ServiceNow ITSM Implementation Certification Exam with complete solutions

ServiceNow provides what key IT services? correct answers -IT -Security Operations -HR -Customer Service -Building Business Services ITSM inculudes? correct answers -Incident Management -Problem Management -Change Management -Request Fulfillment -and rely heavily on Knowledge Management and CMDB What are the types of workshops for ITSM correct answers -Roadmap Workshop -Process Workshops -Technical Workshops -Requirements Workshops Roadmap workshop summary correct answers -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 correct answers Include 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 correct answers Outline 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? correct answers itil_admin Who/what role can archive an incident? correct answers itil What are the outputs of requirements workshops? correct answers Draft stories and input for story creation