Your implementation team has a new Business Analyst. They will be attending their first

Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.

What Now Create assets do you recommend they review, to prepare? (Choose two.)

A customer wants to add a new Catalog Item to the Service Catalog.
What process would be used to ensure the new item is authorized?

Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)

When using the Email Client, what is the difference between an Email Template and a Quick Message?

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

Which one of the following workshops identifies the technical requirements for implementation?

The Incident Task [incident_task]/Change Task table is extended from the ______________ table.

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

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

Which capability provides visibility to data joined between multiple tables?

A problem investigation had been previously closed, because the risk was accepted, in favour of using the workaround instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently so management wants to re-visit the root cause analysis.
What would be the next step for this problem?

Which of these roles has the ability to create change approval policy?

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

In what table are Change records stored?

How are Releases related to Changes?

What is the best practice to use Incident State value in scripting?

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?

What baseline Change Flows support the baseline Normal Change model?

Which of the following CANNOT be performed by catalog_editor role?

Which of the following are valid problem states? (Choose all that apply)

Single view which specifies the CI class Hierarchy and table definition

Where are the technical approvals defines, that are executed in the Change – Normal – Assess flow?

Technical workshop and process workshop can be combined in one workshop.

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?

Which field from the configuration item will automatically populate in the Assignment group field of an incident record? / Which field on CI may be used to route incidents to the appropriate group to quickly resolve Incidents related to the CI?/ Which field on a CI record may be used to expedite incident routing and resolution?

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?

When you create a problem from an incident, impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don't want the values from incident to be copied over.
Users with what roles could make this type of update? (Choose 2 answers

Released in Quebec, what tool enables you to delegate the creation and maintenance of common and simple use case Catalog Items to business users?

When re-analyzing the problem, to which state it is redirected to? /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 on the problem record?

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

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.)

In the base platform configuration, what automatically happens to an incident in a Resolved state after 7 days?

Which of the following are valid states for Requested Item Catalog Task? (Choose all that apply.)

Your customer wants to use the Service Catalog to generate task-based records for end-user inquiries. What Service Catalog capability can you use to generate these records?

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

What is the Duration field on Problem?

Your customer wants to add a notification to the Change - Emergency - Authorize Flow. What is the first thing you would do to meet this requirement?

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

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

What optional Incident table is extended from the Task table?

On a change approval definition record, what does the 'wait for' condition define?

From which table, is the Incident table extended from?

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

Incident may be closed after a specified duration after

Which table stores incident categories and subcategories? On the incident form, category and subcategory fields include a drop-down list of potential field values to allow users to categorize Incidents Which table stores the list of potential field values displayed in these two fields?

You have just upgraded your instance and have not migrated to multimodal change. Using the default settings, when you click on Change > Create new, what page displays?/
Create New change module defined in

What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting? (Choose two.)

How do you define the content that is tracked and displayed in all Incident record activity streams?

Which role has the ability to configure and manage Incident Management properties?

A customer requests that when the ServiceDesk 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?

What would you use to define a common grouping of configuration items such as all web servers in Miami?

In the baseline instance configuration for incident management, when impact = 3, low and Urgency = 3, low, the priority will be set to 5 planning.
The customer requirement is to set the property to 4-low, given these impact and urgency settings. Where should this be changed in the platform?

Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency. Which module should you use to locate and update the Priority Problem Lookup record?

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?

What is a disadvantage to displaying the assign to me button on a task record?

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.)

Which Search Function do you use to find Knowledge Articles on an Incident?

What tools are available to the assignee to help resolve an Incident? (Choose two.)

When a user clicks on the Communicate fix UI action on the Problem form, what happens?

How are Releases related to Projects?

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 coordinator creates a new task, they should have a new option for Post Fix Review.

Which module should you use to add another option to the problem task option page?

Where is the behaviour of priority data lookup defined for a problem record?

In request fulfilment, approvals can be required before are quest can be fulfilled. Your customer .defied 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 2 answers

Your Problem Manager has a structured problem management process which includes a final reviewed 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?

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?

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

Knowledge Ratings are stored in the _____________ table.

By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?

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

Which role is required to close a problem?

The Problem table is extended from what table?

Which baseline Change Flow automatically generates a Change task for Post Implementation Review?

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?

What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

Which Incident management roles are activated by installing the ITSM Roles plugin (com.snc.itsm.roles)? Choose 2 answers

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

What module do you use to change the setting for the time between incident Resolution and Closure?

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

The owner of the internal IT knowledge base has assembled a team of subject matter experts who are specially trained to create articles which comply with IT standards. These team members still be the only people allowed to contribute to the knowledgebase.

Due to their training their articles will not require approval before publishing.
What workflow do you select for the IT knowledge base?

Which role has the ability to modify the cart layout?

Which of the following options can a survey administrator define on an individual survey? Choose 2 answers

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

The current status of a problem record is tracked in the State field. Each state has a label, value and constant. This example is for
State: Fix in Progress
Label: Fix in Progress
Value: 104
Constant: Problem State.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?

Which key performance indicators can be influenced by effective Problem Management?

What should you consider, when deleting demo category value?

On the Change Record form, the process flow formatter is used to _______.

Given the class structure shown below, which types of CIs will be included in a report run against the cmdb_ci_computer table?

How are Service Catalogs and Catalog Items related? (Choose two.)

Which role would give you access to the CI Class Manager?

When configuring stages in Flow Designer, what are some of the options that can be done? (Choose two.)

Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)

What tools are available to the assignee to help resolve an Incident? Choose 2 answers

Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)

Your customer is using the baseline Create Incident Catalog Item and should like to add an additional input field. How should you update the catalog item?

Which of the following modules can be used to define incident priority rules?

When you create a problem from an incident, impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don't want the values from incident to be copied over.
What module would you use to make this adjustment?

______________ results are displayed in the related search when an incident short description is entered?

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 canceled. How could you meet this requirement? (Choose two.)

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

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

What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)

When using the Knowledge - instant Retire workflow, how does the Valid to date enact a Knowledge article?

What are two effective measures of performance for the Problem Management process?(Choose two.)

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

What is the trigger for the Change - Normal - Assess Flow?

Which of the following roles can close a problem? (Choose three.)

Which of the following CANNOT be performed by catalog_manager role?

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

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

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

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

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

Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?

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? / How does the Service Desk agent attach knowledge Articles to Task based on access?

Released in Quebec, what tool enables the creation of templates for Catalog Items?

Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services.
What should you do to satisfy this requirement?

A requested item may be associated with one or more Requests.

Which of the following defines the approvals that should be applied to a change request?

When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)

Which of the following are valid states for standard change request? (Choose all that apply)