ServiceNow - ITSM
Sys_popup - answer What form view is displayed when a user hovers over a reference
icon on the Incident form?
Variable Types - answerMultiple Choice, Single Line Text, and Select Box are what type
of elements in ServiceNow?
Default view - answerWhen sys_popup view is not defined for a table, what is used?
What is a Known Error? - answerany problem with a root cause and a workaround.
1) Knowledge Management - Add-in for Microsoft Word
2) Supports Word Online application Only
3) Supports only in applications integrated such as Microsoft SharePoint and Microsoft
OneDrive.
4) The text size must be less than 1 MB.
5) Headers and footers correspond to pages in the Word document appear as-is in
knowledge article. - answerWhat statements are true about knowledge article authoring
in Microsoft Word?
* Child Incidents,
* Outages,
* Alerts,
* Affected Locations,
* Impacted Services,
* Groups and
* Affected CIs. - answerwhat features or fields do come under the Summary tab within
the Major Incident Workbench?
Knowledge Use [kb_use] - answerA record is added to which table each time a
knowledge article is viewed?
What user who viewed the article and whether the article was attached to a Task. -
answerwhat fields are included in the Knowledge Use [kb_use] record?
Service Catalog > Catalog Definitions > Maintain Items - answerWhere do you navigate
in the Now Platform in order to see a list of catalogue items?
what change request information is available for change approvers within the approval
record? - answer1) Number Requested by
2) Configuration Item Type
3) Planned Start Date Risk
, 4) Planned End Date Impact
5) Short Description
6) Description
7) Justification
8) Implementation plan
9) Risk and impact analysis
10) Backout plan
11) Test plan.
When an unplanned CI activity occurs on CIs that are part of the application service, an
unauthorised change request is automatically created as a(n) _______ change. -
answeremergency change
what can you do in a multi-row variable set (MRVS)? - answer* capture variable data in
a grid layout
* disallow duplicate values.
* hide a variable
Screenshot: Making a variable hidden and unique on a multi-row variable set - answer
What Incident field is used to communicate back and forth with the Caller directly in
ServiceNow? - answerAdditional comments
Who can create additional ad-hoc tasks for a requested item? - answerA process user
(fulfiller) with permissions
Who are automatically assigned the security roles required to manage a knowledge
base? - answerOwner and Managers fields.
what requires a Content Item to be used to achieve it? - answerview company policies.
what does Record producer used for - answerask a question
what is a MRVS? - answermulti-row variable set
50%, 75% & Breached - answerWhen are SLA notifications sent out when using the out
of box workflow
when is a notification is sent to the user in the incident Assigned to field and the CIs
Supported by field - answerSLA 50% Definition
Assigned to field mentioned in the incident form and the Supported by field in the
configuration item form - answerWho receives the SLA 50% notification?
the Incident Assigned to field and the manager of the Assigned to user. - answerWho
receives the SLA 75% notification?
Sys_popup - answer What form view is displayed when a user hovers over a reference
icon on the Incident form?
Variable Types - answerMultiple Choice, Single Line Text, and Select Box are what type
of elements in ServiceNow?
Default view - answerWhen sys_popup view is not defined for a table, what is used?
What is a Known Error? - answerany problem with a root cause and a workaround.
1) Knowledge Management - Add-in for Microsoft Word
2) Supports Word Online application Only
3) Supports only in applications integrated such as Microsoft SharePoint and Microsoft
OneDrive.
4) The text size must be less than 1 MB.
5) Headers and footers correspond to pages in the Word document appear as-is in
knowledge article. - answerWhat statements are true about knowledge article authoring
in Microsoft Word?
* Child Incidents,
* Outages,
* Alerts,
* Affected Locations,
* Impacted Services,
* Groups and
* Affected CIs. - answerwhat features or fields do come under the Summary tab within
the Major Incident Workbench?
Knowledge Use [kb_use] - answerA record is added to which table each time a
knowledge article is viewed?
What user who viewed the article and whether the article was attached to a Task. -
answerwhat fields are included in the Knowledge Use [kb_use] record?
Service Catalog > Catalog Definitions > Maintain Items - answerWhere do you navigate
in the Now Platform in order to see a list of catalogue items?
what change request information is available for change approvers within the approval
record? - answer1) Number Requested by
2) Configuration Item Type
3) Planned Start Date Risk
, 4) Planned End Date Impact
5) Short Description
6) Description
7) Justification
8) Implementation plan
9) Risk and impact analysis
10) Backout plan
11) Test plan.
When an unplanned CI activity occurs on CIs that are part of the application service, an
unauthorised change request is automatically created as a(n) _______ change. -
answeremergency change
what can you do in a multi-row variable set (MRVS)? - answer* capture variable data in
a grid layout
* disallow duplicate values.
* hide a variable
Screenshot: Making a variable hidden and unique on a multi-row variable set - answer
What Incident field is used to communicate back and forth with the Caller directly in
ServiceNow? - answerAdditional comments
Who can create additional ad-hoc tasks for a requested item? - answerA process user
(fulfiller) with permissions
Who are automatically assigned the security roles required to manage a knowledge
base? - answerOwner and Managers fields.
what requires a Content Item to be used to achieve it? - answerview company policies.
what does Record producer used for - answerask a question
what is a MRVS? - answermulti-row variable set
50%, 75% & Breached - answerWhen are SLA notifications sent out when using the out
of box workflow
when is a notification is sent to the user in the incident Assigned to field and the CIs
Supported by field - answerSLA 50% Definition
Assigned to field mentioned in the incident form and the Supported by field in the
configuration item form - answerWho receives the SLA 50% notification?
the Incident Assigned to field and the manager of the Assigned to user. - answerWho
receives the SLA 75% notification?
