1) Incidents are stored in what table?

a) Incident [Incident]
2) Incidents can be created and managed in workspace ,using UI layouts that are tailored to
different personas,processes and interfaces.Example include

 Default
 Major incidents
 Self Service
 Mobile
A) Views
3) The Major Incident Management (MIM) application is linked to the incident management
process, but the records have an additional set of states. What are these MI states?
A) Proposed, Accepted, Rejected, Cancelled
4)Your customer is using baseline create incident catalog item and would like to ass a few
additional input fields. How should you update the catalog item?
a) Edit in catalog builder
5)What would you use to create incident records, based on email sent by users or systems?

a) Inbound Flow Action

6)What tools are available to the assignee to help resolve an incident?
a) Knowledge Articles
b) Known Errors
7) when using inbound email actions, what happens if an email is received which has no
watermark or reference number?
a) new incident created from the message

8)When you activate the ITSM Roles Plugin, what additional granular roles are created for
the incident application?

a) sn_incident_read
b)sn_incident_write
9)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
cancelled could you meet this requirement?
a) Enable system property com.snc.incident.incident_task closure.
b) On incident properties, for close open incident tasks when incident is closed or canceled,
select Yes
10) incident management includes limited functionality for what advanced reporting
capability?
a) Performance Analytics
11)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?
b) The assignment group field will not populate.

12) where are the timeframe conditions for sending an SLA breach warning notification
defined?

a) SLA definition record

13)which field from the configuration item will automatically populate in the assignment
group field of a problem record?
c) Support group
14) A new problem Coordinator accidently created several problem investigations that need
to be deleted
What role is required to delete a problem record?
a) Problem_admin

15) A new problem manager wants a high-level view of the activities in problem
management.

What module do you recommend?

a) Problem>Overview
16)Why don’t problem records automatically move from resolved to closed after the fix is
implemented.
a) it is good practice to monitor fixes implemented, to ensure the underlying issues are
resolved, before closing a problem record.
17) 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 in the problem record?
a) Root Cause Analysis

18) The key stakeholder for your ITSM implementation wants to have SLAs on every Task
record

a) SLAs may be counter productive to problem management, as the key is to permanently

fix an error no matter how long that may take
19) What are two effective measures of performance for the problem management process?
a) Average Problem resolution Time
b) Number of problem that have Breached SLAs

20) Which of the following are variable sources that are used when evaluating a decision a
change approval action?

a)Policy Inputs
21) Where are the technical approvals defined, that are executed in the Change-Normal-
Assess flow?
a) Change Approval Policy
22) What is the trigger for the Change - Normal - Assess Flow?
a) A Change request using the Normal Change model is moved to the Assess state

23) 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?
a) CAB Workbench
24) What are the Release types available on the baseline release record?
a) Major, Minor, Upgrade, Emergency, Maintenance, Patch
25) On a Normal Change Model, what are some examples of the Model State Transitions
that are defined for the Authorize state?
A) Authorize to Canceled, Authorize to New, Authorize to Scheduled

26) What is the Business Rule that triggers automatic group assignment on Incident,
Problem or Change requests?

a) Populate Assignment Group based on CI/SO Calculator

27) When a Service Desk again shares a "How to” item with a customer, what type of record
is being shared?
a) Knowledge article
28) What are the different ways a user can provide feedback on a knowledge article?
A) 5 Star scale, Fag Article, Helpful? ,Comment on Article
29) Where should an admin go to view all of the search queries entered by users in the
knowledge search?
a) Search logs application
30) Which of the following catalog client script methods will modify the choice list options
available to an end user on a catalog item?
a) onLoad

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

a) Cascade Variables
32) 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?
a) Service Catalog
33) The ability to authorize requests is enabled using a role which requires a user license.
What is this role?
A ) approver_user
34) Released in Quebec, what tool enables the creation of templates for Catalog Items?

a) Catalog Builder
35) 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?
a) Default Variables Editor
36) Which record type would you use for a View Company Policies link that would redirect to
a Knowledge Article?
a) Content Item
37) 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? @

a) Date
38) Which type of catalog item may be found in a Service Catalog?
A) Content items
39) When a user submits a service request from a catalog, what actions are triggered, based
on the flow definition?
a) Approvals, Tasks, Notifications.
40) 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?

a) catalog_editor, Catalog_admin, catalog_manager

41) When defining SLAs for the service catalog, at what level is the SLA typically defined?
a)Requested Item
42) What functionality can be used to define the sequence of activities that should be taken
to complete catalog items?
A) Workflow, flow
43) 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 2 answers
a)catalog_admin, catalog_manager
44) What should you use to capture data in a grid layout on a catalog item?
a) Multi-row variable set
45) From a data model perspective which table is the base class for the configuration
management database?

a) Base Configuration Item [cmdb]

46) Given the class structure shown below, which types of Cls will be included in a report run
against the cmdb_cli_computer table?
a) Cls defined directly in cmdb_ci_computer and all child classes
47) Which should be used to explore the entire hierarchy and table definitions of the
Configuration Management Database Classes?
a) Cl Class Manager
48) In release management, what controls the movement of the state from Scoping to
Awaiting Approval?
a)State model
49) What are the components of a Flow Action?
a) inputs, Action Steps and Outputs
50) What are key relationships between Changes and Incidents?

Choose 2 answers.
a) A Change can resolve Incidents
b) Incidents can be caused by a Change
51) What are key relationships between Change and Problem records?
Choose 2 answers @

a) A Problem can be solved by a Change

b) A Problem must be associated with a Change, before it can be closed.
52) 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? |
a)sn_problem_read
53) 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? |

a) New change model needs Active to be set to True
54) Your client indicates they would like a way to designate VIP callers on an incident form.
How would you accomplish this?
a) VIP Flag field style
55) What are some good practices for guiding your customers’ use of Notifications?
Choose 3 answers

a) Make sure Notification requirements and test plans are in the project scope from the
start
b) Get input from Marketing department, regarding format of customer/caller facing
notifications
c) Use templates to ensure consistency and ease of configuration
56) How are Features related to Products and Releases?
a) Products have associated features, which are organized into releases
57) 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?

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

58) 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?

a) Change Registration
59) 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?
A) The default view of the User form is displayed
60) What are key relationships between Change and Release Management?
Choose 3 answers
a) Change management provides governance, which includes Release management

b) A Release can contain one or more Changes

c) A Change includes planning and approvals; Release includes building, testing and
execution of changes
EXAM TOPICS:
1) Given the class structure shown below, which types of CIs will be included in a report run
against the cmdb_ci_computer table?

 A. Just CIs defined directly in cmdb_ci_computer

 B. CIs defined directly in cmdb_ci_computer and all parent classes
 C. CIs defined directly in cmdb_ci_computer and all child classes

2) Which field from the configuration item will automatically populate in the Assignment
group field of an incident record?

 A. Managed by
 B. Support group
 C. Approval group
 D. Change group

3) Which of the following are defined for a given change model? (Choose three.)

 A. Phase transitions
 B. State model
 C. State transition conditions
 D. Phase model
 E. State transitions

4) When is a change task for Post Implementation Review created for an unauthorized
change?

 A. When the change request moves to Close

 B. When a change manager accepts the change
 C. When the change request moves to a state of Review
 D. When the change request moves to a state of Assess
5) Which should be used to explore the entire hierarchy and table definitions of the
Configuration Management Database Classes?

 A. Reports
 B. CI Class Manager
 C. Application Menus
 D. Dependency View

6) Which of the following cannot be defined or set through a Catalog UI Policy?

 A. Setting a variable to mandatory

 B. Apply a requirement to all form views
 C. Setting a catalog category to visible
 D. Setting a variable to read-only

7) Which type of catalog item should be used to create an incident record from the portal?

 A. Incident Template
 B. Request Item
 C. Order Guide
 D. Record Producer

8) Which incident management roles are activated by installing the ITSM Roles plugin
(com.snc.itsm.roles)? (Choose two.)

 A. sn_incident_read
 B. itsm_incident_read
 C. incident_manager
 D. sn_incident_write
 E. itsm_incident_write

9) A customer requests that when the Service Desk agent clicks on the information icon for
the Caller's name, the quick view frame shows only the following fields:

User name -

Manager name -

Email Address -

Employee ID -
How would you modify the quick view frame?

 A. Update the sys_popup view for the user table

10) Your customer has built a mature knowledge base, with articles targeted to internal
audiences -which are technical. Other articles are written for end users, with simple
instructions. From the Incident form, the agents would like to be able to identify which
articles are visible to the callers What feature would you use, to satisfy this requirement?

 A. Internal/External Highlighting
 B. Search as User
 C. Show User Viewable
 D. User Only View

11) Your customer is using the baseline Create Incident Catalog Item and would like to add a
few additional input fields. How should you update the catalog item?

 A. Edit in Catalog Item Designer

 B. Edit in Item Designer
 C. Edit in Catalog Builder
 D. Edit in Form Designer

12) Your customer is complaining that Service Desk users keep accidentally assigning
Incidents to the Network CAB, instead of Network Support You have confirmed that:
The Network Support group record has the Group types: Incident and Change
The Network CAB group record has the Group type: Change
What could you do on the incident form, for the Assignment Group field, to resolve this
issue?

 A. Add a UI action to hide the Network CAB group from the list
 B. Add a UI action to provide an error message if the Network CAB group is selected
 C. Add Dictionary Override to specify the Incident group Reference Qualifier
 D. Modify the choice list to include only the appropriate group types

13) Which Agent workspace feature gives agents automatic search results that show possible
solutions for records they open?

 A. Chat Bot
 B. Related Search Results
 C. Knowledge Bases
 D. Intelligent Agent
 E. Agent Assist

14) Which capability provides visibility to data joined between multiple tables?

 A. Database Views
 B. Metric Tables
 C. Published Reports
 D. Custom Tables
 E. Breakdown Sources
15) What tools are available to the assignee to help resolve an Incident? (Choose two.)

 A. Knowledge Articles
 B. Workarounds
 C. CI Class Manager
 D. Incident Overview Dashboard
 E. Enterprise CMDB Dashboard

16) When using Inbound Email Actions, what happens if an email is received which has no
watermark or reference number?

 A. New incident created from the message

 B. New interaction is created from the message
 C. Email is rejected and auto-reply sent to sender
 D. New case is created from the message

17) Under what circumstances, should you use the Communicate workaround Related Link
on the Problem record?

 A. The workaround is helpful information for the Callers on the Problem's related
Incidents (open)
 B. The workaround should be published to a knowledge article, visible from the portal
 C. The workaround is helpful information for the members of the Problem's
Assignment Group
 D. The workaround is helpful information for the members of the Problem's Work
notes list

18) Which interface is designed for tier 1 IT agents who solve internal or external customer
issues?

 A. ITSM Dashboard
 B. IT Service Management Workspace (Agent Workspace)
 C. ITIL Homepage
 D. Incident Overview

19) When using Agent assist in the Agent workspace, what are examples of possible
solutions can be automatically searched and displayed? (Choose five.)

 A. Runbook Actions
 B. Knowledge
 C. SQL Queries
 D. Problems
 E. Changes
 F. Cases
 G. Incidents

20) Which module is a useful starting point for a manager to view current state operational
information for Incident management?
  A. CMDB Health Dashboard
 B. Incident > Overview
 C. Manager Workspace
 D. Critical Incidents Map

21) The Problem table is extended from what table?

 A. Task
 B. Major Incident
 C. Outage
 D. Problem Task
 E. Incident

22) The Problem Manager wants the Problem Coordinators to be able to Re-analyze a
Completed Problem.
Which module could they use to make this change?

 A. Problem > Administration » Problem Properties

 B. System UI > UI Action Groups
 C. State Management > State Models
 D. System UI > Form Actions
 E. System UI > UI Actions

23) Your Problem Manager has a structured problem management process, which includes a
final review of the solution implemented and of the data regarding incident reduction. When
a problem is resolved, after implementing a fix, they want the Post Fix Review task to be
automatically created and assigned to the Problem assignee.
What feature would you use to meet this requirement?

 A. State Model
 B. Workflow Dashboard
 C. Action Modeler
 D. Task Creator
 E. Flow Designer

24) Your customer needs help defining Category values for the Problem records. What
approach should you suggest? (Choose two.)

 A. Re-use existing categories from legacy systems

 B. Define categories based on the customer’s CMDB classes
 C. Re-use existing categories from incident management
 D. Define categories based on ITIL problem taxonomy

25) When a user clicks on the Communicate fix UI action on the Problem form, what
happens?
  A. Fix is written to the Comments field on any Incident associated with the problem,
which is On Hold, Awaiting Problem
 B. Fix is written to the Work notes field on any Incident associated with the problem,
which is Active Most Voted
 C. Fix is written to the Comments field on any Incident associated with the problem,
which is Active
 D. Fix is written to a draft Knowledge article

26) Users with which role can Communicate a workaround or fix? (Choose two.)

 A. itil_admin
 B. problem_coordinator
 C. problem_task_analyst
 D. problem_admin

27) When a user clicks on the Communicate workaround UI action on the Problem form,
what happens?

 A. Workaround is written to the Comments field on any open Incident associated with
the problem
 B. Workaround is written to the Workaround field on any incident associated with the
problem
 C. Workaround is written to a draft Knowledge article
 D. Workaround is written to the Work notes field on any open Incident associated
with the problem

28) A tester wants to submit a bug report, because they are not able to see the Communicate
Fix link under the Related Links on the Problem form.
What do you recommend that they confirm, before submitting the bug report? (Choose two.)

 A. Tester is impersonating a user with communications.manager role

 B. Tester is impersonating the assignee, which has the problem_coordinator role
 C. Tester is impersonating a user with problem_coordinator role
 D. The Fix notes field is filled in and saved

29) Problem and Problem Task records, move automatically from New to Assess states, when
which fields are filled? (Choose two.)

 A. Short Descriptor
 B. State
 C. Assigned to

30) On a Change Approval Definition record, what does the ‘wait for’ condition define?

 A. Whether the change approval is sent to an individual user or a group

  B. The state the change must be in before the approval notifications can be sent
 C. The number or percentage of users from the approval group that must approve the
change
 D. The fields that must be populated before the approval can be requested

31) In what table are Change records stored?

 A. Change [change_task]
 B. Change Request [rfc]
 C. Change Request [change_request]
 D. Change [change]
 E. Change [task_change]

32) Risk is configured by default, to calculate Risk = High for a change that is scheduled with
only 3 days lead time. Your customer’s change policy requires that changes be requested with
5 days lead time.
How would you satisfy this requirement?

 A. Update the Risk Property for Insufficient lead time

 B. Update the Risk Assessment Matrix for Insufficient lead time
 C. Update the Calculate Risk UI Action
 D. Update the Risk Matrix for insufficient lead time
 E. Update the Risk Condition for Insufficient lead time

33) Risk is configured by default, to calculate Risk = High for a change that is scheduled with
only 3 days lead time. Your customer’s change policy requires that changes be requested with
5 days lead time.
How would you satisfy this requirement?

 A. Update the Risk Property for Insufficient lead time

 B. Update the Risk Assessment Matrix for Insufficient lead time
 C. Update the Calculate Risk UI Action
 D. Update the Risk Matrix for insufficient lead time
 E. Update the Risk Condition for Insufficient lead time

34) How are Releases related to Projects?

 A. Project tasks and Release tasks are interchangeable

 B. Projects can be part of one or more releases
 C. Project features are components of a release
 D. Projects need to be completed before releases can be defined
 E. Projects are used to do root cause analysis for releases

35) What baseline Change Flows support the baseline Normal Change model?

 A. Change - Normal - Assess, Change - Normal - Authorize, Change - Normal -

Implement Change - Implementation tasks
  B. Change - Normal - New, Change - Normal - Review, Change - Normal - Close,
Change - Implementation tasks
 C. Change - Normal - New, Change - Normal - Assess, Change - Normal -
Implement, Change - Implementation tasks
 D. Change - Normal - Assess, Change - Normal - Authorize, Change - Normal -
Close, Change - Implementation tasks

36) Which of the following Change Task Types are available by default? (Choose three.)

 A. Planning
 B. Testing
 C. Review
 D. Deployment
 E. Verification

37) What is the Business Rule that triggers automatic group assignment on Incident, Problem
or Change requests?

 A. Populate Assignment Group based on CI/SO

 B. Auto-populate ITSM Assignment Groups
 C. ITSM Assignment Lookup Rule
 D. Automatic Assignment for ITSM

38) In the CAB workbench, what are some ways the CAB manager can identify the Change
requests to be added to a particular meeting agenda? (Choose two.)

 A. Change requests meeting different conditions, like Risk level or Type

 B. Change requests planned within a certain date range
 C. Use any of the options on the Agenda Criteria Tab
 D. Change requests for a certain Change Flow Definition

39) A change user complains that with the new Preapproved tab, they have to search through
many options to find the Reboot Windows Server change. Since they use this change several
times per day, it is inconvenient. What should you suggest to make it easier for the change
user?

 A. Use the Pin feature

 B. Make a Favorite
 C. Use the keyword search
 D. Drag the change tile to the Navigation pane

39) Roles control which users can perform which actions on a change record. What are
actions, which cannot be performed by anyone, even an administrator? (Choose two.)

 A. Update Change Type on an existing change record

 B. Delete a Change record
  C. Delete a Standard Change Template
 D. Delete CAB Definition

40) In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)

 A. Automatically via the Change - Implementation subflow

 B. Manually by the user during New, Assess, and Authorized states
 C. Automatically depending on the category selected on the Change Request
 D. Manually by the user during all states, except Closed or Canceled

41) In the baseline Change - Normal model, when the Change request goes to the Review
state, what happens to the implementation and testing tasks, if they have not been closed.

 A. They are automatically canceled

 B. They are automatically closed
 C. They are automatically assigned to the Change assignee and closed
 D. An error displays, requiring that the Tasks be closed before moving to Review

42) On the Unauthorized Change Properties module what can you configure? (Choose two.)

 A. Enable/Disable creation of Unauthorized changes

 B. Maximum number of unauthorized change records for a CI
 C. Unauthorized Change Dashboard
 D. CI classes to monitor

43) How do you describe the relationship between a Knowledge article and a Knowledge
base category?

 A. Articles can only be published to one category

 B. Articles must be published to at least one category
 C. Articles must be approved by the selected category owner
 D. Articles can be published to a category and subcategory

44) What are the different ways a user can provide feedback on a knowledge article? (Choose
four.)

 A. 10 Star scale
 B. Comment on Article
 C. Helpful?
 D. Flag Article
 E. 5 Star scale
 F. Pin Article

45) When using the Knowledge - instant Retire workflow, how does the Valid to date enact a
Knowledge article?
  A. On Valid to date, article is automatically retired
 B. On Valid to date, retire notification is sent to the Knowledge article author
 C. On Valid to date, retire notification is sent to the Knowledge base owner
 D. On Valid to date, the article is archived

46) In the ServiceNow native platform, the service catalog can be accessed via the Self-
Service > Service Catalog module. Your customer wants to make modifications to this home
page, to add, remove and re-arrange the categories.
Users with what roles can make these edits? (Choose two.)

 A. catalog_admin
 B. sc_catalog_admin
 C. catalog_editor
 D. sn_catalog_homepage_write
 E. admin

47) What would you use to create a New Hire Employee request which would allow you to
order your workstation and company mobile?

 A. Knowledge item
 B. Record Producer
 C. Catalog Item
 D. Order Guide
 E. Content Item

48)

Which tool allows process owners to use natural language to automate approvals, tasks,
notifications and other record operations with little to no code?

 A. Workflow Mapper
 B. Workflow Manager
 C. Flow Designer
 D. Flow Dashboard
 E. Process Designer

49) What process is responsible for defining and managing the lifecycle of all catalog items,
by producing and maintaining the services in the catalog and ensuring that a central, accurate,
and consistent source of data is provided?

 A. Service portfolio management

 B. Catalog item management
 C. Service mapping
 D. Service catalog management
50) Your customer needs different catalogs for:
Human Resources - employee facing - for submitting requests to HR
Customer - external customer facing - for ordering company products and services
When these catalogs are created, in which table would the definition be stored?

 A. Business Services Catalog [bs_catalog]

 B. Catalog [sc_catalog]
 C. Service Portfolio Catalog [sc_portfolio]
 D. Service Offering Catalog [sn_offering]

51) When creating a catalog, which field specifies who can edit, update, and delete catalogs,
categories, and catalog items?(DOUBT)

 A. Manager
 B. Contributors
 C. Owner
 D. Editors

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

 A. Requested Items
 B. Record Producers
 C. Categories
 D. Execution Plans

53) Which of the following are users able to do when configuring stages in Flow Designer?
(Choose two.)

 A. Display the stages to the requester

 B. Create any number of stages
 C. Import a copy of a pre-defined stage set
 D. Define the stage set in a subflow

54) When creating a catalog, which field specifies who is able to create, modify, and publish
items in the catalog?

 A. Editors
 B. Item Admins
 C. Item Owners
 D. Authors

55) When defining catalog categories and subcategories, what are some good practices to
follow? (Choose two.)

 A. Align categories with CMDB classes where possible

 B. Keep the number of top-level categories to 8-10
  C. Remember that items can only be assigned to one category
 D. Do not go to deep with subcategories: go only 1-2 levels deep

56) In request fulfillment, approvals can be required before a request can be fulfilled. Your
customer is worried about requests getting stuck in the process flow, if the approver is on
extended absence from the office.
What can you suggest to alleviate this concern? (Choose two.)

 A. The approver can use the Delegate module to assign a person to approve on their
behalf, while they are away from the office
 B. The approver can set their approval notifications to forward to their personal email
address
 C. The approval can be defined as a group approval, where any member of the group
can approve
 D. The approver can set their approval notifications to auto-reply with “approved” in
the subject line
serviceno
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Certified Implementation Specialist — IT Service Management

Time Remaining : 01:55:30

1 of 60. Which type of catalog item shouid be used to create an incident record from he portal?

A. Incident Template
B. Request Item
C. Record Producer
D. Order Guide

Mark this item for Iater review.

2022 XRYTERION. Inc. and KRYT ERION, Limited - All Righfs Reserved. l zz'Ns8iou"
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Certified Implementation Specialist — IT Service Management

Time Remaining : 01:55:26

2 of 60. Which Incident management roles are activated by inslalling the ITSM Roles plugin (com.snc.itsm.roies)?
Choose 2 answers
A. @ sn incident write
B. incident manager
C.@ sn incident read
D. ” itsm incident read
E. itsm incident write

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Time Remaining : 01:55:23

3 of 60. Which field from the configuration item will aulomatically populale in the Assignment group field of an incident record?
A. Managed by
B. Change group
C. @ Support group
D. Approval group

Mark this item for later review.

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Time Remaining : 01:55:20

4 of 60. A customer requests hat when the Service Desk agent clicks on the information icon for the Caller's name, the quick view
frame shows only the following fields.
• User name
• Manager name
• Email Address
• Employee ID

How would you modify the quick view frame?

A. Update the sys_gopup view for the caller table

B. Update the sys guich view for the caller table
C. Update the sys guich view for the user lable
D. Update the sys_gopup view for the user table

Ivlark this item for later review.

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Time Remaining : 01:55:16

5 of 60. Your customer has built a mature knowledge base, with articles targeted to internal audiences, which are technical.
Other articles are written for end users, with simple instructions. From the Incident lorm. the agents would like to be
able to identify v/hich articles are visible to the callers. What feature would you use. to satisfy this requirement?
A. Search as User
B. Show User Viewable
C. User Only View
D. Internal/External Highlighting

Mark this item for Iater review.

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Time Remaining : 01:55:13

6 of 60. Your customer is using the baseline Create Incident Catalog Item and should like to add a fmv additional input
fields. Hov/ should you update the catalog item?
A. Edit in Catalog Item Designer
B. Edit in Form Designer

C. Edit in Catalog Builder

D. Edit in Item Designer

Mark this item for Iater rev iew.

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Time Remaining : 01:55:10

7 of 60. Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of
Network Support. You have confirmed that:
• The Network Support group record has the Group types: Incident and Change
• The Network CAB group record has the Group type: Change

What could you do on the Incident form, for the Assignment Group field, to resolve this issue?

A. Add Dictionary Override to specify the Incident group Reference Qualifier

B. Add a UI action to provide an error message Q the Network CAB group is selected
C. Add a UI action to hide the Nehvork CAB group from the list
D. Modify the choice list to include only the appropriate group types

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8 of 60. Which capability provides visibility to dala joined between multiple lables?

A. Database Views

B. Breakdown Sources

C. Published Reports

D. Metric Tables
E. Custom Tables

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9 of 60. What tools are available to the assignee to help resolve an Incident?

Choose 2 answers
A. Enterprise CMDB Dashboard
B. \^/orkarounds

C. ” CI Class Manager

D. @ Incident Dverview Dashboard

E. @ Knowledge Articles

@ Mark this item for Iater rev iew.

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10 of 60. When using Inbound Email Actions. what happens if an email is received which has no watermark or reference number?

A. Email is rejected and auto-reply sent to sender

B. New case is created from the message

C. New incident created from the message

D. New interaction is created from the message

Mark this item for I ater review.

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11 of 60. Which module is a useful starting point for a manager to view current state operational information for Incident management?

A. . I\manager Workspace

B. . Incident > Overview

C. Critical Incidents Map

D. CMDB Health Dashboard

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12 of 60. Which role has the ability to configure and manage Incident Management properties?

A. incident manager
B. itil
C. itil admin
D. incident admin

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Time Remaining : 01:54:53

13 of 60. Which of the following options can a survey administrator define on an individual survey?

Choose 2 answers
A. Anonymize responses
B. Trigger conditions
C. The ability for end users to decline survey assignments
D. Number of survey reminder notifications

@ Mark this item for later review.

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Time Remaining : 01:54:49

J4 of 60. Nov do you define the content that is tracked and displayed in all Incident record activity streams?
A. Configure the dictionary entry for the Activily stream
B. Configure the incident form design
C. Configure the available fields from the Activily slream filter
D. Configure the Activity stream client script

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Time Remaining : 01:54:46

Answer—sys_choice
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Certified Implementation Specialist — IT Service Management

Time Remaining : 01:54:43

16 of 60. What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known
resolution?
A. Complete Investigation
B. Publish Workaround
C. Document a Known error
D. Document Five Whys
E. Complete RCA

Mark this item for later review.

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Time Remaining : 01:54:40

17 of 60. The Problem table is extended from what table?

A. Major Incident
B. Problem Task
C. Incident
D. Task
E. Outage

Mark this item for I ater review.

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Time Remaining : 01:54:37

18 of 60. 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?

A. ITSM Best Practice Group Assignment
B. Problem Assignment Group based on CI Support Group
C. Populate Assignment Group based on CI/SO
D. Populate Assignment Group based on CI Support Group

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Certified Implementation Specialist — IT Service Management

Time Remaining : 01:54:35

19 of 60. Your customer \\anls to change the nay Priority on Problem records is calculated based on Impact and Urgency.
'which module should you use to locate and update the Priorig Problem Lookup record?
A. Data Lookup Definitions
B. Priority Lookup Rules
C. Priority Ma\rix
D. Choice Lists

Mark this item for later revie /.

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Time Remaining : 01:54:33

20 of 60. The current slalus 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
ConstanL ProblemState STATES.FIX IN PROGRESS

Your customer wants to add a pre-requisite for moving out of the Fix in Progress state. When you update the script include which
value is better to use in Re script?
A. 104 ProbIemState.STATES FIX IM PRDGRESS
B. ProblemSlate.STATES.FiX IN PROGRESS
C. "Fix in Progress’”
D. 104

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Time Remaining : 01:54:29

21 of 60. The Problem Mana9er wants the Problem Coordinators to be able to Re-analyze a Completed Problem.

Which modrfle could they use to make this change?

& . ” . System UI > UI Actions
B. . ” . System UI > Form Actions
C. , ” . State Management > State Models
D. , ” . Problem > Administration > Problem Properties
E. . ” . System UI > UI Action Groups

-—, Mark this item for later review.

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Time Remaining : 01:54:27

22 of 60. Your Problem Manager has a structured problem management process. which includes a final reviewd the solution
implemented and of the data re{tarding incident reduction. When a problem is resok'ed. after implementing a lix. they
want the Post Fix Review task to be automatically created and assigned to the Problem asl;signee.

What feature would you use to meet this

requirement? & . ”
A . Flow Designer
B. . ” . Acfion Modeler
C. Task Creator
D. Workf!m Dashboard
E. . ” . Slate Model

" i Mark this item for later review.

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Time Remaining : 01:54:23

23 of 60. A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround.
instead of applying the fix. Aker a couple of weeks, the issue starts to occur more frequently. so management wants to re-
visit the root cause analysis.

What would be lie next step for this problem?

A. Administrator clicks Re-Open on the Problem Record
B. Problem Ivlanager clicks Re-Analyze on the Problem record
C. Problem Assignee clichs Re-Open on the Problem record
D. If 7 days has passed. since the Problem was closed, it cannot be re-opened

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24 of 60. Users \'.'ith '.which role can Communicate a \'.'orkaround or fix?

Choose 2 ans›'‹ers
A. problem admin
B. itil admin
C. problem coordinator
D. problem task analyst

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Time Remaining : 01:54:15

25 of 60. On a Change Approval Definition record, what does the ’wait for‘ condition define?
A. The fields that must be populated before the approval can be requested
B. The number or percentage of users from the approval group that must approve the change
C. Whether the change approval is sent to an individual user or a group
D. The state the change must be in before the approval notifications can be sent

Mark this item for later review.

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Specialist- IT Service

FmeRs
nag:0]:54
:]2

Option B
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Certified Implementation Specialist — IT Service Management

Time Remaining : 01:54:11

27 of 60. Which of the following are defined for a given change model?

Choose 3 answers
A. Phase transitions
B. State transition conditions
C. State model
D. State transitions
E. Phase model

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28.B
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Certified Implementation Specialist — IT Service Management

Time Remaining : 01:53:56

29 of 60. Which baseline Change Flow automatically generates a Change task. for Post ImplemenBtion Review?
A. Change - Emergency - Review
B. Change - P1 - Review
C. Change - Major Incident - Authorize
D. Change - Emergency - PIR
E. Change - Emergency - Authorize

Mark this item for later review.

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Time Remaining : 01:53:53

30 of 60. How are Releases related to Projects?

A. Project features are components of a release
B. Projects can be part of one or more releases
C. Projects are used to do root cause analysis for releases
D. Projects need to be completed before releases can be defined
E. Project tasks and Release tasks are interchangeable

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Time Remaining : 01:53:50

31 of 60. What baseline Change Flows support the baseline Normal Change model?

A. Change - Normal — New, Change - Normal — Review. Change - Normai — Close. Change — Implementation tasks

B. Change - Normal — New, Change - Normal — Assess. Change - Normai — ImpiemenL Change —
Implementation tasks
C. Change - Normal — Assess. Change - Normal — Authorize. Change - Normal — Close. Change —
Implementation tasks
D. Change - Normal — Assess. Change - Normal — Authorize. Change - Normal — Implement, Change —
Implementation lasks

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Time Remaining : 01:53:47

32of 60. Your cuslomer wants to use the Normal change model. but wants to add another level of approval for
changes relating to the Service, SAP Enterprise Services. \'Yhat should you do la safisly this
requirement?
A. Add a new SAP Enterprise Services Policy Input la the Normal Change Approval Policy
B. Add a new SAP Enterprise Services Decision la the Normal Change Workflow
C. Add a new SAP Enterprise Services Decision la the Normal Change Approval Policy
D. Add a new SAP Enterprise Services Change Approval Policy

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Time Remaining : 01:53:44

33 of 60. What is the Business Rule that triggers automatic group assignment on Incident, Problem or Change requests?
A. Automatic Assignment for ITOM
B. Auto-populate ITSM Assignment Groups
C. ITSM Assignment Lookup Rule
D. Populate Assignment Group based on CI/SO

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Time Remaining : 01:53:41

34 of 60. In the CAB '.workbench. what are some '.vays the CAB manager can identify the Change reguests to be added to a particular
meeting agenda?

Choose 2 ans›'‹ers
A. Change reguests for a certain Change Flo'.'/ Definition

B. Change reguests planned v.'ithin a certain date range

C. Use and' of the options on the Agenda Criteria Tab

D. Change reguests meeting di erent conditions. like Risk level or Type

Mark this item for Iater revie /.

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Time Remaining : 01:53:35

35 of 60. What actions can a user with the itil admin role take do in support of Change Management?

Choose 3 answers
A. Manage Risk Assessments

B. Create and manage Approval Policies

C. Delete Change

D. Manage Risk Conditions

E. Delete CAB Definition

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Time Remaining : 01:53:30

36 of 60. You have just upgraded your instance and have not migrated to mullimodal change. Using he default settings,
when you click on Change > Create new. what page displays?
A. Change Overview
B. Change Landing Page
C. Change Interceptor
D. Change Form

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Time Remaining : 01:53:26

37 of 60. Your cuslomer wants to add a notification to the Change - Emergency - Authorize Flow. What is the first Ifiing you
would do to meet this requirement?
A. Create a backup of the baseline Change - Emergency - Authorize Flow. and edit the baseline flow

B. Create a copy of the baseline Change - Emergency - Authorize Flu'.v. and then edit the new copy

C. Deactivate the baseline Change - Emergency - Authorize Flow

D. Unpublish the baseline Change - Emergency - Authorize Flow

Mark this item for Iater rev iew.

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Time Remaining : 01:53:23

38 of 60. What is an example of a Key Performance IndicaBr for Change management that is included w4h Performance
Analytics, but not available in ServiceNow reporting?
Choose 2 answers
A. % Successful Changes

B. Count of Completed Changes per Month. by Category

C. Count of Completed Changes per Month. by Change Type

D. % Unauthorized Changes

Mark this item for Iater review.

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EmeRemanng:O1:53:J8

A,B
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Time Remaining : 01:53:14

40 of 60. The owner of the internal IT knowledge base has assembled a team of subject matter experts who are spe-cially trained to create
articles which comply with IT standards. These team members still be the only people allowed to contribute to the knowledge base.
Due to their training. their articles will not require approval before publishing.

What workflow do you select for the IT knowledge base?

A. Knowledge - Instant Publish
B. Knowledge - Skip Approval
C. Knowledge - Auto Approve
D. Knowledge - SIvIE Publish
E. Knowledge - Auto Publish

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4J of 60. What are the different ways a user can provide feedback on a knowle-dge article?
Choose 4 answers
& Helpful ?
B. Flag Arlicle
C. S Star scale
D. . Comment on Article
E. 10 Slar scale
F. Pin Article

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42 of 60. When using the Knowledge - Instant Retire workflow. ho\v does the Valid to date affect a Knowledge article?

A. On Valid to dale. article is automatically retired

B. On Valid to dale. retire notification is sent to the Knmledge base ovner

C. On Valid to dale. retire notification is sent to the Knmledge article author

D. On Valid to dale. the article is archived

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Time Remaining : 01:53:04

43 of 60. A customer wants to add a new CaBlog Item la the Service Catalog. Y\'hat process would be used to ensure the new item is
authorized?

A. Catalog Management
B. Fulfillment Management
C. Change I\/lanagement
D. C onfiguration Management
E. Release Management

Mark this item for Iater rev iew.

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Time Remaining : 01:53:01

44 of 60. In the ServiceNo\v native platform, the service catalog can be accessed via the Self-Service > Service Catalog
module. Your customer wants to make modifications to this home page, to add, remove and re-arrange the
calegories.

Users with what roles can make these edits?

Choose 2 answers
A. sc catalog admin
B. sn cataIog_homepage write
C. catalog editor
D. catalog admin
E. admin

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45 of 60. What would you use to create a New Hire Employs-e request which would allow you to order your workstation and company
mobile?

A. Record Producer

B. Content Item

C. Catalog Item
D. Kno\vledge Item

E. Order Guide

Mark this item for Iater rev iew.

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Time Remaining : 01:52:53

46 of 60. Which tool allows process owners to use natural language to automate approvals, tasks. notifications and other
record operations shh little to no code?
A. Flow Designer
B. Flow Dashboard
C. Process Designer
D. Workflow Mapper
E. Workflow Manager

Mark this item for Iater rev iew.

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Time Remaining : 01:52:50

47 of 60. What process is responsible for defining and managing the lifecycle of all catalog items. by producing and maintaining the services
in the catalog and ensuring that a central, accurate. and consistent source of data is provided?

A. Service mapping

B. Service catalog management

C. Service portfolio management

D. Catalog item management

Mark this item for Iater rev iew.

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Time Remaining : 01:52:47

48 of 60. Your customer needs dillerent catalogs for:

• Human Resources - employee facing - for submitting requests to HR
• Customer - external customer facing - for ordering company products and services

When Ihese catalogs are created, in which table would the definition be stored?
A. Service OlTering Catalog [sn offering]
B. Catalog [sc catalog]
C. Service Portfolio Catalog [sc portfolio]
D. Business Services Catalog [bs catalog]

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Time Remaining : 01:52:44

49 of 60. Which type of catalog item may be found in a Service Calalog?

A. Record Producers
B. Requested Items
C. Categories
D. Execution Plans

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Time Remaining : 01:52:41

50 of 60. Which of the following cannot be defined or set through a Catalog Ui Policy?

A. Reverse UI Policy if conditions are false

B. Apply a reguirement to all form views

C. Setting a variable to read-only

D. Setting a variable to mandatory

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Time Remaining : 01:52:39

51 of 60. When creating a catalog, v/hich field specifies who is able to create, modify, and publish items in the catalog?

A. Item Admins
B. Editors
C. Authors
D. Item Owners

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Time Remaining : 01:52:36

52 of 60. When configuñng stages in Fiovz Designer. v/hat are some of lie options that can be done?
Choose 2 answers
A. Estimated durations can be set
B. Define a Service Level Agreement for a stage

C. States for the requested item records can be renamed

D. Stage labels and names can be changed

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Time Remaining : 01:52:30

53of 60. Nov are Service Catalogs and Catalog Items related?
Choose 2 answers
A. Access to catalog items is determined by the service cataIog”s assigned user cr4eria
B. A catalog item can be associated with one or more service catalogs
C. A catalog item can only be associate-d with one service catalog
D. Service catalogs may contain multiple catalog items

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Management

Time Remaining : 01:52:25

54 of 60. In request fulfillment, approvals can be reguired before a request can be fulfilled. Your customer is worried about requests getling
stuch in the process flow. if the approver is on extended absence from the office.

What can you suggest to alleviate this concern ?

Choose 2 ans\vers
A. The approval can be defined as a group approvai, where any member of the group can approve
B. The approver can set their approval notifications to fonvard to their personal email address
C. The approver can set their approval notifications to auto-reply with "approved”’ in the subject line
D. The approver can use the Delegate module to assign a person to approve on their behalf. while they are
away from the oFce

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Time Remaining : 01:52:20

55 of 60. Released in Ouebec, what tool enables you to dele-gate the creation and maintenance of common and simpie use case Catalog
Items to business users?

A. Catalog Builder
B. Catalog Item Builder
C. Catalog Wizard
D. Catalog Designer

Mark this item for I ater rev iew.

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Time Remaining : 01:52:17

56 of 60. Your implementation team has a new Business Analyst. They will be attending their first Service Catalog
workshop and will be responsible lor capturing notes and decisions from the workshop.

WTiat Now Create assets do you recommend they review', to prepare?

Choose 2 answers
A. ITSM - Business Outcomes and Corresponding KPIs
B. Service Catalog and Request Mgmt - Process Guide
C. Service Catalog and Request Mgmt - Workshop Preparation Guide
D. IT Service Management - Typical Challenges and Remediation

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Certified Implementation Specialist - IT Service Management

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Answer—Catlog_admin
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Certified Implementation Specialist — IT Service Management

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58 of 60. Given the class structure shown below, which types of Cls will be included in a report run against the cmdb ci computer table?

---- cmdb ci
---- Wdb ci hardware
---- cmdb_ci_computer
---- cmdb ci server
--- --- ---- - -- - - -- - cmdb Ci win_sei-ver
---- ---- ---- ---- ---- ---- cmdb c Tinu seer
---- ---- ---- ---- ---- ---- cmdb uni sewer
---- ---- ---- ---- cmdb_ci_qc_hardware

& . ” , Cls defined directly in cmdb ci computer and all parent classes
B. . ” , Jnst Cls defned directly in cmdb ci computer
C. ” , Cls defined directly in cmdb ci computer and all child classes

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Certified Implementation Specialist — IT Service Management

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59 of 60. Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Dalabase Classes?

A. CI Class Manager
B. Dependency View
C. Application Menus
D. Reports

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Certified Implementation Specialist — IT Service Management

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60 of 60. What would you use to define a common grouping of configuration ilems such as all web servers in Miami?
A. Dependent group
B. CI class
C. CSDM component group
D. Dynamic CI group

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