What is the maximum number of dynamic CI groups allowed in a ServiceNow system?

Enabling or disabling the creation of unauthorized changes through ci.change.unplanned event

All CIs are captured, if an unplanned CI activity occurs.

Unauthorized Changes are only created outside the business times

All unauthorized changes are pre-approved by the ECAB for faster implementation

What is true about Unauthorized Changes in Change Management?

It simplifies user training on new modules.

It allows for quicker resolution of problems.

It reduces the maintenance overhead of managing separate categorization systems.

What is a primary benefit of reusing existing incident categories for problem categorization in ServiceNow?

A workaround is a temporary fix meant to bypass the issue while a permanent solution resolves the root cause.

A workaround and a permanent solution both address the root cause of an issue.

A permanent solution is always IT-based, while a workaround is a manual process.

There is no difference; both terms can be used interchangeably in IT problem management.

What best describes the difference between a workaround and a permanent solution in IT problem management?

The incident state changes to 'Resolved'.

The incident state changes to 'On Hold' with the reason 'Awaiting Problem'.

What happens to the state of an incident when a related problem is created via UI action in ServiceNow?

'problem_task' is a child of 'task' and a parent of 'problem'.

'problem' and 'problem_task' are both children of 'task', but 'problem_task' is specifically used for actions required to resolve a 'problem'.

'problem' is a standalone table without any inheritance from 'task', while 'problem_task' inherits directly from 'problem'.

All three tables are completely independent without any inherited relationships.

In ServiceNow, how are the 'problem', 'problem_task', and 'task' tables related and differentiated?

What Role cannot update active problem records?

Which fields in the Schedule section on the Change request form are used for conflict detection?

Each Model State Transition has associated conditions defining when a transition can occur, such as requiring an approval. Automatic transition can be set to true if these conditions are met.

Model State Transitions automatically update the change ticket status without any conditions.

Each Model State Transition can only have one Automatic transition set to true

Model State Transitions are predefined and should not be overwritten, since scripting is required.

In ServiceNow, what functionalities are associated with each Model State Transition in the Change Management process?

com.snc.problem.create_from_incident.attributes

com.snc.incident.problem_transfer.attributes

com.snc.problem.copy_from_incident.attributes

Which property in ServiceNow is used to configure the fields that are copied from an incident to a problem when creating a new problem?

In ServiceNow, what are the key components of an individual change model for managing multimodal changes?

Work notes for incidents where the state is New, On Hold, or In Progress.

Additional comments for incidents where the state is Resolved

Activity Stream for incidents where the state is New, On Hold, or In Progress

Work notes for incidents where the state is Closed

When using the Communicate Fix UI action in ServiceNow, where is the fix information copied to for related incidents? Choose the correct option(s).

The field is automatically filled with the group's manager.

The field is set to the system administrator by default.

The field selects the user with the closest matching role.

What happens to the 'Assigned to' field in a problem record if a group is selected but no user in the group has the problem role in ServiceNow?

Which ServiceNow feature allows change managers to tailor change activities and workflows to specific use cases?

The user has the ITIL role and the Incident is not closed

Only Incident Managers can create Problem/ Change records from Incident

Only one Problem or Change per Incident can be created

When can an User from the Incident create a new Problem/Change ?

If an ESS user (caller) reopens his incident, all of its children incident states are set to In Progress

You can copy or create a child incident of all fields to the new Incident, if the Incident Property is enabled

By default: The parent and child states are synchronized. The child incident state depends on the parent incident state.

ITIL user can only copy or create incidents, which they created

If an ITIL user reopens an Incident, both parent and child are set to "In Progress"

What is true for parent and child incidents?

VIP user have a different process logic in contrast to standard user. The VIP Caller Client Script holds this logic

The rec_ac_column attribute controls which additional fields are displayed

ref_contribution icons are not displayed if the field is read only. The clickthorugh=true attribute changes this behavior

For each form, only one Reference Icon can be set up. By default, the Caller fields shows a list of the user closed incidents

The Caller field on the Incident form is populated based on the sys_user table. Which of the following statements is true?

Which of the following are Out-of-the-Box Flows, that are shipped with the Change Application?

Work notes are only visible to the Caller of the Incident, while internal emails are not

Activity Funnel > Configure available fields modifies the content tracked in all Incident activity streams

Security rules apply only to fields, not to the Activity log

Activity Funnel is only on the Service Workspace activated

What is true about Work Notes on the Incident Form?

It is activated by default. All Incidents with Priority 1 and VIP status are flagged as Major Incidents

A major Incident is an incident that results in significant disruption

Users with major_incident_manager role can directly promote an active incident

Users with itil role can work on MI, but not create

The plugin com.snc.incident.mim is not required anymore. MI is part of the incident application now

What is true about Major Incident Management?

Within Form Design, you create a new Container with two columns

Layouts on Record Producers can only be modified within Catalog UI Builder. Only one column is allowed

Within the variable list you create a Container Start and Container End. Layout is specified in the Container Start variable

After creation of Container variables, you choose the order of category and subcategory in between Start and End

Your customer wants you to modify the Record Producer for new incidents such that, category and subcategory are next to each other. How would you do this?

The default variable editor is applicable for all tables in ServiceNow.

By default, the default variable editor is applicable for the Incident and Change tables.

The VEditor is a formatter added on the Incident form (Default View) and the Change form (Default View)

Catalog UI policies and catalog client scripts are supported on the default variable editor only for non-task-extended tables.

Which statement is true about the default variable editor in ServiceNow?

An error message appears instructing the agent to manually specify the incident assignment.

The agent is prompted to choose an Assignment group.

The Assignment group field is automatically filled with the agent's primary group.

The Assignment group field remains unfilled.

What occurs when an agent, who belongs to several user groups, utilizes the 'Assign to me' UI action on an incident record with an empty Assignment group?

SLA flows use percentages to time Breach Warning. When does the trigger of the cumulative time gets triggered?

When the Incident changes to state "On Hold", the On Hold Reason field is set to visible. Which options can you choose?

Business hours can only be set on a 24/7 basis, without exceptions.

Business hours must align strictly with the client's headquarters operating hours.

Business hours are configurable and can be tailored to match specific operational hours and holidays.

Business hours have no impact on SLA calculations and are purely informational.

During a client workshop, a client inquires about best practices for setting up Service Level Agreements (SLAs) in ServiceNow. They are particularly interested in understanding the different options for business hours. Which of the following is true regarding the configuration of business hours for SLAs?

Close Incident Tasks when the state of the Incident is closed

Close Incident Tasks when the state of the Incident is either closed or cancelled

Change the state of the Incident Tasks from Resolved to Closed, when Incident is closed

What does com.snc.incident.incident_task.closure System Property?

After closing the Incident, there is a UI Action "Create Knowledge Article", which creates a Knowledge Article with the description of the Incident

Under Knowledge > Create New Article you can select the Incident Record for which you want to create the Article. All fields are populated from the Incident within the Template

Click Create Knowledge from the Related Link section on your Incident. Key fields are mapped from Incident to the new Article to the KCS Article template

Activate KCS Integration for Incident Management plugin

How can you create a new Knowledge Article from the Incident?

What is the default time in days for resolved Incidents to be closed?

To maintain and create Surveys, which Modules within the Survey Application are important? 

Via Events, which create alerts which trigger new Incidents

What is usually an automated way to create incidents?

A release can be made of multiple changes 

Change Management is under the authority of Release Management

Release Management is under the authority of Change Management

How is the connection between Change- and Release-Management?

How is the connection between Service Catalog and Change Management?

Which role has the ability to update the change typ or model on an existing Record? 

What are the primary operations of a Change User?

What minimum Role is required to create and change Approval Policies?

What are valid Change process lifecycles?

Where do you typically create preapproved Changes?

Which tabs are available at the Change Landing Page?

Which options can you activate on a Change Model record?

Available For > Not Available For > Can Read Roles > ACLs on the table

ACLs on the table > Available For > Not Available For > Can Read Roles 

ACLs on the table > Can Read Roles > Available For > Not Available For 

ACLs on the table > Can Read Roles > Not Available For > Available For 

On a Change, how is the order of evaluation executed?

The empty Assignment group field is filled with the Callers Sys Id

The empty Assignment group field remains empty

The field gets either populated by the change group of the CI, if empty, it tries to populate it with the change group of the respective Service Offering

Only if the change group of the CI and of the Service Offering are the same, the Assignment Group field of the Change Record gets populated

What happens on a Change Record, if the Assignment Group is empty?

Maintenance windows define the time frame,  during which normal change activity should not be scheduled

Maintenance windows define the time frame,  during which normal change activity should be scheduled

Blackout windows define the time frame,  during which normal change activity should not be scheduled

What is the difference between Blackout and Maintenance windows on the Change Request?

When the field Configuration Item is updated

Via Scheduled Job based on the lead time to Planned Start

When does Conflict Detection on a Change Record run?

Blackout schedules define periods when no changes can be implemented

Blackout schedules are stored in the cmdb_ci_blackout table

Blackout schedules can be defined to recur on a daily, weekly, or monthly basis

Blackout schedules are used to specify the maintenance windows for routine updates

Blackout schedules ensure changes are only implemented during business hours

Which of the following statements are true about ServiceNow blackout schedules?

Risk Conditions and Risk Assessment are only applicable to standard change requests.

Risk Conditions automatically calculate the risk level of a change request based on predefined criteria.

Risk Assessment involves manually evaluating the risk level of a change request by answering a set of questions

Risk Conditions can only have conditions, no scripts. If you want to script logic additionally, you need Client Scripts

Risk Assessment questionnaires can be customized to fit the specific needs of the organization

Which of the following statements are true about Risk Conditions and Risk Assessment on change requests in ServiceNow?

Change Management Plugin - Risk Assessment (sn_grc_risk_assessment.change) needs to be enabled

Change Management Plugin - Risk Assessment (com.snc.change.risk_assessment) needs to be enabled

Assessment Thresholds are defined under Change > Risk Conditions

Assessment Thresholds are based on Risk levels and Scores (Score greater than)

Risk assessment uses a weighted score for each question

Risk assessment uses the highest score for each question

What is true about Risk Assessment on Change Requests?

Scheduling a recurring series of CAB meetings

Managing maintenance windows and blackout schedules

Approving or rejecting change requests based on CAB decisions

Which of the following is NOT a function of the CAB Workbench in ServiceNow?

By defining filter criteria for meeting agendas to determine which change requests are included

By automatically implementing approved changes

By tracking the financial impact of changes

By creating detailed project plans for each change request

How does the CAB Workbench in ServiceNow assist with change request management?

Setting filter criteria for meeting agendas to include specific change requests

Automatically implementing approved changes

Change the change type from Normal to Emergency if needed

Which of the following features does the CAB Workbench in ServiceNow provide to help manage CAB meetings effectively?

The timer only displays the total time allotted for the meeting without color coding.

Agenda items can only be moved to the top of the list by the CAB manager.

The meeting notes widget can send notes to attendees and save them to the CAB Meeting record.

Change request details can only be viewed in form view, not in calendar view.

Which of the following statements accurately describes a feature of the CAB Workbench in ServiceNow?

Which of the following is NOT a valid type of change task ?

All active Change Task change to state of Review

A change task "Post Implementation Review" is automatically created

A notification is sent to all Assigned To Users of the Change Tasks, which are able to manually close the respective Change Task

What happens when an unauthorized Emergency Change Request record moves to state of Review?

Which two tasks per change, regardless of the type, get created when the state of the Change changes to Implementation?

Emergency changes do not require any authorization and move directly to implementation.

Emergency changes must be authorized, whereas standard changes bypass the authorization process

Emergency changes bypass both the Assess and Authorize states

Emergency changes are automatically approved and implemented without review.

How do emergency changes differ from standard changes in terms of authorization in ServiceNow?

Standard changes progress through all states, including Assess and Authorize

Standard changes are always rejected and sent back to the New state

Standard changes bypass the Assess and Authorize states and move directly to the implementation phase

Which statement accurately describes the state progression of standard changes in ServiceNow?

All states, including New, Assess, Authorize, Implement, Review, and Closed

Which states do normal changes progress through in ServiceNow?

CMDB 360 only retains data from the primary discovery source and discards all other sources.

CMDB 360 allows you to track updates from various discovery sources at the CI attribute level and provides an analytics dashboard and query functionality.

CMDB 360 replaces the Identification and Reconciliation Engine (IRE) and simplifies the CI update process.

CMDB 360 eliminates the need for reconciliation rules by automatically selecting the most reliable discovery source for each update

What functionality does the CMDB 360 feature provide in ServiceNow, and what are its key benefits?

CAB definitions are standalone records that do not interact with schedule entries or CAB meetings

CAB definitions create schedule entries, which automatically generate CAB meeting occurrences based on predefined criteria.

Schedule entries are created manually for each CAB meeting, independent of CAB definitions

CAB meetings are defined first, which then create the corresponding CAB definitions and schedule entries.

How do CAB definitions, schedule entries, and CAB meetings interrelate within the CAB Workbench in ServiceNow?

An automatic timer that reschedules meetings based on conflicts

What feature does the CAB Workbench provide to help manage time during CAB meetings?

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