ServiceNow ITSM - San Diego Exam
Which module would you use to configure Inbound Email Action?
A. System Policy > Inbound Email Actions
B. System Policy > Email > Inbound Actions
C. System Properties > Email Actions
D. System Properties > Email > Inbound Actions - answerB
(T/F) It is possible to import multiple word documents at the same time into a knowledge
base. - answerTRUE
What is the purpose of "reopen_count" field in incident table?
A. It stores the number of child incidents added to this incident.
B. It stores the number of times the incident state changed from 'Closed' to 'Open'.
C. It stores the number of times the incident state changed from any state to 'Open'.
D. It stores the number of times the incident state changed from 'Resolved' to 'Open'. -
answerD
Ref: Page 154 of ITSM Imp
Which module is used to view a list of Knowledge Bases?
A. Knowledge Base > All
B. Knowledge > Knowledge Bases > All
C. Knowledge > Administration > Knowledge Bases
D. Knowledge Base > Administration > All - answerC
Ref: Page 204 of ITSM Imp
Define: "Service" - answerDelivers value by meeting a need or fulfilling a demand but
minimizes exposure to underlying costs and risks associated with delivering the service.
Define: "Request" - answerA mechanism for obtaining, changing, or discontinuing a
service or product.
Define: "Incident" - answerAn unplanned interruption to or quality reduction of an IT
service
Define: "Problem" - answerThe underlying cause of one or more related incidents
Define: "Change" - answerThe addition, modification, or removal of a service or service
components
,What related list can you use to extend and track the different types of groups assigned
to a Configuration Item?
A. Teams
B. Dynamic CI Group
C. Resource Group
D. CMDB Alert Groups - answerA
Ref:
A single request is submitted for approval. The RITM workflow includes pre-approval.
Which of the following is true?
A. Fulfilment can begin once other RITMs in the REQ are approved
B. Fulfilment can begin once all RITMs are reviewed
C. Fulfilment can begin immediately
D. Fulfilment can begin once the REQ is approved - answerD
Ref:
What is the minimum role required to update a change record?
A. itil
B. change_manager
C. sn_change_write
D. sn_change_read - answerC
Ref:
What role can create User Criteria for Knowledge Bases?
A. knowledge_admin
B. knowledge_domain_expert
C. user_criteria_admin
D. knowledge_manager - answerC
Ref:
Which of the following variable type is supported in a multi-row variable set (MRVS)?
A. Attachment
B. Label
C. HTML
D. List Collector - answerD
Ref:
What tool or feature is used in a change request to view and avoid (resolve) the
conflicts?
A. Risk Assessment
B. Change Risk Calculator
,C. Collision Detector
D. Scheduling Assistant - answerD
Ref:
Which of the following are recommended during the Create and Assess stage in the
problem management lifecycle? (Choose Three)
A. Assign problem to a group
B. Associate incidents
C. Check for duplicates
D. Communicate fix - answerA,B and C
Ref:
What is the minimum role required to update requests and catalogue tasks?
A. catalog_manager
B. sn_request_write
C. catalog_editor
D. sn_request_read - answerB
Ref:
Which of the following state is NOT used in Standard change requests?
A. New
B. Assess
C. Review
D. Scheduled - answerB
Ref:
Which of the following fields is only visible to internal process users and is not available
to external users or customers in the Incident record?
A. Urgency
B. Short description
C. Work Notes
D. Additional comments - answerC
Ref:
What State the problem record returns to when you click on the 'Re-Analyse' UI action?
A. Root Cause Analysis
B. Fix In Progress
C. New
D. Assess - answerA
Ref:
, What should be enabled in the catalogue definition to allow users to save partially-
completed requests so they can complete and submit them later?
A. Can Cancel
B. Wish List
C. Continue Shopping
D. Checkout - answerB
Ref:
What related record is directly created from an incident record to restore service or fix
the underlying issue caused by or resulting from the incident?
A. Problem
B. Change
C. Request
D. Child Incident - answerB
Ref:
Where do you capture the work required to fulfil an order in a catalogue request?
A. Catalog Task [sc_task]
B. Order Guide [sc_cat_item_guide]
C. Request [sc_request]
D. Requested item [sc_req_item] - answerA
Ref:
What can you achieve using the performance analytics capability in the Change Velocity
dashboard?
Select 3 Answers from the below options.
A. Access the current status of the change requests
B. Change activity assessments based on the state model
C. Actionable insights into the change operations
D. Access customer-defined change types - answerB, C and D
Ref:
What type of change request does not require CAB authorization?
A. Retrospective
B. Emergency
C. Normal
D. Standard - answerD
Ref:
Which module would you use to configure Inbound Email Action?
A. System Policy > Inbound Email Actions
B. System Policy > Email > Inbound Actions
C. System Properties > Email Actions
D. System Properties > Email > Inbound Actions - answerB
(T/F) It is possible to import multiple word documents at the same time into a knowledge
base. - answerTRUE
What is the purpose of "reopen_count" field in incident table?
A. It stores the number of child incidents added to this incident.
B. It stores the number of times the incident state changed from 'Closed' to 'Open'.
C. It stores the number of times the incident state changed from any state to 'Open'.
D. It stores the number of times the incident state changed from 'Resolved' to 'Open'. -
answerD
Ref: Page 154 of ITSM Imp
Which module is used to view a list of Knowledge Bases?
A. Knowledge Base > All
B. Knowledge > Knowledge Bases > All
C. Knowledge > Administration > Knowledge Bases
D. Knowledge Base > Administration > All - answerC
Ref: Page 204 of ITSM Imp
Define: "Service" - answerDelivers value by meeting a need or fulfilling a demand but
minimizes exposure to underlying costs and risks associated with delivering the service.
Define: "Request" - answerA mechanism for obtaining, changing, or discontinuing a
service or product.
Define: "Incident" - answerAn unplanned interruption to or quality reduction of an IT
service
Define: "Problem" - answerThe underlying cause of one or more related incidents
Define: "Change" - answerThe addition, modification, or removal of a service or service
components
,What related list can you use to extend and track the different types of groups assigned
to a Configuration Item?
A. Teams
B. Dynamic CI Group
C. Resource Group
D. CMDB Alert Groups - answerA
Ref:
A single request is submitted for approval. The RITM workflow includes pre-approval.
Which of the following is true?
A. Fulfilment can begin once other RITMs in the REQ are approved
B. Fulfilment can begin once all RITMs are reviewed
C. Fulfilment can begin immediately
D. Fulfilment can begin once the REQ is approved - answerD
Ref:
What is the minimum role required to update a change record?
A. itil
B. change_manager
C. sn_change_write
D. sn_change_read - answerC
Ref:
What role can create User Criteria for Knowledge Bases?
A. knowledge_admin
B. knowledge_domain_expert
C. user_criteria_admin
D. knowledge_manager - answerC
Ref:
Which of the following variable type is supported in a multi-row variable set (MRVS)?
A. Attachment
B. Label
C. HTML
D. List Collector - answerD
Ref:
What tool or feature is used in a change request to view and avoid (resolve) the
conflicts?
A. Risk Assessment
B. Change Risk Calculator
,C. Collision Detector
D. Scheduling Assistant - answerD
Ref:
Which of the following are recommended during the Create and Assess stage in the
problem management lifecycle? (Choose Three)
A. Assign problem to a group
B. Associate incidents
C. Check for duplicates
D. Communicate fix - answerA,B and C
Ref:
What is the minimum role required to update requests and catalogue tasks?
A. catalog_manager
B. sn_request_write
C. catalog_editor
D. sn_request_read - answerB
Ref:
Which of the following state is NOT used in Standard change requests?
A. New
B. Assess
C. Review
D. Scheduled - answerB
Ref:
Which of the following fields is only visible to internal process users and is not available
to external users or customers in the Incident record?
A. Urgency
B. Short description
C. Work Notes
D. Additional comments - answerC
Ref:
What State the problem record returns to when you click on the 'Re-Analyse' UI action?
A. Root Cause Analysis
B. Fix In Progress
C. New
D. Assess - answerA
Ref:
, What should be enabled in the catalogue definition to allow users to save partially-
completed requests so they can complete and submit them later?
A. Can Cancel
B. Wish List
C. Continue Shopping
D. Checkout - answerB
Ref:
What related record is directly created from an incident record to restore service or fix
the underlying issue caused by or resulting from the incident?
A. Problem
B. Change
C. Request
D. Child Incident - answerB
Ref:
Where do you capture the work required to fulfil an order in a catalogue request?
A. Catalog Task [sc_task]
B. Order Guide [sc_cat_item_guide]
C. Request [sc_request]
D. Requested item [sc_req_item] - answerA
Ref:
What can you achieve using the performance analytics capability in the Change Velocity
dashboard?
Select 3 Answers from the below options.
A. Access the current status of the change requests
B. Change activity assessments based on the state model
C. Actionable insights into the change operations
D. Access customer-defined change types - answerB, C and D
Ref:
What type of change request does not require CAB authorization?
A. Retrospective
B. Emergency
C. Normal
D. Standard - answerD
Ref:
