ServiceNow ITSM Certification Exam 2018

Which key performance indicators can be influenced by effective Problem Management?

% of high priority Problems Average time to close a Problem

Which type of Service Catalog component allows a user to describe their needs, choose options, and then check out ordering multiple items at once according to their selections?

Order Guide

Best Practices for using Service Catalog Categories include __________.

Organize Categories in a way that your audience will understand

In Problem Management, which element must be edited to modify the field mappings when Knowledge Articles are generated from ACTIVE Problem records?

Post News or Post Knowledge UI Actions

Which of the following is the GOAL of Problem Management?

Prevent Problems and resulting Incidents from happening, to eliminate recurring Incidents, and to minimize impact of Incidents that cannot be prevented

Which of the following ITIL terms refers to the cause of one or more Incidents that is typically unknown at the time of detection?

Problem

The Standard Change Template [std_change_record_producer] table is extended from the ____.

Record Producer [sc_cat_item_producer]

What are the primary record types in Configuration Management?

Relationship Type and Configuration Item (CI)

Guided Setup provides step-by-step instructions for loading Foundation Data, which includes __________.

Companies, Users, Groups, Roles, Departments, Locations

Problem Management Investigation and Diagnosis activities include __________.

Conduct a Root Cause Analysis

Which condition must be met to have a Knowledge Article display on the Knowledge Home Page in the Featured Content section?

A record must be created in the Featured Content [kb_knowledge_keyword] table referencing the Article and a keyword of "homepage"

Which of the following represents how Knowledge Management subscriptions and article versioning are enabled?

Activation of the Knowledge Management Advanced Plugin

A customer has a requirement to include a Catalog Item to order Microsoft Access in several Categories so that users can find it easily. What is the best way to do this?

Add additional Categories in the Catalog Item's Categories Related List

How are Additional Comments and Work Notes intended to be used in notifications?

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

Which type of records use the default Variables Editor (formatter) to display Catalog Item Variables on a form?

Any type of record created from Record Producers

Which of the following is NOT included in the Incident Management Lifecycle?

Approval and Fulfillment

In the baseline platform configuration of Change Management, which of the following are controlled by the Change Request - Normal workflow?

Approvals, Notifications, Rollback

Which of the following statements is true when the Change Management - Risk Assessment plugin is enabled?

Both the Risk Calculator and Risk Assessment are used to determine Risk for a Change

In the baseline platform configuration for an Emergency Change, __________ is required before a Change can be scheduled.

CAB Approval

Given the class structure below, which types of CIs will be included in a report run against the cmdb_ci_computer table? - cmdb ---- cmdb_ci ---- ---- cmdb_ci_hardware ---- ---- ---- cmdb_ci_computer ---- ---- ---- ---- cmdb_ci_server ---- ---- ---- ---- ---- ---- cmdb_ci_win_server ---- ---- ---- ---- ---- ---- cmdb_ci_linux_server ---- ---- ---- ---- ---- ---- cmdb_ci_unix_server ---- ---- ---- ---- cmdb_ci_pc_hardware

CIs defined directly in the cmdb_ci_computer and all child classes

In the baseline platform configuration, a end-user with no assigned roles can read an Incident when they are _________.

Caller, Opened By or on the Watch List

An Order Guide can include multiple Items. Items have common variables, such as Shipping Location, and Requester. Which field on the Order Guide, when set to true, automatically copies the common variable values to corresponding variables on each included Item?

Cascade Variables

Which of the following can be used as a 'non-code' alternative for some Catalog Client Scripts to populate data on an Item?

Catalog Data Lookup

In Change Management, which record should be modified to restrict when a Change can move to a specific state?

ChangeRequestStateModel Script Include

In the baseline platform configuration, which of these are required when closing a Normal Change? Select all that apply.

Close Code, Close Notes

_______________ is primarily focused on the details needed to manage and operate hardware and software. _______________ is primary focused on the financial aspects of hardware and software.

Configuration Management, Asset Management

Which ServiceNow feature allows users to contact the Service Desk agents using Chat Queues and allows Service Desk agents to open Incidents directly from Chat sessions with users?

Connect Support

On a Service Catalog Item, a customer has a requirement that the start_date is before the end_date. Which approach is recommended to satisfy this requirement?

Create a Catalog Client Script that triggers on Submit of the Item

The Change Management lifecycle steps, in order, include:

Creation and Scoping -> Approval -> Implementation -> Closure

In a Service Catalog, Content Items can include each of the following EXCEPT:

Cross-references to Catalog content

Which of the following represents a benefit of implementing Knowledge Management?

Deflecting the creation of Incidents so users may help themselves with common issues

Which of the following actions on the Incident table require the itil_admin role?

Delete Incident

When does a State of On Hold pause an SLA?

Depends upon the SLA conditions

In Change Management, the Risk Calculator is used to:

Determine the Risk and Impact of the Change based on Risk Conditions

Which of the following describes the purpose of User Criteria when used in the Service Catalog application?

Determine who can see Categories and Items

Which of the following can be used to standardize the body of Outbound email notifications?

Email Templates

A customer would like to modify the wording that appears when a user selects Change > Create New. Which type of record must be adjusted?

Interceptor

In Problem Management, when using the Communicate Workaround Related Link, which of the following conditions must be met for the workaround to be communicated? Select all that apply.

Incident must be Active, Incident is associated with the Problem record The Communicate Workaround UI Action may be used to pass Problem record comments to activeIncidents. The UI Action will pass only the most recent workaround.

Which of the following describes the way Changes may be related to Incidents?

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

When referring to the State of an Incident in server-side code (such as in a Script Include, Business Rule, or UI Action), which method is the preferred way to refer to the State field value?

If a Constant has been defined, such as Incident.State.IN_PROGRESS, use the Constant

When a user selects Change > New, they are presented with a ___________ to select the type of change instead of being presented with a new Change form.

Interceptor

Which two fields are used to calculate priority on an Incident?

Impact and Urgency

Database views must be used to report on Catalog Item Variables.

False

True or False: A Requested Item may be associated with one or more Requests.

False

True or False: Conflict Detection must be triggered manually for Changes using the Check Conflicts UI action.

False

True or False: In Change Management, manually added Change Tasks allow the Change owner to maintain accountability for a Change Request while assigning the individual implementation steps to other groups or individuals.

False

True or False: In the baseline configuration, ONLY Emergency Changes require a Post-Implementation Review (PIR).

False

True or False: In the baseline platform configuration, when a Knowledge Article is flagged by a user as being incomplete or incorrect, a notification is sent to the Knowledge Base Owner.

False

True or False: Users with the itil role can delete an Incident.

False

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

False: ESS users have a Reopen Incident button on resolved Incidents.

Which of the following is NOT a way Service Catalog Requests may be submitted in a baseline ServiceNow instance?

From an inbound email

Which of the following is NOT a method for creating Knowledge Articles within ServiceNow?

Generate from a Scheduled Report with a Target = Article

In which phase of the Incident Management lifecycle do Incidents typically get escalated?

Investigation and Diagnosis

Which of the following features are available through the Change Management - CAB Workbench application? Select all that apply.

Invite delegates to CAB meetings to discuss specific Changes, Determine CAB agenda with a specified amount of time allocated to each Change

Knowledge Ratings are stored in the _________ table.

Knowledge Feedback [kb_feedback]

Which platform feature is used to track field value durations, such as the length of time an Incident spent in each State or the length of time an Incident was assigned to each group?

Metric

In the baseline platform configuration, if a Change approver rejects an approval for a Normal Change, what will the State of the Change be set to?

New

In Incident Management , which of the following States are considered Active?

New, In Progress, On Hold, Resolved

A Parent Incident is updated to reflect a new Priority and a new Assignment Group. Which of the following represents corresponding updates made automatically to child Incidents?

No automatic updates are made to child Incidents

What is the default number of days (integer) after which Resolved Incidents are automatically closed?

One Day

In the baseline platform configuration, the Problem States include _________.

Open, Pending Change, Known Error, Closed/Resolved

Which of the following Service Catalog records may serve as a container for multiple Requested Items?

Request

Which of the following may NOT be published in a Service Catalog?

Requested Item

In the baseline configuration for Service Catalog workflows, which of the following statements are true?

Requests with a value over $1000 require manager approval Approvals will be skipped if there are no members in the approval group

Which one of the following is the GOAL of Incident Management?

Restore normal service operation as quickly as possible with minimal disruption to the business

Select the ServiceNow functionality that may be used in the Assess phase of Change Management to evaluate the potential impact of a Change.

Risk Assessment

When the Change Management - Risk Management plugin is enabled, which of the following statements reflects how the Risk of a Change Request will be set?

Risk will be set to the highest Risk value evaluated by the Risk Calculator and Risk Assessment

For the majority of Catalog Items, the customer requires Quantity and Price to be displayed. However, for one Item, the customer would like to omit these two fields. Which of the following approaches should be used to satisfy this requirement?

Set 'Use cart Layout ' to false on the Catalog Item and set both 'No Quantity' and 'Omit Price in Cart' to true.

Which of the following is NOT a consideration when determining the need for multiple Service Catalogs?

Size of the company

What Knowledge Management capability allows users to ask and answer questions amongst peers within a Knowledge Base?

Social Q&A

Which of the following statements are correct for Standard Changes. Select all that apply.

Standard changes are typically low risk and have detailed procedures, Standard changes can be automated

Change Tasks generated by the Change Request - Normal Change tasks workflow should include:

Standard, administrative tasks common to all Normal Changes

On an Incident, which of the following conditions will trigger the Reopen Count field value to be incremented?

State changes from Resolved to Open

Which of the following statements reflects when the Actual Start and Actual End date fields are populated on a Change Request? Actual start is set when the __________.

State changes to Implement. Actual End is set when the State changes to Review

Which one of the following represents the overall lifecylce of a Request?

Submittal -> Approval -> Fulfillment -> Closure

Which field on a Configuration Item record may be used to expedite Incident routing and resolution?

Support Group [support_group]

Which mechanism is used to set the number of days (integer) after which Resolved Incidents are automatically closed?

System Property

When viewing a list of Tasks, which field identifies whether the Task is an Incident, Problem, Change, etc.?

Task Type [sys_class_name]

The Incident Task [incident_task] table is extended from the _________ table.

Task [task]

In knowledge management, which conditions must be met before the 'Import from Word' icon/ button appears on the Knowledge management Home page?

The user must meet the conditions in the Can Contribute User Criteria for at least one Knowledge Base OR have the knowledge or Knowledge_admin role.

A user has the VIP field set to true on their User [sys_user] record. When that user is selected as the Caller on an Incident, which of the following statements are true in a baseline platform configuration? Select all that apply.

The user's name is shown in red in the Caller field A 'VIP' decoration is displayed next to the Caller field

Which of the following is NOT a typical method to propose a new Standard Change?

Toggle the Template Bar on an Existing Change and click + to add a new Template

Change Conflict Detection Scheduled jobs run with increasing frequency as a Change approaches the Planned start date.

True

True or False: Change Management uses the workflow engine by default to facilitate approvals and processing for each type of Change, including Emergency, Normal, and Standard.

True

True or False: In the baseline configuration, Service Level Agreements use percentages of SLA Duration to determine when to send Breach Warnings and Breach Notice notifications.

True

True or False: The Requested Item [sc_req_item] table is extended directly from the Task [task] table.

True

When evaluating Change Request States in a Script Include, which is the preferred method for referencing a State?

Use the State name Constant, such as ChangeRequestStateHandler.SCHEDULED

When evaluating Change request states in a script include, which is the preferred method for referencing a State?

Use the State name Constant, such as ChangeRequestStateHandler.SCHEDULED

Which mechanism is used to specify who can read Articles and who can contribute Articles in a Knowledge Base?

User Criteria

How is access to Knowledge Articles administered?

User Criteria and User Roles

Common recurring Catalog Variables can be grouped and standardized using

Variable Sets

On the Change Record form, the Process Flow Formatter is used to __________.

Visually depict the Change Workflow

Under which circumstances can a user with the itil role create a Problem record from an Incident record?

When the Incident is not Closed and when there is not already an existing Problem associated with the Incident

When can a user (who has no assigned roles in the system) close an Incident?

When the user is the caller and the Incident's state is Resolved

For each Requested Item, a _________ enables the approval and delivery of that Item.

Workflow

What is the minimum role required for a user to create an Emergency Change?

itil

Which role is required to close a Problem?

itil

Which role is required to edit the Type field on a Change

nobody Kind of a trick question. Nobody role can't *really* be assigned to edit the 'type' field.

Primary tables associated with Request Fulfillment begin with the prefix __________.

sc_

What is the name of the view that can be configured to control the fields displayed when a user hovers over the reference icon next to a reference field?

sys_popup