ServiceNow ITSM Implementation Certification Exam QUESTIONS WITH ANSWERS

ServiceNow ITSM Implementation
Certification Exam QUESTIONS WITH
ANSWERS

ServiceNow provides what key IT services? - ....🔰VERIFIED ANSWERS....
✔✔-IT
-Security Operations
-HR
-Customer Service
-Building Business Services


ITSM inculudes? - ....🔰VERIFIED 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 - ....🔰VERIFIED ANSWERS....
✔✔-Roadmap Workshop
-Process Workshops
-Technical Workshops
-Requirements Workshops

,Roadmap workshop summary - ....🔰VERIFIED 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 - ....🔰VERIFIED 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 - ....🔰VERIFIED 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? - ....🔰VERIFIED ANSWERS....
✔✔itil_admin


Who/what role can archive an incident? - ....🔰VERIFIED ANSWERS....
✔✔itil


What are the outputs of requirements workshops? - ....🔰VERIFIED
ANSWERS.... ✔✔Draft stories and input for story creation

,Do (TC) Technical consultants attend requirements workshops? - ....🔰
VERIFIED ANSWERS.... ✔✔Yes 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? - ....🔰VERIFIED ANSWERS....
✔✔Companies
Users
Groups
Roles
Departments
Locations
etc...


How can foundation data be brought into ServiceNow? - ....🔰VERIFIED
ANSWERS.... ✔✔Manually 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? - ....🔰
VERIFIED ANSWERS.... ✔✔User:
-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? - ....🔰VERIFIED ANSWERS.... ✔✔Companies
Departments
Locations
Groups


A group record has what relationships in terms of foundation data? - ....🔰
VERIFIED ANSWERS.... ✔✔Group:
-Can have zero to many members
-Can have zero to many roles


CMDB aids ITSM processes by? - ....🔰VERIFIED ANSWERS.... ✔✔-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? - ....🔰VERIFIED
ANSWERS.... ✔✔-Manual creation via the Configuration Management
application modules