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

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

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

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

A Knowledge Article can be associated with multiple Knowledge Bases.

Which record type would you use for computer request?

A KCS article uses what feature on a knowledge article?

Metrics for an incident is calculated based on

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?

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?

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

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?

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.

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

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?

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.)

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

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

Which role can delete incident record?

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

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

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

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

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

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

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

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

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

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

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

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

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 minimum role required to delete a CI?

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

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

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

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?

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

Every Catalog item uses the same workflow to manage approvals

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

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

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

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?

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

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

When does a State of On Hold pause an SLA?

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

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

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

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?

What is the minimum role required to delete a Problem?

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?

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

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

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

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

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

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

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

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

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

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

Which of the following statements are true

VIP Caller on Incidents

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

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

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

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?

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

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

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

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

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?

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

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

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

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

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?

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?

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

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

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

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

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

The knowledge [kb_knowledge] table is extended from ______________.

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

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

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

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?

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

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

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

Which of the following is the goal of problem management?

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

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?

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

A problem record is the parent to what record?

Which role can close problem record?

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?

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?

User criteria' is not applicable on Knowledge bases.

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

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

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

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

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

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

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?

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

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?

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

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

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

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

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?