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ServiceNow ITSM Implementation Certification Exam Questions With Complete Solutions
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ServiceNow ITSM Implementation Certification Exam Questions With Complete Solutions
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ServiceNow ITSM Implementation Certification ExamQuestions With Complete Solutions
_____ is related to management of items _____ is related to
financial cost etc of hw & sw Correct Answer -Configuration,
Asset
A container split is required between container start/end to
create columns - T/F Correct Answer False - If the layout is
specified on the container start then no container split is
required.
A container split is required between container start/end to
create columns. T/F Correct Answer False - You can use layout
A customer has a requirement to allow staff to copy existing
Changes. However, they want to add the Work Notes List field
to the fields included in the copy operation. Which approach is
recommended to satisfy this requirement? Correct Answer
Validate that the 'Enable Copy Change feature' property is set to
true and add the field to the 'List of attributes (comma-
separated) that will be copied from the originating change'
property
A group record has what relationships in terms of foundation
data? Correct Answer Group:
-Can have zero to many members
-Can have zero to many roles
A parent Incident is updated to reflect a new Assignment Group,
Work Notes, and related Problem. Corresponding field updates
,to child Incidents include ________. Correct Answer Work
Notes
A record is added to the _______ table each time a Knowledge
article is viewed. The record includes fields to identify the user
who viewed the article and whether the article was attached to a
Task. Correct Answer Knowledge Use [kb_use]
A user record has what relationships in terms of foundation
data? Correct Answer User:
-Can have zero to many user roles
-Can be a member of zero to many groups
-Is associated to one location
-Is associated to one department
-Is associated to one company
Are CAB related fields shown on the standard change form?
Correct Answer No they are hidden by a UI Policy on standard
changes.
Are catalog items restricted to one catalog only? Correct
Answer No, catalog items can be associated to multiple catalogs
and categories
Best practice (Use code or not use code)? Correct Answer If
there is a system configuration that will allow you to achieve the
same result without using code always go the 'no-code' way.
As an example use Catalog Data Lookup instead of a catalog
client script where possible
,By default variable editors exist for what modules? Correct
Answer Incident, problem and change.
To create additional ones go to System UI>Formatters
Can catalog UI Policies be included in Variable Sets? Correct
Answer Yes
Can catalog UI Policies be used on Variables? Correct Answer
Yes as of Jakarta release these policies work on variables
included on item forms as well as variables displayed through a
variable editor on a record generated by the item.
Can g_scratchpad be used in Catalog Items? Correct Answer
No
Can Service Portal integrate with many or one knowledge
bases? Correct Answer One
Can SNC script includes be changed/configured? Correct
Answer No SNC script includes are not to be updated and are
read only
Categorization driven from by Configuration Item is usually
suited more for customers with what? Correct Answer
Customers with a robust and mature CMDB
CMDB aids ITSM processes by? Correct Answer -Providing
the capability to associate CI's to incident, problem or change
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 what ways? Correct
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)
Do (TC) Technical consultants attend requirements workshops?
Correct 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.
Do all baseline notifications have a message body and/or
template defined? Correct Answer No, many baseline
notifications do not have a message body or template defined.
Many of them only have a subject defined.
Do change approvers need a ServiceNow license if approving
only through email? Correct Answer Yes all change approvers
need a SN license even if they are approving only through email.
Do SLA work flows use percentages or actual time? Correct
Answer Percentages are used to time breach warning and
breach notice emails rather than actual time. This allows a
single, generic SLA work flow to work in most instances.
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