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A comprehensive set of questions and answers covering key aspects of servicenow's configuration management, request fulfillment, incident management, and knowledge management modules. it's a valuable resource for students and professionals seeking to deepen their understanding of itsm principles and servicenow's implementation. The q&a format facilitates learning and knowledge retention, making it ideal for exam preparation or self-study.
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Config Management - Ways to create CI ✔✔Manually,
Import external data,
Use ITOM Discovery
What are the baseline problems states? ✔✔New
Assess
Root Cause Analysis
Fix in Progress
Resolved
Closed
Request Fulfillment Life-cycle (4) ✔✔Submission, Approval, Fulfillment, Closure
Change Life-cycle (4) ✔✔Creation & Scope, Approval Implementation, Closure
Incident lifecycle (4) ✔✔Creation & Classification,
Investigation & Diagnosis,
Resolution,
Closure
Incident - Which fields are copied from parent to child incidents (4) ✔✔State,
Closed notes,
Comments,
Work Notes
What are the methods to initiate a Request? ✔✔Service Portal, Service Catalog Application, Incident Record, Email, Service Desk
What are the possible ways have a request approved? ✔✔Individual User, by approval group, at REQ level, at RITM level.
What are the 4 closure status for a catalog request? ✔✔Closed Complete, Closed incomplete, Closed Rejected, Closed Cancelled
What are the related links in the baseline instance? ✔✔Communicate Workaround
Post Knowledge
Post News
What are the problem closure states in the baseline image? ✔✔Pending Change
Close/Resolved
What are the stages for a change request in the baseline instance? ✔✔New
Assess
Authorize
Scheduled
Implement
Review
Closed
Canceled
What are the phases of the Knowledge Management life-cycle ✔✔Draft
Review
Publish
Retire
What are the possible methods to create a knowledge article? ✔✔Manual using the 'Create new' module
From an existing record, e.g. Incident, Problem, Case (CSM)
Importing from Word Document
Importing using internal integration (e.g. Sharepoint, Box, IBM Lotus)
What are the OOTB templates for Knowledge Articles? ✔✔FAQ
What is
KCS Article
How to
What are the configured schedules in the baseline instance for Change Conflict Detection? ✔✔Scheduled date >= 1 Month away - every 7 days
Scheduled date < 1 Month away - every 2 days
Closed - 7
Canceled - 8
What are the Incident 'On Hold' state reasons? ✔✔Awaiting Caller
Awaiting Change
Awaiting Problem
Awaiting Vendor
What does the 'Business Duration' metric record for an Incident? ✔✔The elapsed time based on the associated SLA.
What does the 'Calendar Duration' metric record for an Incident? ✔✔The total elapsed time until the incident was resolved.
What does the 'Child Incident' metric record for an Incident? ✔✔The number of linked Child Incidents
What does the 'Reopen Count' metric record for an Incident? ✔✔The number of times an incident was reopened.
What does the 'Reassignment Count' metric record for an Incident? ✔✔The number of times an incident was reassigned to a different assignment group.
What are the tables used for Knowledge management? ✔✔Knowledge Bases - kb_knowledge_base
Articles - kb_knowledge
Categories - kb_category
Version - kb_version (Needs Advanced Plugin)
Article views - kb_use
All User Searches - ts_query_kb
What are the topics will need to be covered during a scoping discussion with the customer for a Knowledge Base implementation? ✔✔Content
Integration
Process
Security
Closed Complete - 3
Closed Incomplete - 4
Closed Skipped - 7
What are the Request Task (table) States and their values for Request Fulfillment? ✔✔Pending Approval - requested
Approved - in_progress
Closed Complete - closed_complete
Closed Incomplete - closed_incomplete
Closed Cancelled - closed_canceled
Closed Rejected - closed_rejected
What are the States and their values in both the Task table and Problem table? ✔✔Open - 1
Known Error - 2
Pending Change - 3
Closed/Resolved - 4
What fields and values are copied from a problem to a knowledge article when the 'Post Knowledge' UI Action is used? ✔✔Title -> Number + Short Description fields
Text -> Description + Workaround fields
Source -> "Problem"
How are field decorations configured for a field on a form? ✔✔Configure the 'Reference contributions' (rel_contributions) attribute in the dictionary definition of a field.
What link is used to configure the popup for a field? ✔✔https://[instance].service- now.com/
