ServiceNow ITSM Implementation Certification Exam With 100% Correct Answers 2024/2025 ServiceNow provides what key IT services? - answer✔✔-IT -Security Operati ons -HR -Customer Service -Building Business Services ITSM inculudes? - answer✔✔-Incident Management -Problem Management -Change Management -Request Fulfillment -and rely heavily on Knowledge Management and CMDB What are the types of workshops for ITSM - answer✔✔-Roadmap Workshop -Process Workshops -Technical Workshops -Requirements Workshops Roadmap workshop summary - answer✔✔-Create an actionable roadmap that guide the transition to the corresponding servicenow applications and answer the questions: Where would we like to be? Where do we start? How do we get there? Process workshop summary - answer✔✔Include high level discussion about the process best practices, identification of the existing processes and areas for improvement, a review of how the processes are supported by ServiceNow application as well as alignment of customer workflows to ServiceNow best practices. Technical workshop summary - answer✔✔Outline configuration options to control scale -ability, maintainability and performance. These interactive sessions are tailored to customer objectives and cover implementing and maintaining applications on the platform. Technical workshops identify the technical requirements for implementation. Who/what role can delete a change request? - answer✔✔itil_admin Who/what role can archive an incident? - answer✔✔itil What are the outputs of requirements workshops? - answer✔✔Draft stories and input for story creation Do (TC) Technical consultants attend requirements works hops? - answer✔✔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. When implementing SN, deleting demo data and loading foundation data is often a first step. Foundation data includes? - answer✔✔Companies Users Groups Roles Departments Locations etc... How can foundation data be brought into ServiceNow? - answer✔✔Manually in ServiceNow Integration i.e LDAP or Business syste m Imported. This foundation data is used to configure security, access, approvals and ITSM processes. A user record has what relationships in terms of foundation data? - answer✔✔User: -Can have zero to many user roles -Can be a member of zero to many grou ps -Is associated to one location -Is associated to one department -Is associated to one company What can be nested with parent child relationships in terms of foundation data? - answer✔✔Companies Departments Locations Groups A group record has what relationships in terms of foundation data? - answer✔✔Group: -Can have zero to many members -Can have zero to many roles CMDB aids ITSM processes by? - answer✔✔-Providing the capability to associate CI's to incident, problem or chang e 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 wh at ways? - answer✔✔-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) How many classes exte nd the Base Configuration Item [cmdb]? - answer✔✔Over 500 classes What is the base class for CMDB - answer✔✔base configuration item [cmdb] What do all technical CI's extend from? - answer✔✔Configuration Item [cmdb_ci] What do all NON technical CI's extend from? - answer✔✔base configuration item [cmdb] What ServiceNow tool can be used to explore CMDB classes? - answer✔✔CI Class Manager What should customers consider using when first beginning to design their CMDB? - answer✔✔Consider using the base classes fi rst
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