wants a high level view of the activities in problem management.
What module do you recommend?

 Problem > Homepage

 Problem > Overview

 ITIL Manager > Homepage

 Problem > Process Health Dashboard

 Problem > Dashboard

Your customer wants to know why users with the problem_coordinator role can Communicate
workarounds, and fixes; but users with problem_task_analyst cannot. How do you explain
this?

 The technical resources working on the problem investigation are focused on the
technical details, and may provide information that is not useful for the callers
 The problem coordinator is the only role with the ability to recall a message
 The problem coordinator is responsible for approving or rejecting the proposed message
 The message will be automatically displayed on the Portal

In the baseline implementation, what are key relationships between Change and Configuration
Item (CI) records? (Choose three.)

 The CI Manager is part of the change approval workflow

 One Change can be submitted for multiple CIs
 Changes should reference at least one CI
  The CI Support Group is responsible for change implementations
 A CI can be affected by a change, even if it is not the CI being changed

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

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

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

Which workflow is defined as: Requests approval from a manager of the knowledge base
before moving the article to the retired state. The workflow is canceled and the article remains
in the published state if any manager rejects the request.

 Knowledge – Article Retire

 Knowledge – Retire Authorize
 Knowledge – Approval Retire
 Knowledge – Retire-Approval Required
 Knowledge – Instant Retire

Incidents are stored in what table?

  Incident [sn_task_incident]

 Incident [incident]

 Incident [task_incident]

 Incident [sn_incident]

Incidents can be created and managed in the workspace, using UI layouts that are tailored to
different personas, processes, and interfaces. Examples include:

• Default
• Major incidents
• Self Service
• Mobile
What are these UI layouts called in the Now Platform?

 Form Layouts

 Workspaces

 Forms

 Form Designs

 Views

What would you use to create Incident records, based on email sent by users or systems?

 Record Producer

 Inbound Flow Action

 Data Collection Job

 Transform Map

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

 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

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

Incident management includes limited functionality for what advanced reporting capability?

 Analytics Dashboards

 Performance Analytics

 Machine Learning Metrics

 KPI Reports

Your customer wants to give secure access to business users to view problem records and
reports for the products they support. When you install the ITSM roles plugin, what additional
problem role is installed to support this requirement?

 sn_business_user

 sn_problem_read

 sn_service_owner

 sn_problem_write

 sn_problem_business_user

A new Problem Coordinator accidentally created several problem investigations that need to
be deleted.
What role is required to delete a problem record?

 sn_problem_delete

 itil_manager

 problem_manager

 problem_admin

 problem_coordinator

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

 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

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

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

What is the trigger for the Change - Normal - Assess Flow?

 A Change request using the Normal Change model is moved to the Assess state

 A Change request using the Normal Change model is created

 A Change request using the Normal Change model is Low Risk, and is moved to the
Assess state

 A Change request using the Normal Change model is Assigned to a 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 Implement, Authorize to Assess, Authorize to Review

 Authorize to Canceled, Authorize to New, Authorize to Scheduled

 Authorize to Scheduled, Authorize to Closed, Authorize to New

Which of the following statements are correct for Standard Changes. Select all that apply.

 Standard changes are typically low risk and have detailed procedures
  Standard changes don’t have Change tasks

 Standard changes can be automated

 Standard changes producers must be stored in a knowledge base

What are the components of a Flow Action?

 Inputs, Processes, Subprocesses, and Outputs

 Processes, Subprocess and Action Steps

 Inputs, Action Steps and Outputs

 Indexes, Processes and Outputs

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

 Manual state selection

 Workflow

 State model

 Flow

You have just released a new Change Model to the testers. Testers report they can see the old
change models, but cannot see the new change model on the change landing page.
What could cause this?

 Testers need itil role to see the change models

 New change model needs Active to be set to True

 New change models are only visible to Change Managers

 Workflow has not been published

How are Features related to Products and Releases?

 Emergency releases can include products and features

 Products have associated features, which are organized into releases

  Features are included in releases, not associated with products

 Products use features to define release types

When a Service Desk again shares a "How to" item with a customer, what type of record is
being shared?

 Knowledge article

 Content object

 Information item

 How to document

Where should an admin go to view all of the search queries entered by users in the knowledge
search?

 Knowledge queries application

 [kb_view] table

 [kb_feedback] table

 Search logs application

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

 onLaunch

 onLoad

 onSubmit

 onSave

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

 catalog(s)

 item name

 variables

 item author
  timestamp

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

 Knowledge base

 Knowledge article

 Knowledge category

 Knowledge article template

Your customer wants to 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

 user_criteria_admin

 catalog_admin

 catalog_manager

Which of the following may NOT be published in a Service Catalog?

 Content Item

 Record Producer

 Requested Item

 Order Guide

When building out a service catalog, categorizing items helps users navigate and search in
the catalog. Which roles would allow you to create and maintain categories? (Choose three.)

 catalog_admin

 itil_admin

 catalog_manager

 catalog_editor

 catalog_builder_editor

Which type of Service Catalog component allow a user to describe their needs, choose
options, and then check out ordering multiple items at once according to their selections?
  Catalog Item

 Content Item

 Execution Plan

 Order Guide

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

 Tasks

 Access Controls

 Action Specs

 Notifications

 Approvals

On a request form, the requester needs to indicate when they need to receive the item.

What Variable type would you use for this information?

 Date

 Due Date

 Date Picker

 Duration

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

 approver_user

 sn_approval_write

 sc_approver

 approver

In Change Management, the Risk Calculator is used to:

 Determine the Risk and Impact of the Change based on Risk Conditions
  Determine the Risk of the Change based on the responses to a Risk Assessment Survey

 Determine just the Risk of the Change based on Risk Conditions

 Determine the priority of the Change

In Change Management, what is the purpose of the Risk Assessment Survey?

 Automatically survey the environment to analyze the continuity of services to assess risk

 Determine the risk of the change based on user responses to a Risk Assessment

 Determine the risk of the change based on risk conditions

 Survey CAB members to collectively assess Risk of each Change reviewed

Fields that can be set using Risk calculator

 Risk and Impact

 Risk, priority and Urgency

 Only Risk

Select the ServiceNow functionality that may be used in the Assess phase of Change
Management to evaluate the potential impact of a Change.

 Risk Assessment

 Post-Implementation Review

 Knowledge Management

 Social Q&A

What Knowledge Management capability allows users to ask and answer questions amongst
peers within a Knowledge Base?

 Social Q&A

 Collaboration

 Connect Chat

 Feedback

What is the name of the view that can be configured to control the fields displayed when a
user hovers over the reference icon next to a reference field?
  sys_popup

 mobile

 Tool_tip

 Reference_view

In the baseline platform configuration, which of these are required when closing a Normal
Change? Select all that apply.

 Post-Implementation review

 Close code

 CAB approval

 Close Notes

In the baseline platform configuration of Change Management, which of the following are
controlled by the Change Request – Normal workflow?

 CAB Approval, Conflict checking, Notifications

 Approvals, Notifications, Rollback

 Approvals, Conflict Checking, Change Task Generation

 Risk Assessment, Change Task generation, Approvals

In which situation would an Order Guide be used?

 Multiple items are typically ordered together

 Administrators choose not to use Workflow

 Administrators prefer user-friendly forms with questions and answers

 Items have a complex fulfilment process

In Change Management, manually added Change Tasks allow the Change owner to maintain
accountability for a Change Request while assigning the individual implementation steps to
other groups or individuals.
  True

 False

In the baseline configuration of change management, which fields and records are included
when the Copy Change UI action is used to copy a change request?

 Configuration item, Change Tasks, Approvals, Risk, Attachments.

 Change Tasks, Impact, Attachments, Planned start date, Risk.

 Configuration item, Change Tasks, Risk, Backout plan, Category.

 Backout plan, Category, Change Type, Attachments, Work notes.

A customer has a requirement to allow staff to copy existing Changes. However, they want to
add the Work Notes List field to the fields included in the copy operation. Which approach is
recommended to satisfy this requirement?

 Edit the code in the Copy Change UI Action to include the new field and validate that the
UI Action is Active

 Validate that the 'Enable Copy Change feature' property is set to true and add the field
to the 'List of attributes (comma-separated) that will be copied from the originating
change' property

 Edit the ChangeUtils Script Include to add the new field to the
CHANGE_REQUEST_DEFAULT_ATTR_VALUE Constant that defines fields to include in
Copy operation

 Override the Dictionary attributes for the Work Notes List field on Change to add the
'Include in Record Copy' attribute set to true

Best way to add new fields to be copied when using the "Copy Change" UI Action

 Modify the system properties.

Change task can manually be added in the following states (choose 3 answers)

 Implement

 Authorize
  Closed

 Cancelled

 Assess

An Order Guide can include multiple Items. Items have common variables, such as Shipping
Location, and Requester. Which field on the Order Guide, when set to true, automatically
copies the common variable values to corresponding variables on each included Item?

 Cascade Variables

 Copy Repeat Variables

 Duplicate Variables

 Global Variables

Which variable type is most likely to be chosen when creating a variable to identify a location
for a catalog item to be discovered to?

 User

 Select box

 Single line of text

 reference

_______________ is primarily focused on the details needed to manage and operate hardware
and software. _______________ is primary focused on the financial aspects of hardware and
software.

 IT Service Management, IT Financial Management

 Configuration Management, Asset Management

 IP Operation Management, IT Financial Management

 Asset Management, Configuration Management

In baseline servicenow, what functionalities will handle Hardware and software assets, and
Price of assets?

 IT Service Management & Finance Management

The Change Management lifecycle steps, in order, include:

 Creation and Scoping -> Approval -> Implementation -> Closure

  Creation and Scoping -> Approval -> Control -> Closure

 Creation and Scoping -> Approval -> Implementation -> Resolution -> Closure

 Creation and Scoping -> Implementation -> Review -> Closure

On an Incident, which of the following conditions will trigger the Reopen Count field value to
be incremented?

 Assignment group changes from Service Desk to Software Group

 State changes from Resolved to Open

 Update to an associate Problem record

 Submission of an Incident by the same caller with an identical Short description

Which of the following is NOT included in the Incident Management Lifecycle?

 Investigation and Diagnosis

 Approval and Fulfilment

 Resolution and Closure

 Creation and Classification

In which phase of the Incident management lifecycle do incidents typically get escalated?

 Investigation and Diagnosis

 Approval and Fulfilment

 Resolution and Closure

 Creation and Classification

Problem Management Investigation and Diagnosis activities include _________?

 Conduct a Root Cause Analysis

 Prioritize a Categorize the Problem

 Implement a Change

 Obtain Problem Manager Approval

What is the minimum role required for a user to create an Emergency Change?

 Change_manager

 Itil_admin

 Itil

 Cab_manager

Which two fields are used to calculate priority on an Incident?

 Severity and Urgency

 Business Criticality and urgency

 VIP and Impact

 Impact and Urgency

Users with itil role can delete an Incident.

 True

 False

Which role is required to delete an incident?

 admin

 incident_manager

 itil_admin

 itil

In the baseline platform configuration, the Problem states include ____________

 Open, In Progress, Closed

 New, Assess, Review, Closed

 Open, Pending Change, Known Error, Closed/Resolved

 New, In Progress, On Hold, Resolved, Closed, Canceled

A record is added to the _______ table each time a Knowledge article is viewed. The record
includes fields to identify the user who viewed the article and whether the article was
attached to a Task. / Each time a knowledge article is viewed, a record with the user identity
and whether the articles was attached to a task, is added to which table?

 Knowledge Use [kb_use]

 Knowledge Feedback [kb_feedback]

 Knowledge [kb_knowledge]

 Knowledge Search Log [ts_query_kb]

Which table is used to store all the searches performed against knowledge base articles?

 kb_queries

 ts_query_kb

 kb_use

 kb_search_log

Which module is used to view a list of Knowledge Bases?

 Knowledge Base > Administration > All

 Knowledge Base > All

 Knowledge > Knowledge Bases > All

 Knowledge > Administration > Knowledge Bases

Which one of the following represents the overall lifecylce of a Request?

 Submittal -> Approval -> Fulfillment -> Closure

 Submittal -> Approval -> Resolution -> Closure

 Approval -> Submittal -> Fulfillment -> Closure

 Approval -> Submittal -> Delivery -> Resolution

In the Content item, what is the “Catalog content” option in “Content Type” used for?
  Cross-reference among catalogs.

 To show an article about a specific catalog item.

 Reference to a catalog item that doesn’t have a record producer linked to it.

 Grouping more than one catalog item in one request.

In a Service catalog, content items can include each of the following EXCEPT:

 Link to location specified in a Application navigation module

 Cross-references to catalog content
 Templates
 Link to Knowledge Articles

Define the next state to be progressed in script include.

 IncidentState

 IncidentStateSNC

In incident management, to impose pre-requisite or limits for moving one state to another,
where should the new logic be added? / How to add restriction on moving incidents from one
state to another?

 UI Action

 IncidentState script include

 Access controls

 IncidentStateSNC script include

Where are pre-requisites or limitations defined for a problem record to move from one state
to another?

 problemTaskStateUtils

 problem task ui action

 problem state ui action

 ProblemStateUtils

What is the purpose of reopen_count field in incident table?

 It stores the number of times the incident state changed from ‘Closed’ to ‘Open’
  It stores the number of times the incident state changed from ‘Resolved’ to ‘Open’

 It stores the number of times the incident state changed from any state to ‘Open’

 It stores the number of child Incidents added to this incident

Which of the following is NOT a consideration when determining the need for multiple Service
Catalogs?

 Delegation of Catalog Administration

 Size of the Company

 Audience

 Services and Types of Service

Which of the following is not a type of Article feedback that may be submitted by user?

 Flag Article

 Endorsed

 Helpful (Yes/No)

 Rate Article

When evaluating Change Request States in a Script Include, which is the preferred method for
referencing a State?

 Use the .getDisplayValue function to retrieve the state field value

 Use the State name Constant, such as ChangeRequestStateHandler.SCHEDULED

 Use the g_form.getValue function to retrieve the state field value

 Use the state field value, such as -2

Which method should be used to convert a Date to a string in the current user’s locale?

 Date.parse

 Date.format

 String.valueOf

 String.format
In knowledge management, which conditions must be met before the 'Import from Word'
icon/ button appears on the Knowledge management Home page?/ In knowledge
management, which conditions must be met before users can import Word documents?

 The user must meet the conditions in the Can Contribute User Criteria for at least one
Knowledge Base OR have the knowledge or Knowledge_admin role.

 The user must have the knowledge or knowledge_admin

 The knowledge base must have the Enable Article Import field set to True

 The user must have one of the roles specified in the knowledge system property ‘List of
roles (comma separated) that can import knowledge articles’

ServiceNow is limited to a single Knowledge Base for all users of the platform to access.

 True

 False

When can a user (who has no assigned roles in the system) close an incident?

 When the user is the caller and the Incident’s state is not already Resolved

 When the user is the caller or on the Watch List and the Incident’s state is

 When the user is the caller and the Incident’s state is Resolved

 When the user is the caller and the Incident’s state is not already Closed

Which of the following users has the permission to close an incident? (Choose two.)

 None of the listed answers

 Itil Admin

 Itil User

 Incident Manager

 Incident caller
What is the intent of the watch list when it comes to notifications?
 The intent of the watch list is to copy people on notifications sent to the caller.

Which feature may be used to track trends related to the average resolution time by priority
for Incidents compared to other customers in the same industry/ number of users/ regions?

 Performance Analytics

 Scheduled Reports

 Benchmarks

 Reporting

Poorly managed and unplanned changes often create high volumes of ____________ ?

 Knowledge Articles

 Incidents

 Problems

 Requests

Change conflict detection schedule jobs run with increasing frequency as a Change approaches
the planned start date.

 False

 True

Where do you set (Can Read)/(Can Contribute) on a knowledge base?

 On the knowledge Base Record.

In Incident Management, which of the following States are considered Active?

 New, In Progress, Resolved

 New, In Progress On Hold, Resolved

 New, In Progress, On Hold, Resolved, Closed, Cancelled

 New, In Progress, On Hold

Which mechanism is used to specify who can read Articles and who can contribute Articles in a
Knowledge Base?
  Access Control rules

 Knowledge category Attributes

 Filter criteria

 User criteria

It is important to define the VIP users in order to correctly calculate incident priority.

 False
 True

Which of the following Service Catalog variable types are not supported in Mobile interfaces?
Select all that apply.

 UI Page

 Container Start

 IP Address

 Lookup selectbox

 Label

 HTML

Which of the following is a potential benefit of implementing Incident Management?

 Reduction in the number of Incidents caused by Changes

 Reduction in the number of duplicate Configuration items

 Reduction in the time to fulfil Request

 Reduction in the time Services are unavailable

Which condition must be met to have a Knowledge Article display on the Knowledge Home
Page in the Featured Content section?

 A record must be created in the Featured Content [kb_knowledge_keyword] table

referencing the Article and a keyword of "homepage"

 The feature field on the Article must be set to true

 A record must be created in the Featured Content [kb_knowledge_keyword] table

referencing the Article and a keyword of “featured_content”
  The article must have the 4 star rating and be among the top 10 articles most frequently
attached to Tasks

How do you make an article visible in the featured content section?

 Add the article to the featured content related list in a knowledge base.

 Select the Featured check box in the article.

 Add a new record to the "Featured Content" table.

 Add a new record to "Knowledge Base Featured" table.

What is the default number of days (integer) after which Resolved Incidents are automatically
closed?

 One day

 Three days

 Five days

 Five working days

Which of the following DOES NOT describe the purpose of CMDB?

 Inventory of IT assets in stock and available to Users

 Centrally managed and controlled “system of record’

 Critical analysis and decision-making tool to support impact analysis

 Repository to store IT Service infrastructure components and relationships

Which of the following best describes CMDB?

 A content-centric database to manage knowledge bases.

 A centralized database table of all configurations and settings for the ITSM application.

 A centralized place for all IT service infrastructure components and their relationships.

 A centralized database for all services that are provided by the ITSM service catalogs.

A problem can be created from an Incident.

  True

 False

In change management, which record should be modified to restrict when a Change can move
to a specific state?

 UI Action for the State Transition

 ChangeRequest Script Include

 ChangeRequestStateModelSNC Script Include

 ChangeRequestStateModel Script Include

When creating a problem record from an incident record, which element defines the field
mapping between the two?

 Create Problem UI action

 ProblemUtils script include

 Problem created from Incidents system property

(com.snc.problem.create_from_incident.attributes)

 ProblemV2Util script include

The Incident Variable Editor is used to display on which of these records?

 Catalog items

 Catalog tasks

 Incidents created via Now Mobile

 Incidents created via record producer

Conflict detection in change management can identify conflicts from which of the following
reasons?

 The change schedule is during blackout periods

  The CI is not in the maintenance window

 Existing scheduled changes to the CI

 The change scheduled is outside of business hours

 The changes schedule does not give appropriate lead time

How to modify the attributes copied from a problem into a change when creating a change
from a problem?

 Modify the "com.snc.change.copy_from_from.attributes" property in Change properties

 Modify the "com.snc.change.create_from_problem.attributes" property in Change

properties

 Modify the UI Action script that is used to create change

 Modify the "com.snc.problem.create_change.attributes" property in Problem properties

Which of the following capabilities are inherited with the Release Management v2 plugin as a
result of the release tables being an extension of the Planned Task[planned_task] table?
Choose 3 answers.

 Standard-time functionality

 Parent Child relationships

 Assignment Rules

 Approval rules

 Product hierarchy

What is recommended to be conducted during the Create and Assess stage in the problem
management lifecycle? Select 3 Answers from the below options.

 Assign problem to a group

 Communicate fix

 Associate Incidents

 Check for duplicates

When should a Problem be put in a State of Known Error?

 The cause of the Problem has been determined, but there is no permanent fix
 The Problem has been acknowledged, but a root cause has not yet been identified
  A fix for the Problem is pending implementation of a Change

 The Problem is actively being investigated, but a workaround has been identified"

Which type of records use the default Variables Editor (formatter) to display Catalog Item
Variables on a form?

 Tasks created from record Producers, Request, Requested Items

 Requested Item records, Catalog Task record, and all Tasks created by Record Producers

 Requested Item records, Catalog Task record, and Request records

 Any type of record created from Record Producer

A customer has a requirement to include a Catalog Item to order Microsoft Access in several
Categories so that users can find it easily. What is the best way to do this?

 List the categories in the Catalog item’s description field

 Copy the catalog item and associate a copy with each category

 Add additional Categories in the Catalog Item's Categories Related List

 Build the item as an Order Guide

Which of the following ITIL terms refer to the cause of one or more incidents that is typically
unknown at the time of detection?

 Problem

 Unknown Error

 Issue

 Configuration Item

What are the primary record types in configuration management?

 Asset Item (AI) and Relationship Type

 Asset Item (AI) and Configuration Item (CI)

 Business Service and Configuration Item (CI)

 Relationship Type and Configuration Item (CI)

True or False: In the baseline platform configuration, when a Knowledge Article is flagged by a
user as being incomplete or incorrect, a notification is sent to the Knowledge Base Owner.

 True

 False

On a Service Catalog Item, a customer has a requirement that the start_date is before the
end_date. Which approach is recommended to satisfy this requirement?

 Create a business rule that runs on Insert or update of the item

 Create a Catalog client script that triggers on Submit of the item

 Create a validation script and associate it to the item

 Create a catalog client UI Policy that triggers on Load of the item

True or False: Within a Catalog Item, a 'Container Split' formatter is required between
'Container Start' and 'Container End' to split variables into columns

 False

 True

In Problem Management, which element must be edited to modify the field mappings when
Knowledge Articles are generated from ACTIVE Problem records?

 Problem Create Knowledge Business Rule

 ProblemUtil Script Include

 Problem to Knowledge Transform map

 Post news or Post Knowledge UI Actions

Which of the following is NOT a known error article field?

 Category

 Workaround

 Temporary Fix

 Cause

Under which circumstances is it appropriate to leave a Problem record in a State of Known

Error?/ Under which circumstances is it appropriate to accept the risk of a problem?
  A vendor is actively investigating the Problem

 A change is pending implementation

 The root cause has not been established and approved

 The permanent fix is too costly and the documented workaround is sufficient

In the baseline platform, who can create Change Request?

 Anyone, even those not registered / logged in

 Users with the itil role or Change-specific roles

 Only members of the Change Advisory Boards (CAB)

 Any logged in user

Which of the following Service Catalog records may serve as a container for multiple
Requested Items?

 Request

 Service Catalog Task

 Catalog order

 Requested Item

In the baseline configuration for Service Catalog workflows, which of the following statements
are true?

 Requests with a value over $1000 require manager approval

 Approvals will be skipped if there are no members in the approval group

 Execution plans are used instead of workflows

 All Requested items require manager approval

Criteria to satisfy to communicate workaround from problem / In problem management,
when using the communicate workaround related link, which of the following conditions must
be met for the workaround to be communicated? Select all that apply

 Incident should be active

 If incident is on hold, on hold reason needs to Pending problem

 Incident needs to be tagged to a Problem

 Click on communicate workaround before user enters into the workaround

Which of the following features are available through the Change Management - CAB
Workbench application? Select all that apply.

 Assign Changes

 Define filters to determine which changes appear on CAB meetings agendas

 Approve changes in bulk (approve multiple changes at once)

 Invite delegates to CAB meetings to discuss specific Changes

 Determine CAB agenda with a specified amount of time allocated to each Change

 Update work notes on changes based on meeting minute added while a Change is active
agenda item

What data import feature should be used when importing configuration item data for services
and servers?

 Transform Maps

 Import Maps

 Cascade variable maps

 Data Mapper

Which role is required to edit the type field on a change?

 Itil

 Admin

 Change_manager
  Nobody

According to ServiceNow recommendations, the user who makes a service request should be
informed about the expectations for approval and delivery.

 True

 False

For each Requested Item, a ________________ enables the approval and delivery of that
item.

 Workflow

 Work order

 Catalog Item

 User Criteria

Which SN feature allows users to contact the Service Desk agents using Chat Queues and
allows Service Desk agents to open Incidents directly from Chat sessions with users? / Which
function is used to create an incident via chat.

 Connect Support/ Support Connect

 Embedded Help

 Social Q&A

 Employee Self-Service

Which of the following is considered a best practice for managing the Valid To date for
Knowledge articles?

 Leave the Valid To dates to the default value of 2020-01-01

 Determine the Valid To timeframe of your articles based upon the type of article and
volatility of information in the article

 Allow the authors of Articles to set the Valid To date of each individual Article

 Do not set Valid To dates for Knowledge Articles

What is the default 'valid to' date for a knowledge article?

 01/01/2020
NOTE: As per SN Documentation, If the Article Validity field is blank, the default date in
the Valid to field for the knowledge article is set to January 1, 2100.

Guided Setup provides step-by-step instructions for loading Fundamental Data which includes
________________.

 Users, Roles, SLAs

 Companies, Users, Groups, Roles, Departments, Locations

 Companies, Users, Groups, Roles, Departments, Locations, and Catalog Items

 Groups, Group Members, Priorities

A Parent Incident is updated to reflect a new Priority and a new Assignment Group. Which of
the following represents corresponding updates made automatically to child Incidents?

 The new priority and assignment group are set on child incidents

 No automatic updates are made to child incidents

 The new priority and assignment group are set on active child incidents

 Only the priority is set on child incidents

When a parent incident state changes to resolved what happens to child incidents.

 For all active children the state, closed notes, close code, comments and work notes
are updated to reflect updates in the parent incident's corresponding fields.

It is possible to import multiple word documents at the same time into a knowledge base.

 True

 False

Catalog validations are applied

 Script Include invoked through client scripts

 Business rule

 Catalog client scripts

 Validation scripts in catalog item

Which of the following can have catalog UI policies applied to them?

 Service catalogs
  Catalog items

 Variable sets

 Catalog categories

Which one of the following is proper syntax for accessing values of variables from a record
producer script field?

 g_form.getReference(‘variable_name’)

 current.variable_name

 g_form.getVariable(‘variable_name’)

 producer.variable_name

In the CAB Workbench application, meeting notes and minutes are documented at the CAB
meeting level

 True

 False

In Problem Management, when the State of a Problem changes to Closed/Resolved, what

updates are made to the associated Incidents? (Assume associated Incidents have a State of
On Hold and On Hold Reason of Awaiting Problem.)

 The Work Notes field on each associated Incident is updated with details from the
Problem Close Notes

 The State of each associated Incident is updated to ResolveResolution code is set to

Solved (Permanently). Resolution notes are populated with details from the Problem
Close Notes field

 No updates are made to associated Incidents. Service Desk agents must manually update
all associated Incidents.

 The "State" of each Incident is set to "In Progress" and the problem's "Close Notes"
get copied to that related incident's "Work Notes" which will show in the incident's
activity journal.

Which of the following represents how Knowledge Management Article publishing is

managed?

 Each Knowledge Article follows its own Publish and Retire workflow

 Any article submitted is automatically published

  Each Knowledge Base follows its own Publish and Retire workflow

 Publish and Retire workflows are set in the Knowledge Management System Properties

Which type of record may be used to initiate the process to deploy a fix to an incident?

 Incident Resolution

 Change Request

 Problem

 Service Request

When viewing a list of Tasks, which field identifies whether the Task is an Incident, Problem,
Change, etc.?

 Number [number]

 Task Type [sys_class_name]

 Correlation ID [correlation_id]

 Domain [sys_domain]

User criteria is used to determine who may order items in a Service Catalog category

 True

 False

What is the purpose of the "Attachment Link" check box in the knowledge article form?

 It adds the article as a link to another article.

 It inserts a hyperlink to the article which can be linked to another article, ServiceNow
page, or external content.

 It attaches the article to the email notifications that are linked with it.

 It allows downloading the article without opening the article standard view.

What happens when the Change Management - Risk Assessment plugin is enabled?

 A Risk Assessment is required for all Normal and Emergency changes.

  Both the Risk Calculator and Risk Assessment are used to determine Risk for a Change

 Risk is automatically calculated on update of a change

 Risk Assessment replaces the Risk calculator to determine Risk for a Change

When the Change Management - Risk Assessment plugin is enabled, how is the Risk of a
Change Request set?

 Risk will be set to the highest Risk value evaluated by the Risk Calculator and Risk
Assessment

 Risk will be set to the lowest Risk value evaluated by the Risk Calculator and Risk
Assessment

 Risk will be set to the average Risk value evaluated by the Risk Calculator and Risk
Assessment

How to see which record producers and catalog items are using a certain variable set?

 In the variable set, check the “Included in” related list

 Check the variable sets mapping table

 None of the listed answers

 In the variable set, check the “Record producer” related list

Which of the following components can be turned on or off in the service catalog cart layout

 Deleted item

 Calculate shipping

 Add to wish list

 Quantity

Which field on the Incident table automatically tracks the TOTAL elapsed time between when
an Incident is created until the time it is resolved?

 Resolved Time [calendar_stc]

 Duration [calendar_duration]
  Business Duration [business_duration]

 Business Resolve Time [business_stc]

Which one of the following is the GOAL of Incident Management?

 Conduct root-cause analysis to determine and resolve the cause of events

 Prevent disruptions to normal service operations to maximize user productivity

 An unplanned interruption to IT service or reduction of the quality of an IT service

 Restore normal service operation as quickly as possible with minimal disruption to the
business

The sales manager at Universal Containers would like a dashboard to view each of the sales
representative’s opportunities, accounts, and related cases.
What is a recommended solution?

 Create a dynamic dashboard and ensure the sales manager has the "View My Team’s
Dashboard" permission.

 Create a dynamic dashboard and add filters for opportunities, accounts, and cases.

 Create an individual dashboard for each sales representative with opportunity, account,
and case components.

 Create a dashboard and add filters for users, opportunities, accounts, and cases.

In Problem Management, when using the Communicate Fix related link, which of the following
conditions must be met for the fix to be communicated? (Choose three.)

 Problem has an associated change request.

 The Fix notes field is populated.

 Incident is associated with the problem record.

 Incident is in a State of On Hold with an On Hold Reason of Awaiting Problem.

 Problem is in a state of Fix in Progress

In Problem Management, when using the Communicate workaround related link, which of the
following conditions must be met for the workaround to be communicated? (Choose three.)
  Problem has an associated change request.

 The Fix notes field is populated.

 Incident is associated with the problem record.

 Incident is in a State of On Hold with an On Hold Reason of Awaiting Problem.

 Problem is in a state of Fix in Progress

How do you communicate workaround for a problem?

 Use the UI Action communicate workaround

In the baseline configuration, the appropriate workflow to be attached to a change request is

determined based on ____________ ?

 System properties

 The workflow field on the change request record

 Workflow conditions matching change request field values

 The workflow defined on the change type record

Which process role is responsible for the smooth operation of the Change Management
process within an organization?

 Change Implementer

 Change Advisory Board

 Change Manager

 Change sponsor

Which of the following functions is NOT enabled by the Change advisory board (CAB)
workbench?

 Define a schedule and related logistics for CAB meetings

 Document meeting notes and share with attendees

 View a calendar of planned changes

 Provide video and chat capabilities during CAB meetings

Which of the following approaches is used to display a Variable from a Requested Item on a
Catalog Task form?
  In the Catalog Task Activity within the Item’s fulfillment workflow, write a Script to
retrieve and set Catalog Task field values.

 In the Catalog Task Activity within the Item’s fulfillment workflow, select variables to
be displayed in the Variables on Task form field.

 In the Catalog item, set Cascade Variables to true.

 In the Catalog item, set Display Variables in Catalog Tasks to true

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.

Which of the following steps should be followed to configure Assignment group field in the
incident table to allow selection from a certain set of groups? (Choose two.)

 Modify the Reference Qual attribute of the Assignment group field to

"javascript:GetGroupfilter(‘incident’)

 Modify the Reference Qual attribute of the Assignment group field to

"javascript:GetGroupTypes(‘incident’)

 Modify the Reference Qual attribute of the Assignment group field to

"javascript:GetGroupfilter(‘itil’)

 Modify the type field for certain groups by adding the incident type

 Add new records in the Group Type table to match certain groups to incident table

In the default sla workflow when is the first notification send?

 50% of the SLA Duration

 25% of the SLA Duration

 200% of the SLA Duration

  75% of the SLA Duration

What is required to upgrade the base problem management application to the current version
of the problem management application in an existing servicenow instance?

 No manual action required

 Problem upgrade 2.0 script

 Problem management guided setup

 Problem management migration utility

Which of the following fields are copied to a problem record when leveraging the create
problem UI action from an incident record? (choose 3 answers)

 Contact type

 Category

 Description

 Assignment group

 Incident number

During which phase of the change management lifecycle are the following activities
performed?
- Record the planned schedule for when the change will take place
- Perform risk assessment and evaluate risk
- Describe relevant implementation plan, test plan and backout plan

 Implementation

 Creation and Scoping

 Approval

 Closure

Which of the following processes begins after a user places an order in the service catalog?

 Order management

 Change management

 Request fulfilment

 Catalog fulfitment
Which of the following work items can be associated to the release when the release
management v2, agile development 2.0, and project portfolio are activated? (Choose 4
answers)

 Events

 Content items

 Enhancements

 Defects

 Scrum epics

 Scrum stories

 Catalog tasks

ServiceNow discovery has been integrated with change management, for customers who have
discovery they have manually/ automatically trigger discovery as part of their change
management process for the following types of Cis:

 Servers

 Network devices

 Any CI with an IP Address

 Computers/workstations

Which one of the following is the minimum role needed in order to delete a knowledge base?

 knowledge manager

 knowledge admin

 Nobody can delete a knowledge base

 Admin

How can you customize the process for normal change requests so that no approval is needed
from assignment group manager when the risk is low?

 In the "Low Risk Normal Change Policy" policy, Unselect the "Require Assignment Group
Approval" check box.
  In the "Normal Change Policy" policy, unselect the "Require Assignment Group Approval
for Low Risk Changes" check box.

 In the "Normal Change Policy" policy, deactivate the "Low Risk Manager approval"
decision.

 Modify the script include "ChangeRequestStateModel_normal" so that no approval is

needed when the risk is low.

Is it possible to create incidents automatically based on alerts from Event Management.

 True

 False

According to the OOTB implementation, you can only create normal change or emergency
change from a problem, but not standard change.

 True

 False

Multiple Selection: In Baseline Change Management, what are all parameters shown in
conflict section? Select all that matches.

 Type of Conflict

 Maintenance Window

 Affected Ci

 Schedule

What is the purpose of the Knowledge check box in Incident form?

 If checked, it will create a draft knowledge article once the incident is closed.

 If checked, it will create a draft knowledge article once the incident is resolved.

 If checked, it will append the text in the Resolution note to the work notes.

 If checked, it means that this incident is of type Knowledge Article.

Multiple Selection: Which steps are part of ordering process used via the 'order guide'? Select
all that match.

 Describe Needs
  Choose options

 Check out

True or False: Implementation and post-implementation tasks will allow you to create normal,
standard and emergency changes.

 False

A knowledge base article versioning is available from which release of the platform?

 Jarkarta

In the baseline install of the CMDB, select all the CI relationship types are available? Select all
that suit.

 Contains::Contained by

 Runs on::Runs

 Depends on::Used By

 Connected by::Connects to

Multiple Selection: CAB workbench functionalities include __________? Select all that match.

 It allows CAB managers to easily create one time or recurring CAB meetings

True or False: In baseline incident management, Request can be created from Incident context
menu?

 True

True or False: Creation and classification are steps in incident life cycle process.

 True

Where are CI relationships stored?

 Cmdb_rel_ci
What is the use of Process Flow formatter?

 To highlight current stage and stage history

What is the purpose of the formatter on the change request form?

 Display the state of the change request

Mobile devices using the service catalog do not support which of the following variable types.
Select all that match.

 Container Variables

 Email

 HTML

 Lookup Multiple Choice

What is the default state of an article if you click 'post news' from a problem? /
What is the state of the Knowledge Article created by using the Post Knowledge UI Action on a
problem record?

 Draft

True or False: Similar to Incidents, Requests will be resolved first, and then closed later
automatically by auto-close.

 False

In baseline install of the change management module, what will happen to the state of an
associated problem whose state was in 'pending change'?

 Problem will be closed automatically.

What states are not used with a Standard Change?

 Assess and Authorize

Is the Post Implementation Review mandatory upon closure of a change by default OOTB?

 No

In the baseline instance does a caller's VIP status drive incident priority or any other process
logic?
 No

What columns of the Caller field are displayed in the Baseline Servicenow instance
  Users Full Name and Email Address

What field on the configuration item can be used for identifying Approval group for the CI

 Change_Control

g_scratchpad CANNOT be used in catalog items.

 True
 False

How to create knowledge categories?

 From the knowledge base related list.

In the baseline version, Are Knowledge management approvals enabled by default?

 False

Some Performance Analytics functionality for incident management is available in the baseline
instance but Performance Analytics Premium license should be purchased.

 True
 False

What will be the new state once you click on the "Start Fix" button in the problem form?

 Root Cause Analysis

 Assess
 In Progress
 Fix in progress

As of Orlando, this plugin is now active by default to support the Service Catalog.

 Workflow Editor support (com.glideapp.servicecatalog.workflow_editor)

 Flow Designer support (com.glideapp.servicecatalog.flow_designer)
 Flow Editor support (com.glideapp.servicecatalog.flow_editor)
 Process Designer support (com.glideapp.servicecatalog.processdesign_editor)

Why it takes time for the workaround to appear in the linked incidents’ comments when the
"Communicate Workaround" is clicked in a problem?

 There’s a scheduled job that runs every day at midnight to add the comment to linked
incidents.
 The "Communicate Workaround" uses an event which must be processed.
  The system waits an action from the user to close the problem and then the workaround
will be copied.
 The query used to filter linked incidents is very complex and it takes time to run.

An Inbound Action processes an email received by ServiceNow to create or update a record in

ServiceNow.

 True
 False

What is the minimum number of members in a group?

 12
 1
 5
 0

Which of the following ways can be used to create configuration items? (Choose all that
apply.)

 Creation via service catalog fulfillment process

 Manual creation via configuration application modules
 Automated discovery tools
 Integration with 3rd party system
 Import from external source

ServiceNow is very flexible platform. Therefore, it is encouraged to customize ITSM processes

to match any requirements from the customer.

 True
 False

NOTE: Technical staff should keep quality attributes in mind when considering stakeholder
desires and requirements.

Which of the following statements is true regarding attaching workflows to requests?

 A workflow can be attached to requests but it is not mandatory.

 One or more workflows can be attached to a request.
 A workflow must be attached to requests.
 It is not possible to attach workflows to requests.

Which one of the following incident reports might help managers predict staffing levels
required?

 Critical Open Incidents

  Incidents Open per Week
 Overdue Incidents
 Incidents Closed per Week

Which of the following is NOT a valid option in the Type field in the Catalog Client Script form?

 onClick
 onLoad
 onSubmit
 onChange
It is possible to create two different sets of priority rules for incidents and problems.

 True
false

Because of its agile nature, implementation of ServiceNow processes should compromise

quality in favor of speed of delivery. Issues can be fixed later, easily.

 True
 False

Which of the following fields in the Choice form specifies the field for which this choice is
made?

 Dependent value
 Element
 Value
 Field

Configuration items can be created via the change management process.

 True
 False

Which of these are considered configuration base items? (Choose three.)

 Printers
 Database Catalogs
 Out-of-Band Devices
 Network Gears
 Cluster Nodes

In Knowledge Management, where can user criteria NOT be used?

 Can Contribute related list on the knowledge base

 Can Read field on the knowledge article
  Can Read related list on the knowledge base
 Cannot Read held on the knowledge article
 Roles field on the knowledge article

Which of the following database views is useful if you need to create a report of the changes
that were closed by category?

 change_request_category_sla
 change_request_sla
 change_request_metric
 change_request_category_metric
Article Versioning can be enabled by setting the property "Enable article versioning feature" to
Yes.

 True
 False

What is the next change state when the user clicks on "Implement" button in normal change
form?

 Scheduled
 Work in progress
 Review
 Implement

Which of the following record types would you use in order to propose a new standard change
template?

 Record Producer
 Order Guide
 Content Item
 Catalog Item

Which plugin should be activated in order to leverage the write and read-only, application-
specific roles for Problem, Incident, Change, and Request?
 com.glideapp.itsm.snac
 sysparm_language
 com.stakeholder.roles
 com.snc.itsm.roles
Where is the online check-in banner message configured for walk-up experience on the service
portal?
 Service Portal > Check-in > Settings
 Walk-up Experience > Portal > Settings
 The Service Portal online check-in widget
 The Walk-up Experience widget
Which of the following tables does the change_request_sla database view join? (Choose all
that apply.)
 metric_instance
 task_sla
 change_task
 change_sla
 change_request

Which of the following are valid Request States? (Choose all that apply.)
 Pending Approval
 Open
 Pending
 Approved
 Work in Progress

Incident Variable Editor can be made visible only to incidents created from record producers.
 True
 False

ATF is NOT supported for order guides in service portal.

 True
 False

When does the CAB Date get auto-populated in the change request form?
 When change is added to a CAB meeting agenda.
 When state changes to Authorize.
 CAB Date is never auto-populated. It should be set manually.
 When state changes to Assess.

When does the Actual End Date get auto-populated in the change request form?
 When state changes to Review.
 When state changes to Closed.
 When state changes to Implement.
 Actual End Date is never auto-populated. It should be set manually.
If a change is linked to an incident, the incident's state will automatically change to On Hold
once the change is updated.
 True
 False

In the baseline instance, which of the following states are available for incidents? (Choose all
that apply.)
 Awaiting Info
 Open
 Canceled
 New
 On Hold

Which of the following are valid channels to create incidents? (Choose three.)
 Service portal
 Inbound Email
 Social Media
 SMS
 Support Chat

The data in the Schedule section of the change request is just to aid reviewers and
implementers. No process logic is driven off of values in these fields .
 False
 True

It is recommended to refer to problem states using the values rather than the constants.
 False
 True

How to show the template bar at the bottom of the incident form?
 Click on the "Toggle Template Bar" at the top of the form.
 Set the incident property "Show Toggle Bar" to true.
 In the Form Layout, add the "Template Bar" to the available fields.
 In the Form Layout, select the checkbox "Show Template Bar".

Catalog item can appear only in one category.

 False
 True

The "Assigned to me" button will validate if the current user is a member of the Assignment
Group.
  False
 True

When documenting requirements, it is important to include the customer preferred designed

choices.
 False
 True
What can you do to show the "No cart" option in catalog item form?
 Select "Other" from the "Cart Layout" drop down list.
 Uncheck the "Use cart layout" checkbox.
 Open the catalog item using the "Admin View".
 Check the "Use cart layout" check box.

Which table is used to store Known Error articles?
 kb_article
 kb_knowledge
 kb_knowledge_article
 kb_template_known_error_article

Change tasks can manually be added in the following states. (Choose three.)
 Canceled
 Implement
 Authorize
 Closed
 Assess

How will the system behave if "com.snc.incident.autoclose.based on.resolved_at" property

was set to No?
 The auto-closure feature will be disabled.
 The auto-closure feature will be disabled for incidents created in the future but will
remain enabled for existing incidents.
 The auto-closure feature will run based on the updated date.
 The auto-closure feature will run based on the resolution date.

If you modify base instance process, it will be skipped during upgrades.

 True
 False

What will be the new state once you click on the "Confirm" button in the problem form?
 Closed
 Resolve
 Root Cause Analysis
 Fix in Progress