As of Orlando, this plugin is now active by default to support the Service Catalog

What is the default number of days (integer) after which Resolved Incidents are automatically closed?

Which feature may be used to track trends related to the average resolution time by priority for Incidents compared to other customers in the same industry/ number of users/ regions?

Which of the following represents how Knowledge Management Article publishing is managed?

If a change is linked to an incident, the incident's state will automatically change to On Hold once the change is updated

True or False: In baseline incident management, Request can be created from Incident context menu?

What columns of the Caller field are displayed in the Baseline Servicenow instance

Change tasks can manually be added in the following states. (Choose three.)

How to see which record producers and catalog items are using a certain variable set?

In the baseline configuration for Service Catalog workflows, which of the following statements are true?

In the baseline configuration, the appropriate workflow to be attached to a change request is determined based on ____________ ?

Criteria to satisfy to communicate workaround from problem / In problem management,when using the communicate workaround related link, which of the following conditions must be met for the workaround to be communicated? Select Two

In the CAB Workbench application, meeting notes and minutes are documented at the CAB meeting level

Which of the following approaches is used to display a Variable from a Requested Item on a Catalog Task form?

Which of the following statements is true regarding attaching workflows to requests?

True or False: Within a Catalog Item, a 'Container Split' formatter is required between 'Container Start' and 'Container End' to split variables into columns

Which of the following ITIL terms refer to the cause of one or more incidents that is typically unknown at the time of detection?

Which one of the following is the minimum role needed in order to delete a knowledge base?

In Incident Management, which of the following States are considered Active?

When the Change Management - Risk Assessment plugin is enabled, how is the Risk of a Change Request set?

Multiple Selection: In Baseline Change Management, what are all parameters shown in conflict section? Select all that matches.

It is possible to import multiple word documents at the same time into a knowledge base.

Configuration items can be created via the change management process.

The sales manager at Universal Containers would like a dashboard to view each of the sales representative’s opportunities, accounts, and related cases. What is a recommended solution?

The Incident Variable Editor is used to display on which of these records?

If you modify base instance process, it will be skipped during upgrades.

In Problem Management, which element must be edited to modify the field mappings when Knowledge Articles are generated from ACTIVE Problem records?

Which of the following tables does the change_request_sla database view join? (Choose all that apply.)

Which condition must be met to have a Knowledge Article display on the Knowledge Home Page in the Featured Content section?

A Parent Incident is updated to reflect a new Priority and a new Assignment Group. Which of the following represents corresponding updates made automatically to child Incidents?

How to modify the attributes copied from a problem into a change when creating a change from a problem?

In the baseline version, Are Knowledge management approvals enabled by default?

Which of the following work items can be associated to the release when the release management v2, agile development 2.0, and project portfolio are activated? (Choose 4 answers)

Which of the following best describes CMDB?

Which type of record may be used to initiate the process to deploy a fix to an incident?

Is it possible to create incidents automatically based on alerts from Event Management

When viewing a list of Tasks, which field identifies whether the Task is an Incident, Problem,Change, etc.?

For each Requested Item, a ________________ enables the approval and delivery of that item.

How to show the template bar at the bottom of the incident form?

ServiceNow discovery has been integrated with change management, for customers who have discovery they have manually/ automatically trigger discovery as part of their change management process for the following types of Cis:

Which of these are considered configuration base items? (Choose three.)

True or False: Implementation and post-implementation tasks will allow you to create normal, standard and emergency changes.

Some Performance Analytics functionality for incident management is available in the baseline instance but Performance Analytics Premium license should be purchased.

According to the OOTB implementation, you can only create normal change or emergency change from a problem, but not standard change.

Poorly managed and unplanned changes often create high volumes of ____________ ?

In change management, which record should be modified to restrict when a Change can move to a specific state?

Which of the following Service Catalog variable types are not supported in Mobile interfaces? Select all that apply

During which phase of the change management lifecycle are the following activities
performed?
- Record the planned schedule for when the change will take place
- Perform risk assessment and evaluate risk
- Describe relevant implementation plan, test plan and backout plan

ServiceNow is very flexible platform. Therefore, it is encouraged to customize ITSM processes to match any requirements from the customer

Change conflict detection schedule jobs run with increasing frequency as a Change approaches the planned start date.

When documenting requirements, it is important to include the customer preferred designed choices

Which role is required to edit the type field on a change?

In Knowledge Management, where can user criteria NOT be used?

What is the minimum number of members in a group?

Which plugin should be activated in order to leverage the write and read-only, applicationspecific roles for Problem, Incident, Change, and Request?

which of the following are valid values in the “action type” field of the inbound email action?

Which of the following features are available through the Change Management - CAB Workbench application? Select Two

What is recommended to be conducted during the Create and Assess stage in the problem management lifecycle? Select 3 Answers from the below options

Catalog item can appear only in one category.

Incident Variable Editor can be made visible only to incidents created from record producers.

True or False: Similar to Incidents, Requests will be resolved first, and then closed later automatically by auto-close.

Guided Setup provides step-by-step instructions for loading Fundamental Data which includes ________________

ATF is NOT supported for order guides in service portal

What can you do to show the "No cart" option in catalog item form?

Which of the following functions is NOT enabled by the Change advisory board (CAB) workbench?

What is the next change state when the user clicks on "Implement" button in normal change form?

What will be the new state once you click on the "Start Fix" button in the problem form?

Which table is used to store Known Error articles?

When should a Problem be put in a State of Known Error?

When creating a problem record from an incident record, which element defines the field mapping between the two?

Which of the following users has the permission to close an incident? (Choose two.)

Which of the following are valid Request States? (Choose all that apply.)

Which one of the following is the GOAL of Incident Management?

Which of the following is NOT a known error article field?

Which process role is responsible for the smooth operation of the Change Management process within an organization?

What happens when the Change Management - Risk Assessment plugin is enabled?

Which of the following processes begins after a user places an order in the service catalog?

What is the purpose of the Knowledge check box in Incident form?

Which one of the following is proper syntax for accessing values of variables from a record producer script field?

Where is the online check-in banner message configured for walk-up experience on the service portal?

On a Service Catalog Item, a customer has a requirement that the start_date is before the end_date. Which approach is recommended to satisfy this requirement?

In the default sla workflow when is the first notification send

What will be the new state once you click on the "Confirm" button in the problem form?

What data import feature should be used when importing configuration item data for services and servers?

The "Assigned to me" button will validate if the current user is a member of the Assignment Group.

What is the purpose of the "Attachment Link" check box in the knowledge article form?

Where are CI relationships stored?

Which of the following database views is useful if you need to create a report of the changes that were closed by category?

According to ServiceNow recommendations, the user who makes a service request should be informed about the expectations for approval and delivery.

Article Versioning can be enabled by setting the property "Enable article versioning feature" to Yes

It is important to define the VIP users in order to correctly calculate incident priority

How will the system behave if "com.snc.incident.autoclose.based on.resolved_at" property was set to No?

What is required to upgrade the base problem management application to the current version of the problem management application in an existing servicenow instance?

It is possible to create two different sets of priority rules for incidents and problems.

Which of the following steps should be followed to configure Assignment group field in the incident table to allow selection from a certain set of groups? (Choose two.)

When does the CAB Date get auto-populated in the change request form?

User criteria is used to determine who may order items in a Service Catalog category

Which type of records use the default Variables Editor (formatter) to display Catalog Item Variables on a form?

Which of the following is NOT a valid option in the Type field in the Catalog Client Script form?

Which of the following fields are copied to a problem record when leveraging the create problem UI action from an incident record? (choose 3 answers)

Which of the following is considered a best practice for managing the Valid To date for Knowledge articles?

Why it takes time for the workaround to appear in the linked incidents’ comments when the "Communicate Workaround" is clicked in a problem?

Under which circumstances is it appropriate to leave a Problem record in a State of Known Error?/ Under which circumstances is it appropriate to accept the risk of a problem?

Which of the following capabilities are inherited with the Release Management v2 plugin as a result of the release tables being an extension of the Planned Task[planned_task] table?
Choose 3 answers

Which of the following Service Catalog records may serve as a container for multiple Requested Items?

In the baseline platform, who can create Change Request?

In Problem Management, when using the Communicate Fix related link, which of the following conditions must be met for the fix to be communicated? (Choose three.)

The data in the Schedule section of the change request is just to aid reviewers and implementers. No process logic is driven off of values in these fields

An Inbound Action processes an email received by ServiceNow to create or update a record in ServiceNow.

Because of its agile nature, implementation of ServiceNow processes should compromise quality in favor of speed of delivery. Issues can be fixed later, easily

How do you make an article visible in the featured content section?

True or False: In the baseline platform configuration, when a Knowledge Article is flagged by a user as being incomplete or incorrect, a notification is sent to the Knowledge Base Owner.

What are the primary record types in configuration management?

g_scratchpad CANNOT be used in catalog items.

In the baseline instance, which of the following states are available for incidents? (Choose all that apply.)

Which of the following record types would you use in order to propose a new standard change template?

Which SN feature allows users to contact the Service Desk agents using Chat Queues and allows Service Desk agents to open Incidents directly from Chat sessions with users? / Which function is used to create an incident via chat.

True or False: Creation and classification are steps in incident life cycle process.

Which mechanism is used to specify who can read Articles and who can contribute Articles in a Knowledge Base?

In Problem Management, when the State of a Problem changes to Closed/Resolved, what updates are made to the associated Incidents? (Assume associated Incidents have a State of On Hold and On Hold Reason of Awaiting Problem.)

A problem can be created from an Incident

A customer has a requirement to include a Catalog Item to order Microsoft Access in several Categories so that users can find it easily. What is the best way to do this?

You have created a new Change model and added a new Approval Policy for that model. But the newly defined approval is not triggering. What could cause this issue?

It is recommended to refer to problem states using the values rather than the constants.

Which of the following are valid channels to create incidents? (Choose three.)

Which of the following is a potential benefit of implementing Incident Management?

Catalog validations are applied

Which of the following can have catalog UI policies applied to them?

Which of the following DOES NOT describe the purpose of CMDB?

In Problem Management, when using the Communicate workaround related link, which of the following conditions must be met for the workaround to be communicated? (Choose Two.)

How can you customize the process for normal change requests so that no approval is needed from assignment group manager when the risk is low?

Which of the following fields in the Choice form specifies the field for which this choice is made?

Which one of the following incident reports might help managers predict staffing levels required?

Which of the following components can be turned on or off in the service catalog cart layout

Which field on the Incident table automatically tracks the TOTAL elapsed time between when an Incident is created until the time it is resolved?

When does the Actual End Date get auto-populated in the change request form?