ServiceNow ITSM Implementation
Certification Exam And Correct Answers.
ServiceNow provides what key IT services? - Answer -IT
-Security Operations
-HR
-Customer Service
-Building Business Services
ITSM inculudes? - Answer -Incident Management
-Problem Management
-Change Management
-Request Fulfillment
-and rely heavily on
Knowledge Management and CMDB
What are the types of workshops for ITSM - Answer -Roadmap Workshop
-Process Workshops
-Technical Workshops
-Requirements Workshops
Roadmap workshop summary - Answer -Create an actionable roadmap that guide the transition to the
corresponding servicenow applications and answer the questions:
Where would we like to be?
Where do we start?
How do we get there?
Process workshop summary - Answer Include high level discussion about the process best practices,
identification of the existing processes and areas for improvement, a review of how the processes are
,supported by ServiceNow application as well as alignment of customer workflows to ServiceNow best
practices.
Technical workshop summary - Answer Outline configuration options to control scale-ability,
maintainability and performance. These interactive sessions are tailored to customer objectives and
cover implementing and maintaining applications on the platform. Technical workshops identify the
technical requirements for implementation.
Who/what role can delete a change request? - Answer itil_admin
Who/what role can archive an incident? - Answer itil
What are the outputs of requirements workshops? - Answer Draft stories and input for story creation
Do (TC) Technical consultants attend requirements workshops? - Answer Yes typically at least one TC
does and they demonstrate the 'as-is' functionality within each ITSM application, encourages alignment
with best practices and discourages over-engineering.
When implementing SN, deleting demo data and loading foundation data is often a first step. Foundation
data includes? - Answer Companies
Users
Groups
Roles
Departments
Locations
etc...
How can foundation data be brought into ServiceNow? - Answer Manually in ServiceNow
Integration i.e LDAP or Business system
Imported.
,This foundation data is used to configure security, access, approvals and ITSM processes.
A user record has what relationships in terms of foundation data? - Answer User:
-Can have zero to many user roles
-Can be a member of zero to many groups
-Is associated to one location
-Is associated to one department
-Is associated to one company
What can be nested with parent child relationships in terms of foundation data? - Answer Companies
Departments
Locations
Groups
A group record has what relationships in terms of foundation data? - Answer Group:
-Can have zero to many members
-Can have zero to many roles
CMDB aids ITSM processes by? - Answer -Providing the capability to associate CI's to incident, problem
or change records
-Identifying the respective support and approval groups
-Identifying the business critical of affected CI's to aid in prioritization and escalation
-Identifying potential upstream or downstream impacts.
Creating CI's in the CMDB can be done in what ways? - Answer -Manual creation via the Configuration
Management application modules
-Creation via Service Catalog fulfillment processes
-Import from external source
-Integration with 3rd party systems
, -Automated discovery tool(s)
How many classes extend the Base Configuration Item [cmdb]? - Answer Over 500 classes
What is the base class for CMDB - Answer base configuration item [cmdb]
What do all technical CI's extend from? - Answer Configuration Item [cmdb_ci]
What do all NON technical CI's extend from? - Answer base configuration item [cmdb]
What ServiceNow tool can be used to explore CMDB classes? - Answer CI Class Manager
What should customers consider using when first beginning to design their CMDB? - Answer Consider
using the base classes first
Where can CMDB base classes be found in the ServiceNow application menu? - Answer
Configuration>Base Items
What are the CMDB base items? - Answer -Servers
-Computers
-Workstations
-Out-of-Band Devices
-Network Gear
-Printers
-Communication Devices
-UPSs
-Accessories
-Computer Peripherals
-Software
Certification Exam And Correct Answers.
ServiceNow provides what key IT services? - Answer -IT
-Security Operations
-HR
-Customer Service
-Building Business Services
ITSM inculudes? - Answer -Incident Management
-Problem Management
-Change Management
-Request Fulfillment
-and rely heavily on
Knowledge Management and CMDB
What are the types of workshops for ITSM - Answer -Roadmap Workshop
-Process Workshops
-Technical Workshops
-Requirements Workshops
Roadmap workshop summary - Answer -Create an actionable roadmap that guide the transition to the
corresponding servicenow applications and answer the questions:
Where would we like to be?
Where do we start?
How do we get there?
Process workshop summary - Answer Include high level discussion about the process best practices,
identification of the existing processes and areas for improvement, a review of how the processes are
,supported by ServiceNow application as well as alignment of customer workflows to ServiceNow best
practices.
Technical workshop summary - Answer Outline configuration options to control scale-ability,
maintainability and performance. These interactive sessions are tailored to customer objectives and
cover implementing and maintaining applications on the platform. Technical workshops identify the
technical requirements for implementation.
Who/what role can delete a change request? - Answer itil_admin
Who/what role can archive an incident? - Answer itil
What are the outputs of requirements workshops? - Answer Draft stories and input for story creation
Do (TC) Technical consultants attend requirements workshops? - Answer Yes typically at least one TC
does and they demonstrate the 'as-is' functionality within each ITSM application, encourages alignment
with best practices and discourages over-engineering.
When implementing SN, deleting demo data and loading foundation data is often a first step. Foundation
data includes? - Answer Companies
Users
Groups
Roles
Departments
Locations
etc...
How can foundation data be brought into ServiceNow? - Answer Manually in ServiceNow
Integration i.e LDAP or Business system
Imported.
,This foundation data is used to configure security, access, approvals and ITSM processes.
A user record has what relationships in terms of foundation data? - Answer User:
-Can have zero to many user roles
-Can be a member of zero to many groups
-Is associated to one location
-Is associated to one department
-Is associated to one company
What can be nested with parent child relationships in terms of foundation data? - Answer Companies
Departments
Locations
Groups
A group record has what relationships in terms of foundation data? - Answer Group:
-Can have zero to many members
-Can have zero to many roles
CMDB aids ITSM processes by? - Answer -Providing the capability to associate CI's to incident, problem
or change records
-Identifying the respective support and approval groups
-Identifying the business critical of affected CI's to aid in prioritization and escalation
-Identifying potential upstream or downstream impacts.
Creating CI's in the CMDB can be done in what ways? - Answer -Manual creation via the Configuration
Management application modules
-Creation via Service Catalog fulfillment processes
-Import from external source
-Integration with 3rd party systems
, -Automated discovery tool(s)
How many classes extend the Base Configuration Item [cmdb]? - Answer Over 500 classes
What is the base class for CMDB - Answer base configuration item [cmdb]
What do all technical CI's extend from? - Answer Configuration Item [cmdb_ci]
What do all NON technical CI's extend from? - Answer base configuration item [cmdb]
What ServiceNow tool can be used to explore CMDB classes? - Answer CI Class Manager
What should customers consider using when first beginning to design their CMDB? - Answer Consider
using the base classes first
Where can CMDB base classes be found in the ServiceNow application menu? - Answer
Configuration>Base Items
What are the CMDB base items? - Answer -Servers
-Computers
-Workstations
-Out-of-Band Devices
-Network Gear
-Printers
-Communication Devices
-UPSs
-Accessories
-Computer Peripherals
-Software
