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WorksheetsCIS-ITSM-2
Total questions: 95
Worksheet time: 48mins
What is the minimum role required for a user to create an Emergency Change?
itil
change_manager
itil_admin
cab_manager
In Change Management, which record should be modified to restrict when a Change can move to a specific state?
UI Action for the State Transition
ChangeRequest Script Include
ChangeRequestStateModel Script Include
ChangeRequestStateModelSNC Script Include
A customer would like to modify the wording that appears when a user selectsChange > Create New. Which type of record must be adjusted?
Application Module
Change Type Data Lookup
Language File
Interceptor
Change Tasks generated by the Change Request - Normal Change tasksworkflow should include
All implementation tasks for a specific Change
Approval and scheduling tasks for Normal Changes
Standard, administrative tasks common to all Normal Changes
Automated tasks to be completed by the System Scheduler
When evaluating Change Request States in a Script Include, which is the preferred method for referencing a State?
Use the g_form.getValue function to retrieve the State field value
Use the State name Constant, such as ChangeRequestSateHandler.SCHEDULED
Use the .getDisplayValue function to retrieve the State field value
Use the State field value, such as -2
Which of the following statements is true when the Change Management - RiskAssessment plugin is enabled?
Both the Risk Calculator and Risk Assessment are used to determine Risk for a Change
Risk Assessment replaces the Risk Calculator to determine Risk for a Change
A Risk Assessment is required for all Normal and Emergency Changes
Risk is automatically calculated on update of a Change
Which of the following is NOT a method for creating Knowledge Articles within ServiceNow?
Import from a Microsoft Word document
Direct creation by a user with the 'knowledge' role
Generate from a Scheduled Report with a Target = Article
Generated from Incident or Problem records
Which of the following represents how Knowledge Management subscriptions and article versioning are enabled?
Features are enaled by default in baseline Jakarta instances
Customizations to Knowledge Management
Knowledge Base setting on each Knowledge Base
Activation of the Knowledge Management Advanced Plugin
Which mechanism is used to specify who can read Articles and who can contribute Articles in a Knowledge Base?
Access Control Rules
User Criteria
Filter Criteria
Knowledge Category Attributes
Which condition must be met to have a Knowledge Article display on the Knowledge Home Page in the Featured Content section?
A record must be created in the Featured Content [kb_knowledge_keyword] table referencing the Article and a keyword of the "homepage"
A record must be created in the Featured Content [kb_knowledge_keyword] tablereferencing the Article and a keyword of "featured_content"
The Article must have a 4star rating and be among the top 10 articles mostfrequently attached to Tasks
The Feature field on the Article must be set to true
What Knowledge Management capability allows users to ask and answer questions amongst peers within a Knowledge Base?
Feedback
Social Q&A
Connect Chat
Collaboration
How is access to Knowledge Articles administered?
User Criteria and Entitlements
Filter Conditions on the Knowledge Base
User Roles
User Criteria and User Roles
What are the primary record types in Configuration Management?
Relationship Type and Configuration Item (CI)
Asset Item (AI) and Relationship Type
Business Service and Configuration Item (CI)
Asset Item (AI) and Configuration Item (CI)
Given the class structure below, which types of CIs will be included in a reportrun against the cmdb_ci_computer table?
- cmdb ---- cmdb_ci ---- ---- cmdb_ci_hardware ---- ---- ---- cmdb_ci_computer ---- ---- ---- ---- cmdb_ci_server ---- ---- ---- ---- ---- ---- cmdb_ci_win_server ---- ---- ---- ---- ---- ---- cmdb_ci_linux_server ---- ---- ---- ---- ---- ---- cmdb_ci_unix_server ---- ---- ---- ---- cmdb_ci_pc_hardware
CIs defined directly in the cmdb_ci_computer and all child classes
CIs defined directly in the cmdb_ci_computer and all parent classes
Just CIs defined directly in cmdb_ci_computer
A customer has a requirement to include a Catalog Item to order Microsoft Access in several Categories so that users can find it easily. What is the best way to do this?
Add additional Categories in the Catalog Items Categories Related List
List the Categories in the Catalog Item's Description field
Build the item as an Order Guide
Copy the Catalog Item and associate a copy with each Category
On a Service Catalog Item, a customer has a requirement that the start_dateis before the end_date. Which approach is recommended to satisfy this requirement?
Create a Validation Script and associate it to the Item
Create a Catalog Client Script that triggers on Submit of the Item
Create a Catalog Client UI Policy that triggers on Load of the Item
Create a Business Rule that runs on Insert or Update of the Item
Which of the following can be used as a 'non-code' alternative for some Catalog Client Scripts to populate data on an Item?
Catalog UI Policy
Catalog Data Lookup
Variable Set
Catalog Client Script
For each Requested Item, a _________ enables the approval and delivery of that Item.
User Criteria
Catalog Item
Work Order
Workflow
A Requested Item may be associated with one or more Requests.
True
False
Which of the following Service Catalog records may serve as a container for multiple Requested Items?
Service Catalog Task
Request
Requested item
Catalog Order
The Requested Item [sc_req_item] table is extended directly from the Task[task] table.
True
False
Primary tables associated with Request Fulfillment begin with the prefix__________.
sc_
rf_
rm_
req_
Which one of the following represents the overall life cylce of a Request?
Approval -> Submittal -> Fulfillment -> Closure
Approval -> Submittal -> Delivery -> Resolution
Submittal -> Approval -> Resolution -> Closure
Submittal -> Approval -> Fulfillment -> Closure
In the baseline configuration for Service Catalog workflows, which of the following statements are true? Select all that apply.
Requests with a value over $1000 require manager approval
Approvals will be skipped if there are no members in the approval group
All Requested Items require manager approval
Execution plans are used instead of Workflows
Which type of records use the default Variables Editor (formatter) to display Catalog Item Variables on a form?
Requested Item records, Catalog Task record, and all Tasks created by Record Producers
Any type of Record created from Record Producers
Tasks created from Record Producers, Requests, Requested Items
Requested Item records, Catalog Task records, and Request records
Which of the following may NOT be published in a Service Catalog?
Content Item
Order Guide
Record Producer
Requested Item
Which type of Service Catalog component allows a user to describe their needs, choose options, and then check out ordering multiple items at once according to their selections?
Execution Plan
Catalog Item
Content Item
Order Guide
Which of the following is NOT a way Service Catalog Requests may be submitted in a baseline ServiceNow instance?
From an inbound email
From the Service
From an Incident record
From the Service Catalog
In knowledge management, which conditions must be met before the 'Import from Word' icon/ button appears on the Knowledge management Home page?
The Knowledge base must have the Enable Article Import field set to True
The user must have one of the roles specified in the Knowledge System Property 'List of roles (comma separated) that can import Knowledge Articles'
The user must meet the conditions in the Can Contribute User Criteria for at least one Knowledge Base OR have the knowledgde_admin role
The user must have the knowledge or knowledge_admin
When a user selects Change > New, they are presented with a ___________ to select the type of change instead of being presented with a new Change form.
Interrupter
Wizard
Splash Page
Interceptor
For the majority of Catalog Items, the customer requires Quantity and Price to be displayed. However, for one Item, the customer would like to omit these two fields. Which of the following approaches should be used to satisfy this requirement?
Set both 'No Quantity' and 'Omit Price in Cart' to true on the catalog item.
Cart options are set using system properties and can not be changed for individual items.
Write a catalog client script for the item and use g_form.setDisplay() to hide each field.
Set 'Use cart Layout' to false on the catalog Item and set both 'No Quantity' and 'Omit Price in Cart' to true.
Database views must be used to report on Catalog Item Variables.
True
False
Which of the following describes the purpose of User Criteria when used in the Service Catalog application?
Replace Access Controls to provide security to Requests.
Determine who can see Categories and Items
Pre-fill user preferences on Catalog order forms.
Determine who can see Catalogs and Items.
Which role is required to edit the Type field on a Change?
change_manager
admin
itil
Nobody
When evaluating Change request states in a script include, which is the preferred method for referencing a State?
Use the .getDisplayValue function to retrieve the State field value.
Use the state field value, such as -3.
Use the g_form.getValue function to retrieve the State field value.
Use the State name Constant, such as ChangeRequestStateHandler.SCHEDULED
In the baseline platform configuration of Change Management, which of the following are controlled by the Change Request - Normal workflow?
Risk Assessment, Change Task generation, Approvals
CAB Approvals, Conflict checking, Notifications
Approvals, Conflict Checking, Change Task Generation
Approvals, Notifications, RollBack
Which of the following statements are correct for Standard Changes. Select all that apply.
Standard changes are typically low risk and have detailed procedures
Standard changes don't have Change tasks
Standard Change procedures must be stored in a Knowledge base
Standard changes can be automated
When can a user (who has no assigned roles in the system) close an Incident?
When the user is the caller or on the Watch List and the Incident's state is
When the user is the caller and the Incident's state is not already Closed
When the user is the caller and the incidents state is Resolved
When the user is the caller and the Incident's state is not already Resolved
Which of the following can be used to standardize the body of Outbound email notifications?
Email Client
Email templates
Variable sets
Inbound Action
For an incident, which of the following are used when calculating the value of the Business Duration field?
Incident State Duration Metric
Incident Auto-close system property
Calendar duration
SLA Schedule
Which type of record may be used to initiate the process to deploy a fix to an incident?
Service Request
Change Request
Incident Resolution
Problem
Which of the following DOES NOT describe the purpose of CMDB?
Repository to store IT Service infrastructure components and relationships
Centrally managed and controlled 'system of record'
Critical analysis and decision-making tool to support impact analysis
Inventory of IT assets in stock and available to Users
Which of the following Service Catalog variabale types are not supported in Mobile interfaces? Select all that apply.
Html
Label
UI page
Lookup Selectbox
Container Start
The Requested Item table is extended directly from the Task table.
True
False
Which of the following statements are correct for Standard Changes and Standard Change Templates? Select all that apply.
Standard Changes do not require approvals
Templates can be used only for Standard Changes
Creation of a Standard Change Template requires approval
Standard Change Templates cannot include standard tasks
The requested item table is extended directly from the task table
True
False
Which of the following functions is NOT enabled by the Change advisory board (CAB) workbench?
View a calendar of planned changes
Document meeting notes and share with attendees
Define a schedule and related logistics for CAB meetings
Provide video and chat capabilities during CAB meetings
In the baseline platform configuration, the appropriate Workflow to be attached to a Change Request is determined based on _________ ?
System properties
Workflow conditions matching Change request field values
The workflow defined on the Change type record
The workflow field on the change request record
XML exports of Knowledge Articles include Text but DO NOT include attachments.
True
False
When viewed through a Service Portal, Service Catalog Items may be formatted with a maximum of two columns.
True
False
Which of the following conditions can be evaluated by Change Management Conflict Detection? Select all that apply.
Changes with overlapping schedules assigned to the same resource
Changes schedule outside of a CIs maintenance window
Changes scheduled during blackout time periods
Conflicts of all Affected CIs
Changes scheduled outside of normal business hours
Which two fields are used to calculate priority on an Incident?
Severity and Urgency
Impact and Urgency
Business Criticality and Urgency
VIP and Impact
When an end-user (with no roles in the platform) submits an Incident using the Self-Service interface or Service Portal, Related Search Results automatically display search results from Knowledge Bases and Service Catalogs. These Related Search Results are a form of __________ ?
Incident Avoidance
Incident Deflection
Live Agent Intervention
Service Marketing
Which type of record may be used to initiate the process to deploy a fix to an Incident?
Service Request
Problem
Incident Resolution
Change Request
Which feature can Service Desk Agents use to ensure that Knowledge Articles they attach to Incidents are Article that are appropriate to share with Callers?
Global Search
System Property - Restrict Articles to Callers
Search Groups - Caller Restrictions
Contextual Search - Search as
In the baseline platform configuration, a Configuration Item must be specified before Approvals are requested for a Change Request.
True
False
A Problem can be created from an Incident.
True
False
In the baseline configuration for Change Management, how do users access approved Standard Change templates?
Apply a template to a new Change form
Browse for Standard Changes within the Technical Catalog
Standard Change Proposal table
Standard change Catalog
Poorly managed and unplanned Changes often create high volumes of _________?
Incidents
Requests
Problems
Knowledge Articles
Which process role is responsible for the smooth operation of the Change Management process within an organization?
Change Sponsor
Change Manager
Change Implementer
Change Advisory Board
Configuration changes to the Change Management - CAB Workbench Application must be done in the global scope.
True
False
Which of the following is NOT a type of Article feedback that may be submitted by users?
Flag Article
Rate Article
Endorsed
Helpful (Yes / No)
Which of the following represents how Knowledge Management Article publishing is managed?
Any article submitted is automatically published
Each Knowledge Article follows its own Publish and Retire workflow
Publish and Retire workflows are set in the Knowledge Management System Properties
Each Knowledge Base follows its own Publish and Retire workflow
ServiceNow is limited to a single Knowledge Base for all users of the platform to access.
True
False
In the baseline platform configuration, the Post News Related Link on a Problem Record will generate Knowledge Article that includes information mapped from the Problem Record. What will be the Workflow state of the new Article?
Review
Published
New
Draft
Under which circumstances would a Knowledge Article Author set the Display Attachments field to false on an Article that HAS attachments?
The attachments are referenced Knowledge Articles
The attachments are images embedded and displayed within the Article text
The attachments are files that the Author would like to display as links for on the Article rather than having those files open / download automatically
The attachments should be downloaded / opened immediately rather without the Article text being displayed
Which of the following approaches is used to display a Variable from a Requested Item on a Catalog Task form?
In the Catalog Task Activity within the Item's fulfillment workflow, write a Script to retrieve and set Catalog Task field values
In the Catalog Task Activity within the Items fulfillment workflow, select variables to be displayed in the Variables on the Task Form field
In the Catalog Item, set Cascade Variables to true
In the Catalog Item, set Display Variables in Catalog Tasks to true
Which of the following is a potential benefit of implementing Incident Management?
Reduction in the time to fulfill Requests
Reduction in the number of Incidents caused by Changes
Reduction in the number of duplicate Configuration Items
Reduction in the time Services are unavailable
Which feature may be used to track trends related to the average resolution time by priority for Incidents compared to other customers in the same industry / number of users / region?
Benchmarks
Scheduled Reports
Reporting
Performance Analytics
Which platform feature is used to determine whether an Incident meets the conditions for First Call Resolution?
Benchmark
First Call Resolution field
Business Rule
Metric
Which field on the Incident table automatically tracks the TOTAL elapsed time between when an Incident is created until the time it is resolved?
Business Resolve Time [business_stc]
Business Duration [business_duration]
Resolve Time [calendar_stc]
Duration [calendar_duration]
Which of the following can be used to standardize the body of outbound email notifications?
Inbound Action
Email Client
Email Templates
Variable Sets
Which of the following outlines the ways Changes may be related to Incidents?
Incidents cause Changes. Investigation of Changes may indicate the need for Incidents to be generated
A Change is required to investigate the cause of an Incident
Incidents may be caused by Changes. Investigation of Incidents may indicate the need for a Change
Incidents and Changes are separate processes that have little interaction
On an Incident form, Category and Subcategory fields include a drop-down list of potential field values to allow users to categorize Incidents. Which table stores the list of potential field values displayed in these two fields?
Variable Category [item_option_category]
Choice [sys_choice]
Category [category] table and the Subcategory [subcategory]
Incident [incident]
In the baseline platform configuration, which Incident Management function is limited to users with roles of either itil_admin or admin?
Reopen Incident
Archive Incident
Delete Incident
Close Incident
In the baseline platform configuration, who can create Change Requests?
Only members of the Change Advisory Boards (CAB)
Users with the itil role or Change-specific roles
Anyone, even those not registered / logged in
Any logged in user
In which situation would an Order Guide be used?
Items have a complex fulfillment process
Multiple Items are typically ordered together
Administrators choose not to use Workflow
Administrators prefer user-friendly forms qith questions and answers
Which of the following components can be turned on or off in the Service Catalog Cart Layout?
Calculate Shipping
Delete Item
Quantity
Add to Wish List
User Criteria is used to determine who may order Items in a Service Catalog Category.
True
False
Which table is the base class for the Configuration Management Database?
Base Item [cmdb_base_item]
Configuration Item [cmdb_ci]
Asset [asset]
Base Configuration Item [cmdb]
Change Management uses workflow engine by default to facilitate approvals and processing for each type of Change, including Emergency, Normal and Standard.
True
False
Under which circumstances is it appropriate to leave a Problem record in a State of Known Error?
A vendor is actively investigating the Problem
The permanent fix is too costly and the documented workaround is sufficient
The root cause has not been established and approved
A Change is pending implementation
In Problem Management, when the State of a Problem changes to Closed/Resolved, what updates are made to the associated Incidents? (Assume associated Incidents have a State of On Hold and On Hold Reason of Awaiting Problem.)
The Work Notes field on each associated Incident is updated with details from the Problem Close Notes
No updates are made to associated Incidents. Service Desk agents must manually update all associated Incidents.
The "State" of each Incident is set to "In Progress" and the problem's "Close Notes" get copied to that related incident's "Work Notes" which will show in the incident's activity journal.
The State of each associated Incident is updated to ResolveResolution code is set to Solved (Permanently). Resolution notes are populated with details from the Problem Close Notes field
In the baseline configuration of Change Management, which fields are included when the Copy Change UI action is used to copy a Change Request?
Change Tasks, Impact, Attachments, Planned Start Date, Risk
Backout Plan, Category, Change Type, Attachments, Work Notes
Configuration Item, Change Tasks, Approvals, Risk, Attachments
Configuration Item, Change Tasks, Risk, Backout Plan, Category
In Change Management, what is the purpose of the Risk Assessment Survey?
Determine the Risk of the Change based on user responses to a Risk Assessment
Determine the Risk of the Change based on Risk Conditions
Survey CAB members to collectively assess Risk of each Change reviewed
Automatically survey the environment to analyze the continuity of services to assess Risk
In the CAB Workbench application, meeting notes and minutes are documented at the CAB meeting level.
True
False
True or False: Every Catalog Item uses the same workflow to manage approvals.
True
False
Which of the following is considered a best practice for managing the Valid To date for Knowledge articles?
Allow the authors of Articles to set the Valid To date of each individual Article
Determine the Valid To timeframe of your articles based upon the type of article and volatility of information in the article
Leave the Valid To dates to the default value of 2020-01-01
Do not set Valid To dates for Knowledge Articles
True or False: Within a Catalog Item, a 'Container Split' formatter is required between 'Container Start' and 'Container End' to split variables into columns.
True
False
The Knowledge [kb_knowledge] table is extended from _________ .
Knowledge Base [kb_knowledge_base]
No table; It is a Base Table
Configuration Item [cmdb_ci]
Task [task]
Which of the following statements is true when an Incident has several child Incidents?
No updates are synchronized between parent and child Incidents
All updates to parent Incident are reflected in child Incidents
Parent Incident updates to State, Comments, Work Notes, and Resolutions Code are
All updates to child Incidents are reflected in the parent Incident
If you hover over the reference icon for a Caller, and a sys_popup view hasn't been configured, which view is used?
mobile
tool_tip
reference_view
default
What is the minimum role required to delete a Problem?
itil
itil_admin
admin
problem
What is the minimum role required to delete a CI?
itil
itil_admin
admin
problem
What is the minimum role required to delete a CI?
itil
itil_admin
ecmdb_admin
admin
