ServiceNow ITSM Certification
What are the five key business areas that ServiceNow provided IT Services for? -
answer IT, Security Operations, Customer Service, HR, and building business
applications.
What are the five core ServiceNow ITSM Applications? - answer Service Catalog,
Request Management, Incident Management, Problem Management, and Change
Management
What is Service Portfolio Management (SPM)? - answer an ITSM Process used to
define services and service offerings for IT Business Operations to meet customer
demands.
What is a roadmap workshop? - answer They create an actionable roadmap that guides
the transition for the in-scope ServiceNow applications and answers the questions,
"Where would we like to be, where do we start, and how do we get there?
What are process workshops? - answer They include high-level discussion about
process best practices, identification of existing processes and areas for improvement,
a review of how these processes are supported by the ServiceNow applications, as well
as the alignment of customer workflows to ServiceNow best practices.
What are technical workshops? - answerThey outline configuration options to control
scalability, maintainability, and performance. These interactive sessions are tailored to
customer objectives and cover implementing and maintaining applications on the
platform. They identify the technical requirements for implementation.
What are requirements workshops? - answerProcess and technical workshops
combined. These include both process and technical aspects and focus on aligning
customer process with platform capabilities.
what are the workshop inputs? - answerquestionaires, input from stakeholders, existing
process documentation, current metrics
What is part of the workshop process? - answeridentify current challenges, review
process bets practices, determin "to-be" processes, explore high-level requirements
What are the Operational items in ITSM? - answerService Portfolio Management,
Service Catalog, Request Management
What are the Maintain items in ITSM? - answerIncident Management, Problem
Management
,What are the Improve items in ITSM? - answerChange Management, DevOps, Release
Management
What two items are part of Operations, Maintain, and Improve? - answerConfiguration
Management, Knowledge Management
Where can you find the technical best practices found? - answerServiceNow Developer
Portal
What are all of the ServiceNow resources available? - answerNowLearning, Customer
Success Center, YouTube Channels, Instagram, Community, Knowledge, FB, Twitter
What are a few of the layers of the roadmap/requirements gathering? - answerForm
Design / Field Mapping, Business Logic, Communication / Notifications, Roles,
*Reporting
What is part of the workshop outputs? - answerTailored process definitions and flows.
Draft stories or input for story creation.
What are some of the guidelines when reviewing process guides? - answerworkshops
are intended to align customer's current process and identify requirements to adopt
ServiceNow best practices. The intent is not to recreate what customers have in place
today in a new system. Requirements inputs gathered during process workshops should
be validated against scope before being entered into the backlog. And just because you
can, does not mean you SHOULD. Requirement input from process workshops should
be critically reviewed for their potential impact on system quality attributes.
How are stories in the backlog numbered? - answerAccording to the module, lab, and
task set. E.g. STRY030102 = Module 03, Lab 01, Task Set 02
What are stories organized? - answerBy Product, Release, and Sprint
What will you find in related lists of stories? - answerScrum tasks that outline the major
steps requiremetns to complete the work outlined in the story. Pre-requisite stories that
must be completed before the current story may be completed. Dependent Stories that
may be completed only after the current story is completed. Automated Test Framework
(ATF) tests to validate successful completion of the current story.
What additional notes may be in the Story's activity log? - answerHints, wireframes, and
additional gathered by team members
What are the potential data sources? - answerActive Directory, HR System, Business
Applications, Spreadsheets, Legacy ITSM Applications, Manual Entry
,When implementing ServiceNow, what is generally the first step? - answerdeleting
demo data and population foundation data
What does foundation data include? - answerCompanies, users, groups, roles,
departments, locations, etc.
What module is used to assist with importing foundation data? - answerGuided Setup --
> ITSM Guided Setup
What is foundation data used for? - answerTo configure security, access, approvals,
and ITSM processes.
What is characteristic of users in Foundation Data? - answera user can have 0 to many
roles, can be a member of 0 to many groups, associated with a single location,
associated with a single department, and associated with a single company (OOB).
What types of foundation data can have parent-child relationships? - answercompanies,
departments, locations, and groups.
What is characteristic of groups in Foundation Data? - answercan be nested with
parent-child relationships, a group can have 0 to many members or roles.
What is the configuration management database (CMDB)? - answerA centrally-
managed and controlled system of record for all IT service infrastructure components
and their relationships. Al IT Service management applications use CMDB as a critical
analysis and decision-making support tool.
How does the CMDB aid the ITSM Processes? - answerprovides the capability to
associate confirugation items (CIs) to incident, problem, or change records. Identify the
respective support and approval groups. Identify the business criticality of affected CIs
to aid in prioritization and escalation. Identify potential upstream or downstream
impacts. And Provides CI relationship data to use for release planing and for knowledge
documentation.
How can you create Configuration items (CIs) in the CMDB? - answerdirect manual
creation via the Configuration application modules, creation via service catalog
fulfillment processes, import from an external source, integration with 3rd party systems,
automated discovery tool(s), creation triggered from asset management, creation via
the change management process.
What is the base class for CMDB (and used fr non-technical configuration items such as
equipment)? - answerBase Configuration Item [cmdb]
What table is extended for technical configuration items? - answerConfiguration Item
[cmdb_ci]
, How do you explore the CMDB Hierarchy? - answerConfiguration --> CI Class Manager
How do you find the base classes? - answerConfiguration --> Base Items
What are some common base CI Classes? - answerservers, computers, workstations,
out-of-band devices, network gear, printers, communication devices, upss, accessories,
computer peripherals, software
What table stores CI Relationships? - answerCI Relationships [cmdb_rel_ci]
What are common CI Relationship types? - answerconnected by:connects to,
contains::contained by, depends on::used by, hosted on::hosts, runs on::runs, used
by::uses
How does inheritance work with CMDB Classes? - answerCMDB classes inherit
attributes from parent classes, but may also define new attributes at their own level.
How do you get to CI Relationships? - answerin the Filter navigator --> cmdb_rel_ci.list
What are the three transform maps needed to fully import CI data from a spreadsheet? -
answerTransform map to populate services in the Service [cmdb_ci_service] table,
Transform map to populate servers in the Server [cmdb_ci_servce] table, and a
Transform map to populate the relationship between each service and server.
What does the transform map populating the relationship data map to? - answerParent
= Service, Child = Server, Type = (scripted source) answer =
"Depends on::Used by"
What are the parts of the CMDB Use Case Diagram? - answerAdministration, process
integrations, process operations, basic operations, actors
What is part of basic operations of CMDB? - answerdelete, create, update, read CI
What is part of process integrations of CMDB? - answerAdd to existing change request,
add to new change request
What is part of the Process Operations of CMDB? - answerAssociate CI to a Task
What is part of the Actors in CMDB? - answerSubscribe & Unsubscribe
What is part of the Adminstration of CMDB? - answerImport CIs, Identify and Reconcile
CIs, maintain suggested relationships, manage CI attributes, and create new CI Classes
What ITSM Process would this use: An infrastructure component broke in our data
center. What part of the business is affected? - answerIncident Management
What are the five key business areas that ServiceNow provided IT Services for? -
answer IT, Security Operations, Customer Service, HR, and building business
applications.
What are the five core ServiceNow ITSM Applications? - answer Service Catalog,
Request Management, Incident Management, Problem Management, and Change
Management
What is Service Portfolio Management (SPM)? - answer an ITSM Process used to
define services and service offerings for IT Business Operations to meet customer
demands.
What is a roadmap workshop? - answer They create an actionable roadmap that guides
the transition for the in-scope ServiceNow applications and answers the questions,
"Where would we like to be, where do we start, and how do we get there?
What are process workshops? - answer They include high-level discussion about
process best practices, identification of existing processes and areas for improvement,
a review of how these processes are supported by the ServiceNow applications, as well
as the alignment of customer workflows to ServiceNow best practices.
What are technical workshops? - answerThey outline configuration options to control
scalability, maintainability, and performance. These interactive sessions are tailored to
customer objectives and cover implementing and maintaining applications on the
platform. They identify the technical requirements for implementation.
What are requirements workshops? - answerProcess and technical workshops
combined. These include both process and technical aspects and focus on aligning
customer process with platform capabilities.
what are the workshop inputs? - answerquestionaires, input from stakeholders, existing
process documentation, current metrics
What is part of the workshop process? - answeridentify current challenges, review
process bets practices, determin "to-be" processes, explore high-level requirements
What are the Operational items in ITSM? - answerService Portfolio Management,
Service Catalog, Request Management
What are the Maintain items in ITSM? - answerIncident Management, Problem
Management
,What are the Improve items in ITSM? - answerChange Management, DevOps, Release
Management
What two items are part of Operations, Maintain, and Improve? - answerConfiguration
Management, Knowledge Management
Where can you find the technical best practices found? - answerServiceNow Developer
Portal
What are all of the ServiceNow resources available? - answerNowLearning, Customer
Success Center, YouTube Channels, Instagram, Community, Knowledge, FB, Twitter
What are a few of the layers of the roadmap/requirements gathering? - answerForm
Design / Field Mapping, Business Logic, Communication / Notifications, Roles,
*Reporting
What is part of the workshop outputs? - answerTailored process definitions and flows.
Draft stories or input for story creation.
What are some of the guidelines when reviewing process guides? - answerworkshops
are intended to align customer's current process and identify requirements to adopt
ServiceNow best practices. The intent is not to recreate what customers have in place
today in a new system. Requirements inputs gathered during process workshops should
be validated against scope before being entered into the backlog. And just because you
can, does not mean you SHOULD. Requirement input from process workshops should
be critically reviewed for their potential impact on system quality attributes.
How are stories in the backlog numbered? - answerAccording to the module, lab, and
task set. E.g. STRY030102 = Module 03, Lab 01, Task Set 02
What are stories organized? - answerBy Product, Release, and Sprint
What will you find in related lists of stories? - answerScrum tasks that outline the major
steps requiremetns to complete the work outlined in the story. Pre-requisite stories that
must be completed before the current story may be completed. Dependent Stories that
may be completed only after the current story is completed. Automated Test Framework
(ATF) tests to validate successful completion of the current story.
What additional notes may be in the Story's activity log? - answerHints, wireframes, and
additional gathered by team members
What are the potential data sources? - answerActive Directory, HR System, Business
Applications, Spreadsheets, Legacy ITSM Applications, Manual Entry
,When implementing ServiceNow, what is generally the first step? - answerdeleting
demo data and population foundation data
What does foundation data include? - answerCompanies, users, groups, roles,
departments, locations, etc.
What module is used to assist with importing foundation data? - answerGuided Setup --
> ITSM Guided Setup
What is foundation data used for? - answerTo configure security, access, approvals,
and ITSM processes.
What is characteristic of users in Foundation Data? - answera user can have 0 to many
roles, can be a member of 0 to many groups, associated with a single location,
associated with a single department, and associated with a single company (OOB).
What types of foundation data can have parent-child relationships? - answercompanies,
departments, locations, and groups.
What is characteristic of groups in Foundation Data? - answercan be nested with
parent-child relationships, a group can have 0 to many members or roles.
What is the configuration management database (CMDB)? - answerA centrally-
managed and controlled system of record for all IT service infrastructure components
and their relationships. Al IT Service management applications use CMDB as a critical
analysis and decision-making support tool.
How does the CMDB aid the ITSM Processes? - answerprovides the capability to
associate confirugation items (CIs) to incident, problem, or change records. Identify the
respective support and approval groups. Identify the business criticality of affected CIs
to aid in prioritization and escalation. Identify potential upstream or downstream
impacts. And Provides CI relationship data to use for release planing and for knowledge
documentation.
How can you create Configuration items (CIs) in the CMDB? - answerdirect manual
creation via the Configuration application modules, creation via service catalog
fulfillment processes, import from an external source, integration with 3rd party systems,
automated discovery tool(s), creation triggered from asset management, creation via
the change management process.
What is the base class for CMDB (and used fr non-technical configuration items such as
equipment)? - answerBase Configuration Item [cmdb]
What table is extended for technical configuration items? - answerConfiguration Item
[cmdb_ci]
, How do you explore the CMDB Hierarchy? - answerConfiguration --> CI Class Manager
How do you find the base classes? - answerConfiguration --> Base Items
What are some common base CI Classes? - answerservers, computers, workstations,
out-of-band devices, network gear, printers, communication devices, upss, accessories,
computer peripherals, software
What table stores CI Relationships? - answerCI Relationships [cmdb_rel_ci]
What are common CI Relationship types? - answerconnected by:connects to,
contains::contained by, depends on::used by, hosted on::hosts, runs on::runs, used
by::uses
How does inheritance work with CMDB Classes? - answerCMDB classes inherit
attributes from parent classes, but may also define new attributes at their own level.
How do you get to CI Relationships? - answerin the Filter navigator --> cmdb_rel_ci.list
What are the three transform maps needed to fully import CI data from a spreadsheet? -
answerTransform map to populate services in the Service [cmdb_ci_service] table,
Transform map to populate servers in the Server [cmdb_ci_servce] table, and a
Transform map to populate the relationship between each service and server.
What does the transform map populating the relationship data map to? - answerParent
= Service, Child = Server, Type = (scripted source) answer =
"Depends on::Used by"
What are the parts of the CMDB Use Case Diagram? - answerAdministration, process
integrations, process operations, basic operations, actors
What is part of basic operations of CMDB? - answerdelete, create, update, read CI
What is part of process integrations of CMDB? - answerAdd to existing change request,
add to new change request
What is part of the Process Operations of CMDB? - answerAssociate CI to a Task
What is part of the Actors in CMDB? - answerSubscribe & Unsubscribe
What is part of the Adminstration of CMDB? - answerImport CIs, Identify and Reconcile
CIs, maintain suggested relationships, manage CI attributes, and create new CI Classes
What ITSM Process would this use: An infrastructure component broke in our data
center. What part of the business is affected? - answerIncident Management
