How do you define the content that is tracked and displayed in all Incident record activity streams ?

Configure the available fields from the Activity stream filter

Configure the Activity stream client script

Configure the incident form design

Configure the dictionary entry for the Activity stream

What happens if an agent hovers over the reference icon next to the caller field on an incident record and there is not a sys_popup view defined for the [sys_user] table ?

The default view of the User form is displayed

There will be no reference icon if there is no sys_popup defined

Only dot-walked fields will be displayed

A tester has submitted a bug report, because at no point in the Problem lifecycle, does the Create Known Error article link appear under Related Links. Also, they notice there is no Known Error knowledge base in the instance. What might be the cause of this ?

The Problem Management Best Practice - Madrid - Knowledge Integration plugin has not been activated

Tester is not impersonating Problem Coordinator

The sn_known_error_write role is required to see the Create Known Error article link

The customer did not pay the bill for Knowledge management

The requirement was not in the stories

What are the Release types available on the baseline release record ?

Major, Minor, Upgrade, Emergency, Maintenance, Patch

Alpha, Beta, Snapshot, Nightly, Milestone, Release Candidate

Standard, Normal, Prototype, Patch

What are key relationships between Changes and Incidents ? (choose two)

Incidents can be caused by a Change

Incidents autoclose upon closure of a related Change

Incident owners are part of the change approval workflow

What is the trigger for the Change - Normal - Assess Flow ?

A Change request using the Normal Change model is moved to the Assess state

A Change request using the Normal Change model is Low Risk, and is moved to the Assess state

A Change request using the Normal Change model is Assigned to a group

A Change request using the Normal Change model is created

The current status of a problem record is tracked in the State field. Each state has a label, value and constant. This example is for Fix in Progress state: Label: Fix in Progress - Value: 104 - Constant Problem State STATES.FIX IN PROGRESS Your customer wants to add a prerequisite for moving out of the Fix in Progress state. When you update the script include which value is better to use in the script ?

ProblemState.STATES.FIX_IN_PROGRESS

104.ProblemState.STATES.FIX_IN_PROGRESS

Your customer wants to use Incident Tasks on Incident records. But for efficiency reasons, they want to automatically close all Incident Tasks when the parent Incident is closed or canceled. How could you meet this requirement ?

On Incident Properties, for Close open Incident Tasks when Incident is closed or canceled, select Yes

Enable system property com.snc.incident.incident_task.closure

On Incident Properties, for Close open Incident Tasks when Incident is closed or canceled, select Yes

Edit system property com.snc.incident.autoclose.basedon.resolved_at

Which baseline Change Flow automatically generates a Change task, for Post Implementation Review ?

Change - Major Incident - Authorize

What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting ?

Count of Completed Changes per Month, by Change Type

Count of Completed Changes per Month, by Category

What are key relationships between Change and Problem records ?

A Problem can be solved by a Change

A Problem must be associated with a Change, before it can be closed

Changes which cause Incidents, should have an associated Problem

Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services. What should you do to satisfy this requirement ?

Add a new Decision to the Normal Change Approval Policy

Add a new Decision to the Normal Change Workflow

Add a new Change Approval Policy

Add a new Policy Input to the Normal Change Approval Policy

What are key relationships between Change and Release Management ? (Choose three.)

A Release can contain one or more Changes

Change includes planning and approvals; Release includes building, testing and execution of changes

Change management provides governance, which includes Release management

Release management application is required, to use the Change management application

A Change can contain one or more Releases

The key stakeholder for your ITSM implementation wants to have SLAs on every Task record. What advice do you give regarding SLAs on Problem records ?

SLAs may be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take

SLAs are available for problem management, but require custom code

SLAs are essential to problem management, as support specialists need to quickly identify root causes

SLAs are recommended in the ITIL framework for problem management

How are Features related to Products and Releases ?

Products have associated features, which are organized into releases

Products use features to define release types

Features are included in releases, not associated with products

Emergency releases can include products and features

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 ?

The agent is prompted to select the Assignment group

An error is displayed indicating the agent must manually assign the incident

The Assignment group field automatically populates with the agent's primary group

The Assignment group field will not populate

You have just released a new Change Model to the testers. Testers report they can see the old change models, but cannot see the new change model on the change landing page. What could cause this ?

New change model needs Active to be set to True

New change models are only visible to Change Managers

Testers need itil role to see the change models

Workflow has not been published

On a Normal Change Model, what are some examples of the Model State Transitions that are defined for the Authorize state ?

Authorize to Canceled, Authorize to New, Authorize to Scheduled

Authorize to Implement, Authorize to Assess, Authorize to Review

Authorize to Scheduled, Authorize to Closed, Authorize to New

Authorize to Draft, Authorize to Assess, Authorize to Review

Your customer wants Problem records to be assigned automatically to the Support group associated with the CI on the problem record. Which business rule already satisfies this requirement ?

Populate Assignment Group based on CI/SO

Populate Assignment Group based on Cl Support Group

Problem Assignment Group based on CI Support Group

A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis. What would be the next step for this problem ?

Problem Manager clicks Re-Analyze on the Problem record

Administrator clicks Re-Open on the Problem Record

Problem Assignee clicks Re-Open on the Problem record

If 7 days has passed, since the Problem was closed, it cannot be re-opened

What are the components of a Flow Action ?

Inputs, Action Steps and Outputs

Processes, Subprocess and Action Steps

Inputs, Processes, Subprocesses, and Outputs

ITSM3

Authored by Ada Burcan

Professional Development

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MULTIPLE SELECT QUESTION

15 mins • 1 pt

What functionality can be used to define the sequence of activities that should be taken to complete catalog items ? (choose two)

Activity May

State Transitions

Workflow

Flow

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

Where are the technical approvals defined, that are executed in the Change - Normal - Assess flow ?

Change Approval Matrix

Change Assess Approval Subflow

Change Approval Subflow

Change Approval Policy

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

Which property on an order guide will pass variables from one item to another item with equivalent variables ?

Cascade Variables

Mirror Variables

Share Variables

Waterfall Variables

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

Why don't Problem records automatically move from Resolved to Closed after the fix is implemented ?

There is a scheduled job that automatically moves Resolved problems to Closed after 7 days

There is no Closed state. Problem records are moved to Completed

It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record

It is designed to follow the ITIL4 standard

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

In the life of a Problem record, there are opportunities to click the Re-Analyze button and move backwards in the lifecycle. When you click the Re-Analyze button, what state is set on the problem record ?

Fix in Progress

Assess

Root Cause Analysis

Draft

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

Your customer has an external system, which is used to perform changes. Your customer wants to capture these changes in your instance for reporting and CMDB maintenance purposes. What baseline Change Model supports this scenario ?

Retroactive Changes

Unauthorized Changes

Change Registration

Automated Changes

Cloud Infrastructure

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

Which type of catalog item may be found in a Service Catalog ?

Execution Plans

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ITSM3

What functionality can be used to define the sequence of activities that should be taken to complete catalog items ? (choose two)

Where are the technical approvals defined, that are executed in the Change - Normal - Assess flow ?

Which property on an order guide will pass variables from one item to another item with equivalent variables ?

Why don't Problem records automatically move from Resolved to Closed after the fix is implemented ?

In the life of a Problem record, there are opportunities to click the Re-Analyze button and move backwards in the lifecycle. When you click the Re-Analyze button, what state is set on the problem record ?

Your customer has an external system, which is used to perform changes. Your customer wants to capture these changes in your instance for reporting and CMDB maintenance purposes. What baseline Change Model supports this scenario ?

Which type of catalog item may be found in a Service Catalog ?

Incident management includes limited functionality for what advanced reporting capability ?

ServiceNow contains a resource with information about all services. It is used to support the sale and delivery of services to employees and customers. It includes information about deliverables, options, prices, delivery and performance targets. What is this resource called ?

How do you define the content that is tracked and displayed in all Incident record activity streams ?

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