ServiceNow Discovery Implementation Certification Exam 2024

ServiceNow Discovery Implementation Certification Exam 2024 What is the purpose of the CMDB? -Answer-The purpose of the CMDB is to capture and catalog assets, not just for record keeping but to provide a clear picture of the service management estate to more deeply understand it and to be able to support it better What can the CMDB be thought of as? -Answer-It can be thought of as a database containing configuration items where the CI's are infrastructure components (hardware and software) required to deliver a service. What are the two key tables in the CMDB? -Answer-cmdb_ci - the configuration item table records generic attributes of all CIs cmdb_rel_ci - the CI relationship table contains relationships between CIs The information contained in these tables (among others) is used to create the dependency view i.e a logical model showing how CIs are related. If you change the cmdb_ci table the changes will propagate to all CIs (true/false) - Answer-True What do you do to view the hierarchy of a ci type? -Answer-Go to Configuration>CI Class Manager then locate the ci type in the class hierarchy, on the related links select Show Schema Map Do all service management processes use the CMDB? -Answer-Yes the CMDB is not just a storage of information about organizational assets, its usage is more important and virtually all service management processes use the CMDB in some way. What does the CMDB provide for visibility? -Answer-Simply put having a CMDB provides increased visibility of the infrastructure, enabling: Key decision makers to quickly make accurate and informed decisions. Support teams to investigate and resolve issues in a timely manner How does the CMDB benefit the Incident Management process? -Answer-The ability to identify how faulty CIs affect upstream services means being able to warn users of potential outages or reassure customers that work is currently in progress; relating component information to quick fixes (the KEDB) can affect faster workarounds. How does the CMDB benefit the Problem Management process? -Answer-Able to perform root cause analysis on related items, narrowing down the source of incidents and identify the faulty CI more quickly. How does the CMDB benefit the Change Management process? -Answer-Understand change impact for more informed decision-making, identify upstream services and CI's affected by a change so change schedules can minimize service disruption. How does the CMDB benefit the Security Management process? -Answer-Identify assets and their business value to ascertain monitoring and control requirements. Most organizations do not fully understand their environment, which introduces risk levels. What are some examples of these risks? -Answer--Support staff are not informed when devices are moved. -Technicians lack details of a new server added to the network. -Software is installed on corporate equipment without proper official approval. -Costs and fines associated with under or over-buying software licenses. What is the main consideration when starting initial CMDB design? -Answer-Thought should be given to the process of CMDB Maintenance. What is Discovery? -Answer-ServiceNow Discovery (also known as Infrastructure and Application discovery) interrogates the enterprise network for recognizable devices and applications they host. How does Discovery access the network? -Answer-Because ServiceNow is normally hosted in a data center, instances lack the ability to access the enterprise networks and sub nets directly, so must delegate the work to MID Servers placed inside the enterprise. What is a MID Server -Answer-A MID Server is a lightweight java process running under a Linux or Windows platform that resides within the enterprise networks. Does a MID Server require dedicated hardware? -Answer-A MID Servers resource consumption is very low (and controllable) and therefore dedicated hardware is usually not required. What is a MID Servers sole function? -Answer-The sole function of the MID Server is to execute work requests and return the results to a ServiceNow instance for processing