SNOW 2024 - ITSM Study set

What is the default maximum number of CIs can be contained within a Dynamic CI Group?

10,000. Note: This can be raised or lowered with system property: "sa.qbs.max_num_of_cis".

What is a Business Service?

A Business Service is published to business users and it typically underpins one or more business capabilities.

What is a Technical Service?

A Technical Service is published to service owners and typically underpins a business or application service.

What is a Dynamic CI Group?

A dynamic grouping of configuration items (CIs), based on some common criteria. Ex. a dynamic CI group based on the location of all web servers in Detroit.

What is a group filter and what can it be used for?

A group filter in conjunction with reference qualifiers can be used to restrict the assignment options to only include appropriate groups. Group types in the base instance are: catalog, itil, and survey. A group can be assigned several group types.

What kind of items extend from Configuration Item [cmdb_ci]?

All Technical Items

What is an Application Service?

An Application Service is a logical representation of a deployed application stack.

What's the name of the table that links users to roles? a. sys_user b. sys_user_role c. sys_user_has_role

c. sys_user_has_role

A Catalog UI Policy cannot be applied to which of the following? a. Catalog item view b. Catalog Tasks C. Requested Items d. Cart Layout

d. Cart Layout

The incident Variable Editor is used to display variables on which of these records? a. Incidents created via record producer b. Incidents created via Now Mobile c. Catalog items d. Catalog tasks

d. Catalog Tasks

Which record type would you use to include the "view company policies" option in the service catalog? a. order guide b. Record Producer c. Catalog Item d. Content Item

d. Content Item

Where, or how, are the roles that are allowed to re-analyze a problem defined? a. Access Control Lists (ACLs) b. UI Action condtion c. ProblemStateUtils Script Include d. Problem Properties Include

d. Problem Properties Include

Which of the following is not a CSDM 4.0 Domain? a. Design b. Foundation c. Sell / Consume d. Purchase

d. Purchase

What role is required to edit a catalog item via the Catalog Builder? a. catalog_builder_role b. catalog_user c. catalog_builder_user d. catalog_builder_editor

d. catalog_builder_editor

Which of these is NOT a foundation data table? a. cmn_location b. core_company c. cmn_department d. cmn_company

d. cmn_company

What can appear in Service Catalogs? a. Catalog Items b. Record Producers c. Order guides d. Content items e. All of the Above

e. All of the above

What roles do the problem_coordinator role inherit?

itil and problem_task_analyst

What roles do the problem_manager role inherit?

itil, problem_coordinator, and problem task_analyst

What roles do the problem_admin role inherit?

itil, problem_manager, problem_coordinator, and problem_task_analyst

What is a dependent CI?

Depend on a relationship to another CI and cannot exist on their own.

What is an independent CI?

Exist on their own and are not dependent on any other CIs.

What do non-technical items extend from as it relates to configuration items?

From Base Configuration Item [cmdb]

Within the taxonomy structure of Servicenow, what are the Leaf node(s) considered?

Leaf node(s) are considered to be the last node level. Additionally leaf nodes are where services can be related in a portfolio.

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

More than 500

Requests move through a process, what are the four stages of that process?

Submittal > Approval > Fulfillment > Closure

What is the CSDM (Common Service Data Model)

The CSDM is a best practice framework for data modeling and management. It comes with a standard set of terms and definitions that span across the entire ServiceNow platform.

What engine utilizes to Independent and dependent CIs?

The Identification and Reconciliation Engine (IRE) is used to identify CIs.

A default configuration is that any user with the role: "itil" can delete a configuration item? True/False

True Note: Users with the "security_admin" role can remove this ability from itil users by modifying Access Control record for the delete operation for the cmdb_ci table record.

Why might we want to set the order number of a variable set so high?

We can *almost always* ensure the variable set in question will be appear last for any catalog item we use this variable set for.

What are they primary tables associated with catalog definitions? a. Catalog [sc_catalog], Category [sc_category], Catalog Item [sc_cat_item], and Order Guide [sc_cat_item_guide] b. Catalog [sc_catalog], Category[sc_category], Catalog task [sc_task], and Order Guide [sc_cat_item_guide] c. Category[sc_category], Order Guide [sc_cat_item_guide], Request Item [sc_req_item], and Catalog Item [sc_cat_item]

a. Catalog [sc_catalog], Category [sc_category], Catalog Item [sc_cat_item], and Order Guide [sc_cat_item_guide]

Which of the following is true about Principal CI Classes? a. If no classes are defined as principal, then all CIs will be select able on all tasks. b. No more than 10 classes can be defined as principal. c. Principal classes are only applied to incident and change request records.

a. If no classes are defined as principal, then all CIs will be select able on all tasks

Which record type would you use to include the "Setting up a new remote employee" option in the service catalog? a. order guide b. Record Producer c. Catalog Item d. Content Item

a. Order Guide

Services that are not yet operational or available for use are in which phase? a. Pipeline b. Development c. Catalog d. Retired

a. Pipeline

User criteria can be applied to what two components? [Choose 2 answers] a. Service Catalog b. Catalog Categories c. Catalog items D. Catalog homepage

a. Service Catalog c. Catalog items

Does a record producer create a Request, Request Item, or Catalog Item? a. True b. False

a. True

Script Includes that include "SNC" in their name are read-only. a. True b. False

a. True

with the Knowledge Management Advanced and the KCS Integration for Incident Management plugins, users are able to create a knowledge article directly from the (resolved) incident record. a. True b. False

a. True

What defines when a problem record can automatically move from the New to Assess state? a. Update Problem State to Assess business rule b. Problem State UI Policy c. Problem State UI Action d. ProblemStateUtils Script Include

a. Update Problem State to Assess business rule

By default, when do SLA Percentage timers automatically trigger Breach Warning notifications? a. 25% duration b. 50% duration c. 75% duration d. 90% duration

b. 50% duration

What is the default time for incidents in a Resolved state to automatically move to the Closed state? a. 3 days b. 7 days c. 30 days d. 90 days

b. 7 days

What do you call the dynamic grouping of configuration items (CIs), based on common criteria, such as all web servers in Detroit? a. Common CI group b. Dynamic CI group c. Principal CI class d. Managed CI class

b. Dynamic CI group

CMDB Groups, Product Models, Contracts and Common Data belong to which domain? a. Design b. Foundation c. Sell /consume d. Build

b. Foundation

What are the 5 domains of the CSDM and how are they layered (Bottommost to Topmost) a. Sell / Consume > Manage Technical Services > Build > Design > Foundations b. Foundations > Design > Build > Manage Technical Services > Sell / Consume c. Foundations > Build > Design > Sell / Consume > Manage Technical Services d. Foundations >Create > Model > Oversee Services > Consumption e. None of the Above

b. Foundations > Design > Build > Manage Technical Services > Sell / Consume

What is derived from a service and defines specific business needs and performance levels? a. Child Service b. Offering c. Commitment d. Service metric definition

b. Offering

Where is the incident priority matrix configured? a. Incident Properties module b. Priority Data Lookup table c. Incident Priority action script d. Incident Priority UI policy

b. Priority Data Lookup table

Which record type would you use to include the "Report an outage" option in the service catalog? a. Order guide b. Record Producer c. Catalog Item d. Content Item

b. Record Producer

Basic Operations for a CMDB User(Read) include read permissions, what role is required to allow a base user to have permission to also create, write, and delete inside the cmdb? a. admin b. itil c. change_approver d. cmdb_admin

b. itil.

What is the minimum role a user must have to be populated in the Assigned to field on a problem record? a. itil b. problem_coordinator c. problem_manager d. problem_task_analyst

b. problem_coordinator

There are two kinds personas that share the name CMDB User, what are they and what roles that make them unique? e.g., Persona name (role) a. CMDB User (admin) and CMDB User (itil) b. CMDB User (cmdb_read) and CMDB User (cmdb_write) c. CMDB User (itil) and CMDB User (cmdb_read) d. CMDB User (cmdb_ci_user) and CMDB User (cmdb_admin)

c. CMDB User (itil) and CMDB User (cmdb_read)

Which record type would you use to include the "Order HHD device" option in the service catalog? a. Order guide b. Record Producer c. Catalog item d. Content Item

c. Catalog Item

Which of the foolwoing problem task types are available in the ServiceNow baseline? a. Common b. Implement c. General d. Root Cause Analysis

c. General d. Root Cause Analysis

What kind of service is published to service owners that underpins a business or service application? a. Application service b. Business service c. Technical service d. Commerce service

c. Technical Service