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ServiceNow ITSM Implementation > Possible Questions > Flashcards

Possible Questions Flashcards

1
Q

What do you call the dynamic grouping of configuration items (CIs), based on common cirteria, such as all web servers in Detroit?

a. Common CI group
b. Dynamic CI group
c. Principal CI group
d. Managed CI class

A
  • Dynamic CI group
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2
Q

Which of the following is true about Principal CI Classes?

a. If no classes are defined as principal, then all CIs will be selectable on all tasks
b. No more than 10 (ten) 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 selectable on all tasks
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3
Q

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

A
  • Purchase
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4
Q

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

A
  • Foundation
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5
Q

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

A
  • sys_user_has_role
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6
Q

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

A
  • cmn_company
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7
Q

Which node or notes created could have a service related to it?

A
  • The Hardware node and the Collaboration Software node are considered taxonomy leaf nodes as they are the bottom layer of each of their respective branches. Services can only be related to taxonomy leaf nodes.
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8
Q

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

A
  • Pipeline
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9
Q

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

A
  • Technical service
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10
Q

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

A
  • Offering
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11
Q

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

A
  • Catalog item
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12
Q

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

A
  • Record Producer
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13
Q

Which record type would you use to include the “Setting up a neww remote employee” option in the service catalog?
a. Order guide
b. Record Producer
c. Catalog item
d. Content item

A
  • Order guide
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14
Q

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

A
  • Content item
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15
Q

User criteria can be applied to which two components?
a. Service catalog
b. Catalog categories
c. Catalog items
d. Catalog homepage

A
  • Catalog categories
  • Catalog items
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16
Q

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

A
  • Cart layout
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17
Q

The Incident Variable editor is used to display variables on which of these records?
a. Incidents created via record producer
b. Incidents created via email
c. Catalog items
d. Catalog tasks

A
  • Incidents created via record producer
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18
Q

User criteria can e applied to what two components?
a. Service Catalog
b. Catalog categories
c. Catalog items
d. Catalog homepage

A
  • Catalog categories
  • Catalog items
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19
Q

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

A
  • Cart layout
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20
Q

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 Mobil
c. Catalog items
d. Catalog tasks

A
  • Incidents created via record producer
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21
Q

Does the service catalog category name have to match the Employee Center taxonomy topic name?

A
  • No. Any service catalog category (name) can bbe added to any Employee Taxonomy topic (name). The only requirement is that the service catalog category has at least one catalog item assigned. “Empty” taxonomy topics will not e displayed on the Employee Center
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22
Q

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

A
  • Priority Data lookup table
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23
Q

What is the default time or incidents in a Resolved state to automatically move to the Closed state?

A
  • 7 days
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24
Q

By default, when do SLA Percentage timers automatically trigger Breach Warning notifications?

A
  • 50% duration
  • 75% duration
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25
Q

Where, or how, are the roles that are allowed to re-analyze a problem defined?
a. Access Control Lists (ACLs)
b. UI action condition
c. ProblemStateUtils script include
d. Problem properties module

A
  • Problem Properties Module
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26
Q

What defines when a problem record can automatically move from the New to Asses 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
27
Q

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

A
  • General
  • Root Cause Analysis (RCA)
28
Q

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

A
  • problem_coordinator
29
Q

Where does the Assignment Group data come from on change requests?

A
  • The Assignement group ffield on change requests is automatically populated based on the Change group listed on the Conffiguration item or Service Offering record.
30
Q

Why doesn’t a standard change automatically appear as an agenda item in a CAB meeting?

A
  • Standard change proposals must be manually added to a CAB agenda item
31
Q

The unauthorized change process will only trigger if the CI is part of what?
a. Application service
b. Business service
c. Business product
d. Technical service

A
  • Application service
32
Q

Which role can create and modify a change model?
a. itl_admin
b.change_admin
c. change_manager
d. sn_change_model_manager

A
  • change_manager
33
Q

What defines the requirements for a change model to move from one state to another?
a. Business rules
b. Transition conditions
c. Lifecycle model requirements
d. Change update script

A
  • Transition conditions
34
Q

Which release phase defines the specific plans for the release and support of the required change request fulfillment?
a. Release planning
b. Release definition
c. Approval
d. Build and Test

A
  • Release planning
35
Q

In the ServiceNow baseline, the fields in the Planning tab are mandatory when moving the change request from the New to Assess state.
a. True
b. False

A
  • False
36
Q
  1. Given the class structure shown 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

A. Just CIs defined directly in cmdb_ci_computer
B. CIs defined directly in cmdb_ci_computer and all parent classes
C. CIs defined directly in cmdb_ci_computer and all child classes

A
  • CIs defined directly in cmdb_ci_computer and all child classes
37
Q

Which field from the configuration item will automatically populate in the Assignment group field of an incident record?
A. Managed by
B. Support group
C. Approval group
D. Change group

A
  • Support group
38
Q

Which of the following are defined for a given change model? (Choose three.)
A. Phase transitions
B. State model
C. State transition conditions
D. Phase model
E. State transitions

A
  • State model
  • State transition conditions
  • State transitions
39
Q

When is a change task for Post Implementation Review created for an unauthorized change?
A. When the change request moves to Close
B. When a change manager accepts the change
C. When the change request moves to a state of Review
D. When the change request moves to a state of Assess

A
  • When is a change task for Post Implementation Review created for an unauthorized change?
40
Q

Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?
A. Reports
B. CI Class Manager
C. Application Menus
D. Dependency View

A
  • CI Class Manager
41
Q

Which of the following cannot be defined or set through a Catalog UI Policy?
A. Setting a variable to mandatory
B. Apply a requirement to all form views
C. Setting a catalog category to visible
D. Setting a variable to read-only

A
  • Apply a requirement to all form views
42
Q

Which type of catalog item should be used to create an incident record from the portal?
A. Incident Template
B. Request Item
C. Order Guide
D. Record Producer

A
  • Record Producer
43
Q

Which incident management roles are activated by installing the ITSM Roles plugin (com.snc.itsm.roles)?
(Choose two.)
A. sn_incident_read
B. itsm_incident_read
C. incident_manager
D. sn_incident_write
E. itsm_incident_write

A
  • sn_incident_read
  • sn_incident_write
44
Q

A customer requests that when the Service Desk agent clicks on the information icon for the Caller’s name, the quick view frame shows only the following fields:
User name -
Manager name -
Email Address -
Employee ID -
How would you modify the quick view frame?
A. Update the sys_popup view for the user table
B. Update the sys_quick view for the caller table
C. Update the sys_popup view for the caller table
D. Update the sys_quick view for the user table

A
  • Update the sys_popup view for the user table
45
Q

Your customer has built a mature knowledge base, with articles targeted to internal audiences - which are technical. Other articles are written for end users, with simple instructions. From the Incident form, the agents would like to be able to identify which articles are visible to the callers What feature would you use, to satisfy this requirement?
A. Internal/External Highlighting
B. Search as User
C. Show User Viewable
D. User Only View

A
  • Search as User
46
Q

Your customer is using the baseline Create Incident Catalog Item and would like to add a few additional input fields. How should you update the catalog item?
A. Edit in Catalog Item Designer
B. Edit in Item Designer
C. Edit in Catalog Builder
D. Edit in Form Designer

A
  • Edit in Catalog Builder
47
Q

Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support You have confirmed that:

The Network Support group record has the Group types: Incident and Change

The Network CAB group record has the Group type: Change

What could you do on the incident form, for the Assignment Group field, to resolve this issue?
A. Add a UI action to hide the Network CAB group from the list
B. Add a UI action to provide an error message if the Network CAB group is selected
C. Add Dictionary Override to specify the Incident group Reference Qualifier
D. Modify the choice list to include only the appropriate group types

A
  • Add Dictionary Override to specify the Incident group Reference Qualifier
48
Q

Which Agent workspace feature gives agents automatic search results that show possible solutions for records they open?
A. Chat Bot
B. Related Search Results
C. Knowledge Bases
D. Intelligent Agent
E. Agent Assist

A
  • Agent Assist
49
Q

Which capability provides visibility to data joined between multiple tables?
A. Database Views
B. Metric Tables
C. Published Reports
D. Custom Tables
E. Breakdown Sources

A
  • Database Views
50
Q

What tools are available to the assignee to help resolve an Incident? (Choose two.)
A. Knowledge Articles
B. Workarounds
C. CI Class Manager
D. Incident Overview Dashboard
E. Enterprise CMDB Dashboard

A
  • Knowledge Articles
  • Workarounds
51
Q

When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number?
A. New incident created from the message
B. New interaction is created from the message
C. Email is rejected and auto-reply sent to sender
D. New case is created from the message

A
  • New incident created from the message
52
Q

Under what circumstances, should you use the Communicate workaround Related Link on the Problem record?
(Choose two)
A. The workaround is helpful information for the Callers on the Problem’s related Incidents (open)
B. The workaround should be published to a knowledge article, visible from the portal
C. The workaround is helpful information for the members of the Problem’s Assignment Group
D. The workaround is helpful information for the members of the Problem’s Work notes list

A
  • The workaround is helpful information for the Callers on the Problem’s related Incidents (open)
  • The workaround is helpful information for the members of the Problem’s Work notes list
53
Q

Which interface is designed for tier 1 IT agents who solve internal or external customer issues?
A. ITSM Dashboard
B. IT Service Management Workspace (Agent Workspace)
C. ITIL Homepage
D. Incident Overview

A
  • IT Service Management Workspace (Agent Workspace)
54
Q

When using Agent assist in the Agent workspace, what are examples of possible solutions can be automatically searched and displayed? (Choose five.)
A. Runbook Actions
B. Knowledge
C. SQL Queries
D. Problems
E. Changes
F. Cases
G. Incidents

A
  • Knowledge
  • Problems
  • Changes
  • Cases
  • Incidents
55
Q

Which module is a useful starting point for a manager to view current state operational information for Incident management?
A. CMDB Health Dashboard
B. Incident > Overview
C. Manager Workspace
D. Critical Incidents Map

A
  • Incident > Overview
56
Q

The Problem table is extended from what table?
A. Task
B. Major Incident
C. Outage
D. Problem Task
E. Incident

A
  • Task
57
Q

The Problem Manager wants the Problem Coordinators to be able to Re-analyze a Completed Problem.
Which module could they use to make this change?
A. Problem > Administration » Problem Properties
B. System UI > UI Action Groups
C. State Management > State Models
D. System UI > Form Actions
E. System UI > UI Actions

A
  • Problem > Administration » Problem Properties
58
Q

Your Problem Manager has a structured problem management process, which includes a final review of the solution implemented and of the data regarding incident reduction. When a problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee.
What feature would you use to meet this requirement?
A. State Model
B. Workflow Dashboard
C. Action Modeler
D. Task Creator
E. Flow Designer

A
  • Flow Designer
59
Q
A
60
Q

Your customer needs help defining Category values for the Problem records. What approach should you suggest? (Choose two.)
A. Re-use existing categories from legacy systems
B. Define categories based on the customer’s CMDB classes
C. Re-use existing categories from incident management
D. Define categories based on ITIL problem taxonomy

A
  • Define categories based on the customer’s CMDB classes
  • Re-use existing categories from incident management
61
Q

When a user clicks on the Communicate fix UI action on the Problem form, what happens?
A. Fix is written to the Comments field on any Incident associated with the problem, which is On Hold, Awaiting Problem
B. Fix is written to the Work notes field on any Incident associated with the problem, which is Active
C. Fix is written to the Comments field on any Incident associated with the problem, which is Active
D. Fix is written to a draft Knowledge article

A
  • Fix is written to the Work notes field on any Incident associated with the problem, which is Active
62
Q

Users with which role can Communicate a workaround or fix? (Choose two.)
A. itil_admin
B. problem_coordinator
C. problem_task_analyst
D. problem_admin

A
  • problem_coordinator
  • problem_admin
63
Q

When a user clicks on the Communicate workaround UI action on the Problem form, what happens?
A. Workaround is written to the Comments field on any open Incident associated with the problem
B. Workaround is written to the Workaround field on any incident associated with the problem
C. Workaround is written to a draft Knowledge article
D. Workaround is written to the Work notes field on any open Incident associated with the problem

A
  • Workaround is written to the Work notes field on any open Incident associated with the problem
64
Q

A tester wants to submit a bug report, because they are not able to see the Communicate Fix link under the Related Links on the Problem form.
What do you recommend that they confirm, before submitting the bug report? (Choose two.)
A. Tester is impersonating a user with communications.manager role
B. Tester is impersonating the assignee, which has the problem_coordinator role
C. Tester is impersonating a user with problem_coordinator role
D. The Fix notes field is filled in and saved

A
  • Tester is impersonating a user with problem_coordinator role
  • The Fix notes field is filled in and saved

ServiceNow ITSM Implementation (2 decks)

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