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