SERVICENOW CIS ITSM QUESTIONS AND ANSWERS
Which type of workshop identifies the technical requirements for implementation? -
Answers - Technical Workshop (page 17)
TRUE/FALSE: Technical workshop and process workshop can be combined in one
workshop. - Answers - TRUE (page 17)
TRUE/FALSE: Technical consultants should attend workshops. - Answers - TRUE
(page 19)
TRUE/FALSE: Technical consultant should participate in requirements workshop(s) and
should encourage customizing ServiceNow OOTB processes in order to align with the
organizations current processes. - Answers - FALSE (page 20)
TRUE/FALSE: ServiceNow is a very flexible platform. Therefore it is encouraged to
customize ITSM processes to match any requirements from the customer. - Answers -
FALSE (page 20)
How can you remove demo data? - Answers - You can request that through the HI
portal (page 29)
TRUE/FALSE: When implementing ServiceNow, deleting demo data and populating
foundation data is often the first step. - Answers - TRUE (page 29)
TRUE/FALSE: A group can have a parent group. - Answers - TRUE (page 30)
How does the CMDB aid ITSM processes? - Answers - Identifying potential upstream or
downstream impacts.
Associating configuration items to incidents, problems or change records.
Identify the affected applications which helps in prioritization.
Identifying respective support and approval groups.
Provides CI relationship data to use for release planning and for knowledge
documentation.
(page 32)
Which table does the "Knowledge Base" table extend from? - Answers - Knowledge
Base table doesn't extend from any other table. (page 53)
Which table is used to store Knowledge articles? - Answers - kb_knowledge (page
53/54)
Which table can be used to build a report to see which knowledge articles are no longer
viewed by users? - Answers - kb_use (page 54)
,What is the purpose of the table "Knowledge Use" [kb_use]? - Answers - It tracks
knowledge articles that have been attached to incidents.
It tracks how many times a knowledge article was viewed.
(page 54)
Which plugin should be activated to enable Article Versioning in Knowledge
Management? - Answers - Knowledge Management Advanced Installer (page 54)
TRUE/FALSE: Article Versioning can be enabled by setting the property "Enable article
versioning feature" to Yes. - Answers - TRUE (page 54)
How do you make an article visible in the featured content section? - Answers - Add the
article to the featured content related list in a knowledge base (page 55)
Which table is used to store all the searched performed against knowledge base
articles? - Answers - ts_query_kb (https://bit.ly/3voKwbv)
What are the ways that can be used to create configuration items? - Answers - Manual
creation
Service Catalog
Import from External Source
Integrations
Discovery
Asset Management
Change Management
(page 33)
How many classes extend from the Base Configuration Item table? - Answers - Over
500 classes
(page 34)
Which table do all technical configuration items extend from? - Answers - Configuration
Item [cmdb_ci] (page 34)
What can you use to explore the hierarchy and table definitions? - Answers - CI Class
Manager
(page 34)
What is true regarding configuration items and the table extended? - Answers - Only
non-technical configuration items extend directly from Base Configuration Item table
(page 34)
TRUE/FALSE: Technical configuration items extend the Base Configuration Item table
[cmdb]. - Answers - FALSE (page 34)
Which table stores CI Relationship data? - Answers - cmdb_rel_ci
,(page 35)
Which module would you use to navigate to CI Relationships? - Answers - There is no
module that links to the table. Navigate to the table by typing cmdb_rel_ci.list in the
Filter Navigator. (page 35)
What user feedback actions are stored on the kb_feedback table? - Answers - Flags
Helpful (Yes/No)
Star Rating
Comments
(https://bit.ly/3wuiMn9)
What is the minimum role needed to delete a knowledge base? - Answers - Nobody can
delete a knowledge base (page 59)
TRUE/FALSE: It is possible to import multiple word documents at the same time into a
knowledge base. - Answers - TRUE (page 61)
What are the baseline states for Incidents? - Answers - New
In Progress
On Hold
Resolved
Closed
Cancelled
What are valid On Hold reasons? - Answers - Awaiting Caller, Awaiting Change,
Awaiting Problem, Awaiting Vendor
TRUE/FALSE: Users with the itil role can update any incident except closed. - Answers
- TRUE (page 73)
Which users have the permission to close an incident? - Answers - Itil Admin
Incident Caller
(page 73)
How many avenues are there to create a new incident and what are they? - Answers -
5: Portals, Incident Application or Workspace, Support Chat, Inbound Email,
Integrations (page 79)
TRUE/FALSE: When an incident is created for a VIP caller, the caller color will change.
- Answers - TRUE (Page 81)
TRUE/FALSE: Field Decorations are controlled by the "ref_contributions" attribute. -
Answers - TRUE (page 81)
, How do you automatically show the user employee number when searching for a user
in the caller field? - Answers - Modify "ref_ac_column" attribute for the Caller field (page
81)
TRUE/FALSE: Categorization driven by configuration item is recommended for
customers with robust and Mature CMDB. - Answers - TRUE (page 84)
What module can be used to define incident priority rules? - Answers - System Policy >
Rules > Priority Lookup Rules (page 86)
TRUE/FALSE: The calculation of incident priority is based on both impact and urgency
fields. - Answers - TRUE (page 86)
How do you change the logic of calculating incident priority? - Answers - Modifying the
records in the Priority Lookup Rules table (page 86)
What can an end user see in the related search result section? - Answers - Knowledge
articles OR Catalog items (page 90)
TRUE/FALSE: Inbound Actions can be configured to enable creating or updating
incidents. - Answers - TRUE (page 94)
TRUE/FALSE: An Inbound Action processes an email received by ServiceNow to create
or update a record in ServiceNow. - Answers - TRUE (page 94)
TRUE/FALSE: Inbound Actions can be configured to enable creating or updating
problems - Answers - FALSE (page 94)
How do you show the template bar at the bottom of the incident form? - Answers - Click
on the "Toggle Template Bar" at the tope of the form (page 98; step 2)
How many columns can a formatter contain in a variable set? - Answers - 2 (page 103)
TRUE/FALSE: Incident Variable Editor can be made visible only to incidents created
from record producers. - Answers - TRUE (page 105; step G.)
Which On Hold states must be updated manually? - Answers - Awaiting Caller
Awaiting Change
Awaiting Vendor
(last 4 bullet points on page 114)
TRUE/FALSE: Even though there are business rules to keep State and Incident State in
sync, it is recommended to use Incident State. - Answers - FALSE (page 117)
TRUE/FALSE: Script includes that has SNC in their names has paired script includes
with the same name but without SNC. - Answers - TRUE (graphic on page 118)
Which type of workshop identifies the technical requirements for implementation? -
Answers - Technical Workshop (page 17)
TRUE/FALSE: Technical workshop and process workshop can be combined in one
workshop. - Answers - TRUE (page 17)
TRUE/FALSE: Technical consultants should attend workshops. - Answers - TRUE
(page 19)
TRUE/FALSE: Technical consultant should participate in requirements workshop(s) and
should encourage customizing ServiceNow OOTB processes in order to align with the
organizations current processes. - Answers - FALSE (page 20)
TRUE/FALSE: ServiceNow is a very flexible platform. Therefore it is encouraged to
customize ITSM processes to match any requirements from the customer. - Answers -
FALSE (page 20)
How can you remove demo data? - Answers - You can request that through the HI
portal (page 29)
TRUE/FALSE: When implementing ServiceNow, deleting demo data and populating
foundation data is often the first step. - Answers - TRUE (page 29)
TRUE/FALSE: A group can have a parent group. - Answers - TRUE (page 30)
How does the CMDB aid ITSM processes? - Answers - Identifying potential upstream or
downstream impacts.
Associating configuration items to incidents, problems or change records.
Identify the affected applications which helps in prioritization.
Identifying respective support and approval groups.
Provides CI relationship data to use for release planning and for knowledge
documentation.
(page 32)
Which table does the "Knowledge Base" table extend from? - Answers - Knowledge
Base table doesn't extend from any other table. (page 53)
Which table is used to store Knowledge articles? - Answers - kb_knowledge (page
53/54)
Which table can be used to build a report to see which knowledge articles are no longer
viewed by users? - Answers - kb_use (page 54)
,What is the purpose of the table "Knowledge Use" [kb_use]? - Answers - It tracks
knowledge articles that have been attached to incidents.
It tracks how many times a knowledge article was viewed.
(page 54)
Which plugin should be activated to enable Article Versioning in Knowledge
Management? - Answers - Knowledge Management Advanced Installer (page 54)
TRUE/FALSE: Article Versioning can be enabled by setting the property "Enable article
versioning feature" to Yes. - Answers - TRUE (page 54)
How do you make an article visible in the featured content section? - Answers - Add the
article to the featured content related list in a knowledge base (page 55)
Which table is used to store all the searched performed against knowledge base
articles? - Answers - ts_query_kb (https://bit.ly/3voKwbv)
What are the ways that can be used to create configuration items? - Answers - Manual
creation
Service Catalog
Import from External Source
Integrations
Discovery
Asset Management
Change Management
(page 33)
How many classes extend from the Base Configuration Item table? - Answers - Over
500 classes
(page 34)
Which table do all technical configuration items extend from? - Answers - Configuration
Item [cmdb_ci] (page 34)
What can you use to explore the hierarchy and table definitions? - Answers - CI Class
Manager
(page 34)
What is true regarding configuration items and the table extended? - Answers - Only
non-technical configuration items extend directly from Base Configuration Item table
(page 34)
TRUE/FALSE: Technical configuration items extend the Base Configuration Item table
[cmdb]. - Answers - FALSE (page 34)
Which table stores CI Relationship data? - Answers - cmdb_rel_ci
,(page 35)
Which module would you use to navigate to CI Relationships? - Answers - There is no
module that links to the table. Navigate to the table by typing cmdb_rel_ci.list in the
Filter Navigator. (page 35)
What user feedback actions are stored on the kb_feedback table? - Answers - Flags
Helpful (Yes/No)
Star Rating
Comments
(https://bit.ly/3wuiMn9)
What is the minimum role needed to delete a knowledge base? - Answers - Nobody can
delete a knowledge base (page 59)
TRUE/FALSE: It is possible to import multiple word documents at the same time into a
knowledge base. - Answers - TRUE (page 61)
What are the baseline states for Incidents? - Answers - New
In Progress
On Hold
Resolved
Closed
Cancelled
What are valid On Hold reasons? - Answers - Awaiting Caller, Awaiting Change,
Awaiting Problem, Awaiting Vendor
TRUE/FALSE: Users with the itil role can update any incident except closed. - Answers
- TRUE (page 73)
Which users have the permission to close an incident? - Answers - Itil Admin
Incident Caller
(page 73)
How many avenues are there to create a new incident and what are they? - Answers -
5: Portals, Incident Application or Workspace, Support Chat, Inbound Email,
Integrations (page 79)
TRUE/FALSE: When an incident is created for a VIP caller, the caller color will change.
- Answers - TRUE (Page 81)
TRUE/FALSE: Field Decorations are controlled by the "ref_contributions" attribute. -
Answers - TRUE (page 81)
, How do you automatically show the user employee number when searching for a user
in the caller field? - Answers - Modify "ref_ac_column" attribute for the Caller field (page
81)
TRUE/FALSE: Categorization driven by configuration item is recommended for
customers with robust and Mature CMDB. - Answers - TRUE (page 84)
What module can be used to define incident priority rules? - Answers - System Policy >
Rules > Priority Lookup Rules (page 86)
TRUE/FALSE: The calculation of incident priority is based on both impact and urgency
fields. - Answers - TRUE (page 86)
How do you change the logic of calculating incident priority? - Answers - Modifying the
records in the Priority Lookup Rules table (page 86)
What can an end user see in the related search result section? - Answers - Knowledge
articles OR Catalog items (page 90)
TRUE/FALSE: Inbound Actions can be configured to enable creating or updating
incidents. - Answers - TRUE (page 94)
TRUE/FALSE: An Inbound Action processes an email received by ServiceNow to create
or update a record in ServiceNow. - Answers - TRUE (page 94)
TRUE/FALSE: Inbound Actions can be configured to enable creating or updating
problems - Answers - FALSE (page 94)
How do you show the template bar at the bottom of the incident form? - Answers - Click
on the "Toggle Template Bar" at the tope of the form (page 98; step 2)
How many columns can a formatter contain in a variable set? - Answers - 2 (page 103)
TRUE/FALSE: Incident Variable Editor can be made visible only to incidents created
from record producers. - Answers - TRUE (page 105; step G.)
Which On Hold states must be updated manually? - Answers - Awaiting Caller
Awaiting Change
Awaiting Vendor
(last 4 bullet points on page 114)
TRUE/FALSE: Even though there are business rules to keep State and Incident State in
sync, it is recommended to use Incident State. - Answers - FALSE (page 117)
TRUE/FALSE: Script includes that has SNC in their names has paired script includes
with the same name but without SNC. - Answers - TRUE (graphic on page 118)
