4 of 60.

What module do you use fo change the se'ting for the ime behwesn incsdent Resoaseon

and Closure?

System
CORECT
BC)
C.
0 Resolution Properties
ANSWER
D.
0 ITSM Properties

E.
6 Incident Properties

Mark this item for later review.

2 of 60. Your customer is using the baseline Creale Inadent Calalop Kem and would add

few additional input fields. How shouki you update the eataing dem?

A.
0 Edit ir: Form Designer

B. o> Edit in
Catalog item Designer CORRECT
C. Edit in Item Designer
NSWER? P
D.
6 Fait in Catalog Builder

"Mark this item for later review.

3of 60. By defauit, when using Inbound achons, what happens emad > receved whech has
an Incident watermark?

A.
0 Incident record is re-set to state = aitenbon required

B. Incident SLA clock is un-paused

C. USB Portal chat

Auto-teply sent to sender,
@
D.
0 Incident record is updated, per the action's script

CORECT
ANSWER B
Mark this item for later review.
4 ot 60. When using the Email Client, what is the diflercnu: between on Emaa 2

Quick Message?

A.
0 Email Templates are inniided sth (TS! Wark Metanqes
Machine Leaming

B. Email templates are defined by users with adman Quick Messages

are defined by users witn quick message admin cic
C.
() Email Templates are like forms that can dé sent to the caller {or

completion, Quick Messages are primanily used by the Chat

D.
0 Email Template is defined and automaticaly appked when emad form

launches; Quick Messages ere defined ard then can be manually appbed

by the user

Mark this item for later review

Correct Answer: D
5 of 60. Your customer wants incidents to close automatically 7
days afer nore 11

resolved. How do you meet thie requirement?

answers

Modify the Incident Lifecycte

flaw tu expre after 7 days

From the Incident Properties applicaton, set Enable auto dasure

incidents based on Resolution

to ingger from tye Resotved date
C Modify the incident Lifecycle fiow
instead of the Updated date

Update the incidentclose UI

Correct
Mark this item for later review.
Answer : A,B
6 of 64. What tools are available to the assignee to help resolve 5219 incident?

Choose 2 answers
A. Resolutions from simiar inoxderts

B.
e Known Errors

C.
() Ci Class Manager
D. Enterprise CMDB Dashboard

Incident Overview Dashboard Correct

Answer: A,B
™ Mark this item for later review.
i
7 of 60. Your customer wants to use the Service Catalog to genera'< task based recortis end-

user inquiries. What Service Catalog capability can jou 6 generate these records?

A.
0 Record Producers

B. Content Items
@
C.
0 Catalog Items

D.
() Execution Plans Correct Answer :
A
Mark this itam tor later review.
8 of 60. When using Inbound Email Actions. what happens # ar: emad is re.

walermark or reference number?

A.
0 New interaction is created from the message

B. New incident created from the message

@
C. Email is rejected and auto-reply sent to sender
@
D.
0 New is te message

Mark this item for later review.

Correct Answer
e
B
5 of 60. From which table, is the Incident tatte extended?

A. Task {sn_task]

B.
0 Work

Ticket fticket
C.C)
Task [task]
Correct Answer : D
D.
0

"Mark this item for later review.

 from tre Task table?
10 af 64. What optional Incident tabie is extended

A. Incident Task fincident_task}

B.
0 Parent incident [inc: dentparent}

C.
C
D.
0 Child Incident fincident_chdid)

Mark this item far later review

Correct Answer
A
11 0f 60. Category and Subcategory values gat manually on tie inadent form. What 2'>

disadvantages o! this approach?

Choose 2
Correct Answer
A.
0 it is dificult to impiemnt

no additonal metadt to B,D

it is not part of the baseline instance

D. Too mary options may confuse users and increase mes-categorizabon

Mark this item for later review.

12 of 60 When using the baseline business rule, Populate Assignment Group based on CIIGO,
what behavior would you expect or: an Incident form?

Choose 2 answers
A if selected Cl has a Owner group, wnte that group to the Assignment

group field
B If selected ci does not have a Support group, write the Support qroup
(1)
from the Service Offering to the Assignment group fisic

C. lf selected Cl does nct have a Owner group, write the Support group
from the Service Offering to the Assignment group field

0.
0 lf selected Cl has a Support group. write thai group to the Assignment

group field

You must select exactly 2 responses.

Correct
Mark this item for later review. An swer B,D
Time Resnaining : 01:53:42

123 of &. feds Det

Gained?

x caller Going Sa
> Cafer tose fehl Oe bows] hie

anaige of he cals eatae

)

x COrrect Answer
"J

Merk mis Gam 'co later

44 of 60. Where do you enable the Search as feature for an incident?

A Related Search Results table configuration

incident.deflaction system property

B
O
C.
O Incident Properties application

05. Incident form design

Correct Answer: A
Mark this item for later review.
15 of 0547. If the Assagnment group is empty on an incident record, what happens een zr
agent
that s a member of a single groups cfrcks ihe Assign to U! action"

A An error is displayed indicating the Assignment group fieid te

populated before executing the Assign to me U! action
The Assignment group field is populated with agent's user group
B.
O
C.0) The Assagnment group field remains empty

D.
O s prompted to select the Assignmet
CORECT
for
ANSWER: &
16 of 60. Aproblem record is the Parant fo what record?

A Workaround

B Related Inadents

C Problem(ast Correct
Answer : C
D Error

E Maior Incident

Mark this item for later review.

17 of 054. When you create a problem from an madent, impact, urgency ana pronty are

automatically populated, from the incident record Your problem management process
owner wants the problem manager fo be responsible for assessing tne impact and

urgency on the problem, they don't want the values from areident io be copied

What module would you use to make this adjustment?

A > >
Propertis

B
0 Inaadent > Administration > Properties

System Policy > Rules >

Priority Lookup

D
O ITSM > >
Propertis Correct Answer
Mark this item for later review
cA
18 of 054. As of Quebec, Problem task records will move
automatically from one another
State, provided the required fields are filled. What are those states"

A
0 Assess
New to

B
0 Assess to Work in Progress

C
0 Work in Progress to Closed

0 Ase
Draft to Correct Answer
E On Hold to Work in Progress
oA
Mark this item for later review.
 t=
Ares
.

19 of 05. problem manager wants know + cregte reports mondonng problem

_
What o , recommend they before cresting - « reports?

oar te «
A 5 request s-_report creator.

0
> > then search Problem reports
5 Reports

'"=
C
0 2 Report Request « 2
catalog

0 Tum data jobs

E the Performance Analybcs fundamenta.s courte

+ tar
Correct Answer: B
A of 6 °°.' cugtomer wants'. know why... + probism

Conmnurucate workarounds -
pebem
-.
says

tus?

~=
0 recat -

problem

te
:

Correct Answer : B
24 of 054. Auser wants to what Known Error «nowledge base :
ServiceNow

different from ail other knowiarige bases How respond?

A wit $nprm car

OC)
astcles fo: other

The knowledge problems wider

BC)
nvestigaton. Dut nc' yet have 5 roc! cause

C The Known Error knowledge aricies use template which includes

ne Cause
5
0 Or, with so known vc' wnite create Known Error articles

Mark em for re

Corre ci Answer
22 of 60. Users with which role c27 Communicate < workaround cx fox?

2 answers

A
e *
admin

B problem adm

C protien task analyst Correct Answer : B,D

Mark ns tem 'Gr gter re, oy

23 of 054. Problem management provides what benefits for Incident management?

Choose 2 answers

A. Incident managers authonze problem investigations

B Published workarounds help quickly resolve inadents

07
C Problem investigations automatically triggered for mutiple user incidents

D. Solutions implemented reduce future incidents

Mark this item for later review

Correct Answer :
B,D
24 0f60. Atester reports a bug, because they submitied C Known Ev from < Probes
record, bul itis not visible from the Known Error database

What could cause this?

A. The articis is in draft state, but has noi been publathed

B.
() The tester is not impersonating an user

The Problem Management Best Practice -

Madrid Knowledge
-

Integration plugin has not been activated

D. The criteria or: the knowledge base 1s mcorrect

Mark this item for later review.

Correct Answer : D
25 of 674, Where can a change manager define thie candsions that must tA fe: before

request car move fiom one state to another?

A State condifions
8
State choices
B.C)
C.
0 Madel State Transition Conditions

Dictionary Overrides
0.0)

Mark this item for later review.

A

Correct Answer : C
26 of 054. Where can a change imareger define th: interval frequency fry uneudhoraad
change
detection?

A. Unauthorized change flow

B3.
0 The ci change unplanned business rule

C. Unauthorized Change Properties module

Uj
D.
0 Eent Processing Properties module

Mark this item for tater review.

Correct Answer C
27 of 640. Prior to Quebec, when you click Change > Create New, which page dlepleyed?

A Change Wizard
@
B.
0 Change Form

CC) Change Interceptor

D.
0 Change Catalog

E.
6 Change Landing Page 4

Correct Answer : E
Mark this item for tater review.
28 of 054. On the Release record, what are the avadable optons

0 Requirement Gathering, Design, Budd, Testing User

Acceptance. Pilot
Und Testing. integrabon,
Te) Scoping, Design, Develop, Deployment.
Analyze, Development,
C.C)
0.
0 Requirement Gathenng, Design, Development, Bud, Deployment, QA,
User Acceptance

Markk this item for later review.

Correct Answer: D
23 of 60. You have crestad 4 Change modest »
B :
the neuly defined approval; inggernng cotd sans"

A The workdion taggers "= Approval + model

C)
been created using editor

2
0 The system property ghde .
approval ber updated
indude she Approval
C The business rue "Apply approval paley' change request
table has been updated include we Approval
The "Apply Change Approval Paley' scton : '= flow
change model does rci reference Approval Pony

Mark this tern for later review

Correct Answer :
C
34 of 60. In the Quebec release of Change management, what
added?

A Change Modeis, Change Flows and State Transigon Modets

B.C) Change Flows, Change Designer and Change Approval Metin

0 Catalog builder and Change Designer

0 Change PIR Assessments. Change Desagner and Change Approval

Pohcies

Mark this item for later review.

Correct Answer: A
31 of 60. In the baseline implementaton, what ac key relabonstaps between Change and
Configuration Item (Cl) records?

Choose 3 answers
A.
(} Changes should reference at least ore C!
C:
B.
(} One Change can be submitted for
The Cl Support Group ts responsible for change implementations
C.( )
The Cl Manager is part of the change approval workflow

can affected by a change, even f 4 is C' beng changed

E.
(} A be

Mark this item for later review. Correct

Answer : B,D,E
 customers to define conditon based flows
32 of 054. In Change management, what allows
for purpose model?

A.
0 State Flows

B.
0 State Transition Models
C.
0 Workflows 2.0
D.
0 Conditional Change Models

Correct Answer
f
Mark this item for tater review.
 33 of 054. By default, a rule, the Assignment group " +
the group identified?

A
0 Support group on Cl record, or 1 empty. the Senece

0 Support group on C! Lord empty. { " ''« Senens

offering

0 Support group on Ci record, Oo the defaull sesignm

ant group

0 Change group ori C! record, or empty tr Change group 0+ Senene

offering

'Mark this item for later review Correct Answer : B

34 of 60. Whatis the Businees Rute that tnggers automabe
group asagnment
or Change requests?

A.C) Populate Assignment Group based on cyso

B
() ITSM Assignment Lookup Ruse

C.
0 Assignment for ITSM

D
(, Auto-populate ITSM Assignment Groups Correct Answer: A
4

Mark this item for later review.

 «< +
and sso
35 of 60. Your ion has legacy change types wih workdices
> Create New » support your scensnig?
change models. What option for Change

Change Overview
AC)
B.
() Change Catalog
C
() Change Landing Page
0 Change Interceptor Correct Answer : D

'Mark this item for later review.

36 of 60. Which Change request fields are used in
conflict

Choose 3 answers
A Risk

B.
A C! Business cnticality

C
(} date

Planned start date

0 Contguration item
Correct Answer :
A,C,D
Mark this item for later review.
37 of 50. What types of Conflicts are detected automabcally the Change request?

3 answers

A Conflict with Maintenance Window

B. Assignee

Conflict with Blackout Schedule

C.()
D. Another change for the C! at the 6me
Correct Answer
Confict with Company Holiday Schedule : A,C,D

Mark this item for later review.

 38 of 64. How are Releases related to Chan
ges?

A. Releases are implemented prior to

Q Changes
B.
0 Releases ara compnsed of ons or more
Changes Correct
C.
0 Changes are implemented prior to Releases Answer: B
D.
0 Changes are comprised cf one of more Releases

"~~
Mark this iter for later review.
39 of 60. Ifa change model has Write roles AND Can write defined, Pre. ba
shity
modify the change model record?

Choose 2 answers
Users with the itil

B. Users with sn_changewnite roie

Users that have the Write rofe(s) OR that match the Can write user
Correct Answer:
critena A,E
D, Users that have the Waite role(s; AND match the Can write use criteria

E. Users with admin rote

a Mark this item for later review.

40 of 60. Which workflow ts defined as. Requesis anproval from < manager
cf knowledge base

before moving the article to the retred state, The worrtiow is cance
led and "+ arbols
remains in the published state if any manager rejects he request.

A. Knowledge Article Retire

-

B.
0 Knowledge Retire Authorize
-

C. Approval Retire
-

Knpwledge
D Knowledge Retire Acprava! Required Correct Answer:
- -

E. Knowledge instant Retire

-
A

Mark this item for later review.

0
D. final Knontedge bese feature you standardae ine and fonts a

tnontedge artcie"

&
Coacteg Correct Answer : B
Templates
42 of 60. What are the8 a user Can provide feedback on a knewledga article?

Choose 4 answers

10 Star stale
AC}
B.
(} cn Article

E Flag
Correct Answer : B,D,E,F
5 Star scale

Mark this item for later review.

43 of 60. Which of thie following rules has the ability to create and manage user eripra for service

catalogs?

itladmin
A.C)
3. catalog eriteriaadmin

C.
0 catalogmanager
0 Correct
4

Answer : D
Mark this item for later review.
44 of 60. Which catalog property allows users to save partially-compieied requests to completa

and submit at a later tma?

A. layout
@
B.
0 Enable cart save

User partial save

C.0)
D. Enable wish list

Correct Answer : D
Mark this item for later review.

5
15 of 054. Once a Catalog liem has been requested, what mechanism determines the aporovals,

and tasks that ar inggered in the application?

Actons

B.C Soripts

Flows
CO

~
Procedures
Correct Answer : C
E Processes

Mark this item for later review.

 what role is given to users It pesferm
46 of 60. Unless there are parbcular secunty requirements,
ent work?
request fulfillm

A
0
B.

C
0 se fulfther

"catalog_fulfiler
CORECT
D
0 task er ANSWER 4
E
0

Mark this item for later review.

47 of 64. Whatis an example of a good uss case for an Order Guide?

A.
0 a sat of Dishes

B.
0 a Technical Consultahon

0 Onder a Custom Automobile

CDKKECT
D
0 Order a Couch
ANSWER: A
EC Order a case of Laundry Soap

Mark this item for later review.

48 of 654. Your customer has @
catalog item for Reauest VPN. They would {te fo agaist Se cart

layout for onty the VPN item, so tie Quantity held is nct displayed.

How would you meet this requrement?

A
e On the Catalog 'tem, Cart Layout RelatedList, sei

Inactye
ne to

B. On the Cart Layout, Columns 2b, unselect Quantty column

0
C.
0 On "he Catalog fem, Columns tab, unselect Quantty column

On the Catalog, Advanced View, unsalact Usa cart layout, select No

quantity

E On thie Catalog Item, Advanced View, unseiect Use cart layout, select No

quantity

Mark this item for later review. Correct Answer: E

49 of 60. A manager wants to fun a report cn the Commuier catalog dams, to sex how mary

requests sre being made for the edd on extra memory, as compared wih these requming

only ine basa memory.

How would you maet this requirement?

A Build report on Request table. Group by > Extra

0 Compuier

Memory

B.
0 Build report on SC Task table, Group by Computer > Exara

Memory

Build Seport on Catalog liem table, Group by Variables for Computer >
C.
0
Extra memory

D. Build report on Task table, Group by Variables for Computer > Extra

memory

E. Build rerort on Requested Item table, Group by Variables tor Computer >

Extra memory

Correct Answer :
Mark this item for tater review. E
54 of 60. Which record type would you for an Ask a Questron form that would genetaie gn
Incident?

A.
0 Content item

B.
0 Linked Item

C Order Guide

Record Producer

E Catalog Item
Correct Answer : D

Mark this ttem for later review.

51 of 50. Which type of catalog item may be found in a Service Catalog?

A
0 guides

Execution Plans
B.()
C
0 Requested Items

Categories
Correct Answer : D

Mark th s item for later review.

52 of Which of the following objects on the
540.
Shopping Cari Widget cen be Saye or hidden
using Maintain Cart Layouts settings?

answers
A
(} Shipping Address
B.
G by

Cf) Quantity Correct Answer

D. Price
A,B
Mark this sigm for later review.
53 of 60. Your customer wants a calalog to contain two (tems:

1. Arequest vath
-
1 approval and 2 fulfillment tasks

2 Alink to a knowledge article

What type of item would you use to salsfy the requirement for ihe Constructon request?

A
0 Order Guide

B.
0 Record Producer

C.
0 Content ttem
Correct Answer: A
D. Catalog Item

Mark this item for later review.

54 of 60. When building muitiple catalog items, which components would you evaluaie 'or

consolidation and re-use?

Choose 2 answers

A.
() Sets of Vanables

Enbiiements

C. and Subfiows
Flows
Correct Answer : A,C
Icons
Diy

Mark this item for later review.

55 of 60. Which record type would you use for 2 Computer request?

80 Onder Guide

B
0 Content item

C.
0 Catalog Item
Correct Answer : C
D.

Mark this item for later review.

56 of 50, What are the different ways a user can locate items in a sarvice cataing?

Choose 2 answers

A
8 portal

B.
8 Usa the application navigator

C. Use the Top Request or Popular items

widget

D. Navigate through the categories

Mark this item fer later review Correct Answer :

A,D
 a
to which
57 of 60. After publishing an item via Catalog Buiider, the associated update 15

stata?

A
0 Compete
B.
0~ Pubjished

C. In prograss
Correct Answer : C

Mark this item for later review.

58 of 60. Given the class structure shown below, which types of Cls wil be included in a report nun

against the cmdb_ci_computer table?

Seve Gree Correct Ans

weno coun

finux server
omen nese cone nose cous some
(MIDCi WX server
wore wane wove &
CMOD_C_pt&Nahardware

A. dust Cls defined directly in cmdbci computer

B. Cls defined directly in cmdbc computer end all chitd classes

C1. Cls defined directly in computer and ali parent cesses

wa
59 of 60. Which should be used to explore the entire hierarchy end table defirations of the

Configuration Menagement Database Classes?

A
0 Reports

B. Dependency View
5
C Cass Manager
Correct
CC)
D. Application Menus
Answer : C
2

Mark this item for later review

60 of 60. Your customer complains thai when they users click on the Corfqurabon magrdses

from the Incident form, that they are overwhelmed by the volume cf Cis te choase from.

They want to exclude certain types of Cis from the Ci lists on the incdent, Protvem and
Change forms.

What do you recommend fo your customer?

A
0 Use the Principal Cl class checkbox, to identity the Ci classes that they

want vieible on ihe Incident, Problem, and Change toms

Create an Access conirol to hide the unnecessary Cts from the mi uss
B1.
0
C. Add a Show field to the basa cmdb table; Check the Show box cn these

Cl records they want fo display, make reference qualifier to splay only

the Cls with show=tue

D. Make g showhide UI ection to shaw only the desired Cis the j1 users

Mark this item for later review. Correct Answer: A