3/27/2018 CIS-ITSM 03-2018

CIS-ITSM 03-2018

The ServiceNow Certified Implementation Specialist - IT Service Management

(ITSM) Exam Specification defines the purpose, audience, testing options,
exam content coverage, test framework, and prerequisites to become a
ServiceNow ITSM Implementation Specialist.

ServiceNow Official Training

ServiceNow Platform Fundamentals (formerly ServiceNow System

Administration)
ServiceNow ITSM Fundamentals
ServiceNow ITSM Implementation

Exam Scope

Specific ITSM Applications

Incident Management
Problem Management
Change Management
Configuration Management Database
Knowledge Management
Service Catalog / Request Fulfillment

Application Concepts
For each ITSM application, know the following:
Basic and advanced operations performed by users and the
system
State model and default process flow
Functionality and features added or changed in the current
release
Basic and advanced features in baseline installation of the
current release
Baseline Application Functionality

Architecture and Security

Key tables used in the application
Relationships among application tables
Roles and default Access Controls

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Primary application components (Script Includes, Business

Rules, etc.)
Integration capabilities

Business Cases / Use Cases

Value proposition
Key Performance Indicators and Benchmarks
Selection of appropriate features and functions to meet business
requirements

Proven Practices for Implementation

Implementation approaches to meet requirements that preserve
upgradability, scalability, and maintainability
Implementation solutions that work in conjunction with baseline
application functionality

Learning Domain Percent of Exam

Incident Management - 25%

Problem Management - 10%
Change Management - 25%
Knowledge Management - 10%
Request Fulfillment - 25%
Configuration Management Database - 5%

Below you'll find the accumulation of knowledge around what questions you
may find on the CIS-ITSM Exam. This is not a 100% comprehensive collection
of exam questions but we feel it represents a probable representation of the
exam content and experience.

After completing the exam (all questions answered) you will be able to submit
the exam and will be presented with a total score as well as a grading for each
question and explanation as to why the answer was chosen.

Congratulations to you for deciding to put in time preparing for this exam;
preparation is going to make all the difference!

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The exam:

Question #1 (1 point)

True or False: Once an Incident is placed in a Resolved State, the Caller may
no longer re-open the Incident.

True

False

Question #2 (1 point)

Common recurring Catalog Variables can be grouped and standardized using

_________.

Variable Choice Lists

Update Sets

Variable Sets

Insert and Stay

Question #3 (1 point)

Which platform feature is used to track field value durations, such as the
length of time an Incident spent in each State or the length of time an Incident
was assigned to each group?

Key Performance Indicator (KPI)

Metric

Database view

Audit

Question #4 (1 point)

Fill in the blanks:

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_______________ is primarily focused on the details needed to manage and

operate hardware and software.

_______________ is primary focused on the financial aspects of hardware and

software.

Configuration Management, Asset Management

Asset Management, Configuration Management

IT Operations Management, IT Financial Management

IT Service Management, IT Financial Management

Question #5 (1 point)

True or False:

In the baseline configuration, Service Level Agreements use percentages of

SLA Duration to determine when to send Breach Warnings and Breach Notice
notifications.

True

False

Question #6 (1 point)

In which phase of the Incident Management lifecycle do Incidents typically get

escalated?

Initial Analysis and Submission

Creation and Classification

Investigation and Diagnosis

Resolution and Closure

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Question #7 (1 point)

Which of the following is NOT a consideration when determining the need for
multipe Service Catalogs?

Audience

Delegation of Catalog Administration

Size of the company

Services and Types of Service

Question #8 (1 point)

In Change Management, the Risk Calculator is used to:

Determine just the Risk of the Change based on Risk Conditions

Determine the Risk of the Change based on the responses to a Risk Assessment
Survey

Determine the priority of the Change

Determine the Risk and Impact of the Change based on Risk Conditions

Question #9 (1 point)

Which of the following represents a benefit of implementing Knowledge

Management?

Deflecting the creation of Incidents so users may help themselves with common
issues

Provide continous feedback loops to improve staff efficiency

Automatic routing of Incidents to the appropriate Assignment Group

Proactively suggest Knowledge Articles to users at key points in a process

Question #10 (1 point)

Problem Management Investigation and Diagnosis activities include

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__________.

Implement a Change

Prioritize and Categorize the Problem

Obtain Problem Manager Approval

Conduct a Root Cause Analysis

Question #11 (1 point)

A Parent Incident is updated to reflect a new Priority and a new Assignment

Group. Which of the following represents corresponding updates made
automatically to child Incidents?

Only the Priority is set on child Incidents

No automatic updates are made to child Incidents

The new Priority and Assignment Group are set on Active child Incidents

The new Priority and Assignment Group are set on child Incidents

Question #12 (1 point)

A user has the VIP field set to true on their User [sys_user] record. When that
user is selected as the Caller on an Incident, which of the following statements
are true in a baseline platform configuration? Select all that apply.

The user's name is shown in red in the Caller field

A 'VIP' decoration is displayed next to the Caller field

SLA workflow conditions for VIP trigger additional notifications to the manager of the
Assignment Group

The Priority field calcultation is adjusted to increase Priority by 1

Question #13 (1 point)

Best Practices for using Service Catalog Categories include __________.

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Create many unique Categories to help organize your Catalog

Organize Categories in a way that your audience will understand

Create as few Categories as possible

Use technical language that fulfillers will understand

Question #14 (1 point)

What is the name of the view that can be configured to control the fields
displayed when a user hovers over te reference icon next to a reference field?

mobile

tool_tip

reference_view

sys_popup

Question #15 (1 point)

In the baseline platform configuration, a end-user with no assigned roles can

read an Incident when they are _________.

Caller or the Caller's Delegate

Caller, Opened By or on the Work Notes List

Caller, Opened By or on the Watch List

Opened By or the Configuration Item's business owner

Question #16 (1 point)

An Order Guide can include multiple Items. Items have common variables,
such as Shipping Location, and Requester. Which field on the Order Guide,
when set to true, automatically copies the common variable values to
corresponding variables on each included Item?

Cascade Variables

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Global Variables

Copy Repeat Variables

Duplicate Variables

Question #17 (1 point)

When referring to the State of an Incident in server-side code (such as in a

Script Include, Business Rule, or UI Action), which method is the preferred
way to refer to the State field value?

Use the getDisplayValue() method to retrieve the Label associated with the State
field value

Use the value of the choice option, such as 2 to refer to a State of In Progress

If a Constant has been defined, such as Incident.State.IN_PROGRESS, use the

Constant

Question #18 (1 point)

Which field on a Configuration Item record may be used to expedite Incident

routing and resolution?

Approval group [change_control]

Support Group [support_group]

Maintenance Schedule [maintenance_schedule]

Due Date [due]

Question #19 (1 point)

Which of the following describes the way Changes may be related to Incidents?

Incidents may be caused by Changes. Investigation of Incidents may indicate the

need of a Change

A Change is required to investigate the cause of an Incident

Incidents cause Changes. Investigation of Changes may indicate the need of

Incidents (?) to be generated
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Incidents and Changes are separate processes that have little interaction

Question #20 (1 point)

Which of the following actions on the Incident table require the itil_admin role?

Update Incident

Close Incident

Archive Incident

Delete Incident

Question #21 (1 point)

Which of the following statements reflects when the Actual Start and Actual
End date fields are populated on a Change Request? Actual start is set when
the __________.

State changes to Implement. Actual End is set when the State changes to Closed

First Implementation Change Task is updateActual End is set when the final
Implementation Change Task is Closed

State changes to Implement. Actual End is set when the State changes to Review

State changes to ScheduleActual End is set when the State changes to Review

Question #22 (1 point)

In the baseline platform configuration, which of these are required when

closing a Normal Change? Select all that apply.

Post-Implementation Review

CAB Approval

Close Code

Close Notes

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Question #23 (1 point)

REVIEW

Which key performance indicators can be influenced by effective Problem

Management? Select all that apply.

Average Time to Resolve a High Priority Incident

% of high priority Problems

Average time to close a Problem

% of Incidents Resolved on First Contact

Question #24 (1 point)

Which of the following ITIL terms refers to the cause of one or more Incidents
that is typically unknown at the time of detection?

Issue

Problem

Configuration Item

Unknown Error

Question #25 (1 point)

In the baseline configuration, ONLY Emergency Changes require a Post-

Implementation Review (PIR).

True

False

Question #26 (1 point)

The Change Management lifecycle steps, in order, include:

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Creation and Scoping -> Approval -> Implementation -> Closure

Creation and Scoping -> Implementation -> Review -> Closure

Creation and Scoping -> Approval -> Control -> Closure

Creation and Scoping -> Approval -> Implementation -> Resolution -> Closure

Question #27 (1 point)

When the Change Management - Risk Management plugin is enabled, which of

the following statements reflects how the Risk of a Change Request will be
set?

Risk will be set to the highest Risk value evaluated by the Risk Calculator and Risk
Assessment

Risk will be set to the lowest Risk value evaluated by the Risk Calculator and Risk
Assessment

Risk will be set to the average Risk value evaluated by the Risk Calculator and Risk
Assessment

Question #28 (1 point)

On the Change Record form, the Process Flow Formatter is used to

__________.

Visually depict the Change Workflow

Configure the Change Management lifecycle

Show State history of a Change

Show the current State of Change

Question #29 (1 point)

REVIEW

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Which of the following features are available through the Change Management
- CAB Workbench application? Select all that apply.

Invite delegates to CAB meetings to discuss specific Changes

Assign Changes

Approve Changes in bulk (approve multiple Changes at once)

Determine CAB agenda with a specified amount of time allocated to each Change

Update Work Notes on Changes based on meeting minutes added while a Change is
active agenda item

Define filters to determine which Changes appear on CAB meeting agendas

Question #30 (1 point)

True or False:

Change Management uses the workflow engine by default to facilitate

approvals and processing for each type of Change, including Emergency,
Normal, and Standard.

True

False

Question #31 (1 point)

True or False:

In the baseline platform configuration, when a Knowledge Article is flagged by

a user as being incomplete or incorrect, a notification is sent to the Knowledge
Base Owner.

True

False

Question #32 (1 point)

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Knowledge Ratings are stored in the _________ table.

Knowledge Base [kb_knowledge_base]

Knowledge Searches [ts_query_kb]

Knowledge Feedback [kb_feedback]

Knowledge [kb_knowledge]

Question #33 (1 point)

In a Service Catalog, Content Items can include each of the following

EXCEPT:

Templates

Links to locations specified in a Application navigation module

Cross-references to Catalog content

Links to Knowledge Articles

Question #34 (1 point)

On an Incident, which of the following conditions will trigger the Reopen Count
field value to be incremented?

Submission of an Incident by the same Caller with an identical Short Description

Assignment Group changes from Service Desk to Software Group

State changes from Resolved to Open

Update to an associated Problem Record

Question #35 (1 point)

When does a State of On Hold pause an SLA?

Never

Depends upon the SLA conditions

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Always

Question #36 (1 point)

Which of the following is NOT included in the Incident Management Lifecycle?

Creation and Classification

Investigation and Diagnosis

Resolution and Closure

Approval and Fulfillment

Question #37 (1 point)

How are Additional Comments and Work Notes intended to be used in

notifications?

Additional Comments - communicate with IT staff and end users; Work Notes -
system generated log of updates

ServiceNow merely offers both so customers may choose whether to use one, both,
or neither

Additional Comments - communicate with end users; Work Notes - communicate with
IT staff

Additional Comments - communicate with IT staff; Work Notes - communicate with

end users

Question #38 (1 point)

Which mechanism is used to set the number of days (integer) after which
Resolved Incidents are automatically closed?

Script Include

Workflow

Business Rule

System Property

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Question #39 (1 point)

Which role is required to close a Problem?

itil

itil_admin

The system automatically closes Problems

problem

puck_from_a_midsummer_nights_dream

Question #40 (1 point)

Which of the following is the GOAL of Problem Management?

Prevent Problems and resulting Incidents from happening, to eliminate recurring

Incidents, and to minimize impact of Incidents that cannot be prevented

Detect and correlate operational alerts or communications generated by

infrastructure items to manage operations and prevent problems in the environment

Manage improvement to processes and services in order to increase efficiency,

effectiveness, and cost effectiveness

Restore normal service operation as quickly as possible and minimize the adverse
impact of Incidents on business operations, thus ensuring that the best possible
levels of service quality and availability are maintained

Question #41 (1 point)

In Problem Management, which element must be edited to modify the field

mappings when Knowledge Articles are generated from ACTIVE Problem
records?

Post News or Post Knowledge UI Actions

Problem Create Knowledge Business Rule

Problem to Knowledge Transform Map

ProblemUtil Script Include

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Question #42 (1 point)

The Standard Change Template [std_change_record_producer] table is

extended from the ____.

Template [sys_template]

Task [task]

Change Request [change_request]

Record Producer [sc_cat_item_producer]

Question #43 (1 point)

True or False:

In Change Management, manually added Change Tasks allow the Change

owner to maintain accountability for a Change Request while assigning the
individual implementation steps to other groups or individuals.

True

False

Question #44 (1 point)

What is the default number of days (integer) after which Resolved Incidents
are automatically closed?

Five working days

One Day

Three Days

Five Days

Question #45 (1 point)

Which two fields are used to calculate priority on an Incident?

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Severity and Urgency

VIP and Impact

Impact and Urgency

Business Criticality and Urgency

Question #46 (1 point)

Which one of the following is the GOAL of Incident Management?

An unplanned interruption to IT service or reduction of the quality of an IT service

Conduct root-cause analysis to determine and resolve the cause of events

Prevent disruptions to normal service operations to maximize user productivity

Restore normal service operation as quickly as possible with minimal disruption to

the business

Question #47 (1 point)

In Incident Management , which of the following States are considered Active?

New, In Progress, On Hold

New, In Progress, On Hold, Resolved

New, In Progress, On Hold, Resolved, Closed, Cancelled

New, In Progress, Resolved

Question #48 (1 point)

Which ServiceNow feature allows users to contact the Service Desk agents
using Chat Queues and allows Service Desk agents to open Incidents directly
from Chat sessions with users?

Connect Support

Social Q&A

Embedded Help
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Employee Self-Service

Question #49 (1 point)

True or False:

Users with the itil role can delete an Incident.

True

False

Question #50 (1 point)

Guided Setup provides step-by-step instructions for loading Foundational Data,

which includes __________.

Users, Roles, SLAs

Companies, Users, Groups, Roles, Departments, Locations, and Catalog Items

Companies, Users, Groups, Roles, Departments, Locations

Groups, Group Members, Priorities

Question #51 (1 point)

Under which circumstances can a user with the itil role create a Problem
record from an Incident record?

When there is not already an existing Problem associated with the Incident

An itil user can create a Problem record from an Incident at any time

When the Incident is not Closed

When the Incident is not Closed and when there is not already an existing Problem
associated with the Incident

Question #52 (1 point)

The Incident Task [incident_task] table is extended from the _________ table.
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Task [task]

Incident [incident]

CMDB [cmdb]

Application File [sys_metadata]

Question #53 (1 point)

When viewing a list of Tasks, which field identifies whether the Task is an
Incident, Problem, Change, etc.?

Correlation ID [correlation_id]

Task Type [sys_class_name]

Domain [sys_domain]

Number [number]

Question #54 (1 point)

Which of the following is NOT a typical method to propose a new Standard

Change?

In the Standard Change Proposals Table, click 'New' and submit the record

In the Standard Change Catalog, under Template Management, select 'Propose a new
Standard Change Template'

Toggle the Template Bar on an Existing Change and click + to add a new Template

Right-click on an existing Change and select 'Propose a Standard Change Template'

Question #55 (1 point)

In the baseline platform configuration, if a Change approver rejects an

approval for a Normal Change, what will the State of the Change be set to?

Rejected

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Assess

New

Question #56 (1 point)

In the baseline platform configuration for an Emergency Change, __________

is required before a Change can be scheduled.

Configuration Item identified

CAB Approval

Peer Approval

Justification, Change Plan, Test Plan, and Execute Plan

Question #57 (1 point)

In Problem Management, when using the Communicate Workaround Related

Link, which of the following conditions must be met for the workaround to be
communicated? Select all that apply.

The Workaround field must be updated immediately before the user selects
Communicate Workaround

Incident is in a State of On Hold with an On Hold Reason of Pending Problem

Incident must be Active

Incident is associated with the Problem record

Question #58 (1 point)

In the baseline platform configuration, the Problem States include _________.

New, Assess, Review, Closed

New, In Progress, On Hold, Resolved, Closed, Canceled

Open, In Progress, Closed

Open, Pending Change, Known Error, Closed/Resolved

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Question #59 (1 point)

True or False:

Conflict Detection must be triggered manually for Changes using the Check
Conflicts UI action.

True

False

Question #60 (1 point)

Select the ServiceNow functionality that may be used in the Assess phase of
Change Management to evaluate the potential impact of a Change.

Risk Assessment

Post-Implementation Review

Social Q&A

Knowledge Management

Question #61 (1 point)

What is the minimum role required for a user to create an Emergency Change?

itil_admin

cab_manager

itil

change_manager

Question #62 (1 point)

In Change Management, which record should be modified to restrict when a

Change can move to a specific state?

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ChangeRequestStateModelSNC Script Include

ChangeRequestStateModel Script Include

ChangeRequest Script Include

UI Action for the State Transition

Question #63 (1 point)

A customer would like to modify the wording that appears when a user selects
Change > Create New. Which type of record must be adjusted?

Language File

Interceptor

Change Type Data Lookup

Application Module

Question #64 (1 point)

Change Tasks generated by the Change Request - Normal Change tasks

workflow 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

Question #65 (1 point)

When evaluating Change Request States in a Script Include, which is the

preferred method for referencing a State?

Use the State field value, such as -2

Use the .getDisplayValue function to retrieve the State field value

Use the State name Constant, such as ChangeRequestStateHandler.SCHEDULED

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Use the g_form.getValue function to retrieve the State field value

Question #66 (1 point)

Which of the following statements is true when the Change Management - Risk
Assessment plugin is enabled?

Risk Assessment replaces the Risk Calculator to determine Risk for a Change

Both the Risk Calculator and Risk Assessment are used to determine Risk for a
Change

Risk is automatically calculated on update of a Change

A Risk Assessment is required for all Normal and Emergency Changes

Question #67 (1 point)

Which of the following is NOT a method for creating Knowledge Articles within
ServiceNow?

Generate from a Scheduled Report with a Target = Article

Direct creation by a user with the 'knowledge' role

Import from a Microsoft Word document

Generated from Incident or Problem records

Question #68 (1 point)

Which of the following represents how Knowledge Management subscriptions

and article versioning are enabled?

Customizations to Knowledge Management

Features are enaled by default in baseline Jakarta instances

Knowledge Base setting on each Knowledge Base

Activation of the Knowledge Management Advanced Plugin

Question #69 (1 point)

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Which mechanism is used to specify who can read Articles and who can
contribute Articles in a Knowledge Base?

Knowledge Category Attributes

User Criteria

Filter Criteria

Access Control Rules

Question #70 (1 point)

Which condition must be met to have a Knowledge Article display on the

Knowledge Home Page in the Featured Content section?

The Feature field on the Article must be set to true

The Article must have a 4star rating and be among the top 10 articles most
frequently attached to Tasks

A record must be created in the Featured Content [kb_knowledge_keyword] table

referencing the Article and a keyword of "featured_content"

A record must be created in the Featured Content [kb_knowledge_keyword] table

referencing the Article and a keyword of "homepage"

Question #71 (1 point)

What Knowledge Management capability allows users to ask and answer

questions amongst peers within a Knowledge Base?

Feedback

Social Q&A

Connect Chat

Collaboration

Question #72 (1 point)

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How is access to Knowledge Articles administered?

User Roles

User Criteria and Entitlements

User Criteria and User Roles

Filter Conditions on the Knowledge Base

Question #73 (1 point)

What are the primary record types in Configuration Management?

Asset Item (AI) and Relationship Type

Relationship Type and Configuration Item (CI)

Business Service and Configuration Item (CI)

Asset Item (AI) and Configuration Item (CI)

Question #74 (1 point)

Given the class structure below, which types of CIs will be included in a report
run 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

Just CIs defined directly in cmdb_ci_computer

CIs defined directly in the cmdb_ci_computer and all parent classes

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Question #75 (1 point)

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?

List the Categories in the Catalog Item's Description field

Copy the Catalog Item and associate a copy with each Category

Build the item as an Order Guide

Add additional Categories in the Catalog Item's Categories Related List

Question #76 (1 point)

On a Service Catalog Item, a customer has a requirement that the start_date

is before the end_date. Which approach is recommended to satisfy this
requirement?

Create a Catalog Client UI Policy that triggers on Load of the Item

Create a Catalog Client Script that triggers on Submit of the Item

Create a Business Rule that runs on Insert or Update of the Item

Create a Validation Script and associate it to the Item

Question #77 (1 point)

Which of the following can be used as a 'non-code' alternative for some

Catalog Client Scripts to populate data on an Item?

Catalog Data Lookup

Catalog Client Script

Catalog UI Policy

Variable Set

Question #78 (1 point)

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For each Requested Item, a _________ enables the approval and delivery of
that Item.

User Criteria

Work Order

Catalog Item

Workflow

Question #79 (1 point)

True or False:

A Requested Item may be associated with one or more Requests.

True

False

Question #80 (1 point)

Which of the following Service Catalog records may serve as a container for
multiple Requested Items?

Requested item

Service Catalog Task

Catalog Order

Request

Question #81 (1 point)

True or False:

The Requested Item [sc_req_item] table is extended directly from the Task
[task] table.

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True

False

Question #82 (1 point)

Primary tables associated with Request Fulfillment begin with the prefix
__________.

rm_

rf_

sc_

req_

Question #83 (1 point)

Which one of the following represents the overall lifecylce of a Request?

Submittal -> Approval -> Fulfillment -> Closure

Approval -> Submittal -> Fulfillment -> Closure

Approval -> Submittal -> Delivery -> Resolution

Submittal -> Approval -> Resolution -> Closure

Question #84 (1 point)

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

Execution plans are used instead of Workflows

Approvals will be skipped if there are no members in the approval group

All Requested Items require manager approval

Question #85 (1 point)

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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

Question #86 (1 point)

Which of the following may NOT be published in a Service Catalog?

Requested Item

Record Producer

Order Guide

Content Item

Question #87 (1 point)

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?

Content Item

Catalog Item

Execution Plan

Order Guide

Question #88 (1 point)

Which of the following is NOT a way Service Catalog Requests may be

submitted in a baseline ServiceNow instance?

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From an Incident record

From the Service Catalog

From an inbound email

From the Service

Question #89 (1 point)

In knowledge management, which conditions must be met before the 'Import

from Word' icon/ button appears on the Knowledge management Home page?

The user must have the knowledge or knowledge_admin

The user must meet the conditions in the Can Contribute User Criteria for at least
one Knowledge Base OR have the knowledge or Knowledge_admin role.

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 Knowledge base must have the Enable Article Import field set to True

Question #90 (1 point)

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.

Interceptor

Splash Page

Wizard

Interupter

Question #91 (1 point)

Change Conflict Detection Scheduled jobs run with increasing frequency as a

Change approaches the Planned start date.

True

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False

Question #92 (1 point)

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.

Set 'Use cart Layout ' to false on the Catalog Item and set both 'No Quantity' and
'Omit Price in Cart' to true.

Write a catalog client script for the item and use g_form.setDisplay() to hide each
field.

Question #93 (1 point)

True or False:

Database views must be used to report on Catalog Item Variables.

True

False

Question #94 (1 point)

Which of the following describes the purpose of User Criteria when used in the
Service Catalog application?

Determine who can see Catalogs and Items.

Pre-fill user preferences on Catalog order forms.

Replace Access Controls to provide security to Requests.

Determine who can see Categories and Items

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Question #95 (1 point)

Which role is required to edit the Type field on a Change

change_manager

admin

itil

nobody

Question #96 (1 point)

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 ChangeRequestStateHandler.SCHEDULED

Use the .getDisplayValue function to retrieve the State field value.

Use the state field value, such as -3.

Question #97 (1 point)

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

Question #98 (1 point)

Which of the following statements are correct for Standard Changes. Select all
that apply.

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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

Question #99 (1 point)

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 Resolved

When the user is the caller and the Incident's state is not already Closed

When the user is the caller and the Incident's state is Resolved

Question #100 (1 point)

Which of the following can be used to standardize the body of Outbound email
notifications?

Variable sets

Email Client

Inbound Action

Email Templates

Question #101 (1 point)

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

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SLA Schedule

Question #102 (1 point)

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

Question #103 (1 point)

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

Question #104 (1 point)

Which of the following Service Catalog varibale types are not supported in
Mobile interfaces? Select all that apply.

HTML

Label

UI Page

Lookup selectbox

IP Address

Container Start

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Question #105 (1 point)

The Requested Item table is extended directly from the Task table.

True

False

Question #106 (1 point)

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

Question #107 (1 point)

True or False:

The requested item table is extended directly from the task table

True

False

Question #108 (1 point)

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

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Provide video and chat capabilities during CAB meetings

Question #109 (1 point)

In the baseline platform configuration, the appropriate Workflow to be

attached to a Change Request is determined based on _________ ?

The workflow defined on the Change type record

System properties

Workflow conditions matching Change request field values

The workflow field on the change request record

Question #110 (1 point)

True or false:

XML exports of Knowledge Articles include Text but DO NOT include

attachments.

True

False

Question #111 (1 point)

True or False:

When viewed through a Service Portal, Service Catalog Items may be

formatted with a maximum of two columns.

True

False

Question #112 (1 point)

Which of the following conditions can be evaluated by Change Management

Conflict Detection? Select all that apply.
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Conflicts for all Affected CIs

Changes scheduled during blackout time periods

Changes with overlapping schedules assigned to the same resource

Changes schedule outside of a CI's maintenance window

Changes scheduled outside of normal business hours

Question #113 (1 point)

Which two fields are used to calculate priority on an Incident?

Impact and Urgency

Severity and Urgency

Business Criticality and Urgency

VIP and Impact

Question #114 (1 point)

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 __________ ?

Live Agent Intervention

Incident Avoidance

Service Marketing

Incident Deflection

Question #115 (1 point)

Which type of record may be used to initiate the process to deploy a fix to an
Incident?

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Service Request

Incident Resolution

Change Request

Problem

Question #116 (1 point)

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?

System Property - Restrict Articles to Callers

Search Groups - Caller Restrictions

Global Search

Contextual Search - Search as

Question #117 (1 point)

True or False:

In the baseline platform configuration, a Configuration Item must be specified

before Approvals are requested for a Change Request.

True

False

Question #118 (1 point)

True or False:

A Problem can be created from an Incident.

True

False

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Question #119 (1 point)

In the baseline configuration for Change Management, how do users access

approved Standard Change templates?

Browse for Standard Changes within the Technical Catalog

Standard Change Proposal table

Apply a template to a new Change form

Standard Change Catalog

Question #120 (1 point)

Poorly managed and unplanned Changes often create high volumes of

_________?

Incidents

Knowledge Articles

Requests

Problems

Question #121 (1 point)

Which process role is responsible for the smooth operation of the Change
Management process within an organization?

Change Sponsor

Change Implementer

Change Manager

Change Advisory Board

Question #122 (1 point)

True or False:

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Configuration changes to the Change Management - CAB Workbench

Application must be done in the global scope.

True

False

Question #123 (1 point)

Which of the following is NOT a type of Article feedback that may be submitted
by users?

Rate Article

Helpful (Yes / No)

Endorsed

Flag Article

Question #124 (1 point)

Which of the following represents how Knowledge Management Article

publishing is managed?

Each Knowledge Base follows its own Publish and Retire workflow

Publish and Retire workflows are set in the Knowledge Management System
Properties

Each Knowledge Article follows its own Publish and Retire workflow

Any article submitted is automatically published

Question #125 (1 point)

True or False:

ServiceNow is limited to a single Knowledge Base for all users of the platform
to access.

True
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False

Question #126 (1 point)

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?

Draft

Review

Published

New

Question #127 (1 point)

Under which circumstances would a Knowledge Article Author set the Display
Attachments field to false on an Article that HAS attachments?

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 are images embedded and displayed within the Article text

The attachments are referenced Knowledge Articles

The attachments should be downloaded / opened immediately rather without the

Article text being displayed

Question #128 (1 point)

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, 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 Task Activity within the Item's fulfillment workflow, write a Script to
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retrieve and set Catalog Task field values

In the Catalog Item, set Display Variables in Catalog Tasks to true

Question #129 (1 point)

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

Question #130 (1 point)

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?

Reporting

Benchmarks

Scheduled Reports

Performance Analytics

Question #131 (1 point)

Which platform feature is used to determine whether an Incident meets the

conditions for First Call Resolution?

First Call Resolution field

Metric

Benchmark

Business Rule

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Question #132 (1 point)

Which field on the Incident table automatically tracks the TOTAL elapsed time
between when an Incident is created until the time it is resolved?

Duration [calendar_duration]

Business Duration [business_duration]

Business Resolve Time [business_stc]

Resolve Time [calendar_stc]

Question #133 (1 point)

Which of the following can be used to standardize the body of outbound email
notifications?

Email Client

Variable Sets

Inbound Action

Email Templates

Question #134 (1 point)

Which of the following outlines the ways Changes may be related to Incidents?

Incidents and Changes are separate processes that have little interaction

Incidents cause Changes. Investigation of Changes may indicate the need for
Incidents to be generated

Incidents may be caused by Changes. Investigation of Incidents may indicate the

need for a Change

A Change is required to investigate the cause of an Incident

Question #135 (1 point)

On an Incident form, Category and Subcategory fields include a drop-down list

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of potential field values to allow users to categorize Incidents. Which table

stores the list of potential field values displayed in these two fields?

Category [category] table and the Subcategory [subcategory]

Choice [sys_choice]

Incident [incident]

Variable Category [item_option_category]

Question #136 (1 point)

In the baseline platform configuration, which Incident Management function is

limited to users with roles of either itil_admin or admin?

Close Incident

Delete Incident

Reopen Incident

Archive Incident

Question #137 (1 point)

In the baseline platform configuration, who can create Change Requests?

Users with the itil role or Change-specific roles

Only members of the Change Advisory Boards (CAB)

Any logged in user

Anyone, even those not registered / logged in

Question #138 (1 point)

In which situation would an Order Guide be used?

Items have a complex fulfillment process

Administrators choose not to use Workflow

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Administrators prefer user-friendly forms qith questions and answers

Multiple items are typically ordered together

Question #139 (1 point)

Which of the following components can be turned on or off in the Service

Catalog Cart Layout?

Delete Item

Quantity

Add to Wish List

Calculate Shipping

Question #140 (1 point)

True or False:

User Criteria is used to determine who may order Items in a Service Catalog
Category.

True

False

Question #141 (1 point)

Which table is the base class for the Configuration Management Database?

Base Configuration Item [cmdb]

Base Item [cmdb_base_item]

Configuration Item [cmdb_ci]

Asset [asset]

Question #142 (1 point)

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True or False:

Change Management uses workflow engine by default to facilitate approvals

and processing for each type of Change, including Emergency, Normal and
Standard.

True

False

Question #143 (1 point)

Under which circumstances is it appropriate to leave a Problem record in a

State of Known Error?

The permanent fix is too costly and the documented workaround is sufficient

A Change is pending implementation

The root cause has not been established and approved

A vendor is actively investigating the Problem

Question #144 (1 point)

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

The State of each Incident is set to In Progress

The State of each associated Inciedent is updated to ResolveResolution code is set to

Solved (Permanently). Resolution notes are populated with details from the Problem
Close Notes field

No updates are made to associated Incidents. Service Desk agents must manually
update all associated Incidents.

Question #145 (1 point)

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In the baseline configuration of Change Management, which fields are included

when the Copy Change UI action is used to copy a Change Request?

Backout Plan, Category, Change Type, Attachments, Work Notes

Configuration Item, Change Tasks, Approvals, Risk, Attachments

Change Tasks, Impact, Attachments, Planned Start Date, Risk

Configuration Item, Change Tasks, Risk, Backout Plan, Category

Question #146 (1 point)

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

Question #147 (1 point)

In the CAB Workbench application, meeting notes and minutes are

documented at the CAB meeting level.

True

False

Question #148 (1 point)

True or False: Every Catalog Item uses the same workflow to manage
approvals.

True

False

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Question #149 (1 point)

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

Question #150 (1 point)

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

Question #151 (1 point)

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]

Question #152 (1 point)

Which of the following statements is true when an Incident has several child
Incidents?

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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

Question #153 (1 point)

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

Question #154 (1 point)

What is the minimum role required to delete a Problem?

itil

itil_admin

admin

problem

Question #155 (1 point)

What is the minimum role required to delete a CI?

itil

itil_admin

ecmdb_admin

admin
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