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ServiceNow 2024 ITSM Implementation Certification Exam
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ServiceNow 2024 ITSM Implementation Certification Exam
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ServiceNow 2024 ITSM ImplementationCertification Exam
A group record has what relationships in terms of foundation data? - ANS-Group:
-Can have zero to many members
-Can have zero to many roles
A parent Incident is updated to reflect a new Assignment Group, Work Notes, and
related Problem. Corresponding field updates to child Incidents include ________. -
ANS-Work Notes
A record is added to the _______ table each time a Knowledge article is viewed. The
record includes fields to identify the user who viewed the article and whether the article
was attached to a Task. - ANS-Knowledge Use [kb_use]
A user record has what relationships in terms of foundation data? - ANS-User:
-Can have zero to many user roles
-Can be a member of zero to many groups
-Is associated to one location
-Is associated to one department
-Is associated to one company
Are CAB related fields shown on the standard change form? - ANS-No they are hidden
by a UI Policy on standard changes.
Are catalog items restricted to one catalog only? - ANS-No, catalog items can be
associated to multiple catalogs and categories
Best practice (Use code or not use code)? - ANS-If there is a system configuration that
will allow you to achieve the same result without using code always go the 'no-code'
way.
As an example use Catalog Data Lookup instead of a catalog client script where
possible
By default variable editors exist for what modules? - ANS-Incident, problem and
change.
,To create additional ones go to System UI>Formatters
Can catalog UI Policies be included in Variable Sets? - ANS-Yes
Can catalog UI Policies be used on Variables? - ANS-Yes as of Jakarta release these
policies work on variables included on item forms as well as variables displayed through
a variable editor on a record generated by the item.
Can g_scratchpad be used in Catalog Items? - ANS-No
Can Service Portal integrate with many or one knowledge bases? - ANS-One
Can SNC script includes be changed/configured? - ANS-No SNC script includes are not
to be updated and are read only
Categorization driven from by Configuration Item is usually suited more for customers
with what? - ANS-Customers with a robust and mature CMDB
CMDB aids ITSM processes by? - ANS--Providing the capability to associate CI's to
incident, problem or change records
-Identifying the respective support and approval groups
-Identifying the business critical of affected CI's to aid in prioritization and escalation
-Identifying potential upstream or downstream impacts.
Creating CI's in the CMDB can be done in what ways? - ANS--Manual creation via the
Configuration Management application modules
-Creation via Service Catalog fulfillment processes
-Import from external source
-Integration with 3rd party systems
-Automated discovery tool(s)
Do (TC) Technical consultants attend requirements workshops? - ANS-Yes typically at
least one TC does and they demonstrate the 'as-is' functionality within each ITSM
application, encourages alignment with best practices and discourages
over-engineering.
Do all baseline notifications have a message body and/or template defined? - ANS-No,
many baseline notifications do not have a message body or template defined. Many of
them only have a subject defined.
, Do change approvers need a ServiceNow license if approving only through email? -
ANS-Yes all change approvers need a SN license even if they are approving only
through email.
Do SLA work flows use percentages or actual time? - ANS-Percentages are used to
time breach warning and breach notice emails rather than actual time. This allows a
single, generic SLA work flow to work in most instances.
Does [kb_knowledge] the article table extend from task? - ANS-No it does not extend
from task.
Does CAB recommendation drive change logic? - ANS-No this is for informational use
only and no logic is driven from it as well as no logic sets this value either.
Does CAB Required drive change logic? - ANS-No it does not. Instead the
determination if CAB is required is based on conditions set for each CAB definition.
Does VIP factor into determining the priority? - ANS-No
Even though there are business rules in place to keep states in sync, what is best
practice when using states with incident? - ANS-Use the State [state] instead of Incident
State [incident_state]. This is especially useful for reporting across multiple types of
tasks because state is at the task level
For usability what should you do to hide cascade variables when building an order
guide? - ANS-Create and onLoad catalog client script to hide the cascade variables.
This keeps it clean and neat on the user interface.
How are change conflicts determined? - ANS-The check Conflicts UI Action runs the
conflict detection logic manually and populates the results in the embedded list view.
How can foundation data be brought into ServiceNow? - ANS-Manually in ServiceNow
Integration i.e LDAP or Business system
Imported.
This foundation data is used to configure security, access, approvals and ITSM
processes.
How can implementing Request Management help you? - ANS--Allow employees to
request services and have those services delivered.
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