Database views must be used to report on Catalog Item variables.

False
True

What is normally done when a Root Cause and a Workaround are

idened for a problem to document the quickest known
resoluon?

Complete Investigation

Publish Workaround

Document a Known error

Document Five Whys

Complete RCA

The Incident Task [incident_task]/Change Task table is extended

from the ______________table.

Task [task]

Incident [incident]

Applicaon File [sys_metadata]

CMDB [cmdb]

The Requested Item [sc_req_item] table is extended directly from

the Task [task] table.

True

False
Where is the behaviour of priority data lookup dened for a
problem record?

Problem data table

Problem priority UI

Problem priority Script

Priority problem lookup record

In the baseline instance conguraon for incident management,

when impact = 3, low andUrgency = 3, low, the priority will be set to
5 planning.The customer requirement is to set the property to 4-
low, given these impact and urgencysengs. Where should this be
changed in the plaorm?

Priority calculaon business rule

Priority data lookups table

System property

Client script

Which of the following modules can be used to dene incident

priority rules?

System Policies > Rules > Incident Priority Lookup

System Policy > Rules > Data Lookup Denions

System Policy > Rules > Priority Lookup Rules

System Policies > Rules > Incident Priority Rules

What is the best pracce to use Incident State value in scripng?

Use a global constant incident.state_value

Which of the following are valid problem states? (Choose all that
apply)

New

On Hold

Pending

Cancelled

Fix in Progress

Your Problem Manager has a structured problem management

process, which includes a nalreview of the soluon implemented
and of the data regarding incident reducon. When aproblem
coordinator creates a new task, they should have a new opon for
Post Fix Review.Which module should you use to add another opon
to the problem task opon page?

Task Designer

Interceptors

Choice List

Problem Properes

A requested item may be associated with one or more Requests.

True

False
Which of the following are valid states for standard change request?
(Choose all that apply)

Assess

Implement

Scheduled

Authorize

Review

Which of the following are valid states for Requested Item Catalog
Task? (Choose all thatapply.)

Closed Skipped

Work In Progress

New

Pending

Open

Which of these roles has the ability to create change approval

policy?

Change_admin

Change_manager

admin

When a user selects Change > New, they are presented with
a ____________ to select thetype of change instead of being presented
with a new Change form.

Wizard

Splash Page

Interceptor
Interupte

Your customer wants to add a nocaon to the Change -

Emergency - Authorize Flow. What isthe rst thing you would do to
meet this requirement?

Create a copy of the baseline Change - Emergency - Authorize Flow,

and then edit thenew copy

Create a backup of the baseline Change - Emergency - Authorize Flow, and

edit thebaseline ow

Deacvate the baseline Change - Emergency - Authorize Flow

Unpublish the baseline Change - Emergency - Authorize Flow

Which key performance indicators can be inuenced by

eecve Problem Management?

% of high priority Problems

% of Incidents Resolved on First Contact

Average me to close a Problem

Average me to resolve a High Priority Incident

Which role is required to close a problem?

Puck_from_a_mudsummer_nights_dream

Itil_admin

itil

The system automacally closes problems

problem

he owner of the internal IT knowledge base has assembled a team

of subject maer expertswho are specially trained to create arcles
which comply with IT standards. These teammembers sll be the
only people allowed to contribute to the knowledgebase. Due
to theirtraining their arcles will not require approval before
publishing.What workow do you select for the IT knowledge
base?

Knowledge - Instant Publish

Knowledge - Skip Approval

Knowledge - Auto Approve

Knowledge – State Publish

Knowledge - Auto Publish

Knowledge Rangs are stored in the _____________ table.

Knowledge [kb_knowledge]

Knowledge Base [kb_knowledge_base]

Knowledge Searches [ts_query_kb]

Knowledge Feedback [kb_feedback]

A customer wants to add a new Catalog Item to the Service

Catalog.What process would be used to ensure the new item
is authorized?

Fulllment Management

Release Management

Conguraon Management

Change Management

Catalog Management

Which of the following CANNOT be performed by catalog_editor

role?

Update Catalog manager

Maintain Categories

Maintain Catalog Item

Update Catalog Denion

Which of the following CANNOT be performed by catalog_manager

role?

Create Catalog Task

Maintain Catalog Item

Update Catalog.manager

Maintain Categoris

When conguring stages in Flow Designer, what are some of the

opons that can be done?(Choose two.)

Stage labels and names can be changed

States for the requested item records can be renamed

Dene a Service Level Agreement for a stage

Esmated duraons can be set

How are Service Catalogs and Catalog Items related? (Choose two.)

A catalog item can be associated with one or more service catalogs

Access to catalog items is determined by the service catalog's assigned user

criteria

Service catalogs may contain mulple catalog items

A catalog item can only be associated with one service catalog

On the Change Record form, the process ow formaer is

used to _______.

Show the current state of change

Visually depict the Change Workow

Show state history of a change

Congure the change management lifecycle

Which one of the following workshops idenes the technical

requirements forimplementaon?

Implementaon workshop

Roadmap workshop

Technical workshop

Process workshop

Technical workshop and process workshop can be combined in one

workshop.

True

False

Which role has the ability to modify the cart layout?

itil_admin

Catalog_admin

Itil

Catalog_manager

Single view which species the CI class Hierarchy and table

denion

CI Class Manager

Dependency View

CI denions
What would you use to dene a common grouping of conguraon
items such as all webservers in Miami?

CI class

Dependent group

CSDM component group

Dynamic CI group

Which mechanism is used to set the number of days (integer) aer

which Resolved Incidentsare automacally closed?

Workow

Script include

System property

Business rule

What should you consider, when deleng demo category value?

Use elevate role to perform this acvity

Perform this acvity in your producon instance, then clone down to

development

Backup the demo data value to XML

Delete only the values associated with the Category eld

What is a disadvantage to displaying the assign to me buon on a

task record?

Users prefer to type in their name

The UI Acon does not verify that the user is the member of
the selected assignmentgroup

There are too many buons on the form header

Users forget to use the buon

User criteria' is not applicable on Knowledge bases

True

False

A Knowledge Arcle can be associated with mulple Knowledge

Bases.

True

False

Tester couldn’t nd the Create a known error arcle related link on
Problem record. Whatcould be the reason?

Tester didn’t impersonate as Problem_coordinator

Which of the following statements are true

The change models on the pinned tab on the change landing page
disappears aer 30days

The change models on the pinned tab on the change landing page
is determined bychange admins

The change models on the pinned tab on the change landing page must be
preapproved

The change models on the pinned tab on the change landing page is
unique to thelogged in user

Which of the following are valid problem tasks types? (Choose

all that apply.)
Root Cause Analysis

General

Implementaon

Assessment

Invesgaon

True or False: Conict Detecon must be triggered manually

for Changes using the CheckConicts UI acon.

False

Which of the following are congurable unauthorized change

properes? (Choose 2 answers)

Nocaon Recipients

Unauthorized change Dashboard widgets

Interval frequency for nocaon for same CI

CI classes to monitor

Which of the following are congurable unauthorized change

properes? (Choose 2 answers)

Nocaon Recipients

Unauthorized change Dashboard widgets

Interval frequency for nocaon for same CI

CI classes to monitor

What Knowledge base feature can you use to standardize the

secons and fonts on aknowledge arcle?
Arcle designer

Coaching loops
Templates

Arcle layout

A KCS arcle uses what feature on a knowledge arcle?

Autopublish workow

KCS metrics

Coaching feedback

Template

For the majority of Catalog Items, the customer requires Quanty

and Price to be displayed.However, for one Item, the customer
would like to omit these two elds. Which of thefollowing
approaches should be used to sasfy this requirement?

Set 'Use cart Layout ' to false on the Catalog Item and set both 'No
Quanty' and 'OmitPrice in Cart' to true.

Write a catalog client script for the item and use g_form.setDisplay() to hide
each eld.

Set both “No Quanty” and “Omit Price in cart” to true on the catalog item

Cart opons are set using system properes and cannot be changed for
individual items.

What are the states of items, created via catalog builder? (Choose 3
answers)

New

Published

Publishing

Draft
Submied

From a data model perspecve, which table is the base class for the
conguraonmanagement database?

Conguraon Item [cmdb_ci]

Asset [asset]

Base Item [cmdb_base_item]

Base Conguraon Item [cmdb]

How many classes extend the Base Conguraon Item [cmdb]?

None of the listed answers

Which applicaon or module enables you to create template for

service catalog item creaon?

Template Managemen

What is the purpose of "Cascade Variables" checkbox in

order guide?

If checked, it automacally adds variables to all catalog items in

an order guide withthe same variable names in the order guide.
If checked, it prevents duplicaon of variable names in catalog items added
to orderguide.

If checked, it auto-populates catalog item variables with names similar to

order guidevariables.

If checked, it applies the same formang used for order guide variables to all
catalogitems added to it.

Which of the following variables is NOT supported within a mul-row

variable set?

Email

Wide Single Line Text

Mul Line Text

Label

Which of the following are dened as release phase which is used

to group tasks required tocarry out the release? Choose 4 answers

Quality Assurance

Release planning

Deployment

Build and Test

Governance Review

Review and Close

Which module is used to provide details about the searches in

Knowledge Base?

Search Logs
Workow for a KB arcle is dened where? / Knowledge
Workow is dened at what level?

At knowledge Base level

VIP Caller on Incidents

VIP icon on the list view against the caller

Addinal nocaons are triggered for Assignment group and the manager
to

Incident priority is elevated

Caller value gets highlighted

In the baseline conguraon, SLA uses percentages of SLA duraon

to determine when tosend breach warnings and breach noce
nocaons.

True

False

For an incident, which of the following are used when calculang

the value of the BusinessDuraon eld?

SLA Schedule

Calendar duraon

Incident Auto-close system property

Incident state Duraon Metric

What feature would you recommend?

Change CAB Dashboard

CMDB Health Dashboard

CAB Taskboard

Change Overview
CAB Workbench

Which table does the "Knowledge Base" table extend from?

Task

None of the listed answers

Kb_knowledge_core

Kb_knowledge

The knowledge [kb_knowledge] table is extended from ______________.

Conguraon item [cmdb_ci]

Task [task]

Knowledge base [kb_knowledge_base]

No table; It is a Base Table

Which role can delete incident record?

il_admin

Conguraon changes to the Change Management - CAB

Workbench Applicaon must bedone in the global scope.

FALSE

Which of the following is the goal of problem management?

Prevent problems and resulng incidents from happening,

to eliminate recurringincidents, and to minimize impact of incidents
that cannot be prevented.
Restore normal service operaon as quickly as possible and minimize the
adverse impactof incidents on business opera ons, thus ensuring that the
best possible levels of servicequality and availability are maintained.

Detect and correlate operaonal alerts or communicaons generated by

infrastructureitems to manage operaons and prevent problems in
the environment.

Manage improvement to IT processes and services in order to increase

eciency,eecveness, and cost-eecveness.

Which of the following outlines the ways changes may be related to

incidents?

Incidents may be caused by changes. Invesgaon of incidents may

indicate the needfor a change.

Incidents cause changes. Invesgaon of changes may indicate the need for
incidents tobe generated.

A change is required to invesgate the cause of an incident.

Incidents and changes are separate processes that have lile interacon.

In the baseline plaorm conguraon for an Emergency Change,

__________ is requiredbefore a Change can be scheduled.

Conguraon Item idened

CAB Approval

Peer Approval

Juscaon, Change Plan, Test Plan, and Execuon Plan

By default, CAB Approval is only requested for normal changes with
moderate to high risk

True

False

Which of the following is NOT a way Service Catalog Requests may

be submied in a baselineServiceNow instance?

From the Service

From the Service catalog

From an inbound email

From an incident record

In the baseline conguraon for Change Management, how do

users access approvedStandard Change templates?

Browse for standard changes within the technical catalog

Apply a template to a new Change form

Standard Change proposal table

Standard Change catalog

In the baseline plaorm conguraon, if a Change approver rejects

an approval for a normalchange, what will the State of the Change
be set to?

Rejected

New

Assess

In the baseline plaorm conguraon, a end-user with no assigned

roles can read an Incidentwhen they are

Caller or the Caller’s Delegate

Opened by or the Conguraon item’s business owner

Caller, Opened By or on the Work Notes List

Caller, Opened By or on the Watch List

What kind of end user would be able to close and incident even
though they have no roles?

Caller if the incident

Which of the following is NOT a method for creang Knowledge

Arcles within ServiceNow?

Import from a Microso Word document

Generated from Incident or Problem records

Generate from a Schedule Report with a Target = Arcle

Direct creaon by a user with the ‘knowledge’ role

Primary tables associated with Request Fullment begin with the

prex _______________ ?

req_

rm_

rf_

sc_

What is the minimum role required to delete a Problem?

problem

itil

admin
itil_admin

What is the minimum role required to delete a CI?

itil_admin

Ecmdb_admin

Admin

itil

Which role has the ability to create a new CI class?

admin

itil_admin+itil

ecmdb_admin

app_admin

Change Management uses the workow engine by default to

facilitate approvals andprocessing for each type of Change,
including Emergency, Normal, and Standard.

True

False

Every Catalog item uses the same workow to manage

approvals

True

False

To manage approvals on individuals catalog items, what table

should the workow run on ?
Task [task]

Catalog Tasks [sc_tasks]

Requested item [sc_req_item]

Request [sc_request

If you hover over the reference icon for a Caller, and a sys_popup
view hasn’t been congured,which view is used?

Tool_p
Reference_view
Default
Mobile

How are Addional Comments and Work Notes intended to be used

in nocaons?

Addional Comments – communicate with end users; Work Notes –

communicate withIT sta

Addional Comments - communicate with IT sta and end users; Work Note
– systemgenerated log of update

Addional Comments - communicate with IT sta; Work Notes

- communicate with endusers

ServiceNow merely oers both so customers may choose whether to

use one, both, orneither

Which of the following represents how Knowledge Management

subscripons and arcleversioning are enabled?

Knowledge Base sengs on each Knowledge Base

Customizaons to Knowledge Management

Features are enabled by default in baseline Jakarta instances

Acvaon of the Knowledge Management Advanced Plugin

Which plaorm feature is used to determine whether an Incident
meets the condions forFirst Call Resoluon?

Benchmark

First call Resoluon eld

Metric

Business Rule

What is the purpose of "reassignment_count" eld in incident

table?

It stores the number of mes the "Assigned to" value changed.

It stored the number of mes the incident was reassigned to the caller.

It stores the number of mes the "Assignment group" value

changed.

It stored the number of mes the incident was reopened by the caller.