ITSM Exam Questions ServiceNow
1. What module do you use to change the setting for the time between incident Resolution and Closure?
- A. ITSM Properties
- B. System Settings
- C. Incident Settings
- D. Incident Properties
- E. Resolution Properties
2. Your customer is using the baseline Create Incident Catalog Item and would like to add a few additional input fields. How should you update the catalog item?
- A. Edit in Catalog Item Designer
- B. Edit in Item Designer
- C. Edit in Catalog Builder
- D. Edit in Form Designer
3. By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?
- A. Incident SLA clock is un-paused
- B. Incident record is updated, per the action's script
- C. Auto-reply sent to sender, recommending they use Portal chat
- D. Incident record is re-set to state = attention required
4. When using the Email Client, what is the difference between an Email Template and a Quick Message?
- A. Email Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot
- B. Email Template is defined and automatically applied when the email form launches; Quick Messages are defined and then can be manually applied by the user
- C. Email Templates are included with ITSM; Quick Messages are new with Machine Learning
- D. Email templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role
5. Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)
- A. Modify the Incident Lifecycle flow to trigger from the Resolved date instead of the Updated date
- B. Update the incident_close UI action script
- C. From the Incident Properties application, set Enable auto closure of incidents based on Resolution date to Yes
- D. Modify the Incident Lifecycle flow to expire after 7 days
6. What tools are available to the assignee to help resolve an Incident? (Choose two.)
- A. Known Errors
- B. Resolutions from similar incidents
- C. CI Class Manager
- D. Incident Overview Dashboard
- E. Enterprise CMDB Dashboard
7. Your customer wants to use the Service Catalog to generate task-based records for end-user inquiries. What Service Catalog capability can you use to generate these records?
- A. Execution Plans
- B. Content Items
- C. Catalog Items
- D. Record Producers
8. When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number?
- A. New incident created from the message
- B. New interaction is created from the message
- C. Email is rejected and auto-reply sent to sender
- D. New case is created from the message
9. From which table, is the Incident table extended?
- A. Task [task]
- B. Task [sn_task]
- C. Ticket [ticket]
- D. Work [sn_work]
10. What optional Incident table is extended from the Task table?
- A. Child Incident [incident_child]
- B. Major Incident [major_incident]
- C. Incident Task [incident task]
- D. Parent Incident [incident_parent]
11. Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)
- A. Too many options may confuse users and increase mis-categorization
- B. Choices have no additional metadata to drive process
- C. It is difficult to implement
- D. It is not part of the baseline instance
12. When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)
- A. If selected CI does not have an Owner group, write the Support group from the Service Offering to the Assignment group field
- B. If selected CI has a Support group, write that group to the Assignment group field
- C. If selected CI has an Owner group, write that group to the Assignment group field
- D. If selected CI does not have a Support group, write the Support group from the Service Offering to the Assignment group field
13. On an incident record, where are the fields that appear on the caller lookup select box defined?
- A. The Caller lookup field on the [user] table
- B. The ref_ac_column attribute from the dictionary entry
- C. The ref_contributions attribute on the caller lookup form
- D. The form design of the caller lookup form
14. Where do you enable the Search as feature for an incident?
- C. Related Search Results table configuration
- D. Incident form design
- A. incident.deflection system property
- B. Incident Properties application
15. If the Assignment group is empty on an incident record, what happens when an agent that is a member of multiple user groups clicks the Assign to me UI action?
- A. An error is displayed indicating the agent must manually assign the incident
- B. The agent is prompted to select the Assignment group
- C. The Assignment group field automatically populates with the agent's primary group
- D. The Assignment group field will not populate
16. A problem record is the Parent to what record?
- A. Known Error
- B. Workaround
- C. Major Incident
- D. Problem Task
- E. Related Incidents
17. When you create a problem from an incident, impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don't want the values from incident to be copied over.
What module would you use to make this adjustment?
- A. System Policy > Rules > Priority Lookup Rules
- B. Problem > Administration > Problem Properties
- C. ITSM > Administration > Properties
- D. Incident > Administration > Incident Properties
18. As of Quebec, Problem task records will move automatically from one state, to another state, provided the required fields are filled. What are those states?
- A. Assess to Work in Progress
- B. On Hold to Work in Progress
- C. New to Assess
- D. Draft to Assess
- E. Work in Progress to Closed
19. A new problem manager wants to know how to create reports for monitoring problem management activities. What do you recommend they do before creating new reports?
- A. Submit a New Report Request via the service catalog
- B. Take the Performance Analytics fundamentals course
- C. Go to Reports > View/Run > All, then search for Problem reports
- D. Submit a request for the sn_report_creator role
- E. Turn on data collection jobs
20. Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot. How do you explain this?
- A. The technical resources working on the problem investigation are focused on the technical details, and may provide information that is not useful for the callers
- B. The problem coordinator is the only role with the ability to recall a message
- C. The problem coordinator is responsible for approving or rejecting the proposed message
- D. The message will be automatically displayed on the Portal
21. A user wants to know what makes the Known Error knowledge base in ServiceNow different from all other knowledge bases. How should you respond?
- A. The Known Error knowledge base documents problems that are under investigation, but not yet have a root cause
- B. Only users with sn_known_error_write can create Known Error articles
- C. Users with sn_problem_write can create known error articles, but not articles for other knowledge bases
- D. The Known Error knowledge articles use a template, which includes the Workaround and the Cause
22. Users with which role can Communicate a workaround or fix? (Choose two.)
- A. Solutions implemented reduce future incidents
- B. Published workarounds help quickly resolve incidents
- C. Problem investigations automatically triggered for multiple user incidents
- D. Incident managers authorize problem investigations
24. A tester reports a bug, because they submitted a Known Error article from a Problem record, but it is not visible from the Known Error database. What could cause this?
- A. The article is in draft state, but has not been published
- B. The Problem Management Best Practice - Madrid - Knowledge Integration plugin has not been activated
- C. The user criteria on the knowledge base is incorrect
- D. The tester is not impersonating an ITIL user
25. Where can a change manager define the conditions that must be met before a change request can move from one state to another?
- A. Model State Transition Conditions
- B. Dictionary Overrides
- C. State choices
- D. State conditions
26. Where can a change manager define the interval frequency for unauthorized change detection?
- A. The ci.change.unplanned business rule
- B. Event Processing Properties module
- C. Unauthorized Change Properties module
- D. Unauthorized change flow
27. Prior to Quebec, when you click Change > Create New, which page is displayed?
- A. Change Landing Page
- B. Change Form
- C. Change Catalog
- D. Change Wizard
- E. Change Interceptor
- Correct Answer: E
- A. Requirement Gathering, Design, Build, Roll-out, Unit Testing, User Acceptance, Pilot
- B. Scoping, Design, Develop, Deployment, Unit Testing, Integration, Pilot
- C. Analyze, Design, Development, Build, Roll-out, QA, User Acceptance
- D. Requirement Gathering, Design, Development, Build, Deployment, QA, User Acceptance
29. You have created a new Change model and added a new Approval Policy for that model. But the newly defined approval is not triggering. What could cause this issue?
- A. The business rule "Apply approval policy" on the change_request table has not been updated to include the new Approval Policy.
- B. The "Apply Change Approval Policy" action in the flow created for the new change model does not reference the new Approval Policy.
- C. The workflow that triggers the Approval Policy for the new model has not been created using the workflow editor.
- D. The system property "glide.ui.approval.policies" has not been updated to include the new Approval Policy.
30. In the Quebec release of Change management, what new architectural features were added?
- A. Catalog builder and Change Designer
- B. Change Flows, Change Designer and Change Approval Matrix
- C. Change Models, Change Flows and State Transition Models
- D. Change PIR Assessments, Change Designer and Change Approval Policies
31. In the baseline implementation, what are key relationships between Change and Configuration Item (CI) records? (Choose three.)
A. The CI Manager is part of the change approval workflow
B. One Change can be submitted for multiple CIs
C. Changes should reference at least one CI
D. The CI Support Group is responsible for change implementations
E. A CI can be affected by a change, even if it is not the CI being changed
32. In Change management, what allows customers to define condition based flows for a fit for purpose model?
- A. State Transition Models
- B. State Flows
- C. Workflows 2.0
- D. Conditional Change Models
33. By default, a business rule, causes the Assignment group to be automatically set. How is the group identified?
- A. Change group on CI record, or if empty, the Change group on the Service offering
- B. Support group on CI record, or the default assignment group for the user
- C. Support group on CI record, or if empty, the Support group on the Service
- D. Support group on CI record, or if empty, the Support group on the Service offering
34. What is the Business Rule that triggers automatic group assignment on Incident, Problem or Change requests?
- A. Populate Assignment Group based on CI/SO
- B. Auto-populate ITSM Assignment Groups
- C. ITSM Assignment Lookup Rule
- D. Automatic Assignment for ITSM
35. Your implementation has some legacy change types with workflows, and also some new change models. What option for Change Create New will support your scenario?
A. Change Landing Page
B. Change Overview
C. Change Interceptor
D. Change Catalog
Correct Answer: A
36. Which Change request fields are used in conflict detection? (Choose three.)
- A. CI Business criticality
- B. Planned end date
- C. Risk
- D. Planned start date
- E. Configuration item
37. What types of Conflicts are detected automatically on the Change request? (Choose three.)
- A. Conflict with Assignee Shift Schedule
- B. Conflict with Blackout Schedule
- C. Conflict with Company Holiday Schedule
- D. Another change for the same CI, at the same time
- E. Conflict with Maintenance Window
38. How are Releases related to Changes?
- A. Releases are comprised of one or more Changes
- B. Changes are comprised of one or more Releases
- C. Releases are implemented prior to Changes
- D. Changes are implemented prior to Releases
- User with the itil_admin role
- User with sn_change_write role
- User that have the write role OR that match the can write user criteria
- User that have the write role AND match the can write user criteria
- User with Admin role
40. Which workflow is defined as: Requests approval from a manager of the knowledge base before moving the article to the retired state. The workflow is canceled and the article remains in the published state if any manager rejects the request.
- A. Knowledge – Article Retire
- B. Knowledge – Retire Authorize
- C. Knowledge – Approval Retire
- D. Knowledge – Retire-Approval Required
- E. Knowledge – Instant Retire
41. What Knowledge base feature can you use to standardize the sections and fonts on a knowledge article?
- A. Article designer
- B. Coaching loops
- C. Templates Most Voted
- D. Article layout
42. What are the different ways a user can provide feedback on a knowledge article? (Choose four.)
- A. 10 Star scale
- B. Comment on Article
- C. Helpful?
- D. Flag Article
- E. 5 Star scale
- F. Pin Article
43. Which of the following roles has the ability to create and manage user criteria for service catalogs?
- A. catalog_admin
- B. itil_admin
- C. catalog_manager
- D. catalog_criteria_admin
- E. catalog_criteria_manager
44. Which catalog property allows users to save partially-completed requests to complete and submit at a later time?
- A. Edit cart layout
- B. Enable wish list
- C. Enable cart save
- D. User partial save
45. Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?
- A. Processes
- B. Flows
- C. Procedures
- D. Actions
- E. Scripts
46. Unless there are particular security requirements, what role is given to users that perform request fulfillment work?
- A. ITIL
- B. task_worker
- C. sc_fulfiller
- D. catalog_fulfiller
- E. fulfiller
47. What is an example of a good use case for an Order Guide?
- A. Order a set of Dishes
- B. Order a Custom Automobile
- C. Order a Technical Consultation
- D. Order a Couch
- E. Order a case of Laundry Soap
48. Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?
- A. On the Cart Layout, Columns tab, unselect Quantity column
- B. On the Catalog Item, Columns tab, unselect Quantity column
- C. On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity
- D. On the Catalog, Advanced View, unselect Use cart layout, select No quantity
- E. On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive
49. A manager wants to run a report on the Computer catalog items, to see how many requests are being made for the add on extra memory, as compared with those requiring only the base memory. How would you meet this requirement?
- A. Build report on SC Task table, Group by Variables for Computer > Extra memory
- B. Build report on Requested Item table, Group by Variables for Computer > Extra memory
- C. Build report on Task table, Group by Variables for Computer > Extra memory
- D. Build report on Request table, Group by Variables for Computer > Extra memory
- E. Build report on Catalog Item table, Group by Variables for Computer > Extra memory
50. Which record type would you use for an Ask a Question form that would generate an Incident?
- A. Record Producer
- B. Order Guide
- C. Linked Item
- D. Catalog Item
- E. Content Item
51. Which type of catalog item may be found in a Service Catalog?
- A. Requested Items
- B. Record Producers
- C. Categories
- D. Execution Plans
52. Which of the following objects on the Shopping Cart Widget can be displayed or hidden using Maintain Cart Layouts settings? (Choose two.)
- A. Quantity
- B. Requested by
- C. Price
- D. Shipping Address
53. Your customer wants a catalog to contain two items:
1. A request with 1 approval and 2 fulfillment tasks
2. A link to a knowledge article
What type of item would you use to satisfy the requirement for the Construction request?
- A. Catalog Item
- B. Content Item
- C. Record Producer
- D. Order Guide
54. When building multiple catalog items, which components would you evaluate for consolidation and re-use? (Choose two.)
- A. Sets of Variables
- B. Entitlements
- C. Icons
- D. Flows and Subflows
55. Which record type would you use for a Computer request?
- A. Record Producer
- B. Catalog Item
- C. Content Item
- D. Order Guide
56. What are the different ways a user can locate items in a service catalog? (Choose two.)
- A. Use the search on catalog or portal
- B. Navigate through the categories
- C. Use the Top Request or Popular Items widget
- D. Use the application navigator
58. Given the class structure shown below, which types of CIs will be included in a report run against the cmdb_ci_computer table?
- A. Just CIs defined directly in cmdb_ci_computer
- B. CIs defined directly in cmdb_ci_computer and all parent classes
- C. CIs defined directly in cmdb_ci_computer and all child classes
59. Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?
- A. Reports
- B. CI Class Manager
- C. Application Menus
- D. Dependency View
60. Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?
- A. Add a Show field to the base CMDB table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true
- B. Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms
- C. Create an Access control to hide the unnecessary CIs from the itil users
- D. Make a show/hide UI action to show only the desired CIs to the itil users