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ServiceNow CIS ITSM Questions and
Answers Already Passed
Which type of workshop identifies the technical requirements for implementation? ✔✔Technical Workshop (page 17)
TRUE/FALSE: Technical workshop and process workshop can be combined in one workshop. ✔✔TRUE (page 17)
TRUE/FALSE: Technical consultants should attend workshops. ✔✔TRUE (page 19)
TRUE/FALSE: Technical consultant should participate in requirements workshop(s) and should encourage customizing ServiceNow OOTB processes in order to align with the organizations current processes. ✔✔FALSE (page 20)
TRUE/FALSE: ServiceNow is a very flexible platform. Therefore it is encouraged to customize ITSM processes to match any requirements from the customer. ✔✔FALSE (page 20)
How can you remove demo data? ✔✔You can request that through the HI portal (page 29)
TRUE/FALSE: When implementing ServiceNow, deleting demo data and populating foundation data is often the first step. ✔✔TRUE (page 29)
TRUE/FALSE: A group can have a parent group. ✔✔TRUE (page 30)
How does the CMDB aid ITSM processes? ✔✔Identifying potential upstream or downstream impacts.
Associating configuration items to incidents, problems or change records.
Identify the affected applications which helps in prioritization.
Identifying respective support and approval groups.
Provides CI relationship data to use for release planning and for knowledge documentation.
(page 32)
What are the ways that can be used to create configuration items? ✔✔Manual creation
Service Catalog
Import from External Source
Integrations
TRUE/FALSE: Technical configuration items extend the Base Configuration Item table [cmdb]. ✔✔FALSE (page 34)
Which table stores CI Relationship data? ✔✔cmdb_rel_ci
(page 35)
Which module would you use to navigate to CI Relationships? ✔✔There is no module that links to the table. Navigate to the table by typing cmdb_rel_ci.list in the Filter Navigator. (page 35)
Which table does the "Knowledge Base" table extend from? ✔✔Knowledge Base table doesn't extend from any other table. (page 53)
Which table is used to store Knowledge articles? ✔✔kb_knowledge (page 53/54)
Which table can be used to build a report to see which knowledge articles are no longer viewed by users? ✔✔kb_use (page 54)
What is the purpose of the table "Knowledge Use" [kb_use]? ✔✔It tracks knowledge articles that have been attached to incidents.
It tracks how many times a knowledge article was viewed.
(page 54)
Which plugin should be activated to enable Article Versioning in Knowledge Management? ✔✔Knowledge Management Advanced Installer (page 54)
TRUE/FALSE: Article Versioning can be enabled by setting the property "Enable article versioning feature" to Yes. ✔✔TRUE (page 54)
How do you make an article visible in the featured content section? ✔✔Add the article to the featured content related list in a knowledge base (page 55)
Which table is used to store all the searched performed against knowledge base articles? ✔✔ts_query_kb (https://bit.ly/3voKwbv)
What user feedback actions are stored on the kb_feedback table? ✔✔Flags
Helpful (Yes/No)
Star Rating
Comments
TRUE/FALSE: Users with the itil role can update any incident except closed. ✔✔TRUE (page
Which users have the permission to close an incident? ✔✔Itil Admin
Incident Caller
(page 73)
How many avenues are there to create a new incident and what are they? ✔✔5: Portals, Incident Application or Workspace, Support Chat, Inbound Email, Integrations (page 79)
TRUE/FALSE: When an incident is created for a VIP caller, the caller color will change. ✔✔TRUE (Page 81)
TRUE/FALSE: Field Decorations are controlled by the "ref_contributions" attribute. ✔✔TRUE (page 81)
How do you automatically show the user employee number when searching for a user in the caller field? ✔✔Modify "ref_ac_column" attribute for the Caller field (page 81)
TRUE/FALSE: Categorization driven by configuration item is recommended for customers with robust and Mature CMDB. ✔✔TRUE (page 84)
What module can be used to define incident priority rules? ✔✔System Policy > Rules > Priority Lookup Rules (page 86)
TRUE/FALSE: The calculation of incident priority is based on both impact and urgency fields. ✔✔TRUE (page 86)
How do you change the logic of calculating incident priority? ✔✔Modifying the records in the Priority Lookup Rules table (page 86)
What can an end user see in the related search result section? ✔✔Knowledge articles OR Catalog items (page 90)
TRUE/FALSE: Inbound Actions can be configured to enable creating or updating incidents. ✔✔TRUE (page 94)
TRUE/FALSE: Even though there are business rules to keep State and Incident State in sync, it is recommended to use Incident State. ✔✔FALSE (page 117)
TRUE/FALSE: Script includes that has SNC in their names has paired script includes with the same name but without SNC. ✔✔TRUE (graphic on page 118)
What is the intent of the Watch List in some notifications? ✔✔To copy people on notifications sent to the caller (page 119)
TRUE/FALSE: It is recommended to use "Changes to" instead of "Is" in notification conditions. ✔✔TRUE
(page 119)
TRUE/FALSE: The contextual search feature allows end users to see related knowledge articles, catalog items, resolved incidents and resolved problems to help them solve their problem before they raise an incident. ✔✔FALSE (page 149)
TRUE/FALSE: Some Performance Analytics functionality for incident management is available in the baseline instance but Performance Analytics Premium license should be purchased ✔✔FALSE (page 150)
What is the purpose of the "reassignment_count" field in the incident table? ✔✔It stores the number of times the "Assignment group" value changed (page 151)
What is the purpose of the "reopen_count" field in the incident table? ✔✔It stores the number of times the incident state changed from Resolved to Open. (page 151)
TRUE/FALSE: Database views are SQL Joins between tables to facilitate reporting. ✔✔TRUE (page 153)
TRUE/FALSE: There are two integration points available in ServiceNow ITSM: Platform Web Services and Event Management. ✔✔TRUE (page 160)
TRUE/FALSE: It is possible to crate incidents automatically based on alerts from Event Management. ✔✔TRUE
(page 160)
(page 176)
TRUE/FALSE: It is possible to use the same categories for both incidents and problems. ✔✔TRUE (page 179)
What should you do to customize the fields that get copied from an incident when creating a problem from an incident? ✔✔Modify the "com.snc.problem.create_from_incident.attributes" property in Problem properties. (page 181)
Which columns get copied from the incident when creating a problem according to the OOTB implementation? ✔✔Incident Number
Description
Short Description
Configuration Item
Service
Service Offering
Impact
Urgency
Priority
Company
Domain
Category
Subcategory
(page 181)
What are the states of a problem task? ✔✔New
Assess
Work in Progress
Closed
(page 185)
What are the types of problem tasks? ✔✔Root Cause Analysis
General
(page 187)
Which module would you use to see problem tasks that are assigned to you? ✔✔Service Desk > My Work
Which role(s) can update change type? ✔✔No role or user has the ability to update the change type. (page 222)
TRUE/FALSE: The itil user role is permitted to read CAB definitions. ✔✔TRUE (page 223)
What is the minimum role required in order to delete a change? ✔✔itil_admin (page 223)
TRUE/FALSE: According to the OOTB implementation, you can only create normal change or emergency change from a problem, but not standard change. ✔✔TRUE (page 227)
What are the valid states for STANDARD Change requests? ✔✔New
Scheduled
Implement
Review
Closed
Canceled
(page 236)
When does the Actual End Date get auto-populated in the change request form? ✔✔When the state changes to Review (page 238)
When does the CAB Date get auto-populated in the change request form? ✔✔When change is added to a CAB meeting agenda (page 238)
TRUE/FALSE: By default, CAB Approval is only requested for normal changes with moderate to high risk. ✔✔TRUE (page 270; step 8)
Which two tables does the change_task_sla database view join? ✔✔task_sla
change_task
(page 288)
Which database view is useful is you need to create a report of the changes that were closed by category? ✔✔change_request_metric
(page 288)
Which two tables does the change_request_sla database view join? ✔✔task_sla
TRUE/FALSE: A user with the role catalog_admin can manage user criteria. ✔✔TRUE (page
What role can delete a catalog? ✔✔catalog_admin (page 331)
TRUE/FALSE: ServiceNow doesn't recommend having a service for generic requests in the service catalog. ✔✔FALSE (page 338, purpose of Process workshops)
TRUE/FALSE: According to ServiceNow recommendations, the user who makes a service request should be informed about the expectations for approval and delivery. ✔✔TRUE (page
Which service catalogs are available OOTB as demo data? ✔✔Service Catalog
Technical Catalog
(page 341)
What best describes the purpose of the "Enable Wish List" checkbox in the catalog form? ✔✔It allows requesters to partially fill a service request form and submit the service request later
(page 342)
To how many levels can categories be nested in a service catalog? ✔✔There is no technical limit regarding the depth the categories can be nested. (page 343)
What is used to determine which users can see certain catalog items? ✔✔User Criteria (page
Which role(s) can maintain user criteria? ✔✔user_criteria_admin
catalog_admin
(page 344)
TRUE/FALSE: Even though some catalog items approval workflow might be similar, it is recommended to have separate approval workflow for each catalog item. ✔✔FALSE (page 353)
Which fields does ServiceNow recommend to move to the Advanced view of the catalog item form? ✔✔No cart
No quantity
No order
