WorksheetsITSM3
Total questions: 60
Worksheet time: 15hrs 0mins
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
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
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
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
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
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
Which type of catalog item may be found in a Service Catalog ?
Execution Plans
Categories
Content Items
Requested Items
Incident management includes limited functionality for what advanced reporting capability ?
Analytics Dashboards
KPI Reports
Machine Learning Metrics
Performance Analytics
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 ?
Service Portal
Service One Stop Shop
Service Map
Service Dashboard
Service Catalog
How do you define the content that is tracked and displayed in all Incident record activity streams ?
Configure the Activity stream client script
Configure the incident form design
Configure the available fields from the Activity stream filter
Configure the dictionary entry for the Activity stream
Your client indicates they would like a way to designate VIP callers on an incident form. How would you accomplish this ?
VIP Flag reference decorator
VIP Flash action script
VIP Flag field style
VIP Flag dictionary entry
What are the different ways a user can provide feedback on a knowledge article ?(4)
Comment on Article
5 Star scale
Helpful?
Flag Article
Pin Article
Your customer would like to add a field to the Something is Broken record producer form. Which formatter would you use to add the field ?
Record Producer Form Designer
Variable Designer
Form Designer
Default Variables Editor
Editor
Where should an admin go to view all of the search queries entered by users in the knowledge search ?
[kb_feedback] table
Knowledge queries application
[kb_view] table
Search logs application
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 ?
An error is displayed
There will be no reference icon if there is no sys_popup defined
Only dot-walked fields will be displayed
The default view of the User form is displayed
On a request form, the requester needs to indicate when they need to receive the item. What Variable type would you use for this information ?
Duration
Due Date
Date Picker
Date
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 ?
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
The Problem Management Best Practice - Madrid - Knowledge Integration plugin has not been activated
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, Emergency
Standard, Normal, Prototype, Patch
From a data model perspective, which table is the base class for the configuration management database ?
Asset [asset]
Configuration Item [cmdb_ci]
Base Configuration Item [cmdb]
Base Item [cmdb_base_item]
What are key relationships between Changes and Incidents ? (choose two)
A Change can resolve Incidents
Incidents can be caused by a Change
Incidents autoclose upon closure of a related Change
Incident owners are part of the change approval workflow
You have just upgraded your instance and have not migrated to multimodal change. Using the default settings, when you click on Change > Create new, what page displays ?
Change Interceptor
Change Overview
Change Form
Change Landing Page
What is the trigger for the Change - Normal - Assess Flow ?
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 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 ?
"Fix in Progress"
ProblemState.STATES.FIX_IN_PROGRESS
104
104.ProblemState.STATES.FIX_IN_PROGRESS
A new Problem Coordinator accidentally created several problem investigations that need to be deleted. What role is required to delete a problem record ?
problem_manager
problem_coordinator
problem_admin
sn_problem_delete
itil_manager
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
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
Enable system property com.snc.incident.incident_task.closure
Which baseline Change Flow automatically generates a Change task, for Post Implementation Review ?
Change - P1 - Review
Change - Emergency - Review
Change - Emergency - Authorize
Change - Emergency - PIR
Change - Major Incident - Authorize
What should you use to capture data in a grid layout on a catalog item ?
Cascade variable
Grid variable
Variable set
Multi-row variable set
Which record type would you use for a View Company Policies link that would redirect to a Knowledge Article ?
Record Producer
Knowledge Item
Content Item
Catalog Item
Order Guide
In release management, what controls the movement of the state from Scoping to Awaiting Approval ?
State model
Workflow
Manual state selection
Flow
What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting ?
% Unauthorized Changes
Count of Completed Changes per Month, by Change Type
Count of Completed Changes per Month, by Category
% Successful Changes
What are key relationships between Change and Problem records ?
A Problem must be associated with a Change, before it can be closed
A Problem can be solved by a Change
A Change can cause a Problem
Changes which cause Incidents, should have an associated Problem
When a user submits a service request from a catalog, what actions are triggered, based on the flow definition ?
Notifications
Action Specs
Access Controls
Tasks
Approvals
Released in Quebec, what tool enables the creation of templates for Catalog Items ?
Catalog Template Library
Template Management
Catalog Wizard
Catalog Builder
Template Builder
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution ?
Complete RCA
Document a Known error
Complete Investigation
Document Five Whys
Publish Workaround
Which role has the ability to configure and manage Incident Management properties ?
itil
itil_admin
incident_admin
incident_manager
When a Service Desk again shares a "How to" item with a customer, what type of record is being shared ?
How to document
Information item
Content object
Knowledge article
Where are the timeframe conditions for sending an SLA breach warning notification defined ?
SLA Properties application
SLA definition record
Default SLA flow
SLA trigger conditions
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 Workflow
Add a new Decision to the Normal Change Approval Policy
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.)
Release management application is required, to use the Change management application
A Release can contain one or more Changes
Change includes planning and approvals; Release includes building, testing and execution of changes
A Change can contain one or more Releases
Change management provides governance, which includes Release management
When building out a service catalog, categorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain categories ? (Choose three.)
itil_admin
catalog_builder_editor
catalog_editor
catalog_manager
catalog_admin
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 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 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 recommended in the ITIL framework for problem management
Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency.
Which module should you use to locate and update the Priority Problem Lookup record ?
Priority Rule Definitions
Choice Lists
Priority Matrix
Data Lookup Definitions
Which of the following catalog client script methods will modify the choice list options available to an end user on a catalog item ?
onSubmit
onSave
onLaunch
onLoad
A CAB manager is looking for a way to make their CAB meetings more organized and efficient. They want to be able to:
• Define CAB meeting agendas
• View change calendars
• Review, Approve or Reject changes directly from the change application
What feature would you recommend ?
CAB Workbench
CAB Taskboard
CMDB Health Dashboard
Change CAB Dashboard
Change Overview
How are Features related to Products and Releases ?
Products use features to define release types
Features are included in releases, not associated with products
Products have associated features, which are organized into releases
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 ?
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 agent is prompted to select the Assignment 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 Implement, Authorize to Assess, Authorize to Review
Authorize to Canceled, Authorize to New, Authorize to Scheduled
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
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 ?
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
Problem Manager clicks Re-Analyze on the Problem record
What are the components of a Flow Action ?
Indexes, Processes and Outputs
Processes, Subprocess and Action Steps
Inputs, Processes, Subprocesses, and Outputs
Inputs, Action Steps and Outputs
When defining SLAs for the service catalog, at what level is the SLA typically defined ?
Requested Item
Requested Item
Catalog Task
Request
The ability to authorize requests is enabled using a role which requires a user license. What is this role ?
approver
approver_user
sn_approval_write
sc_approver
Your customer wants to give secure access to business users to view problem records and reports for the products they support. When you install the ITSM roles plugin, what additional problem role is installed to support this requirement ?
sn_business_user
sn_problem_read
sn_problem_write
sn_problem_business_user
sn_service_owner
A new problem manager wants a high level view of the activities in problem management.
What module do you recommend ?
Problem > Overview
Problem > Dashboard
Problem > Process Health Dashboard
ITIL Manager > Homepage
Problem > Homepage
Your customer wants to limit the users who are able to see internal Network requests, to members of the Network department.
Which roles would enable you to make these required changes ? (Choose two.)
catalog_admin
catalog_editor
catalog_manager
user_criteria_admin
What actions can a user with the itil_admin role take in support of Change Management ? (Choose three.)
Manage Risk Conditions
Delete CAB Definition
Delete CAB Definition
Manage Risk Assessments
Delete Change
What are two effective measures of performance for the Problem Management process ? (Choose two.)
Number of Problem that have Breached SLAs
Average Problem Resolution Time
Problems older than 30 days by Priority and State
Percentage of Problem Resolution within SLA by Category
Which of the following options can a survey administrator define on an individual survey ? (Choose two.)
The ability for end users to decline survey assignments
Trigger conditions
Number of survey reminder notifications
Anonymize responses
Which table stores incident categories and subcategories ?
Incident [incident]
Category [sys_category]
Choice [sys_choice]
Task Category [task_category]
