ServiceNow ITSM Implementation
Certification Exam
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 - answerInclude 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 - answerOutline 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? - answeritil_admin
Who/what role can archive an incident? - answeritil
,What are the outputs of requirements workshops? - answerDraft stories and input for
story creation
Do (TC) Technical consultants attend requirements workshops? - answerYes 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? - answerCompanies
Users
Groups
Roles
Departments
Locations
etc...
How can foundation data be brought into ServiceNow? - answerManually 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? - answerUser:
-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? -
answerCompanies
Departments
Locations
Groups
A group record has what relationships in terms of foundation data? - answerGroup:
-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]? - answerOver 500
classes
What is the base class for CMDB - answerbase configuration item [cmdb]
What do all technical CI's extend from? - answerConfiguration Item [cmdb_ci]
What do all NON technical CI's extend from? - answerbase configuration item [cmdb]
What ServiceNow tool can be used to explore CMDB classes? - answerCI Class
Manager
What should customers consider using when first beginning to design their CMDB? -
answerConsider using the base classes first
Where can CMDB base classes be found in the ServiceNow application menu? -
answerConfiguration>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
When defining a new CMDB class what is critical? - answerIt is critical to determine the
appropriate place in the class hierarchy
Where are CI relationships stored? - answerCI Relationships [cmdb_rel_ci]
What are the common ci relationship types? - answer-Connected by::Connects to
-Contains::Contained by
-Depends on::Used by
Certification Exam
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 - answerInclude 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 - answerOutline 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? - answeritil_admin
Who/what role can archive an incident? - answeritil
,What are the outputs of requirements workshops? - answerDraft stories and input for
story creation
Do (TC) Technical consultants attend requirements workshops? - answerYes 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? - answerCompanies
Users
Groups
Roles
Departments
Locations
etc...
How can foundation data be brought into ServiceNow? - answerManually 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? - answerUser:
-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? -
answerCompanies
Departments
Locations
Groups
A group record has what relationships in terms of foundation data? - answerGroup:
-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]? - answerOver 500
classes
What is the base class for CMDB - answerbase configuration item [cmdb]
What do all technical CI's extend from? - answerConfiguration Item [cmdb_ci]
What do all NON technical CI's extend from? - answerbase configuration item [cmdb]
What ServiceNow tool can be used to explore CMDB classes? - answerCI Class
Manager
What should customers consider using when first beginning to design their CMDB? -
answerConsider using the base classes first
Where can CMDB base classes be found in the ServiceNow application menu? -
answerConfiguration>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
When defining a new CMDB class what is critical? - answerIt is critical to determine the
appropriate place in the class hierarchy
Where are CI relationships stored? - answerCI Relationships [cmdb_rel_ci]
What are the common ci relationship types? - answer-Connected by::Connects to
-Contains::Contained by
-Depends on::Used by
