Exam (elaborations)
ServiceNow ITSM Certification
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- Body systems
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- Body Systems
ServiceNow ITSM Certification
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ServiceNow ITSM CertificationAre catalogs able to be incorporated into service portal sites? - ANS-Yes
Are itil users able to move problems through their lifecycles? - ANS-No
Are itil users able to update problems and problem tasks? - ANS-Yes
As a best practice, should you refer to states by their values or by constants? -
ANS-constants
Can a knowledge article be associated to multiple knowledge bases? - ANS-No
Can categories be nested through parent-child relationships? - ANS-Yes
Can KB Articles be associated with CIs? - ANS-Yes, they are populated via a related
list. If you have Customer Service Management plugin enabled, an additional field is
added to the KB form to select CIs and can be used to restrict access.
Can knowledge bases be exposed through service portals? - ANS-Yes
Can problems be created from 3rd party intregrations? - ANS-Yes
Can you have multiple Knowledge Base owners for a single KB? - ANS-No
Can you setup a separate cart layout for a single catalog item? - ANS-Yes (uncheck the
'Use cart layout') on the item. This requires a form layout change by adding the Cart
Layout options fields to the Advanced view of the Item form.
Do you need a PA Premium License for basic Incident usage in Reporting application? -
ANS-No
Does Knowledge [kb_knowledge] extend from Task? - ANS-No
How are incidents generated? And which is the most common intake? - ANS-Portals,
Incident application or Workspace, Support Chat, Inbound Email, or other integrations.
Most common is through interactions (call, chat, walk-up, etc.) with the service desk.
,How are security roles auto-assigned? - ANS-Users are automatically assigned security
roles for managing a KB when they are the user in the Owner / Manager fields and
removed when changed.
How are stories in the backlog numbered? - ANS-According to the module, lab, and
task set. E.g. STRY030102 = Module 03, Lab 01, Task Set 02
How can administrators and catalog administrators design a home page? -
ANS-Customizing the catalog home page.
Adding, removing, and arranging categories.
Enabling content types.
Using catalog properties to provide additional control over behavior and appearance.
Using renderers to defined the appearance of categories.
How can Release Management be used effectively? - ANS-To coordinate releases as a
vehicle for planning release, composed of individual features.
How can you create Configuration items (CIs) in the CMDB? - ANS-direct manual
creation via the Configuration application modules, creation via service catalog
fulfillment processes, import from an external source, integration with 3rd party systems,
automated discovery tool(s), creation triggered from asset management, creation via
the change management process.
How can you map data/input to fields in record producers? - ANS-In the Script. e.g.
current.x = "", or current.y = producer.outage.getDisplayValue()
OR
On the variable record, select Map to Field checkbox
How do ITIL process interact with Knowledge Management? - ANS-Provide access to
KB articles via the service catalog (using content items), update KBs as part of change
implementation, provide troubleshooting information to resolve incidents, provide
workaround information to resolve incidents related to problems and known errors.
How do System Administrators determine which KBs are visible through the NOW
Mobile application? - ANS-By adding them tothe Mobile Employee Service Portal. This
is found by: Now Mobile App --> Knowledge Bases.
How do you access Agent Workspace? - ANS-Workspace Experience --> Workspaces
--> Agent Workspace Home
,How do you access Cart Layouts? - ANS-Service Catalog --> Catalog Definitions -->
Maintain Cart Layouts.
How do you access Notifications? - ANS-System Notification --> Email --> Notifications
How do you access SLAs? - ANS-Service Level Management --> SLA --> SLA
Definitions
How do you access Survey Triggers? - ANS-Survey --> Administration --> Trigger
Conditions
How do you active Major Incident? - ANS-Activate plugin Incident Management - Major
Incident Management (com.snc.incident.mim)
How do you add/remove fields copied from incident? - ANS-Problem properties -->
com.snc.create_from_incident.attributes (problem created from incidents properties)
How do you adjust priority rules? - ANS-System Policy --> Rules --> Priority lookup
rules
How do you configure a (i) or popup for a referenced field? - ANS-View is called
sys_popup. If none is configured for a table, it will use the default view. URL:
https://<your_instance_name>.service-now.com/table<table
name>.do?sysparm_view=sys_popup
How do you configure conflict detection properties? - ANS-Change --> Administration
--> Conflict Properties
How do you configure Major Incident rules? - ANS-Major Incidents --> Administration -->
Major Incident Trigger Rules
How do you configure Risk Assessment conditions? - ANS-Change --> Administration
--> Risk Conditions
How do you configure the form layout/views? - ANS-Click on the Additional actions
button and select: Configure --> Form Design or Form Layout
How do you disseminate a workaround for a problem? - ANS-Using the Communicate
Workaround UI Action on the problem to add it to the Incident's comments field.
, How do you edit your Risk Assessment forms? - ANS-Edit in Assessment Designer
related link on your Risk Assessment record
How do you explore the CMDB Hierarchy? - ANS-Configuration --> CI Class Manager
How do you find the base classes? - ANS-Configuration --> Base Items
How do you get to CI Relationships? - ANS-in the Filter navigator --> cmdb_rel_ci.list
How do you identify a table that is associated with service catalog? - ANS-Table names
start with sc_
How do you import a Knowledge Article? - ANS-Knowledge --> Import Article
How do you import CMDB data from a spreadsheet? - ANS-System Import Sets -->
Load Data
How do you track and manage improvements opportunities in ServiceNow? -
ANS-Through continual Improvement Management
How does change management interact with other ITIL processes? - ANS-provides
capability for standard changes to be recorded using the service catalog, relates to
incidents caused by or resolved by changes, relates to problems caused by or solved by
changes, updates CI records after implementing changes, updates Knowledge article(s)
after implementing changes, encompasses the build, test, and execution activities within
Release Management, Provides governance to automation via DevOps
How does inheritance work with CMDB Classes? - ANS-CMDB classes inherit attributes
from parent classes, but may also define new attributes at their own level.
How does problem management interact with the other ITIL processes? - ANS-resolve
a series of incidents related to the same issue by permanently solving an issue or
communicating a workaround, create a known error article for an existing problem which
has yet to be resolved, proactively monitor CIs and identify recurring issues, create a
change request to fix issues with a CI or list of CIs, problems may be the result of a
release and may also provide insight into release planning.
How does Release Management relate to other ITSM Processes? - ANS-Servers as an
input to updates and new items in the Service Catalog, servers as a container for
change requests and manages the execution of change management, leverages CMDB
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