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?

To increase the number of daily tickets resolved.

To prevent the recurrence of incidents by addressing the underlying issues.

To bypass the need for incident management.

Why is it crucial to understand the root cause in problem management within ServiceNow?

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?

Which of the following has the highest Risk/Complexity?

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 ?

The Out-of-the-Box landing pages for SOW should only be slightly modified. Try to stay as close as possible to the standard ones

Best Practice is to start with Configurable Workspaces Guided Setup

If you want to copy a landing page, open the Record and click "Insert and Stay" 

By default, the landing pages are read-only

As a Consultant you define together with the client in Workshops how the Service Operations Workspace is set up and customized. What should you pay attention to?

Additional Actions > Configure > Form Layout

Additional Actions > Form Design > Configure

Additional Actions > Configure > Form Design

To configure the Platform Form Layout and view, click the Additional actions button

Via Record Producer for Problems or Changes

What are typical ways to create an Incident?

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?

Inbound email action checks the email for a watermark. If a watermark is there, it creates a new Incident by default

If a watermark is there, the inbound email action associates it with a task and checks for other conditions. If conditions are checked, the task gets updated according to the script

There are 3 types of actions: Email reply, Record action (setting a value of a field in the target table), Task delete

Email reply sends an email back to the source that triggered the action

Inbound email actions allow user outside of the system to create or change records on the platform. What of the following statements is true?

After a Catalog Item is added to the card, a Catalog Task is created at the same time to deliver the requested Item

After placing an order, the Request Management Approval Process starts on Request level

Each Catalog Item has its own approval and fulfillment workflow

One Request can have multiple Requested Items. Each Requested Item has its own fulfill and deliver tasks

Catalog Tasks can belong to multiple Requested Items, while a Requested Item can only belong to one Request

How are Service Catalog and Request Management intertwined?

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?

Even though there is no robust CMDB, it is always better to use categorization based on CI and Service Offerings

Since all CI are in the system, it is no issue that some CIs are retired or don't have a relation with service offering

It is recommend to drive categorization by CI only if your client has a robust and up-to-date CMDB

Categorization driven by configuration items is only appropriate for companies with more than 1.000.000 CIs

During an ITSM workshop, there is a discussion regarding whether to manually select categories and subcategories on incident and change forms. The client emphasizes the desire for minimal scripting and easily maintainable categories. Additionally, they mention ongoing work on their CMDB, as many CIs are either retired or not linked to service offerings. What do you recommend?

A Knowledge Article is added to the Work Notes

A Knowledge Article is added to the Additional Comments

'Search As' helps Service Desk Agents to too which Articles are presented to the Caller

Administrators can enable 'Search as' globally, which is by default displayed on forms, but not on Record Producers

Contextual search help to resolve incidents faster. How are Knowledge Articles presented to the Caller?

Urgency is defined by Impact and Priority

What is true about Priority Lookup Rules?

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?

System Policy > Actions > Inbound Actions

Incident > Incident Properties > Inbound Email Actions

Where can you define Incident inbount Actions?

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?

What are valid group types in the base instance? 

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?

It is best practice to under-do notifications, since users are overwhelmed if they receive too many notifications

Notifications should only be sent via Email

Out of the Box for each change of the Incident State, a Notification get sent to the Caller of the Incident

You are in a workshop with the client discussing notifications. The client asks for advice on how to best set up notifications. What recommendations would you give for best practices?

The incoming email must be from a verified domain.

The incoming email type matches the inbound action type.

The watermark or record number matches a record on the target table.

The inbound action Conditions evaluate to true.

All emails received by ServiceNow trigger an Inbound Email Action.

Which conditions must be met for an Inbound Email Action to execute in ServiceNow?

'Insert and Stay' creates a new record and keeps the form open, while 'Insert' creates a new record and closes the form.

'Insert and Stay' updates an existing record and keeps the form open, while 'Insert' updates an existing record and closes the form.

'Insert and Stay' creates a new record and closes the form, while 'Insert' creates a new record and keeps the form open.

Both 'Insert and Stay' and 'Insert' operations update an existing record, but 'Insert and Stay' keeps the form open.

In ServiceNow, what is the difference between 'Insert and Stay' and 'Insert' operations when managing records?

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.

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

266ServiceNow CIS-ITSM Exam Example Questions

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