ServiceNow ITSM - Copy

ITIL definition of Incident Management

An unplanned interruption to an IT Service or a reduction in the Quality of an IT Service. Failure of a Configuration Item that has not yet impacted Service is also an Incident. For example, Failure of one disk from a mirror set.

Does only Emergency Change have the Post-Implementation Review (PIR) step?

False

Is the check conflict ui action the only way to check conflicts?

False

Once an Incident is placed in a 'Resolved' state, the Caller may no longer re-open the Incident. True or False

False

True or False: The best practice when recording Configuration Items is to record all available attributes.

False

True or False: To modify the CAB Workbench you must be in the 'Global Application'

False

Users can reopen an incident at any stage if they believe that their issue has not been resolved correctly. True or False

False

What are the conditions for an incident to auto-close

A resolved incident will autoclose in 7 days (out of the box)

Change Conflicts associated with a Change are checked for automatically, you do not need to use the Check Conflicts UI Action. True or False

True

Roles can contain other roles. True or False

True

True or False: ServiceNow Change Management uses the workflow engine by default to facilitate processing for all Change types

True

Does sc_req_item table extend the Task table directly?

Yes

What are Actual Start and Actual End dates used for on a Change Record a) Actual start is when the Change moves to Implement. Actual end is when the Change moves to Review b) Actual start is when the Change moves to Scheduled. Actual end is when the Change moves to Review c) Actual start is when the Change moves to Implement. Actual end is when the Change moves to Closed

a) Actual start is when the Change moves to Implement. Actual end is when the Change moves to Review

How are Additional Comments and Work Notes intended to be used? a) Additional Comments - communicate with end users; Work Notes - communicate with IT staff b) ServiceNow merely offers both so customers may choose whether to use one, both, or neither. c) Additional Comments - communicate with IT staff; Work Notes - communicate with end users

a) Additional Comments - communicate with end users; Work Notes - communicate with IT staff

When Change - Risk Assessment plugin is active how is the risk for a Change calculated? a) Both Risk Assessment and Risk Conditions are evaluated and results are taken b) Both Risk Asssessment and Risk Conditions are evaluated and lower results are taken c) Risk Assessment replaces (overrides) Risk Conditions

a) Both Risk Assessment and Risk Conditions are evaluated and results are taken (docs says highest is taken??)

After enabling the Change Management Risk Assessment plugin, which of the following is true straight away? a) Both Risk Conditions and Risk Assessments are used to calculate Risk and Impact b) Risk Assessments are required for all Normal and Emergency changes c) Risk Assessments questionaires immediately replaces Risk Conditions as the way to calculate risk and impact d) Risk Assessments has no immediate impact until questionnaires are configured

a) Both Risk Conditions and Risk Assessments are used to calculate Risk and Impact

What are CMDB types? a) Business Services and Configuration Items (CI) b) Assets Items (AI) and Configuration Items (CI) c) Assets Items and Relation Types d) Relation Types and Configuration Items (CI)

a) Business Services and Configuration Items (CI)

What is it called when CIs are linked by, for example, Depends On, Runs On or Used By relationship? a) CI Relationship b) CI Dependency c) something bad d) blah blah

a) CI Relationship b) CI Dependency

What best explains CMDB and Asset Management? a) CMDB deals with hardware and software CI's and Asset deals with financial information b) Asset deals hardware and software CI's and CMDB deals with Asset deals with financial information

a) CMDB deals with hardware and software CI's and Asset deals with financial information

What is the effect on an incident when the caller has the VIP checkbox ticked on the user account? (Multiple choice) a) Caller displays in red b) Caller has VIP icon beside it c) Workflow sends extra notifications d) Priority is set to 1

a) Caller displays in red b) Caller has VIP icon beside it

What happens to the caller field if the caller is a VIP? a) Caller field is displayed in red b) caller is highlighted and a message pops up c) priority is increased by 1

a) Caller field is displayed in red

Which of the following best represents the Change lifecycle, as defined by the ServiceNow Business Process Guide? a) Creation > Approval > Implementation > Closure b) Draft > Creation > Approval > Process > Closure c) Creation > Draft > Approval > Process > Closure d) Creation > Draft > Approval > Process > Closure

a) Creation > Approval > Implementation > Closure

Which of the following are features of the CAB approval workbench a) Define a schedule for CAB meetings b) Define CAB meeting attendees c) Define CAB meeting agenda d) View change calendar e) Approve or reject a change request f) View and record meeting notes

a) Define a schedule for CAB meetings b) Define CAB meeting attendees c) Define CAB meeting agenda d) View change calendar e) Approve or reject a change request f) View and record meeting notes

What are features of Change Management - CAB Workbench application (multi choice) a) Enables CAB Managers to schedule b) Plan and manage CAB meetings c) It allows CAB managers to easily create one time or recurring CAB meetings d) Automatically associate change requests and related attendees to those meetings

a) Enables CAB Managers to schedule b) Plan and manage CAB meetings c) It allows CAB managers to easily create one time or recurring CAB meetings d) Automatically associate change requests and related attendees to those meetings

How may Changes be related to Incidents? a) Incidents may be caused by Changes. Investigation of Incidents may indicate the need for a Change b) Incidents and Changes are separate processes that have little interaction c) Incidents cause Changes. Investigation of Changes may indicate the need for Incidents to be generate

a) Incidents may be caused by Changes. Investigation of Incidents may indicate the need for a Change

When a user selects "Change > New", they are presented with a(n) _________ instead of being presented with a new Change form. a) Interceptor b) Interrupter c) Splash Page d) Wizard

a) Interceptor

Which of the following DOES NOT describe the purpose of a CMDB? a) Inventory of IT assets in stock and available to users b) Centrally managed and controlled 'system of record' c) Repository to store IT service infrastructure components and relationships d) Critical analysis and decision-making tool to support impact analysis

a) Inventory of IT assets in stock and available to users

What measures first call resolution? a) Metric b) Business Rule c) First Call Field

a) Metric

Which of the following are Change Request states? a) New, Assess, Scheduled, Closed b) New, Assess, Scheduled, Review, Resolved, Closed c) New, Work in Progress, Review, Closed d) New, Assess, On Hold, Closed

a) New, Assess, Scheduled, Closed

What are the 3 types of changes that come with the baseline? a) Normal, Standard, Emergency b) Normal, Standard, Run for your life c) Normal, Standard, Expedited

a) Normal, Standard, Emergency

Which of the following functions is NOT enabled by the Change Advisory Board (CAB) Workbench application? a) Provide video and chat capabilities during CAB meetings b) View Change Calendar c) Record meeting notes and share with attendees d) Define a schedule and related logistics for CAB meetings

a) Provide video and chat capabilities during CAB meetings

What are shown in the related search results when filling in the short description on an incident?

a) Related knowledge articles, Catalog Items, Social Q&A

What is set by the risk calculator? a) Risk and Impact b) Risk

a) Risk and Impact

What controls access to a ServiceNow Application or Module menu? a) Role b) Group c) User Criteria d) User Login and Password

a) Role

What is an SLA? a) Service Level Agreement b) Service Line Assessment c) Severity Level Assessment d) Service Length Allowed

a) Service Level Agreement

Rebooting a server is normally considered what type of change? a) Standard b) Normal c) Emergency

a) Standard

Which table does change_task extend from? a) Task b) Change c) Request

a) Task

A change owner will add tasks manually to maintain ownership of the change request whilst giving other users implementation tasks. a) True b) False

a) True

A scheduled job runs to check the conflicts of a Change. This script runs more frequently the closer a Change gets to the Planned End Date. a) True b) False

a) True

What is the best way of checking the Change state in a Server script? a) Using constants i.e ChangeRequestStateHandler.IMPLEMENT b) Using g_form.getValue c) Using getDisplayValue d) Using the value of the State field, e.g. hardcoding "-2"

a) Using constants i.e ChangeRequestStateHandler.IMPLEMENT

What is the best way of checking the Incident state in a Server script? a) Using constants i.e IncidentState.IN_PROGRESS b) Using g_form.getValue c) Using getDisplayValue d) Using the value of the State field, e.g. hardcoding "2"

a) Using constants i.e IncidentState.IN_PROGRESS

What is not a typical way to propose a Standard change template? a) Using the template bar b) Adding a new record in the Standard Change Proposal table c) Right click on Change record and selecting 'Propose new Standard Change Template'

a) Using the template bar

When can a user (who has no roles in the system) close an Incident? a) When he is the caller and the Incident is Resolved b) When he is the caller and the Incident is not already Resolved c) When he is the caller and the Incident is not already Closed d) When he is the caller or in the watch list and the Incident is Resolved

a) When he is the caller and the Incident is Resolved

Approvals are managed through ________ and stored ________. a) Workflow / in a separate table b) Change record / in the Change table c) Workflow / in the Change table d) Change record / workflow

a) Workflow / in a separate table

What is the name of the Configuration Item table? a) cmdb_ci b) cmdb

a) cmdb_ci

What is a mininum role required to delete a CI? a) itil_admin b) itil c) ecmdb_admin d) admin

a) itil_admin

What is the minimum required role to delete a change request? a) itil_admin b) itil c) change d) admin

a) itil_admin

What is the minimum required role to delete an incident? a) itil_admin b) itil c) admin

a) itil_admin

Which table is the base class for the Configuration Management Database? a) Hardware [cmdb_ci_hardware] b) Base Configuration Item [cmdb] c) Asset [asset] d) Base Item [cmdb_base_item]

b) Base Configuration Item [cmdb]

Which types of CIs will be included in a report run against the cmdb_ci_computer table? a) Just CIs defined directly in cmdb_ci_computer b) CIs defined directly in cmdb_ci_computer and all child classes c) CIs defined directly in cmdb_ci_computer and all parent classes

b) CIs defined directly in cmdb_ci_computer and all child classes

Which of the following groups authorizes Changes? a) Board of Directors b) Change Advisory Board (CAB) c) Upper Management d) Approval Determination Board (ADB)

b) Change Advisory Board (CAB)

A ________ may be initiated to deploy a fix to an Incident. a) Incident Resolution b) Change Request c) Service Request d) Problem

b) Change Request

Which script include do you edit for modifying the change state flow? a) ChangeRequestModel b) ChangeRequestStateModel c) blihbliuh d) OsamaPadl

b) ChangeRequestStateModel

CIs are organized by a) Category b) Class c) State d) Catalog

b) Class

Which of the following best describes the difference between Configuration Management and Asset Management? a) Asset - operational use and relationships; Configuration - financial aspects b) Configuration - operational use and relationships; Asset - financial aspects c) Configuration - items found through discovery; Asset - items entered manually

b) Configuration - operational use and relationships; Asset - financial aspects

When adding knowledge to an incident, what is the best way of knowing that the knowledge is appropriate to the caller? a) ?? b) Do a "Search as" search c) Enable the system property to limit knowledge results to the caller d) Do a global search

b) Do a "Search as" search

Out of the box Impact 3 and Urgency 3 gives priority 5. What functionality should you use to change this to priority 4? a) Edit a business rule b) Edit the Priority Data Lookups c) Edit a client script d) ??

b) Edit the Priority Data Lookups

A caller cannot re-open a resolved Incident? a) True b) False

b) False

Can you bulk close changes from the CAB Workbench?

b) False

Can you use the CAB Workbench to add work notes to Change records from the meetings notes?

b) False

Best Practice is to assign roles to: a) Companies b) Groups c) Users d) Locations

b) Groups

Incident Priority is calculated based on which fields? a) Risk b) Impact c) Category d) Urgency e) Configuration Item

b) Impact d) Urgency

Poorly managed and unplanned Changes tend to create high volumes of _____. a) Problems b) Incidents c) Knowledge d) Requests

b) Incidents

The Dependency View for a CI shows: a) List of Active SC Tasks b) List of Active Incidents c) Upstream & Downstream Relationships d) List of Related Knowledge Articles

b) List of Active Incidents c) Upstream & Downstream Relationships

Baseline incident states include: a) Open b) New c) Draft d) In Progress e) Complete f) Closed/Resolved g) Resolved

b) New d) In Progress g) Resolved

Change Conflict checks for which of the following (multi-select) a) Changes taking place outside of business hours b) Outside of maintanence windows c) Inside of Blackout Windows d) All affected CIs are checked e) Overlapping Changes on the same CI

b) Outside of maintanence windows c) Inside of Blackout Windows d) All affected CIs are checked e) Overlapping Changes on the same CI

A defined relationship between two Configuration Items (CIs), such as Runs on, Depends On, or Contains is called a _____________ a) CI Dependency b) Relationship Type c) Related List d) CI Attribute

b) Relationship Type

Which field of a Configuration Item (CI) may be used to route Incidents to the appropriate group to quickly resolve Incidents related to the CI? a) Assignment Group b) Support Group c) Change Control d) Managed By

b) Support Group

Select all that apply: Which of the following are goals of Configuration Management? a) Knowledge Management b) Support Systems Configuration Management c) Ensures security of Configuration Items d) Remotely deploys updates to user devices e) Comply with audit and regulatory requirements f) Support Capacity Planning

b) Support Systems Configuration Management c) Ensures security of Configuration Items e) Comply with audit and regulatory requirements f) Support Capacity Planning

Which Task field indicates its type? a) Number b) Task Type c) something else d) something else

b) Task Type

What does the process flow formatter show? a) The current state of the change b) The state history c) The workflow stages

b) The state history

What descriptor matches for the Work notes and Comments fields? a) The work notes are viewable by both the internal team and the caller Comments are used as notes for the internal analyst team and are not viewable by the caller. b) The work notes are used as notes for the internal analyst team and are not viewable by the caller. Comments are viewable by both the internal team and the caller

b) The work notes are used as notes for the internal analyst team and are not viewable by the caller. Comments are viewable by both the internal team and the caller

Within the ServiceNow Platform, who can create Change Requests? a) Anyone, even those not registered / logged in b) Users with ITIL or Change-specific Roles c) Only members of the Change Advisory Board (CAB) d) Any Logged in User

b) Users with ITIL or Change-specific Roles

A customer has a requirement to allow staff to copy existing Changes. However, they want to add the Work Notes List field to the field included in the copy operation. Which approach is recommended to satisfy this requirement? a) Edit the code in the Copy Change UI Action to include the new field and validate that the UI Action is Active b) 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 c) 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 d) Override the Dictionary attributes for the Work Notes List field on Change to add the 'Include in Record Copy' attribute set to true

b) 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

If you tick the knowledge check box on an Incident when does the Knowledge article get created? a) When Resolved b) When Closed

b) When Closed

What is the minimum role required to create an Emergency Change a) service desk b) itil c) itil_admin

b) itil

Who can propose a Change Template? a) all users b) itil or change_manager c) admins

b) itil or change_manager

In baseline platform (if user has no roles) when can they see an incident a) when is a Caller or Caller's Delegate b) when is a Caller, Opened by and a Watch List c) when is a Caller, Opened by and a Worknote List d) blah

b) when is a Caller, Opened by and a Watch List

What are the base CMDB types? a) all users b) admins c) Assets and Business Services

c) Assets and Business Services

What state is the change in when it is ready to be reviewed by the CAB? a) New b) Assess c) Authorize d) Scheduled

c) Authorize

What functionality in SN can you use to look at the trends of high priority Incidents and compare with other companies in your industry? a) Reporting b) PA c) Benchmarks

c) Benchmarks

When an Incident with several child Incidents is updated fields are copied from the parent to the children? a) Work notes b) Comments c) Both

c) Both

How does a user select a Standard Change template? a) From the Standard Change Proposals table b) From the template bar c) From the Standard Change catalog d) By browsing the Stanard Change category of the Technical Catalog

c) From the Standard Change catalog

Which statement is true regarding the relationships between Assets and Configuration Items? a) All CIs are Assets but not all Assets are CIs b) All Assets are CIs but not all CIs are Assets c) Not all Assets are CIs and not all CIs are Assets d) All Assets are CIs and All CIs are Assets

c) Not all Assets are CIs and not all CIs are Assets

Select the ServiceNow functionality that may be used in the Assess phase of Change Management to evaluate Changes. a) Social Q & A b) Post Implementation Review c) Risk Assessment d) Knowledge Management

c) Risk Assessment

What is taken into account when calculating Business Duration? a) The Create to Resolve Duration Metric b) The Duration field c) The SLA schedule d) something bad

c) The SLA schedule

To limit the transitions allowed between different Incident states, you should configure which of the following? of Incidents a) IncidentState Script Include b) IncidentStateSNC Script Include c) UI Actions d) ACLs

c) UI Actions

Who can approve a Change Template? a) Task b) Change c) Users in the Change Management group

c) Users in the Change Management group

What is the minimum role required to create a CI? a) admin b) asset c) itil or asset d) itil

c) itil or asset

Other than admin, which role can delete Incidents? a) service desk b) itil c) itil_admin d) no-one

c) itil_admin

Who can change the type of a change request? a) all users b) admins c) nobody

c) nobody

During Verification and Audit, when a discrepancy is found between which record is in the CMDB and the actual CI configuration, which actions may be considered? a) Update the CMDB to reflect what's in the actual infrastructure b) Update the CI record to reflect what's in the actual infrastructure c) Delete the CI and pretend you never noticed the discrepancy d) Both A and B

d) Both A and B

What should you do if you want to make certain fields mandatory when a user moves from one state to another? a) Edit the script include IncidentStateSNC b) Add UI Action Buttons c) Create Business Rules d) Create client scripts

d) Create client scripts

What is the page called where you see the CIs and their relationships with other CIs? a) CI Relationship b) CI Dependency c) ?? d) Dependency view

d) Dependency view

What are the three most common types of CIs captured in the ServiceNow CMDB? a) Physical Components, Logical Components , and Philosophical Concepts b) Hardware, People, and Applications c) People, Processes, and Technology d) Hardware, Software, and Network Gear

d) Hardware, Software, and Network Gear

When a Change Request is rejected, what does the State of the Change become? a) Rejected b) Assess c) Closed Incomplete d) New

d) New

Change utilizes a visualization to represent Change state progress across the top of the Change form. This visualization is called a ______. a) Process Workflow Formatter b) Change Visualizer c) State Flow Workbench d) Process Flow Formatter

d) Process Flow Formatter

On an Incident, which of the following causes the Reopen count[reopen_count] field to be incremented? a) When Incident is on Hold b) When Problem goes to Closed c) When a linked Problem is updated d) When state Changes from Resolved to On Hold.

d) When state Changes from Resolved to On Hold.

When a parent incident is closed, what's updated on the child incident?

Resolution code, Resolution notes, Resolved by, Resolved, Work notes, Comments

What does the Risk Assessment do?

Risk Assessment uses information provided by the end user to assess a risk value