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ServiceNow: IT Service Management Implementation (San Diego) > 5. Service Catalog and Request Management > Flashcards

5. Service Catalog and Request Management Flashcards

1
Q

What are the stages in the Request Management process lifecycle?

A
  1. Submittal
  2. Approval
  3. Fulfillment
  4. Closure
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2
Q

Which Request stage notifies approvers of the request?

A. Submittal
B. Approval
C. Fulfillment
D. Closure

A

B. Approval

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3
Q

Which Request stage has the fulfiller complete a predefined series of tasks to fulfill each item in the order?

A. Submittal
B. Approval
C. Fulfillment
D. Closure

A

C. Fulfillment

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4
Q

Which Request stage closes the Request item automatically?

A. Submittal
B. Approval
C. Fulfillment
D. Closure

A

D. Closure

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5
Q

Which Request stage has the end user select one or more items from the service catalog?

A. Submittal
B. Approval
C. Fulfillment
D. Closure

A

A. Submittal

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6
Q

How can you identify tables associated with the service catalog?

A. They are prefixed with ‘sc_’
B. Lookup the tables in the System Definition with ‘service’ in the Label field
C. They are prefixed with ‘catalog_’
D. The name contains ‘sc_cat’

A

A. They are prefixed with ‘sc_’.

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7
Q

Which role has the ability to approve requests?

A. itil
B. catalog_manager
C. sn_request_write
D. approver_user

A

D. approver_user

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8
Q

Which role has the ability to delete request items?

A. catalog_admin
B. catalog_manager
C. itil_admin + itil
D. sn_request_write

A

C. itil_admin + itil

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9
Q

Which role has the ability to create or update the cart layout?

A. itil
B. catalog_admin
C. catalog_builder_editor
D. sn_request_read

A

B. catalog_admin

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10
Q

Which role does NOT have the ability to maintain categories and catalog definitions?

A. catalog_admin
B. catalog_builder_editor
C. catalog_manager
D. catalog_editor

A

B. catalog_builder_editor

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11
Q

T | F: Catalog items can only be added to the Employee Center individually.

A

False

Catalog items can only be added to the Employee Center by category or individually.

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12
Q

T | F: The taxonomy for Service Catalog and Employee Center are separate as they organize content through different lenses for different personas.

A

True

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13
Q

It is recommended to create at least _______ catalog/s.

A. one
B. two
C. three
D. four

A

B. two

Note: a customer-focused version and an IT-focused version.

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14
Q

What catalog would be for employees requesting services from IT?

A. Business Service Catalog
B. Technical Service Catalog
C. Product Catalog
D. Software Catalog

A

A. Business Service Catalog

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15
Q

What catalog would be for IT employees requesting more technical services from IT?

A. Business Service Catalog
B. Technical Service Catalog
C. Product Catalog
D. Software Catalog

A

B. Technical Service Catalog

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16
Q

What is important to consider when determining how many catalogs are needed? (Select 3 choices)

A. Hardware/software availability
B. Audience
C. Cost
D. Services and types of service
E. Administration delegation
F. Catalog definition
A

B. Audience
D. Services and types of service
E. Administration delegation

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17
Q

What allows users to save partially-completed requests?

A. Enable Continue Shopping
B. Enable Save Cart
C. Enable Save for Later
D. Enable Wish List

A

D. Enable Wish List

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18
Q

Which persona can edit catalog records, manage categories, and assign editors?

A. Editors
B. Managers
C. Users
D. Self-Service

A

B. Managers

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19
Q

Which persona can create, modify, and publish items within catalogs they are assigned to?

A. Editors
B. Managers
C. Users
D. Self-Service

A

A. Editors

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20
Q

T | F: Catalog categories may be nested.

A

True

Note: It is recommended that you keep the top-level categories to 8-10 and don’t go too deep, usually nesting no more than 1-2 levels.

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21
Q

What related lists can be added to apply user criteria to a catalog category? (Select 2)

A. Available for
B. Not Available for
C. Catalog items
D. Categories

A

A. Available for

B. Not Available for

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22
Q

What are the levels in the classification framework of the Service Catalog?

A

T1: Catalog Group (i.e. IT, HR, Finance)
T2: Category (i.e. Services, Hardware)
T3: Sub Category (i.e. Access, Laptops)
T4: Catalog Item (Orderable items - Good/Services)

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23
Q

Which catalog type should be used for “Report an outage”?

A. Order guide
B. Record producer
C. Content item
D. Catalog item

A

B. Record producer

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24
Q

User criteria can be applied to which two components?

A. Service catalog
B. Catalog categories
C. Catalog items
D. Catalog homepage

A

B. Catalog categories

C. Catalog items

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25
Q

A Catalog UI Policy cannot be applied to which of the following?

A. Catalog item view
B. Catalog tasks
C. Requested items
D. Cart layout

A

D. Cart layout

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26
Q

A service level agreement can be applied to which of the following?

A. Catalog (sc_catalog)
B. Request (REQ)
C. Catalog item (RITM)
D. Catalog task (SCTASK)

A

B. Request (REQ)

D. Catalog task (SCTASK)

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27
Q

The Incident Variable Editor is used to display variables on which of these records?

A. Incidents created via record producer
B. Incidents created via Now Mobile
C. Catalog items
D. Catalog tasks

A

A. Incidents created via record producer

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28
Q

A catalog item with no specific access controls is available to ____________.

A. all users
B. no users
C. itil users
D. catalog admins

A

A. all users

29
Q

What provides a standard set of rules to ensure consistency in application of entitlement views of the catalog?

A. Filters
B. Roles
C. Groups
D. User criteria

A

D. User criteria

30
Q

What can appear in service catalogs? (Select all that apply)

A. Incidents assigned to me
B. Catalog items
C. Surveys
D. Record producers
E. Dashboards
F. Order guides
G. Content items
A

B. Catalog items
D. Record producers
F. Order guides
G. Content items

31
Q

Which catalog type should be used for “orderable” goods and services?

A. Order guide
B. Record producer
C. Content item
D. Catalog item

A

D. Catalog item

32
Q

Which catalog type should be used for requests that require approval?

A. Order guide
B. Record producer
C. Content item
D. Catalog item

A

D. Catalog item

33
Q

Which catalog type should be used for requests that have fulfillment tasks?

A. Order guide
B. Record producer
C. Content item
D. Catalog item

A

D. Catalog item

34
Q

Which catalog type should be used for requests that are not associated with other ITSM processes?

A. Order guide
B. Record producer
C. Content item
D. Catalog item

A

D. Catalog item

35
Q

What are the configurable items in the cart layout? (hint: there are 3)

A
  1. Cart widgets
  2. Preview screens
  3. Order status screens
36
Q

On the cart layout, how can you enable additional cart options like “No cart” or “No quantity”?

A

Uncheck the ‘Use cart layout’ radio button in the Advanced view.

37
Q

What editor is only used for record producers?

A

Default Variables Editor

38
Q

What editor is for catalog items and catalog tasks?

A

VEditor

39
Q

T | F: You cannot edit variables in Variable Editor (VEditor) for a page based on a table that extends the task table when you do not have write access on the variables column.

A

True

40
Q

What enables you to create or edit a catalog item using a visual and guided experience along with specified restrictions?

A. VEditor
B. Default Variable Editor
C. Catalog Builder
D. Flow Designer

A

C. Catalog Builder

41
Q

What are the Catalog Builder states?

A

Draft
Publishing
Published

42
Q

When will a catalog item appear in the Draft state? (Select all that apply)

A. When it is created from a record producer
B. When it is created directly in the catalog builder
C. When an existing item has been checked out for editing in the Catalog Builder
D. Only before you initially save the catalog item

A

B. When it is created directly in the catalog builder

C. When an existing item has been checked out for editing in the Catalog Builder

43
Q

What provides a user-friendly way to generate records within ServiceNow and gather relevant information from users to expedite handling of their request or issue?

A. Order guide
B. Record producer
C. Content item
D. Catalog item

A

B. Record producer

44
Q

T | F: Mapping to encrypted fields from a record producer is not supported.

A

False

Mapping to encrypted fields IS supported.

45
Q

Variable editors are available for which tables?

A. Incident
B. Problem
C. Change
D. Knowledge
E. Interaction
A

A. Incident
B. Problem
C. Change

46
Q

What can be added to a form view in lieu of creating unnecessary fields to map from the record producer?

A. Business rule
B. Variables editor
C. Client script
D. UI policy

A

B. Variables editor

47
Q

What combine multiple catalog items into a single request while minimizing the need to repeat common information on each item form?

A. Order guide
B. Record producer
C. Content item
D. Catalog item

A

A. Order guide

48
Q

Which catalog type should be used to onboard a new employee?

A. Order guide
B. Record producer
C. Content item
D. Catalog item

A

A. Order guide

49
Q

On the order guide form, what field must be checked to pass variables in the initial order to their equivalent on additional items?

A. Active
B. Expand help for all questions
C. Cascade variables
D. Two step

A

C. Cascade variables

50
Q

Which catalog type provides information instead of goods or services?

A. Order guide
B. Record producer
C. Content item
D. Catalog item

A

C. Content item

51
Q

Which catalog type should be used to provide a link to a knowledge base article?

A. Order guide
B. Record producer
C. Content item
D. Catalog item

A

C. Content item

52
Q

Which catalog type should be used to provide a link to catalog content?

A. Order guide
B. Record producer
C. Content item
D. Catalog item

A

C. Content item

53
Q

Which catalog type should be used to provision a database?

A. Order guide
B. Record producer
C. Content item
D. Catalog item

A

D. Catalog item

54
Q

Which catalog type should be used to order a new laptop?

A. Order guide
B. Record producer
C. Content item
D. Catalog item

A

D. Catalog item

55
Q

Which catalog type should be used to ask a question?

A. Order guide
B. Record producer
C. Content item
D. Catalog item

A

B. Record producer

56
Q

Which catalog type should be used to reserve a conference room?

A. Order guide
B. Record producer
C. Content item
D. Catalog item

A

D. Catalog item

57
Q

Which catalog type should be used to propose a new standard change template?

A. Order guide
B. Record producer
C. Content item
D. Catalog item

A

B. Record producer

58
Q

As of the __________ release, every month, the system deletes Flow Designer-related entries from the Variables [var_dictionary] table if they haven’t been used for over a year.

A. New York
B. Paris
C. Quebec
D. Rome

A

D. Rome

59
Q

T | F: In the Service Portal, widgets should be used instead of Macros and Macros with labels.

A

True

60
Q

What control the behavior of catalog item forms when presented to the users?

A

Catalog UI Policies

Note: Catalog UI policies can be applied to variables and variable sets.

61
Q

T | F: g_scratchpad can be used on catalog items.

A

False

g_scratchpad CANNOT be used on catalog items.

62
Q

What run client-side to control the behavior of catalog items when presented to users?

A. Business rules
B. UI Actions
C. Script includes
D. Catalog client scripts

A

D. Catalog client scripts

63
Q

What are the three different types of catalog client scripts?

A

onLoad
onChange
onSubmit

64
Q

On a catalog item, what can be used to validate content or dynamically populate fields?

A. Catalog client scripts
B. Catalog UI policies
C. Catalog script includes
D. Assigned topics

A

A. Catalog client scripts

65
Q

When using the Catalog Builder to create or maintain a catalog item, the process engine is selected from the _____________ tab.

A. Settings
B. Access
C. Fulfillment
D. Details

A

C. Fulfillment

66
Q

Within a Step based request fulfillment, what types of steps are available? (Select 3 that apply)

A. Task
B. Custom approval
C. Manager approval
D. Action

A

A. Task
B. Custom approval
C. Manager approval

67
Q

What includes a number of widgets and reports to help users manage the request management process?

A. Service Catalog Overview dashboard
B. Operations dashboard
C. Change Overview dashboard
D. ServiceNow Store Usage Overview dashboard

A

A. Service Catalog Overview dashboard

68
Q

T | F: Service catalog item variables cannot be reported on.

A

False

Service catalog item variables are available for inclusion in filters, list layouts, and reports.

ServiceNow: IT Service Management Implementation (San Diego) (7 decks)

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