When an end-user (with no roles in the platform) submits an Incident using the Self-Service interface or Service Portal, Related Search Results
automatically display search results from Knowledge Bases and Service Catalogs. These Related Search Results are a form of __________ ?
"The Related Search Results that appear on the Incident Self-Service view is a form of Incident Deflection. Incident
Deflection provides Knowledge Articles that may help end users resolve issues before they raise an Incident."
Which of the following functions is NOT enabled by the Change advisory board (CAB) workbench?
The Workbench allows Change Managers to:
• Schedule a series of CAB meetings
• Manage meeting invitations and track meeting attendance
• Define CAB meeting agendas
• View a Change calendar
• Approve or reject Changes
• Review and take meeting notes
Change tasks can manually be added in the following states. (Choose three.)
In the baseline platform configuration, which Incident Management function is limited to users with roles of either itil_admin or admin?
What should you do to customize the fields that get copied from incident when creating a problem from an incident?
Which plugin should be installed to enable creating known error articles from problems?
How to modify the attributes copied from a problem into a change when creating a change from a problem?
Where is the online check-in banner message configured for walk-up experience on the service portal?
You should activate surveys because they are not activated for incidents, by default.
Which role is required to close a Problem?
itil closes problem
itil_admin can delete a problem
Which one of the following is NOT included in foundation data?
Assets are considered configuration items, not foundation data.
Which of the following statements is true when an incident has several child incidents?
When a Parent Incident's State changes to Resolved - for all active Children, the State, Close Notes, Close Code,
Comments, and Work Notes are updated to reflect updates in the parent incident's corresponding fields.
Which of the following tables does the change_request_sla database view join? (Choose all that apply.)
Leveraging this feature with Walk-Up Experience can eliminate the need for users to manually look up their name or email to join a walk-up queue.
Which of the following record types would you use in order to propose a new standard change template?
The VEditor is a formatter that shows variables entered in the catalog item form.
In the baseline platform configuration, who can create Change Requests?
What is the module that is used to navigate to CI Relationships?
There is no table that links to the CI Relationship data. You can access the table directly by typing "cmdb_rel_ci.list" in the filter navigator.
Under which circumstances would a knowledge article author set the Display Attachments field to false on an article that has attachments?
Display attachments - will display hyperlinks at the bottom of the article for each attachment. If attachments are
images used in-line with the article text, do not display attachments
What is the module name that is used to access configuration base items?
Which mechanism is used to set the number of days (integer) after which
Resolved Incidents are automatically closed?
Which of the following ways can be used to create configuration items? (Choose all that apply.)
How to show the template bar at the bottom of the incident form?
In the baseline configuration, Service Level Agreements use percentages of SLA Duration to determine when to send Breach Warnings and Breach Notice
g_scratchpad CANNOT be used in catalog items.
Configuration items can be created from asset management.
One of the channels to create configuration items is from asset management.
Can a group have a parent group?
For the majority of Catalog Items, the customer requires Quantity and Price to be displayed. However, for one Item, the customer would like to omit these
two fields. Which of the following approaches should be used to satisfy this requirement?
In the baseline configuration of Change Management, which fields are included when the Copy Change UI action is used to copy a Change Request?
These fields get copied from CR to new CR:
These expressly do NOT get copied
What is the default number of days (integer) after which Resolved Incidents are automatically closed?
Inbound Actions can be configured to enable creating or updating problems.
Inbound actions can be used only to update problems but not to create them.
What is the purpose of the "Send to event creator" check box in the notification form?
If "Send to event creator" checkbox is NOT selected in the notification form, no notification will be sent to the user who triggered the event which caused the notification.
When creating a variable to identify a location for a catalog item to be delivered, the most likely variable type to choose would be _____________.
Which of the following statements is true regarding configuration items and the table extended?
Technical configuration items extend the cmdb_ci table, whereas non-technical configuration items extend Base Configuration Item (cmdb) table.
Once the change request's state changes to "Review", the user should fill the mandatory fields in the review form.
There's no review form. This can be implemented as custom functionality since post-implementation review varies from customer to another.
Which of these are considered configuration base items? (Choose three.)
configuration base items include: -Servers -Computers -Workstations -Out-of-band devices -Network gear -Printers -Communication Devices -UPSs -Accessories -Computer Peripherals -Software
What is the intent of the Watch List in some notifications?
Which of the following plugins is needed in order to add a survey when calculating risk in change requests?
What is the purpose of "Cascade Variables" checkbox in order guide?
Inbound Actions can be configured to enable creating or updating incidents.
How do you make an article visible in the featured content section?
Guided Setup provides step-by-step instructions for loading Foundational Data, which includes __________.
By default, CAB Approval is only requested for normal changes with moderate to high risk.
When referring to the State of an Incident in server-side code (such as in a Script Include, Business Rule, or UI Action), which method is the preferred
way to refer to the State field value?
It is important to define the VIP users in order to correctly calculate incident priority.
No logic is added for incidents received from VIP callers. The only change is that a decoration is added next to the Caller field and the Caller text becomes red.
XML exports of Knowledge Articles include Text but DO NOT include attachments.
Limitations for Service Portals
• Formatters may contain a maximum of 2 columns.
• Variable Sets with formatters may contain a maximum of 2 columns.
• Widgets should be used instead of Macros and Macros with Labels.
• UI Pages are not supported
In the baseline instance configuration for Incident Management, when Impact = 3 - Low and Urgency = 3 Low, the Priority will be set to 5 - Planning.
The customer requirement is to set the Priority to 4 - Low, given these Impact and Urgency settings
Where should this be changed in the platform?
Which of the following is used to group multiple catalog items that are usually ordered together in one request?
In the baseline platform configuration, the appropriate Workflow to be attached to a Change Request is determined based on _________ ?
Articles may also be moved from one ServiceNow instance to another using XML Export and XML
Import. The XML files generated will include article attachments.
In the baseline platform configuration for an Emergency Change, __________ is required before a Change can be scheduled.
Even Though some catalog items approval workflow might be similar, it is recommended to have separate approval workflow for each catalog item.
It is recommended to reuse the same workflow as much as possible for catalog items that have similar approval process. Maintaining a lot of workflows can be difficult.
The purpose of Change Management in ServiceNow is to plan and manage releases and make sure software deployments are done correctly.
Change Management should not be used as a release management tool. It is not meant to be so.
Which of the following is NOT a valid OOTB problem view?
What can you do to show the "No cart" option in catalog item form?
Which one of the following variable types in NOT supported in mobile?
Which table do all technical configuration items extend from?
Which of the following is used to determine which users can see certain catalog items?
Which module to use in order to change the default behavior of "Communicate Workaround" in problems?
Which two fields are used to calculate priority on an Incident?
Which of the following statements is true regarding incident categorization driven by configuration item?
The Change Task [change_task] table is extended from the _____________ table.
Which of the following statements is true regarding Catalog Client Scripts?