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

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.)

In the baseline platform configuration, the Problem states include ____________

Which module is used to view a list of Knowledge Bases?

Request fulfillment relies on three record types, Requests, Requested Items, and Catalog Tasks. The lifecycle status of these records is reflected in a combination of state and stage fields. Which status field is set by the flow?

Which of the following is NOT included in the Incident Management Lifecycle?

In the baseline platform configuration of Change Management, which of the following are controlled by the Change Request – Normal workflow?

What are some good practices for guiding your customers' use of Notifications? (Choose three.)

A customer has a requirement to allow staff to copy existing Changes. However, they want to add the Work Notes List field to the fields included in the copy operation. Which approach is recommended to satisfy this requirement?

Why don't Problem records automatically move from Resolved to Closed after the fix is implemented?

Which of the following represents a benefit of implementing Knowledge Management?

In Change Management, the Risk Calculator is used to:

A new problem manager wants a high level view of the activities in problem management. What module do you recommend?

Which method should be used to convert a Date to a string in the current user’s locale?

Select the ServiceNow functionality that may be used in the Assess phase of Change Management to evaluate the potential impact of a Change.

What is the base table for CMDB?

Where should an admin go to view all of the search queries entered by users in the knowledge search?

In the Content item, what is the “Catalog content” option in “Content Type” used for?

On a Normal Change Model, what are some examples of the Model State Transitions that are defined for the Authorize state?

Which table is used to store all the searches performed against knowledge base articles?

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?

Problem Management Investigation and Diagnosis activities include _________?

True or False: Once an Incident is placed in a Resolved State, the Caller may no longer re-open the Incident.

In incident management, to impose pre-requisite or limits for moving one state to another, where should the new logic be added? / How to add restriction on moving incidents from one state to another?

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

As of Quebec, Problem task records will move automatically from one state, to another state, provided the required fields are filled. What are those states?

In Change Management, what is the purpose of the Risk Assessment Survey?

Which of the following catalog client script methods will modify the choice list options available to an end user on a catalog item?

What is the minimum role required for a user to create an Emergency Change?

When a user submits a service request from a catalog, what actions are triggered, based on the flow definition? (Choose three.)

When evaluating Change Request States in a Script Include, which is the preferred method for referencing a State?

Which of the following statements is true when an Incident has several child Incidents?

Change task can manually be added in the following states (choose 3 answers)

A record is added to the _______ table each time a Knowledge article is viewed. The record includes fields to identify the user who viewed the article and whether the article was attached to a Task. / Each time a knowledge article is viewed, a record with the user identity and whether the articles was attached to a task, is added to which table?

Which type of Service Catalog component allow a user to describe their needs, choose options, and then check out ordering multiple items at once according to their selections?

What Knowledge Management capability allows users to ask and answer questions amongst peers within a Knowledge Base?

True or False:In the baseline platform configuration, a Configuration Item must be specified before Approvals are requested for a Change Request.

What is the purpose of reopen_count field in incident table?

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?

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

In knowledge management, which conditions must be met before the 'Import from Word' icon/ button appears on the Knowledge management Home page?/ In knowledge management, which conditions must be met before users can import Word documents?

In release management, what controls the movement of the state from Scoping to Awaiting Approval?

Which statement is NOT true about reporting on catalog item variables?

Which of the following may NOT be published in a Service Catalog?

What defines when a problem record can automatically move from the new to assess state?

At which level can the type of knowledge feedback be enabled or disabled?

Change management uses the workflow engine by default to _____________. (Choose three.)

What is the purpose of "Search As" field in the contextual search table configuration?

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.

Which statement is NOT true about XML exports of knowledge article?

A new Problem Coordinator accidentally created several problem investigations that need to be deleted.

What role is required to delete a problem record?

ServiceNow is limited to a single Knowledge Base for all users of the platform to access.

Which variable type is most likely to be chosen when creating a variable to identify a location for a catalog item to be discovered to?

Which of the following statements are correct for Standard Changes and Standard Change Templates? (Select two.)

Which of the following is NOT a consideration when determining the need for multiple Service Catalogs?

Fields that can be set using Risk calculator

How are Features related to Products and Releases?

What are the most common ways to create problems? (Choose two.)

On an Incident, which of the following conditions will trigger the Reopen Count field value to be incremented?

Under which circumstances would a Knowledge Article Author set the Display Attachments field to false on an Article that HAS attachments?

When viewed through a Service Portal, Service Catalog items may be formatted with a maximum of two columns.

Best Practices for using Service Catalog Categories include _______________ .

Which of the following statements are correct for Standard Changes?  (Select Two.)

Which of the following is not a type of Article feedback that may be submitted by user?

How is access to Knowledge Articles administered?

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? (Choose three.)

Where do you enable the Search as feature for an incident?

On an incident record, where are the fields that appear on the caller lookup select box defined?

Which workflow is defined as: Requests approval from a manager of the knowledge base before moving the article to the retired state. The workflow is canceled and the article remains in the published state if any manager rejects the request.

By default, a business rule, causes the Assignment group to be automatically set. How is the group identified?

Which one of the following represents the overall lifecylce of a Request?

True or false:XML exports of Knowledge Articles include Text but DO NOT include attachments

In the baseline configuration, which roles can re-assess a completed or cancelled problem?

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 two.)

Which of the following describes the purpose of User Criteria when used in the Service Catalog application?

What is the name of the view that can be configured to control the fields displayed when a user hovers over the reference icon next to a reference field?

Incidents can be created and managed in the workspace, using UI layouts that are tailored to different personas, processes, and interfaces. Examples include:

• Default
• Major incidents
• Self Service
• Mobile

What are these UI layouts called in the Now Platform?

In which phase of the Incident management lifecycle do incidents typically get escalated?

Which of the following statements reflects when the Actual Start and Actual End date fields are populated on a Change Request? Actual start is set when the __________.

Define the next state to be progressed in script include.

When an end-user (with no roles in the platform) submits an Incident using the Self-Service interface or Service Portal, Related Search Results automatically display search results from Knowledge Bases and Service Catalogs. These Related Search Results are a form of _____ ?

When a Service Desk agent shares a "How to" item with a customer, what type of record is being shared?

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

In the baseline implementation, what are key relationships between Change and Configuration Item (CI) records? (Choose three.)

In Change Management, manually added Change Tasks allow the Change owner to maintain accountability for a Change Request while assigning the individual implementation steps to other groups or individuals.

Common recurring catalog variables can be grouped and standardize using __________.

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

What would you use to create Incident records, based on email sent by users or systems?

When can a user (who has no assigned roles in the system) close an incident?

In the baseline configuration of change management, which fields and records are included when the Copy Change UI action is used to copy a change request?

In the baseline platform configuration, which of these are required when closing a Normal Change? Select Two.

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

Which of the following can be used as a 'non-code' alternative for some Catalog Client Scripts to populate data on an Item?

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?

Which role is required to delete an incident?

In which situation would an Order Guide be used?

What are the components of a Flow Action?

Which of the following elements are automatically included in the name of the update set for items published via Catalog Builder? (Choose two.)

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

Incident management includes limited functionality for what advanced reporting capability?

What are key relationships between Change and Release Management? (Choose three.)

Incidents are stored in what table?

The key stakeholder for your ITSM implementation wants to have SLAs on every Task record. What advice do you give regarding SLAs on Problem records?

What are key relationships between Changes and Incidents? (Choose two.)

The ability to authorize requests is enabled using a role which requires a user license. What is this role?

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

Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot. How do you explain this?

_______________ is primarily focused on the details needed to manage and operate hardware

and software. _______________ is primary focused on the financial aspects of hardware and

software.

What are key relationships between Change and Problem records? (Choose two.)

Under which circumstances can a user with the itil role create a Problem record from an Incident record?

A new problem manager wants to know how to create reports for monitoring problem management activities. What do you recommend they do before creating new reports?

We see user's email in the caller field on an incident form. Which attributes do we use to set this?

Which two fields are used to calculate priority on an Incident?

In a Service catalog, content items can include each of the following EXCEPT:

Where are pre-requisites or limitations defined for a problem record to move from one state to another?

The Change Management lifecycle steps, in order, include:

Users with itil role can delete an Incident.

Change Tasks generated by the Change Request - Normal Change tasks workflow should

include:

An Order Guide can include multiple Items. Items have common variables, such as Shipping Location, and Requester. Which field on the Order Guide, when set to true, automatically copies the common variable values to corresponding variables on each included Item?

When referring to the State of an Incident in server-side code (such as in a Script Include, Business Rule, or UI Action), which method is the preferred way to refer to the State field value?