ServiceNow Certified Implementation -
ITSM Certification Exam - Vancouver
Which of the follow problem task types are available in the ServiceNow baseline? -
answer General and Root Cause Analysis
What is the default time for incident in a resolved state to be automatically moved to the
closed state? - answer7 days
Service Catalog Roles (6) - answeritil
approver user
catalog editor
catalog manager
catalog _admin
catalog _builder_editor
What roles can create a new catalog item? (4) – answer admin
catalog_editor
Catalog manager
catalog_admin
What plugin allows more control over access of ITSM Roles such as request
management? - answercom.snc.itsm.roles (ITSM Roles plugin)
What two request roles does the ITSM Roles Plugin install? - answersn_request_read
sn_request_write
What does the catalog_builder_editor role allow you to do? - answerutilize Catalog
Builder
create a template for others to use when creating catalog items
set values and restrictions on templates such as which catalog, categories, variable
types, and portal settings
What can you do from the home page of Catalog Builder? - answerCreate a catalog
item
Create a catalog item template
View the available catalog items
View the available catalog item templates
View Catalog items that are recently updated
View the configured content that describes the catalog building process in your
organization
,Are there limitations to Catalog Builder which may require use of the native platform? -
answerYes
Requests Group together: (4) - answerAll associated requested items
approvals
fulfillment tasks
Purchasing (if integrated)
Four stages of request management lifecycle are - answerSubmittal, Approval,
Fulfillment, Closure
Requests can be initiated from (6) - answerDirect Input
Self Service
Integration
Virtual Agent
Walk Up Experience
Universal Request
What applications create requests (7) - answerPortals/Employee Center
Service Catalog Application
Walk-Up
From an Incident Record
Email
Integration
Other ServiceNow Applications
What two plugins are needed to access Universal Request: - answerUniversal Request
(com.snc.universal_requst)
Customer Service with Request Mgmt (com.sn_cs_sm_request)
Three types of Catalog items: - answerRecord Producers
Order Guides
Content Items
What are the three record prefixes used in requests? - answerREQ
RITM
SCTASK
I should use a "X" to bundle multiple items that are typically requested together? -
answerOrder Guide
What 4 important considerations are required when using Order Guides? - answerAbility
to define and change the order of items in the guide
Option for users to pick and choose items they want to include
Items not sequenced execute first
Users can only sequence items within the order guide
,What are the two types of approvals for requests? - answerGating - at request (REQ)
level
Process - included in workflows at RITM lovel
When a Request (REQ) is set to Requested and Request state is Pending Approval,
what is the stage and state of the RITM? - answerWaiting for Approval and Open
What happens when a request is rejected? - answerREQ is cancelled and flow stops
If a request is approved but a RITM is cancelled what happens to the REQ? -
answerDepends on the state of remaining RITMS
Once a flow is kicked off for a request and its stage = Approved and state = Approved,
what is the state of the RITM? - answerState = Open, Approval state = Approved
What is the URL suffix for Employee Center? - answer/esc
Where do you configure who the approver is for a record? - answerFlow
What are the 4 main activities in request fullfillment - answerLocate SCTASKS
Perform task work
update task record
View workflow to all all tasks
Where can fulfillers go to see their catalog task records? - answerService Desk > My
Work
Service Desk > My Groups Work
What are the 4 request closure states? - answerClosed Complete
Closed Incomplete
Closed Rejected
Closed Cancelled
How do you view the flow on an SCTask? - answerRITM > Related links > Flow Context
Which of the following is not a catalog item? Surveys, Content Items, Order Guides,
Record Producers - answerSurveys
All work to fulfill requested items is done at what level? - answerCatalog Task
What is an unplanned interruption to or quality reduction of an IT service called? -
answerIncident
What is an addition, modification, or removal of a product or service called? -
answerRequest
, What is a cause, or potential cause, of one or more incidents called? - answerProblem
What is a temporary way to restore service failures to a usable level called? -
answerWorkaround
What is the underlying identified cause of a problem called? - answerRoot cause
What is a problem that has been analyzed but not resolved called? - answerKnown
Error
What is the ultimate goal of incident management? - answermaintain user satisfaction
with the quality of IT services
Objectives of Incident Management (4) - answer1) Use standard methods and
procedures to guarantee efficient and prompt response, analysis, documentation,
management, resolution, and reporting
2)Improve visibility and communication to business and support staff
3)Enhance business perception of IT by resolved incidents quickly and communicating
professionally
4) Align the priorities and activities with those of the business
6 Incident States - answerNew
In Progress
On Hold
Resolved
Closed
Canceled
What states make an incident inactive? - answerCanceled
Closed
Common Incident Notifications - answerAssigned to you
Opened on your behalf
Assigned to your group
Your incident is on hold
Your incident is resolved
Your incident is closed
Comments have been added
Incident state and comments updated
What common notifications will the Watch list get? - answercomments have been added
Incident state and comments updated
What are the three types of response and resolution performance indicators? -
answerSLAs
ITSM Certification Exam - Vancouver
Which of the follow problem task types are available in the ServiceNow baseline? -
answer General and Root Cause Analysis
What is the default time for incident in a resolved state to be automatically moved to the
closed state? - answer7 days
Service Catalog Roles (6) - answeritil
approver user
catalog editor
catalog manager
catalog _admin
catalog _builder_editor
What roles can create a new catalog item? (4) – answer admin
catalog_editor
Catalog manager
catalog_admin
What plugin allows more control over access of ITSM Roles such as request
management? - answercom.snc.itsm.roles (ITSM Roles plugin)
What two request roles does the ITSM Roles Plugin install? - answersn_request_read
sn_request_write
What does the catalog_builder_editor role allow you to do? - answerutilize Catalog
Builder
create a template for others to use when creating catalog items
set values and restrictions on templates such as which catalog, categories, variable
types, and portal settings
What can you do from the home page of Catalog Builder? - answerCreate a catalog
item
Create a catalog item template
View the available catalog items
View the available catalog item templates
View Catalog items that are recently updated
View the configured content that describes the catalog building process in your
organization
,Are there limitations to Catalog Builder which may require use of the native platform? -
answerYes
Requests Group together: (4) - answerAll associated requested items
approvals
fulfillment tasks
Purchasing (if integrated)
Four stages of request management lifecycle are - answerSubmittal, Approval,
Fulfillment, Closure
Requests can be initiated from (6) - answerDirect Input
Self Service
Integration
Virtual Agent
Walk Up Experience
Universal Request
What applications create requests (7) - answerPortals/Employee Center
Service Catalog Application
Walk-Up
From an Incident Record
Integration
Other ServiceNow Applications
What two plugins are needed to access Universal Request: - answerUniversal Request
(com.snc.universal_requst)
Customer Service with Request Mgmt (com.sn_cs_sm_request)
Three types of Catalog items: - answerRecord Producers
Order Guides
Content Items
What are the three record prefixes used in requests? - answerREQ
RITM
SCTASK
I should use a "X" to bundle multiple items that are typically requested together? -
answerOrder Guide
What 4 important considerations are required when using Order Guides? - answerAbility
to define and change the order of items in the guide
Option for users to pick and choose items they want to include
Items not sequenced execute first
Users can only sequence items within the order guide
,What are the two types of approvals for requests? - answerGating - at request (REQ)
level
Process - included in workflows at RITM lovel
When a Request (REQ) is set to Requested and Request state is Pending Approval,
what is the stage and state of the RITM? - answerWaiting for Approval and Open
What happens when a request is rejected? - answerREQ is cancelled and flow stops
If a request is approved but a RITM is cancelled what happens to the REQ? -
answerDepends on the state of remaining RITMS
Once a flow is kicked off for a request and its stage = Approved and state = Approved,
what is the state of the RITM? - answerState = Open, Approval state = Approved
What is the URL suffix for Employee Center? - answer/esc
Where do you configure who the approver is for a record? - answerFlow
What are the 4 main activities in request fullfillment - answerLocate SCTASKS
Perform task work
update task record
View workflow to all all tasks
Where can fulfillers go to see their catalog task records? - answerService Desk > My
Work
Service Desk > My Groups Work
What are the 4 request closure states? - answerClosed Complete
Closed Incomplete
Closed Rejected
Closed Cancelled
How do you view the flow on an SCTask? - answerRITM > Related links > Flow Context
Which of the following is not a catalog item? Surveys, Content Items, Order Guides,
Record Producers - answerSurveys
All work to fulfill requested items is done at what level? - answerCatalog Task
What is an unplanned interruption to or quality reduction of an IT service called? -
answerIncident
What is an addition, modification, or removal of a product or service called? -
answerRequest
, What is a cause, or potential cause, of one or more incidents called? - answerProblem
What is a temporary way to restore service failures to a usable level called? -
answerWorkaround
What is the underlying identified cause of a problem called? - answerRoot cause
What is a problem that has been analyzed but not resolved called? - answerKnown
Error
What is the ultimate goal of incident management? - answermaintain user satisfaction
with the quality of IT services
Objectives of Incident Management (4) - answer1) Use standard methods and
procedures to guarantee efficient and prompt response, analysis, documentation,
management, resolution, and reporting
2)Improve visibility and communication to business and support staff
3)Enhance business perception of IT by resolved incidents quickly and communicating
professionally
4) Align the priorities and activities with those of the business
6 Incident States - answerNew
In Progress
On Hold
Resolved
Closed
Canceled
What states make an incident inactive? - answerCanceled
Closed
Common Incident Notifications - answerAssigned to you
Opened on your behalf
Assigned to your group
Your incident is on hold
Your incident is resolved
Your incident is closed
Comments have been added
Incident state and comments updated
What common notifications will the Watch list get? - answercomments have been added
Incident state and comments updated
What are the three types of response and resolution performance indicators? -
answerSLAs
