ServiceNow CIS-ITSM Guide
What does Foundation Data include? - answer Companies, Users, Groups, Roles,
Departments, Locations, etc.
A user can have no roles. - answer True
A user can be a member of multiple groups. - answer True
CMDB provides capability to associate CIs to ... - answer Incident, problem, change
What groups CIs suggest? - answer Support group, approval group
Base class for CMDB - answerBase Configuration Item [cmdb]
Technical CIs extend from which class? - answer Configuration Item [cmdb_ci]
Non-technical CIs extends directly from which class? - answerBase Configuration item
[cmdb]
CI Class Manager can be used for? - answerSee class hierarchy and table definit ぬ
ions
Which table stores CI relationships data? - answerCI Relationships [cmdb_rel_ci]
Incident Task table is extended from Incident. - answerFalse. extended from Task
On Caller field (caller_id) on Incident form, what attribute defines the information shown
when caller is populated? - answerref_ac_columns
[INC] Caller's VIP status raises priority of the incident. - answerFalse
[INC] When entering Caller's name, the drop-down list display which additional field on
the caller's record? - answerUser's name and email address
The Caller field displays an icon that links to the user's other incidents. What is this
called? - answerField Decoration
What controls Field decorations? - answerref_contributions
ref_contributions icons will not be displayed when a field is read-only unless XXX
attribute is added to dictionary entry. - answerclickthrough=true
, When a user hovers over i icon (Reference), what controls the displayed fields? -
answersys_popup view
Which table stores choices for categories? - answerChoices [sys_choice]
Which types of records may be populated using name:value pairs in inbound emails? -
answerIncident
What business rules keep "Incident State" and "State" values in sync? - answer"Copy
Incident State to State", "Copy State to Incident State"
What are the On Hold reasons? - answerAwaiting caller, awaiting change, awaiting
problem, awaiting vendor
Where is Priority matrix is defined? - answerSystem Policy > Rules > Priority Lookup
Rules
How can you assign assignment group? - answerManual selection, Assignment rules,
Data lookup rules, Script
What field on the Group record is used to restrict incident assignment choice? -
answerType
What are the baseline group types? - answercatalog, itil, survey, Agile
What method is used to filter assignment group based on type? -
answerjavascript:GetGroupFilter
How can "Search as" function be enabled? - answerContextual search > Table
configuration
When a parent incident's state changes to Resolved, which fields on child incident is
updated? - answerState, resolution notes, resolution code, comments and work notes
When parent incident state changes to On Hold (Awaiting caller), child incident state
changes to the same. - answerFalse
When parent incident state changes to closed, child incident is closed, too -
answerFalse
What is the intent of Watch List? - answerTo copy people on notifications sent to the
Caller
What is the intent of Work notes list? - answerTo copy people on notifications sent to
the Assignee or other internal people
What does Foundation Data include? - answer Companies, Users, Groups, Roles,
Departments, Locations, etc.
A user can have no roles. - answer True
A user can be a member of multiple groups. - answer True
CMDB provides capability to associate CIs to ... - answer Incident, problem, change
What groups CIs suggest? - answer Support group, approval group
Base class for CMDB - answerBase Configuration Item [cmdb]
Technical CIs extend from which class? - answer Configuration Item [cmdb_ci]
Non-technical CIs extends directly from which class? - answerBase Configuration item
[cmdb]
CI Class Manager can be used for? - answerSee class hierarchy and table definit ぬ
ions
Which table stores CI relationships data? - answerCI Relationships [cmdb_rel_ci]
Incident Task table is extended from Incident. - answerFalse. extended from Task
On Caller field (caller_id) on Incident form, what attribute defines the information shown
when caller is populated? - answerref_ac_columns
[INC] Caller's VIP status raises priority of the incident. - answerFalse
[INC] When entering Caller's name, the drop-down list display which additional field on
the caller's record? - answerUser's name and email address
The Caller field displays an icon that links to the user's other incidents. What is this
called? - answerField Decoration
What controls Field decorations? - answerref_contributions
ref_contributions icons will not be displayed when a field is read-only unless XXX
attribute is added to dictionary entry. - answerclickthrough=true
, When a user hovers over i icon (Reference), what controls the displayed fields? -
answersys_popup view
Which table stores choices for categories? - answerChoices [sys_choice]
Which types of records may be populated using name:value pairs in inbound emails? -
answerIncident
What business rules keep "Incident State" and "State" values in sync? - answer"Copy
Incident State to State", "Copy State to Incident State"
What are the On Hold reasons? - answerAwaiting caller, awaiting change, awaiting
problem, awaiting vendor
Where is Priority matrix is defined? - answerSystem Policy > Rules > Priority Lookup
Rules
How can you assign assignment group? - answerManual selection, Assignment rules,
Data lookup rules, Script
What field on the Group record is used to restrict incident assignment choice? -
answerType
What are the baseline group types? - answercatalog, itil, survey, Agile
What method is used to filter assignment group based on type? -
answerjavascript:GetGroupFilter
How can "Search as" function be enabled? - answerContextual search > Table
configuration
When a parent incident's state changes to Resolved, which fields on child incident is
updated? - answerState, resolution notes, resolution code, comments and work notes
When parent incident state changes to On Hold (Awaiting caller), child incident state
changes to the same. - answerFalse
When parent incident state changes to closed, child incident is closed, too -
answerFalse
What is the intent of Watch List? - answerTo copy people on notifications sent to the
Caller
What is the intent of Work notes list? - answerTo copy people on notifications sent to
the Assignee or other internal people
