ITSM set 1

Which of the following are checked for conflict detection in change requests? Select 3 Answers from the below options.

Not executing during a blackout time period. Conflicts for all affected CIs. Conflicts with changes to parent and child CIs.

Which record type in request management is closed first?

SCTASK

What role can create User Criteria for Knowledge Bases?

user_criteria_admin

What type of change request does not require CAB authorisation?

Standard

What are the three personas in Major Incident Management? Select 3 Answers from the below options.

1. Communication Manager [communication_manager]. 2. Major Incident Manager [major_incident_manager] 3. Incident Manager [incident_manager]

(Rome) Which of the following are true statements regarding the Service Catalogue? Select 3 Answers from the below options.

1. You can enable users to request an item or service and track or approve requests on a mobile device. 2. You can use the AI-enabled search to quickly find relevant catalogue items in Service Portal and Now Mobile. 3. You can design a topic conversation in Virtual Agent by including resuable topic blocks to perform request submission tasks.

Which of the following are the out-of-the-box On hold reasons on the Incident form? Select 3 Answers from the below options.

Awaiting Vendor, Awaiting Caller, Awaiting Change

Which of the following persona reviews and approves a request to purchase office printers for a break room?

Approver

Which of the following states are NOT used in Standard change requests?

Assess and Authorise

What can you achieve using the performance analytics capability in the Change Velocity dashboard? Select 3 Answers from the below options.

Assess customer-defined change types Actionable insights into the change operations Change activity assessments based on the state model

Which of the following are 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, associate incidents, check for duplicates

At what states can you cancel a change request? Select 3 Answers from the below options.

Authorise, Scheduled, Implement

How is an incident assignment group populated when the Assignment group and the Assigned to fields are empty?

Based on the support group of the respective CI/Service offerings

(Rome) How can you measure and track article views, page views, and searches performed by unauthenticated users?

By collecting knowledge usage metrics

Where do you capture the work required to fulfil an order in a catalogue request?

Catalog Task [sc_task]

Which fields are mandatory when you click 'Accept Risk' on a problem record? Select 2 Answers from the below options.

Cause Notes Risk accepted reason

What related record is directly created from an incident record to restore service or fix the underlying issue caused by or resulted from the incident?

Change

Which of the following change management plugins can be used to evaluate the likelihood of future success and help determine the level of change rigour required?

Change Management - Change Success Score (com.snc.change_management.change_success_score)

Incident identification is the gateway to the _______ stage of the Incident Management lifecycle.

Creation and Classification

Which of the following can be used to create configuration items (CIs) in the CMDB? Select 3 Answers from the below options.

Creation triggered by asset management Creation via service catalogue fulfilment processes Creation via the change management process

(Rome) Which UI action enables you to move a problem record to the Fix in Progress phase?

Fix

What are the two options to define the fulfilment process for a service catalogue item? Select 2 Answers from the below options.

Flow and Workflow

A single request is submitted for approval. The RITM workflow includes pre-approval. Which of the following is true?

Fulfilment can begin once the REQ is approved

Who can perform the first level of approval in a low-risk normal change request? Select 2 Answers from the below options.

Group member and change manager

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

What field on the Incident form is used to measure the extent of the issue and the potential damage caused by the incident before it can be resolved?

Impact

What resolution code is automatically set for child incidents when the parent incident is resolved?

It matches the parent resolution code

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 documents as knowledge articles?

Knowledge Base

What application provides a centralised location for the creation, categorisation, viewing, and governance of information related to the flow of work through ServiceNow?

Knowledge Management

Which of the following variable type is supported in a multi-row variable set (MRVS)?

List Collector

Where does a System Administrator navigate to edit a catalogue item?

Maintain Items

Which of the following are the out-of-the-box release types? Select 3 Answer from the below options.

Maintenance, Patch, Upgrade

What record is raised when there is a significant disruption to the business and demands a response beyond the routine incident management process?

Major Incident

Which action CANNOT be performed by the Major Incident Manager?

Manage Trigger Rules

You cannot pause a change by placing it 'On hold' while it is in the _______ state.

New

What Incident State is used when the investigation is paused while awaiting information from the customer or an external vendor or providing information, evidence, or a resolution from a related problem or change?

On hold

Where can fulfillers navigate to find catalogue tasks assigned to them and their groups to fulfil requests? Select 2 Answers from the below options.

Service Desk > My Work Service Desk > My Groups Work

An end-user needs to place an order for a new phone. Where can he/she search the Service Catalog and submit his/her request?

Service Portal

What value in a change request determines the sequence in which a change should be implemented?

Priority

Which of the following are the responsibilities of an Incident management team? Select 3 Answers from the below options.

Rapid Diagnosis. Quick Resolution. Swift functional escalation to SMEs.

What type of Service Catalogue item is used to create an incident or raise an HR case?

Record Producer

What two fields are automatically calculated by completing the risk assessment on a change request? Select 2 Answers from the below options.

Risk, Impact

What State the problem record returns to when you click on the 'Re-Analyse' UI action?

Root Cause Analysis

Which of the following CAB Workbench feature allows you to specify when the CAB meeting is held, on which days, and how often?

Schedule entries

What tool or feature is used in a change request to view and avoid (resolve) the conflicts?

Scheduling Assistant

What incident form view is displayed to the end-users?

Self-Service

Which ServiceNow application enables a process user to submit, approve, and fulfil requests?

Service Catalog

Which of the following are ways to create incidents? Select 5 Answers from the below options.

Support Chat, Integrations, Inbound email, Incident application/Workspace, Portals

Which field on a Configuration Item (CI) table may be used to route Incidents to the appropriate group to resolve CI related Incidents quickly?

Support Group

What are the advantages of an incident ticketing integration between a ServiceNow instance and a third-party system? Select 3 Answers from the below options.

Synchronising the systems so that notifications can be triggered. Tracking ticket activity for accurate reporting. Transforming data for more uniform processing.

(Rome) What related list can you use to extend and track the different types of groups assigned to a Configuration Item?

Teams

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.

Which of the following can you specify for a Rich Text Label variable in a catalogue item?

Visible on bundles and guides

What should be enabled in the catalogue definition to allow users to save partially-completed requests so that they can complete and submit at a later time?

Wish List

Which of the following fields is only visible to internal process users and is not available to external users or customers in the Incident record?

Work notes

What are the temporary solutions that reduce or eliminate the effect of problems when a full resolution is not yet available?

Workarounds

What database view is used to report on change requests resolved by SLA, per change category?

change_request_sla

What is the minimum role required to update a change record?

sn_change_write

What is the minimum role required to update requests and catalogue tasks?

sn_request_write