ServiceNow ITSM
Implementation Certification
Exam Questions with Correct
Verified Answers Latest Update
(2024/2025) Guaranteed Pass
1. When defining a new CMDB class what is critical? - ANS ✓It is
critical to determine the appropriate place in the class hierarchy
2. Where are CI relationships stored? - ANS ✓CI Relationships
[cmdb_rel_ci]
3. What are the common ci relationship types? - ANS ✓-Connected
by::Connects to
-Contains::Contained by
-Depends on::Used by
-Hosted on::Hosts
-Runs on::Runs
-Used by::Uses
4. How can you navigate to the CI Relationship data? - ANS ✓Type
cmdb_rel_ci.list in the filter navigator. there is no module that links to
the table.
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5. If importing a spreadsheet containing Business Services and
Servers how many transform maps will be required to establish
the relationships? - ANS ✓Three transform maps will be needed,
one for the business service, one for the server and one for the
relationship.
6. What would a transform map to populate relationship data
between business services and servers look like? - ANS ✓-Parent
= Business Service
-Child = Server
-Type = (scripted source) answer="Depends on::Used by";
7. Implementing incident and service level management can help
you do what? - ANS ✓-Restore service as quickly as possible
-Minimize service impact to operations
-Escalate critical incidents to the correct groups
-Better identify and prioritize incidents to resolve them more quickly
-Route incidents to the correct group for faster resolution.
8. What are the incident life-cycle process high-level steps? - ANS
✓-Creation and classification
-Investigation and diagnosis
-Resolution and closure
9. What is involved in incident life-cycle Creation and Classification
step? (Process review) - ANS ✓-Create new or locate existing
incident record
-Define and classify incident details
-Assign incident
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10. What is involved in incident life-cycle Investigation and
Diagnosis step? (Process review) - ANS ✓-Locate assigned incident
and take ownership
-Diagnose the symptom(s) of the incident
-Investigate/research the incident
-Update incident activity
-Escalate (reassign), as appropriate, if additional support required
-Monitor progress of the incident resolution.
11. What is involved in incident life-cycle Resolution and
Closure step? (Process review) - ANS ✓-Restore service to
customer
-Update incident activity
-Communicate resolution to the customer
-Automatic or manual incident closure
12. What is involved in incident life-cycle Creation and
Classification step? (Configuration) - ANS ✓-Inbound Actions
-Record producers
-Form layout
-Categorization
-Prioritization
-Incident deflection
13. What is involved in incident life-cycle Investigation and
Diagnosis step? (Configuration) - ANS ✓-Routing and assignment
-SLAs
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-States
-Notifications
-Assignment groups
-Parent/Child incident behavior
14. What is involved in incident life-cycle Resolution and
Closure step? (Configuration) - ANS ✓-Time to close property
-Survey
15. What are the avenues for incident creation? - ANS ✓-
Employee self service portal
-Service portal
-Incident application
-Support chat
-Inbound email
-Integrations
16. In the baseline instance does a caller's VIP status drive
incident priority or any other process logic? - ANS ✓No - The VIP
callers name appears in red to be easily identified by service desk
staff.
17. What user attributes are displayed in the Caller field drop
down in the base configuration? - ANS ✓The users name and email
address
(this can be configured to show additional attributes such as company,
department etc) to do this you have to modify the ref_ac_column attribute
on the Caller field's dictionary entry
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