ServiceNow ITSM Certified
Implementation Exam 2024-2025
Are KB Searches Logged? If yes, which table are they logged? - answer Yes, Logged in
Search Log (ts _query _kb) table
When should a problem be put in a state of Known Error? - answer The cause of the
problem is determined, but there is no permanent fix.
What phase are Incidents usually escalated? - answer Investigative and Diagnose
Can the user criteria be applied at the Knowledge Article level? - answer Yes
Is the change type editable in the baseline version? - answer Yes
What is the best practice for modifying/customizing Base Code? - answer Create a local
copy.
What incident states are considered active? - answer New, In Progress, On Hold,
Resolved
Are SLAs defined by default for all Service Requests in the baseline version? -
answerNo
Can g_scratchpad be used in Catalog Items - answerNo
How are knowledge categories created? - answerFrom the Knowledge Base related list
Does the kb_knowledge article table extend from task? - answerNo
Can a container_split formatter be used without a Container Start/End formatter in
Catalog Items - answerNo.
Workflow stages available for Change Request in the baseline. - answerRequest
Cancelled, Closed InComplete, Complete
What role means that no user has acess - not even admin or maint. and should be used
carefully as the role takes precedence over the admin override option on ACLs so even
admins do not have access? - answerThe nobody role
We see user's email in the caller field on the incident form. Which attribute is used to set
this? - answerref_ac_column = email
, Who/What role can delete incidents? - answeritil_admin
In the Automated Test Framework, are the test records available once the tests have
been executed? - answerNo
In the baseline version, are knowledge management approvals enabled by default? -
answerNo
Can a Service Catalog category be restricted to a group of users? - answerYes
Limited Performance Analytics functionality is available for which module to all
customers without a need for a PA license? - answerIncident Management
When can a user with no roles close an incident? - answerWhen the user is the caller
and the state is resolved
What field on the configuration item can be used for identifying the approval group for
the CI? - answerchange_control (Approval Group)
Does the default auto close function on Incidents use Schedule for business hours? -
answerNo
What role is used to administer user criteria - answeruser_criteria_admin
How do you set different price options for select box variables? - answerUse the price
field when adding select box choices
Can record producer be used to submit a Requested Item? - answerNo
How to add new fields to the activity list on incidents/problems - answerupdate the
system property with the new field to be added
Which table records the usage statistics of a Knowledge Article? - answerkb_use
How do you reference producer variables in producer script? -
answerproducer.variablename
Is archiving incidents enabled by default in the baseline version of ServiceNow? -
answerNo
Can catalog UI Policies be included in Variable Sets? - answerYes
Where can the default closure time frame for incidents be changed? - answersystem
property > glide.ui.autoclose.time
Implementation Exam 2024-2025
Are KB Searches Logged? If yes, which table are they logged? - answer Yes, Logged in
Search Log (ts _query _kb) table
When should a problem be put in a state of Known Error? - answer The cause of the
problem is determined, but there is no permanent fix.
What phase are Incidents usually escalated? - answer Investigative and Diagnose
Can the user criteria be applied at the Knowledge Article level? - answer Yes
Is the change type editable in the baseline version? - answer Yes
What is the best practice for modifying/customizing Base Code? - answer Create a local
copy.
What incident states are considered active? - answer New, In Progress, On Hold,
Resolved
Are SLAs defined by default for all Service Requests in the baseline version? -
answerNo
Can g_scratchpad be used in Catalog Items - answerNo
How are knowledge categories created? - answerFrom the Knowledge Base related list
Does the kb_knowledge article table extend from task? - answerNo
Can a container_split formatter be used without a Container Start/End formatter in
Catalog Items - answerNo.
Workflow stages available for Change Request in the baseline. - answerRequest
Cancelled, Closed InComplete, Complete
What role means that no user has acess - not even admin or maint. and should be used
carefully as the role takes precedence over the admin override option on ACLs so even
admins do not have access? - answerThe nobody role
We see user's email in the caller field on the incident form. Which attribute is used to set
this? - answerref_ac_column = email
, Who/What role can delete incidents? - answeritil_admin
In the Automated Test Framework, are the test records available once the tests have
been executed? - answerNo
In the baseline version, are knowledge management approvals enabled by default? -
answerNo
Can a Service Catalog category be restricted to a group of users? - answerYes
Limited Performance Analytics functionality is available for which module to all
customers without a need for a PA license? - answerIncident Management
When can a user with no roles close an incident? - answerWhen the user is the caller
and the state is resolved
What field on the configuration item can be used for identifying the approval group for
the CI? - answerchange_control (Approval Group)
Does the default auto close function on Incidents use Schedule for business hours? -
answerNo
What role is used to administer user criteria - answeruser_criteria_admin
How do you set different price options for select box variables? - answerUse the price
field when adding select box choices
Can record producer be used to submit a Requested Item? - answerNo
How to add new fields to the activity list on incidents/problems - answerupdate the
system property with the new field to be added
Which table records the usage statistics of a Knowledge Article? - answerkb_use
How do you reference producer variables in producer script? -
answerproducer.variablename
Is archiving incidents enabled by default in the baseline version of ServiceNow? -
answerNo
Can catalog UI Policies be included in Variable Sets? - answerYes
Where can the default closure time frame for incidents be changed? - answersystem
property > glide.ui.autoclose.time
