ITSM CIS
What can a change manager do from the CAB workbench?
1) Define agendas 2) View calendar 3) Review and take notes 4) Schedule a meeting series 5) Approve/reject changes 6) Manage meeting invites/attendance
What 2 things can you do in a multi-row variable set (MRVS)?
1) Disallow duplicate values 2) Hide a variable
What are the 2 goals of Change Management?
1) Ensure beneficial changes with minimal disruption to IT services 2) Ensure standardized procedures are used to handle changes promptly and efficiently
What are the two options to define the fulfilment process for a service catalogue item?
1) Flow 2) Workflow
Who can approve the first level of approval in a low-risk normal change request?
1) Group members 2) Change managers
A rich text label variable can display images, formated text, and links--What 5 things can't be specified?
1) Help text / instructions 2) Example text 3) Tool tips 4) Variable width 5) Permissions
What are the three personas in Major Incident Management?
1) Incident Manager 2) Major Incident Manager 3) Communication Manager
What are the 5 ways you can create an incident?
1) Integrations (with 3rd party apps) 2) Inbound Emails 3) Incident Workspace 4) Support Chat 5) Portals
What change request info is available for change approvers within the approval record?
1) Justification 2) Short Description 3) Implementation plan
What are the OOB release types?
1) Major 2) Minor 3) Maintenance 4) Emergency 5) Upgrade 6) Patch
What are the 7 ways to create CIs on the CMDB?
1) Manual (via the Configuration application modules) 2) Integration with 3rd party systems 3) Import from an external source 4) Triggered via asset management 5) Change management process 6) Automated discovery tools 7) Service catalog fulfillment process
You cannot pause a change by placing it "On Hold" while it is in the ___ state
1) New 2) Cancelled 3) Closed
What are the 5 checks for conflict detection in CI change requests?
1) Not executing during the blackout period 2) Executing during an approved maintenance window 3) Not conflicting with any CIs 4) Not conflicting with parent-child relationships of CIs 5) not conflicting with other changes
What are the 4 types of change tasks?
1) Planning 2) Implementation 3) Testing 4) Review
What can the performance analytics capability do in the Change Velocity dashboard?
1) Provide actionable insights 2) Assess change types 3) Change activity assessments (based on state models)
What are the responsibilities of the Incident management team?
1) Resolve the issue as quickly as possible 2) Swiftly escalate to relevant SMEs 3) Rapidly diagnose the issue
What are the (2) functionalities of the CAB Workbench?
1) Review/approve standard and pre-approved change proposals in the CAB 2) Allow a delegate to capture CAB meeting minutes
What fields are automatically calculated by completing the risk assessment on a change request?
1) Risk 2) Impact
Where can fulfillers navigate to find catalogue tasks assigned to them and their groups to fulfill requests?
1) Service Desk > My Work 2) Service Desk > My Groups Work
What are the 3 types of change requests?
1) Standard 2) Normal 3) Emergency
What two fields are synced on an Incident form?
1) State 2) Incident State
What community posts allow you to harvest structured knowledge articles?
1) Unstructured discussions around a question 2) Solved questions with accepted solutions
What 2 factors determine incident priority?
1) Urgency 2) Impact
What form action on the Incident form updates an existing record and keeps the form open?
Save
Can you design a topic conversation in Virtual Agent by including reusable topic blocks to perform request submission tasks?
Yes
Can you enable users to request an item or service and track or approve requests on a mobile device?
Yes
Can you use AI-enabled search to find relevant CIs in Service Portal and Now Mobile?
Yes
Can you view variables and request items in Workspace?
Yes
What role can create User Criteria for Knowledge Bases?
user_criteria_admin
What type of Change request does not require CAB authorization?
Standard
What are the 3 methods to calculate success probability for a change request?
1) Change Model Success values 2) Change Success Score values 3) Calculated values
What are the different stages of the problem management lifecycle?
1) Create & assess 2) Perform root cause analysis 3) Apply fix or accept risk 4) Resolution & closure (resolve and close)
What are the 4 steps in the Create & Assess stage of Problem Management?
1) Assign problems to a group 2) Check for duplicates 3) Associate incidents 4) Flag major problems (if applicable)
What are 4 options to auto-assign incidents to a specific group?
1) Assignment rules 2) Business rules 3) Data lookup rules 4) Predictive intelligence
What are the OOB On Hold reasons for Incidents?
1) Awaiting Caller 2) Awaiting Change 3) Awaiting Vendor
When you "Accept Risk" on a problem record, what fields are mandatory?
1) Cause notes 2) Risk accepted reason
What are the 3 stages of the incident lifecycle?
1) Creation & Classification 2) Investigation & Diagnosis 3) Resolution & Closure
What is a configuration management database (CMDB)?
A database used to store configuration records throughout their lifecycles
What is a known error?
Any problem with a root cause and a workaround
At what states can you cancel a change request?
Any state except the "Closed" state
Which persona reviews and approves a request (eg, a purchase order for printers)?
Approver
What states does a standard change request skip?
Assess & Authorize states
How is an incident assignment group populated when the Assignment group and Assigned to fields are empty?
Based on the support group of the respective CI/Service Offerings
Which ServiceNow application enables a process user to submit, approve, and fulfill requests?
Service Catalog
How do you increase change efficiency without compromising stability or compliance in the change process?
Build and customize change models
How can you measure and track article views, page views, and searches performed by unauthenticated users?
By collecting knowledge usage metrics
What can you use to drive priority, assignments, and approvals for all ITSM processes?
CI meta data
What table captures the work required to fulfill an order in a catalogue request?
Catalog Task [sc_task] table
What related record is directly created from an incident record to restore service or fix the underlying issue caused by or resulting from the Incident?
Change
What module/plugin allows you to calculate the probability of a change request completing successfully without issues?
Change Management - Success Probability
Incident identification is the gateway to the ___ stage of the Incident Management Lifecycle
Creation & Classification
What type of relationship is recommended between Incident and SLA tables to report on incidents resolved by SLA per incident category?
Database views
What represents the individual changes being made to a product as part of a release?
Features
When an unplanned CI activity occurs on CIs that are part of the application service, an unauthorized change request is automatically created as a(n) ___ change
Emergency
Which UI action enables you to move a problem record to the Fix in Progress phase?
Fix
Who can create additional ad-hoc tasks for a requested item?
Fulfillers with permissions
If a REQ is submitted for approval and the RITM workflow includes pre-approval, when can fulfillment begin?
Fulfillment can begin when the REQ is approved; the REQ still has to be approved even if the RITM is pre-approved
What editor is used by knowledge authors to apply predefined formats, code snippets, table of contents, and find or replace text for a knowledge article?
HTML editor
What is the minimum role required to create a major incident candidate or propose an existing incident as a major incident candidate?
ITIL [itil]
What field on the Incident form measures the extent of the issue and the potential damage caused by the incident before it can be resolved?
Impact
Where can you view instructions or help text associated with a catalogue item variable for additional context?
In the variable editor in Workspace
What happens if you select publish when creating knowledge articles manually or by import?
It triggers the publish workflow assigned to the knowledge base
What is mandatory to select when importing Microsoft Word docs as knowledge articles?
Knowledge Base
What table gets updated each time a Knowledge article is used?
Knowledge Use [kb_use]
What application provides a centralized location for creating, categorizing, viewing, and governing information related to the flow of work through ServiceNow?
Knowledge management
What variable type is supported in a multi-row variable set (MRVS)?
List Collector (glide_list)
As a System Administrator, where do you go to edit a catalogue item?
Service Catalog > Catalog Definition > Maintain Items
What record is raised when there is significant disruption to the business and demands response beyond routine incident management process?
Major Incident
Can you create new variables and request items in Workspace?
No!
What is the first record type in Request management to be closed (ie the lowest level record)?
Service Catalog Tasks (SCTASK)
What Incident state denotes waiting on a customer, external vendor, or prerequisite record resolution?
On Hold
What is the minimum role required to assess and confirm a problem?
Problem coordinator
What represents the hardware/ software for which a release will be built?
Products
If an end user needs to order a new phone, where can they search the Service Catalog to submit their request?
Service Portal
What value in a change request determines the sequence in which a change should be implemented?
Priority (which is determined by Urgency & Impact)
What record type is typically used to report an outage or propose a new standard change template from the service portal?
Record producer
What type of Service Catalogue item is used to create an incident or raise an HR case?
Record producer
What represents the planned phases for a release which are used to group the tasks required to carry out the release?
Release phases
What represents any of the tasks required to implement a feature of a product?
Release tasks
What allows catalogue items to be requested and fulfilled based on defined flows?
Request management
What variable type do you use to allow requesting a catalogue item on behalf of another user or multiple users?
Requested for
What field autopopulates when you click the Resolve button on a problem record?
Resolution code
What sate does the problem record return to when you click on the "Re-Analyze" UI action?
Root Cause Analysis
What CAB Workbench feature allows you to specify when the CAB meeting is held, on which days, and how often?
Schedule Entries
What tool is used in a change request to view and avoid (resolve) the conflicts?
Scheduling Assistant
What is the recommended way for a CAB approver to approve the change requests during the CAB meeting?
Selecting the agenda items for the change request in the CAB workbnch and choosing Approve
What Incident form view is displayed to end users?
Self Service view
What field on a CI table can be used to route incidents to the appropriate group for resolution?
Support Group
What related list can you use to extend and track the different types of groups assigned to a CI?
Teams
If a fulfiller has completed/closed all the tasks for a RITM, what happens in the workflow?
The RITM is automatically set to closed complete
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
When a parent incident is resolved, what resolution code do its child incidents update to?
The same as the parent incident
What should be enabled in the catalogue definition to allow users to save partially completed requests so they can complete and submit them later?
Wish List
What field is only visible to internal process users (not customers) on an Incident record?
Work notes
What do you call a temporary solution that reduces or eliminates the effect of problems when a full resolution is not yet available?
Workarounds
For better governance, an ACL is written to restrict incident reporting to specific roles. What ACL do you need to restrict view access?
[report_view] activating this ACL would remove visibility of incidents for anybody who doesn't have it
What is the minimum required role to update requests and catalogue tasks?
[sn_request_write]
What role is required to create record producers to log incidents directly from the service catalogue?
catalog_admin
What database view is used to report on change requests resolved by SLA per change category?
change_request_sla
What is the minimum required role to update a change record?
sn_change_write
