What module is used to provide link about the company policy details(external) ?

A user wants to know what makes the Known Error knowledge base in ServiceNow different from all other knowledge bases. How should you respond?

What Knowledge base feature can you use to standardize the sections and fonts on a knowledge article?

To manage approvals on individuals catalog items, what table should the workflow run on ?

In the baseline configuration, SLA uses percentages of SLA duration to determine when to send breach warnings and breach notice notifications.

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

For an incident, which of the following are used when calculating the value of the Business Duration field?

What is the minimum role required to delete a Problem?

Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?

On the Release record, what are the available options on the Release phase list?

Which of the following actions on the Incident table require the itil_admin role? / In the baseline platform configuration, which Incident Management function is limited to users with roles of either itil_admin or admin?

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

Where can a change manager define the interval frequency for unauthorized change detection?

Conflict detection in change management can identify conflicts from which of the following reasons?

What should you use to capture data in a grid layout on a catalog item?

A Knowledge Article can be associated with multiple Knowledge Bases.

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?

Which catalog property allows users to save partially-completed requests to complete and submit at a later time?

Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms.

What do you recommend to your customer?

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?

What is the minimum role required to delete a CI?

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 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?

Which record type would you use for a View Company Policies link that would redirect to a Knowledge Article?

Which of the following roles can delete a problem task? (Choose two.)

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?

Which platform feature is used to determine whether an Incident meets the conditions for First Call Resolution?

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 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.

Your customer is a data center. They have a construction requirement that builds out spaces for new customers. The customer account representatives are responsible for initiating the customer request. The guidelines are extensive for how to complete the construction request documentation.

Your customer wants a catalog to contain two items:

1. A request with 1 approval and 2 fulfillment tasks
2. A link to a knowledge article

What type of item would you use to satisfy the requirement for the Construction request?

Which of the following is NOT a way Service Catalog Requests may be submitted in a baseline ServiceNow instance?

Your implementation has some legacy change types with workflows, and also some new change models. What option for Change Create New will support your scenario?

Inside a change flow, you can automate a task with a sequence of related steps, like looking up a record, creating a record, or applying a policy. What is this component of the flow called?

Which of the following represents how Knowledge Management subscriptions and article versioning are enabled?

A manager wants to run a report on the computer catalog items, to see how many requests are being made for the add on extra memory, as compared with those requiring only the base memory. How would you meet this requirement?

Which role can delete incident record?

From __________ table, all technical CI's gets extended?

Which of the following conditions can be evaluated by Change Management Conflict Detection? (Choose three.)

Which of the following outlines the ways changes may be related to incidents?

Which table does the "Knowledge Base" table extend from?

How many classes extend the Base Configuration Item [cmdb]?

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?

Which module is used to provide details about the searches in Knowledge Base?

Which of the following variables is NOT supported within a multi-row variable set?

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

When defining SLAs for the service catalog, at what level is the SLA typically defined?

True or False: Conflict Detection must be triggered manually for Changes using the Check Conflicts UI action.

Which Change request fields are used in conflict detection? (Choose three.)

What types of Conflicts are detected automatically on the Change request? (Choose three.)

In Change Management, what does a Model State contain? (Choose two.)

A KCS article uses what feature on a knowledge article?

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

Which property on an order guide will pass variables from one item to another item with equivalent variables? / Which variables is used to populate the variable on each catalog item used in Order guide?

When does a State of On Hold pause an SLA?

In baseline incident, Which field shows 'first time to resolve'?

What are the different ways a user can locate items in a service catalog? (Choose two.)

Why does the Problem record doesn’t get closed after being fixed?

Which of the following are valid problem tasks types? (Choose two.)

Your client indicates they would like a way to designate VIP callers on an incident form. How would you accomplish this?

In the Quebec release of Change management, what new architectural features were added?

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

Primary tables associated with Request Fulfilment begin with the prefix _______________ ?

Which of the following are configurable unauthorized change properties? (Choose 2 answers)

In the baseline configuration for Change Management, how do users access approved Standard Change templates?

What are the states of items, created via catalog builder? (Choose 3 answers)

In the baseline platform configuration, a end-user with no assigned roles can read an Incident when they are

From a data model perspective, which table is the base class for the configuration management database?

In Change management, what allows customers to define condition based flows for a fit for purpose model?

What functionality can be used to define the sequence of activities that should be taken to complete catalog items? (Choose two.)

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

Workflow for a KB article is defined where? / Knowledge Workflow is defined at what level?

What is the purpose of "reassignment_count" field in incident table?

Which application or module enables you to create template for service catalog item creation?

Tester couldn’t find the Create a known error article related link on Problem record. What could be the reason?

In the baseline configuration, ONLY emergency changes require a Post Implemtation review (PIR).

Which of the following is used to group multiple catalog items that are usually ordered together in one request?

Which catalog client script is used to hide the choices on the catalog variable for end user in ServicePortal ?

VIP Caller on Incidents

If you hover over the reference icon for a Caller, and a sys_popup view hasn’t been configured, which view is used?

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.)

Where are the timeframe conditions for sending an SLA breach warning notification defined?

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?

In the baseline platform configuration for an Emergency Change, __________ is required before a Change can be scheduled.

What kind of end user would be able to close and incident even though they have no roles?

Unless there are particular security requirements, what role is given to users that perform request fulfillment work?

Which of the following is NOT a typical method to propose a new standard change?

User criteria' is not applicable on Knowledge bases.

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?

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?

Where can a change manager define the conditions that must be met before a change request can move from one state to another?

Which record type would you use for an Ask a Question form that would generate an Incident?

Which role can close problem record?

Which of the following objects on the Shopping Cart Widget can be displayed or hidden using Maintain Cart Layouts settings? (Choose two.)

Prior to Quebec, when you click Change > Create New, which page is displayed?

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?

The knowledge [kb_knowledge] table is extended from ______________.

Which of the following statements are true

A tester reports a bug, because they submitted a Known Error article from a Problem record, but it is not visible from the Known Error database. What could cause this?

What is the purpose of "Cascade Variables" checkbox in order guide?

Which record type would you use for computer request?

By default, CAB Approval is only requested for normal changes with moderate to high risk.

Every Catalog item uses the same workflow to manage approvals

Metrics for an incident is calculated based on

Problem management provides what benefits for incident management? Choose 2 answers

Which of the following is the goal of problem management?

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?

What is an example of a good use case for an Order Guide?

Which role has the ability to create a new CI class?

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?

If the Assignment group is empty on an incident record, what happens when an agent that is a member of a single user groups clicks the Assign to me UI action?

When building multiple catalog items, which components would you evaluate for consolidation and re-use? (Choose two.)

Configuration changes to the Change Management - CAB Workbench Application must be done in the global scope.

The Standard Change Template [std_change_record_producer] table is extended from the ____.

A problem record is the parent to what record?

Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?

What are the Release types available on the baseline release record?

Which of the following roles has the ability to create and manage user criteria for service catalogs?

Which of the following are defined as release phase which is used to group tasks required to carry out the release? Choose 4 answers

Change Management uses the workflow engine by default to facilitate approvals and processing for each type of Change, including Emergency, Normal, and Standard.

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?