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ServiceNow ITSM Certification
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ServiceNow ITSM Certification
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ServiceNow CIS ITSMA 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? -
ANS-Add additional categories in the catalog item's Categories related list
A Knowledge Article can be associated with multiple Knowledge Bases. - ANS-FALSE
At what state can a Problem task NOT be canceled? - ANS-'New' state (page 185)
Best Practices for using service catalog categories include - ANS-Organize Categories
in a way that your audience will understand.
Catalog UI Policies may be applied to... - ANS-Variable Sets
Catalog Items
Change management uses the workflow engine by default to... - ANS-Generate change
tasks
Manage SLAs
Manage approvals
Change tasks can manually be added in the following states... - ANS-Implement
Authorize
Assess
Configuration items (Cls) can be connected to each other. Terms such as Runs on,
Depends On, or Contains are examples of a - ANS-CI Dependency
During which phase of the change management lifecycle are the following activities
performed?
• Record the planned schedule for when the change will take place
• Perform risk assessment and evaluate risk
• Describe relevant implementation plan, test plan and backout plan -
ANS-Implementation
Each of the Agent Workspace components can be configured by users with what role? -
ANS-workspace_admin (page 148)
,For portal users, what are the only two things they will see in the Related Search
Results? - ANS-Knowledge Articles and Catalog Items (page 90)
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? - ANS-A
Set "Use Cart Layout" to false on the Catalog item and set both "No Quantity" and "Omit
Price" in "Cart" to true.
From a data model perspective, which table is the base class for the configuration
management database? - ANS-Base Configuration Item [cmdb]
How can a user with itil roles resolve a problem? - ANS-Users with itil role CANNOT
resolve problems.
How can you allow creating change requests from inactive incidents? - ANS-It is not
possible to create change requests from inactive incidents.
How can you customize the process for normal change requests so that no approval is
needed from assignment group manager when the risk is low? - ANS-In the "Normal
Change Policy" policy, deactivate the "Low Risk Manager approval" decision.
How can you remove demo data? - ANS-You can request that through the HI portal
(page 29)
How can you see which record producers and catalog items are using a certain variable
set? - ANS-In the variable set, check the "Included In" related list.
How do you add restrictions on moving incidents from one state to another? -
ANS-Modify the IncidentState script include.
How do you automatically show the user employee number when searching for a user
in the caller field? - ANS-Modify "ref_ac_column" attribute for the Caller field (page 81)
How do you change the logic of calculating incident priority? - ANS-Modifying the
records in the Priority Lookup Rules table (page 86)
How do you customize the fields that appear when a user hovers over the reference
icon? - ANS-Create sys_popup view.
,How do you make an article visible in the featured content section? - ANS-Add the
article to the featured content related list in a knowledge base (page 55)
How do you make the problem state move to "Resolved" instead of "Closed" when the
"Accept Risk" button is clicked. - ANS-Change the value of problem property
"problem.acceptrisk.move_to_closed".
How do you show the template bar at the bottom of the incident form? - ANS-Click on
the "Toggle Template Bar" at the tope of the form (page 98; step 2)
How does the CMDB aid ITSM processes? - ANS-Identifying potential upstream or
downstream impacts.
Associating configuration items to incidents, problems or change records.
Identify the affected applications which helps in prioritization.
Identifying respective support and approval groups.
Provides CI relationship data to use for release planning and for knowledge
documentation.
(page 32)
How is access to knowledge articles administered? - ANS-User Criteria and User Roles
How many avenues are there to create a new incident and what are they? - ANS-5:
Portals, Incident Application or Workspace, Support Chat, Inbound Email, Integrations
(page 79)
How many classes extend from the Base Configuration Item table? - ANS-Over 500
classes
(page 34)
How many columns can a formatter contain in a variable set? - ANS-2 (page 103)
How to configure the fields to be copied from the original incident when an incident is
copied? - ANS-Modify the incident property "com.snc.incident.copy.attributes"
How will the system behave if "com.snc.incident.autoclose.based on.resolved_at"
property was set to No? - ANS-The auto-closure feature will run based on the updated
date.
How would you allow automatic closure of incident tasks once an incident is closed? -
ANS-Set property com.sn.incident.incident_task.closure to true
, If a change is linked to an incident, the incident's state will automatically change to On
Hold once the change is updated. - ANS-FALSE
If a group without any problem users is selected on the Problem record, what field will
not be able to be populated? - ANS-'Assigned to' field (page 183)
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? - ANS-3 (*Transform
map to populate business services in the Business Service [cmdb_ci_service] table
*Transform map to populate servers in the Server [cmdb_ci_server] table *Transform
map to populate the relationship between each business service and server)
In a baseline configuration, does the caller's VIP status affect the incident priority? -
ANS-NO (page 81)
In change management, what is the purpose of the Risk Assessment Survey? -
ANS-Determine the risk of the change based on user responses to a Risk Assessment
In change management, which record should be modified to restrict when a change can
move to a specific state? - ANS-ChangeRequestStateModelSNC Script Include
In incident management, to impose pre-requisites or limits for moving from one state to
another, where should the new logic be added? - ANS-IncidentState Script Include
In incident management, what states are considered active? - ANS-New, In Progress,
On Hold, Resolved
In Knowledge Management, where can user criteria NOT be used? - ANS-Roles field on
the knowledge article
In knowledge management, which conditions must be met before users can import
Word documents? - ANS-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.
In Problem Management, when using the Communicate Fix related link, which of the
following conditions must be met for the fix to be communicated? - ANS-The Fix notes
field is populated.
Incident is associated with the problem record.
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