ServiceNow Week 4

A CI is…

• Content Item
• Configuration Item
• Componet Interface
• Content Interface

Pick the default change types in ServiceNow change modules. Select all the correct answers.

• Standard
• Latent
• Expedited
• Emergency
• Normal

What is the incident module used for?

• To record requests
• To record issues
• To record changes to the system
• To record recurring issues

What is used in ServiceNow to measure and track the level of service provided by a company?

• Incident
• Request
• SLA
• Change

What does the problem record identifier or ticket number start with?

• PRB
• PBM
• PBI
• PRM

What field on the incident form is used to capture the affected user information?

• User
• Requested for
• Reported by
• Caller

How is the priority value on Incident form determined?

• Based on user who reported the issue
• Based on impact and urgency field values
• Based on business service field value
• Based on category of ticket

What does CAB stand for in change management?

• Change Approval Board
• Change Advisory Board
• Customer Advisory Board

What process is used to track all the components used to deliver an IT service?

• Incident Management
• Problem Management
• Change Management
• Configuration Management

Pick all the valid CI types

• Server
• Switch
• Router
• Car