Test1 Flashcards
(119 cards)
1
Q
By which of the following does CMDB aid ITSM processes:
- Identify the affected applications which helps in prioritization
- Automatically repair affected configuration items
- Identify the preferences of the requester user based on profile data
- Identifying potential upstream or downstream impacts
- Associating configuration items to incidents, problems or change records
A
Identify the affected applications which helps in prioritization
Identifying potential upstream or downstream impacts
Associating configuration items to incidents, problems or change records
2
Q
T/F: When the state is “On Hold” and the “On Hold Reason” is “Awaiting Caller”, the incident state will automatically change to “In Progress” once the caller user makes a change to the incident.
A
True
3
Q
When does the requested item workflow initiate?
- Upon approval of the request
- There’s no workflow attached to requested items
- Upon confirmation by the requester
- Upon submission of the request
A
Upon approval of the request
4
Q
Which of the following are valid states for Standard Change requests?
- Implement
- Scheduled
- Authorize
- Assess
- Review
A
- Implement
- Scheduled
- Review
5
Q
Which of the following integration, with change management, provides insight into the potential cost implication of a requested change to processing related resources licensed by CPU?
- Discovery
- Software Asset Management
- Financial Management
- CMDB
A
Software Asset Management
6
Q
What is the module name that is used to access configuration base items?
- Configuration Items > Base Items
- Base Items > Configuration
- CMDB > Base Items
- Configuration > Base Items
A
Configuration > Base Items
7
Q
T/F: It is possible to import multiple word documents at the same time into a knowledge base.
A
True
8
Q
Which of the following service catalog variable types are NOT supported in Mobile Classic interfaces? (Choose 4)
- IP Address
- HTML
- Label
- Lookup Select Box
- UI Page
- Container Start
A
HTML
Label
UI Page
Container Start
9
Q
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? (Choose 2)
- Set “Use Cart Layout” to false on the Catalog item and set both “No Quantity” and “Omit Price” in “Cart” to true.
- Set both “No Quantity” and “Omit Price in Cart” to true on the Catalog Item.
- Write a Catalog Client Script for the item and use g_form.setDisplay() to hide each field.
- Cart options are set using system properties and cannot be changed for individual items.
A
Set “Use Cart Layout” to false on the Catalog item and set both “No Quantity” and “Omit Price” in “Cart” to true.
Set both “No Quantity” and “Omit Price in Cart” to true on the Catalog Item.
10
Q
What role is required to create record producers to log incidents directly from the Service Catalogue?
- itil_admin
- catalog_admin
- incident_manager
- catalog_item_designer
A
catalog_admin
11
Q
What serves as a container for change requests and manages the execution of change management?
- Knowledge Management
- Incident Management
- Release management
- Configuration Management
A
Release Management
12
Q
How can a user with itil roles resolve a problem?
- Manually changing the state to “Closed”
- Clicking on the Resolve button
- Manually changing the state to “Resolved”
- None of the listed answers
A
None of the listed answers
13
Q
On what Incident states, is the Resolution SLA is paused?
Select 2 Answers from the below options.
- On hold
- Resolved
- Canceled
- Closed
A
On hold
Resolved
14
Q
A single request is submitted for approval. The RITM workflow includes pre-approval. Which of the following is true?
- Fulfillment can begin immediately.
- Fulfillment can begin once the REQ is approved.
- Fulfillment can begin once other RITMs in the REQ are approved.
- Fulfillment can begin once all RITMs are reviewed.
A
Fulfilment can begin once the REQ is approved.
15
Q
Where is the Activity stream located on the Incident form?
- Related Links
- Notes tab
- Resolution Information tab
- Related Records tab
A
Notes Tab
16
Q
When you resolve a parent incident, which of the following activities will automatically occur?
Select 3 Answers from the below options.
- State on child incidents is updated to Closed.
- Resolution information is copied to the child incident.
- Activity stream of child incidents is updated with parent’s incident state of Resolved and parent’s resolution information from the resolution tab.
- Resolution code is copied to the child incident.
A
- Resolution information is copied to the child incident.
- Activity stream of child incidents is updated with parent’s incident state of Resolved and parent’s resolution information from the resolution tab.
- Resolution code is copied to the child incident.
17
Q
What is the minimum role required to create a major incident candidate or propose an existing incident as a major incident candidate?
- ITIL Admin [itil_admin]
- Major Incident Manager [major_incident_manager]
- Incident Manager [incident_manager]
- ITIL [itil]
A
ITIL [itil]
18
Q
Which of the following tables is used to store knowledge articles?
- kb_article
- kb_knowledge
- None of the listed answers
- kb_knowledge_article
A
kb_knowledge
19
Q
How can you reduce change risk and manage change conflicts in Change management?
- By building change schedules
- By enhancing the CAB Workbench
- By scheduling assistant REST endpoints
- By leveraging the ServiceNow CMDB grouping capabilities
A
By scheduling assistant REST endpoints
20
Q
Which of the following statements are true about knowledge article authoring in Microsoft Word?
Select 2 Answers from the below options.
- The text size of a knowledge article created in Word must be less than 1 MB.
- Headers and footers corresponding to pages in the Word document do not show in the knowledge article.
- You can author and access knowledge articles in Microsoft Word by deploying the Knowledge Management - Add-in for Microsoft Word.
- It is only supported in the Word Online application and not in the Word Desktop app.
A
You can author and access knowledge articles in Microsoft Word by deploying the Knowledge Management - Add-in for Microsoft Word.
It is only supported in the Word Online application and not in the Word Desktop app.
21
Q
Which feature enables you to maintain a unified content categorization across different content types such as catalogue items, knowledge articles, and community posts?
- User Criteria
- Record Producer
- Social Q&A
- Knowledge Block
- Taxonomy
A
Taxonomy
22
Q
Which table is used to store Q&A data for knowledge articles?
- kb_qa
- kb_social_qa_question
- kb_social_qa
- kb_social
A
kb_social_qa_question
23
Q
The system administrator evaluates each catalogue item and determines whether approvals are needed and, if so, by whom. Which of the following approval requirements are possible?
Select 3 Answers from the below options.
- None of the requested items
- All of the requested items
- The entire request and requested items
- Some or all of the requests
A
None of the requested items
All of the requested items
The entire request and requested items
24
Q
What are the 2 service catalogues that come with the demo data within ServiceNow?
Select 2 Answers from the below options.
- Product Catalog
- Technical Catalog
- Service Catalog
- Business Catalog
A
Service Catalog
Technical Catalog
25
What can you do within the Conflict Calendar?
Select 3 Answers from the below options.
- View the change schedule
- Resolve conflicts
- View the details of the change
- Update Blackout Schedule or Maintenance Window
View the change schedule
Resolve conflicts
View the details of the change
26
Which of the following fields does ServiceNow recommend to move to the Advance view of the catalog item form?
- No cart
- Shopping cart label
- Show shopping cart
- Omit price in cart
- No subtotal
Omit price in cart
No cart
27
What are the purposes you may use Content Items for?
Select 3 Answers from the below options.
- External Content
- Link to Catalogue Content
- Link to a Knowledge Base Article
- Create a new content
External Content
Link to Catalogue Content
Link to a Knowledge Base Article
28
What is the intent of the Watch List in some notifications?
- None of the listed answers
- To copy people on notifications sent to the caller
- To copy people on notifications sent to the assignment group
- To copy people on notifications sent to the assignee
To copy people on notifications sent to the caller
29
Multiple Choice, Single Line Text, and Select Box are what type of elements in ServiceNow?
- Related Lists
- Order Guides
- Variable Types
- Request Types
Variable Types
30
T/F: The "Assigned to me" button will validate if the current user is a member of the Assignment Group
False
31
Which of the following activities happen during the Implementation stage within the Change Management lifecycle?
- Complete post-implementation review (PIR), if required
- Check for conflicts
- Change tasks are created automatically as part of the workflow
- Changes move through a series of reviews and approvals
Change tasks are created automatically as part of the workflow
32
T/F: Because of its agile nature, implementation of ServiceNow processes should compromise quality in favor of speed of delivery. Issues can be fixed later, easily.
False
33
In the baseline instance configuration for Incident Management, when Impact = 3 – Low and Urgency = 3 Low, the Priority will be set to 5 – Planning. The customer requirement is to set the Priority to 4 – Low, given these Impact and Urgency settings, where should this be changed in the platform?
- System Property
- Client Script
- Priority Calculation Business Rule
- Priority Data Lookups Table
Priority Data Lookups Table
34
What are the different close codes on a change request form?
Select 3 Answers from the below options.
- Successful with issues
- Unsuccessful
- Canceled
- Successful
Successful with issues
Unsuccessful
Successful
35
T/F: The calculation of incident priority is based on both impact and urgency fields
True
36
If importing CI data for business services and servers on which they are deployed from excel, how many transform maps are needed to fully import data?
- 2
- 4
- 3
- 1
3
37
Which plugin should be installed to enable creating known error articles from problems?
com.snc.best_practice.problem.knowledge
com.snc.best_practice.knowledge
com.snc.best_practice.problem.madrid.knowledge
com.snc.known_error.problem.madrid.knowledge
com.snc.best_practice.problem.madrid.knowledge
38
What sorting options are available by default on the knowledge article list when opening a knowledge base from the service portal?
Select 3 options from the below options.
- Views
- Alphabetical
- Category
- Rating
- Newest
Views
Alphabetical
Newest
39
Which record type in request management is closed first?
- PRQ
- REQ
- SCTASK
- RITM
SCTASK
40
T/F: It is possible to import multiple word documents at the same time into a knowledge base.
True
41
At what state an Emergency change request can be reverted to the New state and be modified to a Normal change?
- Review
- Assess
- Scheduled
- Authorize
Authorize
42
What can be set up to auto-assign all new Hardware category Incidents to a certain group?
Select 3 Answers from the below options.
- Assignment rules
- Business rules
- UI Actions
- Access Controls
- Data lookup rules
Assignment rules
Business rules
Data lookup rules
43
How is the content of the email notification for expiring knowledge articles determined?
- Number of articles expiring in the coming month
- Notification preference of the email recipients
- Valid to date of the expired knowledge articles
- Authors of the expiring knowledge articles
Number of articles expiring in the coming month
44
Which of the following roles can delete a CAB definition?
- change_manager
- cab_manager
- None of the listed answers
- itil_admin
None of the listed answers
45
What happens when "Communicate Workaround" is clicked in problem form?
- Workaround is copied to comments of all incidents that are linked to the problem where the incidents' states are "On Hold" and the On Hold reason is "Awaiting Problem"
- Workaround is copied to comments of all incidents that are linked to the problem except incidents with state "On Hold"
- Workaround is copied to comments of all incidents that are linked to the problem
- Workaround is copied to comments of all incidents that are linked to the problem where the incidents' states are "On Hold"
Workaround is copied to comments of all incidents that are linked to the problem where the incidents' states are "On Hold" and the On Hold reason is "Awaiting Problem"
46
Which of the following variable type is supported in a multi-row variable set (MRVS)?
- HTML
- Label
- Attachment
- List Collector
List Collector
47
Why do organizations fail to complete implementation or realize business value from the CMDB?
Select 3 Answers from the below options.
- Unknown Configuration Items
- Inconsistent data quality
- Ill-defined relationships among Configuration Items
- Too many non-IT Configuration Items
Unknown Configuration Items
Inconsistent data quality
Ill-defined relationships among Configuration Items
48
In which phase of the incident management lifecycle do incidents typically gel escalated?
- Creation and Classification
- Investigation and Diagnosis
- Initial Analysis and Submission
- Resolution and Closure
Investigation and Diagnosis
49
Which of the following statements is true regarding incident categorization driven by configuration item?
- Categorization driven by configuration item is recommended for all customers
- Categorization driven by configuration item is recommended for customers who don't have logic in place for incident assignment rules
- Categorization driven by configuration item is recommended for customers with robust and Mature CMDB
- Categorization driven by configuration item is recommended when the project timeline is too short
Categorization driven by configuration item is recommended for customers with robust and Mature CMDB
50
Multiple Choice, Single Line Text, and Select Box are what type of elements in ServiceNow?
- Related Lists
- Variable Types
- Order Guides
- Request Types
Variable Types
51
Which integration point is more suitable for integrations with other business systems?
- None of the listed answers
- Remote Agent
- Platform web service
- Event Management
Platform web service
52
How can you quickly reference the most frequently used articles in Service Portal?
- By marking them as favorites
- By flagging them
- By creating a shortcut link for them
- By rating them or marking them as helpful
By marking them as favorites
53
Which of the following catalog UI policy actions can be applied to variables on catalog item forms?
Select 3 Answers from the below options.
- Masked
- Mandatory
- Visible
- Read only
Mandatory
Visible
Read only
54
What source types are available when viewing the source of a knowledge article search in the search log?
Select 4 Answers from the below options.
- Workspace: Agent Assist in Workspace
- Mobile App: Now Mobile app
- Classic: Now Platform application
- Knowledge Classic: Knowledge Management v3 or v2
- Portal: Service Portal application
Workspace: Agent Assist in Workspace
Classic: Now Platform application
Knowledge Classic: Knowledge Management v3 or v2
Portal: Service Portal application
55
Which of the following are copied across from the problem record to the change when a change request is created from the form additional actions menu on the problem record?
Select 2 Answers from the below options.
- Assignment Group
- Service
- Short description (Problem statement)
- Configuration item
Short description (Problem statement)
Configuration item
56
T/F: It is possible to create two different sets of priority rules for incidents and problems.
True
57
Which script action is called once "Communicate Fix" is clicked?
- Copy Prb fix to Inc
- Copy Problem Fix
- Copy Prblm Fix to Incdnt Comments
- Copy Prb fix to Inc comments
Copy Prb fix to Inc comments
58
On what condition the delegated request experience is not supported?
- If two-step checkout is enabled
- If the request was made using the 'Request For' variable type
- If catalog items for self-service are restricted
- If a single request for an item was made on behalf of multiple users
If two-step checkout is enabled
59
What is the purpose of the Duration field in the incident form?
- Time elapsed before the incident was resolved
- Time elapsed since the last update by agent on the incident
- Time elapsed before the incident was closed
- Time elapsed since the last update on the incident
Time elapsed before the incident was resolved
60
Which one of the following workshops identifies the technical requirements for implementation?
- Technical workshop
- Roadmap workshop
- Implementation workshop
- Process workshop
Technical workshop
61
Which module to use in order to see problem tasks that are assigned to you?
- Service Desk > My Work
- Service Desk > My Problem Tasks
- Problem > My Problem Tasks
- Problem > My Tasks
Service Desk > My Work
62
Which persona is responsible for controlling changes to the Service Catalog and ensuring Service Catalog issues are resolved?
- Catalog Editor
- Service Owner
- Catalog Manager
- Change Manager
Catalog Manager
63
The workflow is different for each requested item (RITM), and you can view it to:
Select 3 Answers from the below options.
Visualize the overall request process.
Take your approval action.
Identify the current action in the process.
Anticipate future tasks.
Visualize the overall request process.
Identify the current action in the process.
Anticipate future tasks.
64
Which of the following action can be taken on a major incident by the caller who is an ESS user?
- Close
- Resolve
- Reopen
- Assess
Assess
65
Which module within the DevOps application allows you to access your integrated planning applications along with their features and versions?
- Develop
- Test
- Configure
- Plan
Plan
66
Where can you find your saved bundles on the portal homepage?
- Knowledge > Categories
- Catalog > Popular Items
- Cart > View Cart
- Requests > My Requests
Cart > View Cart
67
What will be the next state when the "Request Approval" button is clicked in normal change form?
- Approval Requested
- Assess
- Open
- Authorize
Assess
68
When does the CAB Date get auto-populated in the change request form?
- CAB Date is never auto-populated. It should be set manually
- When change is added to a CAB meeting agenda
- When state changes to Assess
- When state changes to Authorize
When change is added to a CAB meeting agenda
69
T/F: There are 2 integration points available in ServiceNow ITSM: Platform Web Services and Event Management
True
70
T/F: Inbound Actions can be configured to enable creating or updating incidents
True
71
At what levels can User Criteria be used in Knowledge Management to control who can read and who can contribute?
Select 3 Answers from the below options.
- Knowledge Article
- Knowledge Block
- Knowledge Base
- Knowledge Category
Knowledge Article
Knowledge Block
Knowledge Base
72
What are some of the topics that are part of the change PIR?
Select 3 Answers from the below options.
- Did external providers, if part of the change, meet service level targets?
- Was the change started on time, and was it completed within the change window?
- Did the change meet its targeted objective(i.e. expected outcome)?
- Were there any demands that arose due to the change implementation?
Did external providers, if part of the change, meet service level targets?
Was the change started on time, and was it completed within the change window?
Did the change meet its targeted objective(i.e. expected outcome)?
73
Analyzing the issue is associated with the _______ stage in the Incident Management Lifecycle.
- Investigation and Diagnosis
- Creation and Classification
- Resolution and Closure
- None of the above
Investigation and Diagnosis
74
What role has the ability to create major incidents directly?
- ITIL Admin [itil_admin]
- Major Incident Manager [major_incident_manager]
- Incident Manager [incident_manager]
- ITIL [itil]
Major Incident Manager [major_incident_manager]
75
What are some of the ways you can search for existing solutions in Incident Management?
Select 3 Answers from the below options.
- Browse recent changes to view any upcoming fixes that can restore service to the current incident.
- Look for similar known errors and identify the workaround.
- Use keywords to search for related changes and view the workaround.
- Search for similar incidents by filtering using specific keywords and review Related records from one of them.
Browse recent changes to view any upcoming fixes that can restore service to the current incident.
Look for similar known errors and identify the workaround.
Search for similar incidents by filtering using specific keywords and review Related records from one of them.
76
Which of the following CI class is not included in the search results for configuration items, affected CIs, or impacted services within an Incident record?
- Service Offering
- Application Service
- Business Service Group
- Business Application
Service Offering
77
Which of the following can be performed with multi-row variable sets?
- Capture data in a grid layout
- Display within a container
- Make visible in variable summarizer
- Add variables with read roles
Capture data in a grid layout
78
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
- Request
- Child Incident
- Problem
Major Incident
79
Which of the following statements are correct for standard changes?
(Choose two.)
- Standard change procedures must be stored in the Knowledge base
- Standard changes do not have change tasks
- Standard changes are typically low risk and have detailed procedures
- Standard changes can be automated
Standard changes are typically low risk and have detailed procedures
Standard changes can be automated
80
What is a repository of problem records that have been designated as known issues?
- Known Error Database (KEDB)
- IT Service Management (ITSM)
- Knowledge Base (KB)
- Configuration Management Database (CMDB)
Known Error Database (KEDB)
81
T/F: Map to field functionality is NOT supported for variables added inside a variable set
True
82
What plugins are required to install the Incident Management - Major Incident Management (com.snc.incident.mim) plugin?
Select 3 Answers from the below options.
- On-call scheduling (com.snc.on_call_rotation)
- Notify (com.snc.notify)
- Task-Outage Relationship (com.snc.task_outage)
- Incident Communications Management (com.snc.iam)
- Incident Updates (com.snc.incident.updates)
Task-Outage Relationship (com.snc.task_outage)
Incident Communications Management (com.snc.iam)
Incident Updates (com.snc.incident.updates)
83
What can you disable for knowledge articles from a Knowledge Base form?
Select 3 Answers from the below options?
Rating
Category editing
Commenting
Suggesting
Category editing
Commenting
Suggesting
84
Which of the following tables extend the task table?
Change Request [change_request]
Requested Item [sc_req_item]
Incident Task [incident_task]
Incident [incident]
Configuration Item [cmdb_ci]
Change Request [change_request]
Requested Item [sc_req_item]
Incident Task [incident_task]
Incident [incident]
85
If importing CI data for business services and servers on which they are deployed from excel, how many transform maps are needed to fully import data?
- 2
- 4
- 3
- 1
3
86
Which of the following is an Incident logging step in the Incident Management process?
- Investigation and diagnosis
- Incident categorization
- Incident escalation
- Initial diagnosis
Incident categorization
87
Which role is required to delete an incident?
Response:
- admin
- incident_manager
- itil_admin
- itil
itil_admin
88
Which of the following are true statements regarding the Service Catalogue?
(Select 3 Answers from the below options.)
- You can create new variables and request items in Workspace.
- You can enable users to request an item or service and track or approve requests on a mobile device.
- You can design a topic conversation in Virtual Agent by including reusable topic blocks to perform request submission tasks.
- You can use the AI-enabled search to quickly find relevant catalogue items in Service Portal and Now Mobile.
You can enable users to request an item or service and track or approve requests on a mobile device.
You can design a topic conversation in Virtual Agent by including reusable topic blocks to perform request submission tasks.
You can use the AI-enabled search to quickly find relevant catalogue items in Service Portal and Now Mobile.
89
Which field on the incident table automatically tracks the TOTAL elapsed time between when an incident is created until the time it is resolved?
- Duration [calendar_duration]
- Business Duration [business_duration]
- Business Resolve Time [business_stc]
- Resolve Time [calendar_stc]
Duration [calendar_duration]
90
What is eCAB approval in the Change Management lifecycle?
- Electronic approval by CAB members
- Emergency CAB approval
- Exchanging CAB approvers
- Email-based approval by CAB
Emergency CAB approval
91
Which of the following modules can support meeting facilitation, participation, and decision making for upcoming change requests?
- Change Schedules
- Standard Change Catalog
- Change Premium dashboard
- CAB Workbench
CAB Workbench
92
T/F: According to the OOTB implementation, you can only create normal change or emergency change from a problem, but not standard change.
False
93
What are the scenarios when you need to go back and continue the root cause analysis?
Select 3 Answers from the below options.
- Priorities change, and the previously accepted risk is no longer acceptable.
- The root cause analysis was not completed at the time of problem resolution.
- The fix that was applied did not correct the problem.
- The workaround stopped working.
Priorities change, and the previously accepted risk is no longer acceptable.
The fix that was applied did not correct the problem.
The workaround stopped working.
94
On what condition the delegated request experience is not supported?
- If a single request for an item was made on behalf of multiple users
- If two-step checkout is enabled
- If the request was made using the 'Request For' variable type
- If catalog items for self-service are restricted
If two-step checkout is enabled
95
T/F: g_scratchpad CANNOT be used in catalog items
True
96
Which of the following CAB Workbench feature allows you to specify when the CAB meeting is held, on which days, and how often?
- Refresh CAB Meetings
- Related Schedules
- Schedule Entries
- Agenda Management
Schedule Entries
97
When evaluating change request states in a script include, which is the preferred method for referencing a state?
- Use the State field value, such as -2
- Use the g_form.getValue function to retrieve the State field value
- Use the state name constant, such as ChangeRequestStateHandler.SCHEDULED
- Use the .getDisplayValue function to retrieve the State field value
Use the state name constant, such as ChangeRequestStateHandler.SCHEDULED
98
Which table is used to store request items?
- sc_requested_item
- sc_item
- sc_request_item
- sc_req_item
sc_req_item
99
What are the three different request methods in the Service Catalogue?
Select 3 Answers from the below options.
- Wish List
- Order
- Save
- Request
- Submit
Order
Request
Submit
100
Which of the following is a benefit of driving incident categorization by configuration item?
- It may require tailored scripting to set the assignment group.
- Requires fairly robust CMDB.
- Reduce the complexity of assignment rules by leveraging the Support group field on CI.
- CMDB must be kept updated and accurate, which usually requires Discovery or other integration.
Reduce the complexity of assignment rules by leveraging the Support group field on CI.
101
Which of the following statements is true regarding the permission that a user of itil role has?
- Users with itil role can update any incident except closed incidents
- Users with itil role can update any incident except closed and resolved incidents
- Users with itil role can update any incident
- Users with itil role can only update incident created by them
Users with itil role can update any incident except closed incidents
102
Which module within the DevOps application allows you to access your integrated planning applications along with their features and versions?
- Configure
- Test
- Plan
- Develop
Plan
103
What is the purpose of "Cascade Variables" checkbox in order guide?
- If checked, it automatically adds variables to all catalog items in an order guide with the same variable names in the order guide
- If checked, it auto-populates catalog item variables with names similar to order guide variables
- If checked, it prevents duplication of variable names in catalog items added to order guide
- If checked, it applies the same formatting used for order guide variables to all catalog items added to it
If checked, it auto-populate catalog item variables with names similar to order guide variables
104
What serves as a container for change requests and manages the execution of change management?
- Release management
- Configuration Management
- Incident Management
- Knowledge Management
Release management
105
What are the different levels for a request to be approved?
Select 2 Answers from the below options.
- Requested item [sc_req_item]
- Request [sc_request]
- Catalog Task [sc_task]
- Order guide [sc_cat_item_guide]
Requested item [sc_req_item]
Request [sc_request]
106
What form action on the Incident form updates an existing record and keeps the form open?
- Save
- Submit
- Insert
- Update
Save
107
Why it takes time for the workaround to appear in the linked incidents' comments when the "Communicate Workaround" is clicked in a problem?
- The query used to filter linked incidents is very complex and it takes time to run
- There's a scheduled job that runs every day at midnight to add the comment to linked incidents
- The system waits an action from the user to close the problem and then the workaround will be copied
- The "Communicate Workaround" uses an event which must be processed
The "Communicate Workaround" uses an event which must be processed
108
Which of the following fields does ServiceNow recommend to move to the Advance view of the catalog item form?
- No cart
- Shopping cart label
- Show shopping cart
- No subtotal
- Omit price in cart
No cart
Omit price in cart
109
What actions should be taken to avoid seeing two ‘Assign to me’ UI actions on the Incident table form if the UI action was customized?
(Select 2 Answers from the below options.)
- Override the value pointing to the Task UI action.
- Add an Overrides value for the customized table.
- Remove the Overrides value for the Incident table.
- Select task_assign_to_me from the Action name list.
Remove the Overrides value for the Incident table.
Select task_assign_to_me from the Action name list.
110
Which UI action can be selected on an incident or a problem record to check if you are part of the assignment group?
- Update Assignment Group
- Assign to me
- Auto Assign
- Reassign
- Create assignment rule
Assign to me
111
What represent the planned phases that a release will have, which are used to group the tasks required to carry out the release?
- Features
- Products
- Release Tasks
- Release Phases
Release Phases
112
T/F: The Requirements Workshop answers the questions "Where would we like to be, where do we start, and how do we get there?"
False
113
What factors does the Risk value in a change request account for?
Select 3 Answers from the below options.
- Number of resources needed to implement the change
- The complexity of the change
- Whether an outage is required
- Number and criticality of services affected
Number of resources needed to implement the change
The complexity of the change
Whether an outage is required
114
What audience can you share your Change Schedules with as an admin?
Select 3 Answers from the below options.
- Roles
- Departments
- Everyone
- Groups
Groups
Everyone
Roles
115
Configuration items (Cls) can be connected to each other. Terms such as Runs on, Depends On, or Contains are examples of a _____________.
- Relationship Type
- CI Attribute
- CI Dependency
- Related List
Relationship Type
116
Which of the following database views is useful if you need to create a report of the changes that were closed by category?
- change_request_metric
- change_request_category_metric
- change_request_category_sla
- change_request_sla
change_request_metric
117
What are the benefits of using Multi-source CMDB?
Select 3 Answers from the below options.
- Visualize the source of attribute values for each discovery source and at the attribute level.
- Control CI updates at the discovery source and CI attribute level.
- Complicate data management and data quality by querying on Multi-source CMDB data.
- Revert CMDB data integration from a specific discovery source.
Visualize the source of attribute values for each discovery source and at the attribute level.
Control CI updates at the discovery source and CI attribute level.
Revert CMDB data integration from a specific discovery source.
118
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?
- Use the getDisplayValue() method to retrieve the Label associated with the State field value.
- Use the value of the choice option, such as 2 to refer to a State of in Progress.
- If a Constant has been defined, such as Incident.State.IN_PROGRESS, use the Constant.
If a Constant has been defined, such as Incident.State.IN_PROGRESS, use the Constant.
119
T/F: A group can have a parent group
True
