ServiceNow CIS - IT Service Management Exam Questions and Answers

ServiceNow CIS - IT Service
Management




ITSM - Answer-CMDB, Benchmarks, Now Mobile, Reports/Dashboards, Knowledge Management,
Mobile Agent, Service Level Management, Surveys/Assessments



CMDB (Configuration Management Database) - Answer-Centrally-managed and controlled system of
record for IT service infrastructure components and their relationships



- Used for critical analysis and decision-making support tool



CMDB aids ITSM process by: - Answer-- Associate CIs to incident, problem or change records

Support and approval groups

- Business criticality of affected CIs to aid in prioritization and escalation

- Potential upstream/downstream impacts

- CI relationship data to use for release planning and knowledge documentation



CMDB related to ITSM processes - Answer-- *Incident Management* = infrastructure component
broken

,- *Change Management* = need to change something in Data Center

- *Problem Management* = identified a defect in our infrastructure

- *Request Management* = requests



CIs [cmdb_ci] - Answer-Where technical CIs extend from

- CMDB classes inherit from parent classes and define new attributes at their own level



CI Relationships [cmdb_rel_ci] - Answer-Stores CI relationship data

- Define these for CI import so the Transform map populates relationship data



CMDB - itil_admin role - Answer-Must have personalize_directory role to create a new CI class



CMDB - Principle Class - Answer-Filter automatically applied to CI on change, incident, and problem
records

- Only CIs within a principal class can be selected on the CI field

- Customized with *com.snc.task.principal_class_filter* property



CI Class Manager - Answer-Used to explore the hierarchy and table definitions at each level

- CMDB class inherit attributes from parent classes, but may define new attributes at their own level



Transform Map - Answer-Used to map CI relationship data to parent (e.g. Service), Child (e.g. Server),
and Type (scripted source: answer="Depends on::Used by")



Incident Management lifecycle - Answer-1. *Creation and Classification* = new incident has details
documented and assigned to appropriate group/user

2. *Investigation and Diagnosis* = analyze/diagnose issue and update incident with findings

, 3. *Resolution and Closure* = restore normal services to end user with solution or workaround, update
record with details and communication, and create related records if necessary (problem, change, or
request)

- Incident automatically closes after a set period of time



Create Incident - Answer-- *Service Portal* = create task-based records, like Incident

- *Incident Application* or *Workspace*

- *Connect Support (Chat)* = SD agents can create and collaborate on instances

- *Inbound Email* = emails SN receives that can be processed as an Incident

- *Webservices* (e.g. import sets, REST, SOAP) = 3rd party systems to integrate/communicate with SN
to create, update, and delete Incidents



** Most incidents created through interactions (walk-up, chat, etc.)



Incident - Category / Subcategory best practices - Answer-- Simple and standard

- No metadata to drive the process

- Too many options may cause miscategorization



Incident - Default Closure - Answer-7 days after resolution or updated date

- Must enable *com.snc.incident.autoclose.based* system property (based on resolution date) to true
and set glide.ui.autoclose.time value



Incident - Caller user details populated - Answer-- *VIP Flag* = VIP user (executives/leadership) where
caller appears as red but does NOT affect Incident Priority

- *Caller Lookup Select Box* (ref_ac_column) = reference field, auto-complete for user selection

- *Reference Declarations* (ref_contributions) = reference icon with preview of related record for
reference field (If field is read-only, set attribute clickthrough=true)