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CSA - San Diego > CIS - ITSM > Flashcards

CIS - ITSM Flashcards

1
Q

Como omite o preço em um item de catálogo?

a. Acesse o item de catálogo uncheck Use cart layout e check Omit proce cart
b. Acesse o item de catálogo check Use cart layout e check Omit proce cart
c. Acesse o item de catálogo uncheck Use cart layout e uncheck Omit proce cart
d. Acesse o item de catálogo check Use cart layout e uncheck Omit proce cart

A

R. A

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2
Q

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

a. Incidents created via record producer
b. Catalog item
c. Request item
d. Order guide

A

R. A

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3
Q

Em quais campos a Priority é baseada e em qual modulo é definida?

a. Impact e Urgency - System Policy > Priority Lookup Rules
b. Impact e Priority - System Policy > Priority Lookup Rules
c. Impact e Risk - System Policy > Priority Lookup Rules
d. Priority e Risk - System Policy > Priority Lookup Rules

A

R. A

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4
Q

Quais sao as 4 pré-definidas triggers rules disponiveis para o Major Incident Manager? (4)

a. Critical Business
b. Number of child incidents
c. P1 Incidents
d. P2 Incidents
e. High severity Incident

A

R. A, B, C e E

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5
Q

Parent/Child incidents são sincronizados, o state do child muda de acordo com state do Parent. Quando um incident tem um child o que acontece se um Itil ou um ESS user reabrir um incident ? (2)

a. Itil user, ambos parent/child reabrem e muda state in Progress
b. ESS user, apenas parent reabre e muda state in Progress, child não será reaberta
c. Itil user, ambos parent/child reabrem e apenas parent muda state in Progress
d. ESS user, parent/child reabrem e muda state in Progress

A

R. A e B

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6
Q

O que acontece com um email recebido sem Watermark?

a. By default se um email nao tem um watermark, ele cria um novo incident
b. By default se um email nao tem um watermark, ele cria um novo problem
c. By default se um email nao tem um watermark, ele cria uma nova change
d. By default se um email nao tem um watermark, ele atualiza um incident

A

R. A

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7
Q

What plugin is responsible for enabling users to create a knowledge article using the known error template? In which table is stored? And the property responsible for specifies the knowledge table?

a. table is kb_template_error_article and the property is problem.knowlwdgebase_error_article.
b. table is kb_article and the property is problem.knowlwdgebase_error_article.
c. table is kb_feedback and the property is problem.knowlwdgebase_error_article.

A

R. A

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8
Q

Which table tracks articles that have been “attached’ to incidents as well as when articles have been viewed?

a. Knowledge [kb_feedback].
b. Knowledge [kb_use].
c. Knowledge [kb_version].
d. Knowledge [kb_knowledge].

A

R. B

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9
Q

The incident task table extends from which table?

a. Incident
b. Task
c. Task child
d. Incident task

A

R. B

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10
Q

Quando a UI Action Create Problem é selecionada alguns campos são copiados de Incident, como alterar esses campos?

a. Property com.snc.problem.create_from_incident.attributes
b. Property com.snc.create_from_incident.attributes
c. Property com.snc.incident.create_from_problem.attributes
d. Property com.snc.problem.create_from_problem.attributes

A

R. A

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11
Q

Para impor pré-requisito ou limites de um state para o outro onde uma nova lógica deverá ser inserida para Incidents ?

a. IncidentStateUtils
b. IncidentState
c. Incident properties
d. State Model Transitions

A

R. B

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12
Q

Based on which field from CI the Assignment Group in Incident is automatically populated and if the CI does not have a group ?

a. Support group for the CI and if CI doesn’t have a group then it will be populated with the support group available for the service offering
b. Incident group for the CI and if CI doesn’t have a group then it will be populated with the support group available for the service offering
c. Change group for the CI and if CI doesn’t have a group then it will be populated with the support group available for the service offering
d. Support group for the CI and if CI doesn’t have a group then it will empty

A

R. A

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13
Q

What are two properties responsible for enabling enabling auto-close incidents based on the resolution date of the incident instead of the last updated date and for choosing the number of days ? (2)

a. com.snc.incident.autoclose.basedon.resolved_at
b. glide.ui.autoclose.time
c. com.snc.incident.incident.closure
d. com.snc.incident.incident_task.closure

A

R. A e B

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14
Q

Como verificar a hierarquia e tabelas do CMDB

a. CI Class Manager to explore the hierarchy and table definitions, as classes principais podem ser encontradas em Configuration > Base Items.
b. CI Class group to explore the hierarchy and table definitions, as classes principais podem ser encontradas em Configuration > Base Items.
c. CI Class elements to explore the hierarchy and table definitions, as classes principais podem ser encontradas em Configuration > Base Items.

A

R. A

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15
Q

Conflict detection in change management can identify conflicts from which of the following reasons? (3)

a. A parent or child of the CI is already scheduled at the given date and time.
b. The CI, parent of the CI, or child of the CI are in the maintenance window.
c. The CI, parent of the CI, or child of the CI are in a blackout window.
d. The CI, parent of the CI, or child of the CI are not in the maintenance window.
e. The CI, parent of the CI, or child of the CI are not in a blackout window.

A

R. A, C e D

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16
Q

What defines when a problem record and problem task record can automatically move from the New to Assess state?

a. Update Problem State to Assess business rule and Update Problem Task State to Assess business rule
b. Update Script Include ProblemStateUtils / ProblemTaskStateUtils
c. Update dictionary override or sys_choice tables
d. Update Process Flow and Model Transitions

A

R. A

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17
Q

How is called the feature that defines and prevents state transition?

a. Model State transitions Conditions
b. Script Include StateUtils
c. Policy decisions
d. Input Action

A

R. A

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18
Q

Why we should disable “assign to me”?

a. Because there is two UI Action by default
b. Because Assign to me validate if “me” is a member of the current Assignment group
c. Because Assign to me doesn’t validate if “me” is a member of the current Assignment group
d. Because it make part good practices

A

R. C

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19
Q

Based on which field from CI the Assignment Group is automatically populated and if the CI does not have a group?

a. Support group
b. CI group
c. Manager group
d. Problem group

A

R. A

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20
Q

Once any class is set as principal class, what happens?

a. The principal class is automatically applied to the CI field on change, incident, and problem records. The Affected CI related list will not have the principal class filter available for use. Only CI’s within a principal class can be selected on ci field.
b. The principal class is automatically applied to the CI field on change, incident, and problem records. The Affected CI related list will have the principal class filter available for use. Only CI’s within a principal class can be selected on ci field.

A

R. B

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21
Q

Qual tipos de uma Inbound Action ? (2)

a. Record Action
b. Email Reply
c. Reply Email
d. Action Record

A

R. A e B

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22
Q

Conflict detection identifies potential scheduling conflicts for a change request on what fields?

a. CIs
b. planned start date
c. planned end
d. date in scope of the change.
e. all above them
f. none of them

A

R. E

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23
Q

Para impor pré-requisito ou limites de um state para o outro onde uma nova lógica deverá ser inserida para Problem e Problem Task?

a. ProblemStates/ ProblemTaskStates
b. ProblemStatesUtils/ ProblemTaskStates
c. ProblemStates/ ProblemTaskStatesUtils
d. ProblemStatesUtils/ ProblemTaskStatesUtils

A

R. D

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24
Q

Quais são os states de Problem Task?

a. New/Asses/RCA/Fix in Progress/Resolved/Closed
b. New/Working in Progress/Pending/Resolved/Closed
c. New/Assess/Work in Progress/Closed
d. New/Pending/Working in Progress/Closed

A

R. C

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25
Q

When creating a problem record from an incident record “Create Problem UI action”which element defines the field mapping between the two?

a. Modify a UI Action Create Problem
b. Modify a properties com.snc.problem.create_from_incident.attributes em sys_properties table
c. Navigate to Problem Properties com.snc.problem.create_from_incident.attributes to edit the fields.
d. Modify Script Include ProblemUtils

A

R. C

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26
Q

What are the 2 standard common types of tasks to all changes of a specific type, automatically generated per model? (Planning, implementation, Testing, Review). (2)

a. Implement
b. Post Implementation testing
c. Review
d. Planning

A

R. A e B

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27
Q

What does the servicenow release management application encompass to define a set of release components? (5)

a. Planning
b. design
c. build
d. configuration
e. testing of hardware and software releases.
f. Sell/Consume
g. Purchase

A

R. A, B, C, D e E

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28
Q

Algumas funcionalidades em incidents podem ser habilitadas/desabilitadas, em qual modulo essas mudanças podem ser feitas (como definir campos, related list, entra algumas permissoes) ?

a. Problem > Administration > Incident Properties
b. Incident > Administration > Incident Properties
c. Problem > Administration > Problem Properties
d. Incident > Administration > Problem Properties

A

R. B

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29
Q

Quais sao as duas formas de response inbound emails e qual tem prioridade ?

a. Flow designer e Inbound Action - Inbound Action tem prioridade
b. Flow designer e Inbound Action - Flow Action tem prioridade
c. Flow designer e Inbound Action - Ambos rodando juntos
d. Flow designer e Inbound Action - Não é possivel criar o dois

A

R. B

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30
Q

Como determinar que tipo de Problem Role pode re-analisar problem records?

a. User Criteria
b. Role table
c. ACL
d. Problem > Administration > Problem Properties

A

R. D

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31
Q

Contextual search display knowledge searches para ajudar users rapidamente resolver problemas, opcionalmente admins podem habilitar Search as. O que essa feature vai retornar ?

a. retorna resultados current user
b. retorna resultados caller user
c. retorna resultados de ambos, current user e caller user
d. retorna resultados do current user ou caller user

A

R. C

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32
Q

Incidents deflections como Related Search Results sao pra ajudar o user a resolver problemas antes de submeter provendo que tipo de related items ?

a. Knowledge articles
b. Catalog items
c. Open and Resolved incidents
d. Open and Resolved problems
e. All above them
f. None of them

A

R. E

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33
Q

Demo data categories and sub-categories must be deleted before loading client data, hoe delete them?

a. To identify the specific choices to be deleted, right click on the Category field label and select Show Choice List, without modify the filter, delete them and repeat for Subcategory.

b. To identify the specific choices to be deleted, right click on the Subcategory field label and select Show Choice List, without modify the filter, delete them and repeat for Subcategory.

A

R. A

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34
Q

Which property needs to be enable to close an open incident task when an incident is closed or canceled ?

a. com.snc.incident.incident_task.closure
b. glide.ui.autoclose.time
c. com.snc.incident.autoclose.basedon.resolved_at
d. com.snc.incident.incident.closure

A

R. A

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35
Q

O que acontece com um email recebido com Watermark ?

a. By default se um email tem um watermark, ele cria um novo incident
b. By default se um email tem um watermark, ele atualiza incident
c. By default se um email tem um watermark, ele cria um novo problem
d. By default se um email tem um watermark, ele cria uma nova change

A

R. B

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36
Q

Quando um incident está em on hold e awaiting caller o que vai acontecer se o caller atualizar o incident ?

a. State change to In Progress
b. State change to Fin in Progress
c. O state precisa ser alterado manual
d. Um comunicado de contorno é enviado

A

R. A

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37
Q

What happens if the assignment group has a group without any problem users is selected?(problem_coordinator, problem_task_analyst)

a. The assignment to field will be able to be populated.
b. The assignment to field will not be able to be populated.
c. Opção 3

A

R. B

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38
Q

Quais são os states de Problem?

a. New/Pending/RCA/Fix in Progress/Resolved/Closed
b. New/Asses/RCA/Fix in Progress/Resolved/Closed
c. New/Asses/RCA/Fix in Progress/Resolved
d. New/Working in Progress/Pending/Resolved/Closed

A

R. B

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39
Q

Which role can DELETE a Problem? select all that apply: (2)

a. Itil
b. Problem_admin
c. itil_admin
d. Problem_user

A

R. B e C

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40
Q

What is the best variables to get a user location from a catalog item?

a. Reference
b. List Collector
c. Data Lookup

A

R. A

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41
Q

When does an incident marked with Knowledge = True generate an article?

a. State = Closed
b. State = Draft
c. State = Open
d. State = Resolved

A

R. A

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42
Q

Under which circumstances is it appropriate to leave a Problem record in a State of Known Error?

a. A change is pending implementation
b. The permanent fix is too costly and the documented workaround is suffiient
c. The root cause has not been established and approved
d. A vendor is actively investigating the problem
e. Never

A

R. B

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43
Q

What is NOT the goal for Change Management?

a. Manage the business risks at a high level
b. Deliver successful changes at the first attempt
c. Increase emergency changes

A

R. C

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44
Q

Where is the priority data lookup for a problem record defined?

a. Task table
b. Priority Problem Lookup table
c. Data Lookup tables

A

R. C

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45
Q

In Problem task states, how can you impose prerequisites or limits for moving from one state to another?

a. ProblemTaskState
b. ProblemTaskStage
c. ProblemTaskStateUtils script includes

A

R. C

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46
Q

What are the three types of a CHANGE?

a. Standard, Expedited, Emergency
b. Emergency, Standard, Information
c. Emergency, Normal, Standard
d. Normal, Expedited, Emergency

A

R. C

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47
Q

Role problem_coordinator contains: (2)

a. Itil
b. problem_task
c. problem_task_analyst
d. itil_admin

A

R. A e C

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48
Q

Problem task state transitions. Select all that aply. (4)

a. Work in Progress
b. Cancel
c. New
d. Assess
e. Closed

A

R. A, C, D, e E

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49
Q

Which role to access problems already solved / closed (2)

a. problem_admin
b. problem_user
c. itil_admin
d. Itil

A

R. A e C

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50
Q

What fields are added to the planned task with the Release Management v2 plugin?

a. Release Phase, Sys id, Release Build, Visited States
b. Release Type, Release Testing, Sys id, Visited States
c. Release Phase, Release Type, Sys id, Visited States
d. Release Phase, Release Type, Id, States

A

R. C

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51
Q

What are the tables for plugin Release Management v2?

a. Rm_product, Rm_release, Rm_release_phase, Rm_feature, rm_task
b. Rm_product, Rm_release, Rm_release_phase, rm_start, rm_record_producer
c. Rm_product, Rm_closed, Rm_release, rm_start, rm_task

A

R. A

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52
Q

What are the release phases for release tasks? (Choose 4)

a. Testing
b. Governance Review
c. Design
d. Build and Deploy
e. Planning

A

R. B, C, D e E

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53
Q

Who can change the user criteria? (2)

a. catalog_user
b. catalog_Admin
c. user_criteria_admin
d. itil_admin

A

R. B e C

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54
Q

Which encompasses Release Management v2 application in ServiceNow? Select all that apply: (5)

a. Build
b. Planning
c. Testing
d. Produce
e. Configuration
f. Design

A

R. A, B, C, E e F

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55
Q

What is the table that runs the workflow for each catalog item?

a. sc_resquest
b. sc_task
c. sc_req_item

A

R. C

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56
Q

SLA sends notifications at certain events defined in the workflow.
By default, SLA notifications are sent on three occasions. the first one is:

a. 50%
b. 75%
c. SLA is breached
d. 10%

A

R. A

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57
Q

What was migrated from Release Management v2? (3)

a. Product Hierarchy
b. Tables
c. Standard Time
d. Parent child relationship

A

R. A, C e D

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58
Q

Role for configure knowledge workflows?

a. itil_admin
b. workflow_dmin
c. Admin
d. itil

A

R. C

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59
Q

Change Approval Definition: Select all the choices for the field “wait_for” : (3)

a. Percentage of Approval
b. First Reponse
c. Percentage of Users
d. All Responses

A

R. B, C e D

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60
Q

What service catalog do you need to choose if you want only one workflow per item?

a. Execution Plan
b. Catalog Items
c. Categories

A

R. B

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61
Q

Several types of components are installed with activation of the Release Management v2 plugin, including tables and user roles. Select all the user roles that aply: (2)

a. Release Admin [release_v2_admin]
b. Release Admin [release_admin]
c. Release User [release_v2_user]
d. Release User [release_user]

A

R. A e C

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62
Q

What types of Configuration items the Discovery module can integrate?

a. Any CI with an DNS address
b. Any CI
c. Any CI with an IP address

A

R. C

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63
Q

How to view the relationship of the data?

a. tables
b. Configuration Item
c. Dependency view
d. Hierarchy

A

R. C

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64
Q

What CANNOT be accomplished by a Catalog UI Policy?

a. Hide a Catalog
b. Hide a Catalog field
c. Hide a Catalog category

A

R. C

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65
Q

In order for the communicate fix to be applied, what is necessary? (3)

a. fix notes is not empty
b. incident is linked to the problem
c. incident is in state on hold and on hold reason awaiting problem
d. incident in state of resolved

A

R. A, B e C

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66
Q

If no sys_popup view is defined for a table then what will be used when hovering over the Reference Icon?

a. default view
b. personalise view
c. empty
d. reference view

A

R. A

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67
Q

When enabled, at what state does a knowledge article get created from an incident?

a. Incident Resolved
b. Incident Active
c. Incident Closure
d. Incident On Hold

A

R. C

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68
Q

When a request is closed? Choose 3:

a. When all tasks are closed
b. 7 days of inactivity
c. Manually
d. When one of the tasks are closed incomplete

A

R. A, B e D

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69
Q

When configuring stage in Flow Designer, you can (choose 4)

a. Create any number of stages
b. Create a defined number of stages
c. Change Stage labels and names
d. Set the estimated duration for a stage
e. Import a copy of a pre-defined stage from the Stage Sets Table.
f. Set the limit for the duration
g. Export a copy of a pre-defined stage from the Stage Sets Table.

A

R. A, C, D e E

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70
Q

Which process role is responsible for the smooth operation of the Change Management process within an organization?

a. Change Advisory Board
b. Emergency Change Advisory Board
c. Cab Meeting

A

R. B

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71
Q

What is NOT a way to export in XML?

a. Form Export
b. List Export
c. URL Export
d. Related Lists

A

R. D

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72
Q

Duration time is measured by…

a. Total elapsed time from create to resolve during work hours
b. Total elapsed time from create to resolve using 24 hour clock
c. Total elapsed time from create to closed
d. Total elapsed time from create to closed using 24 hour clock

A

R. B

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73
Q

What is the purpose of the Knowledge check box in Incident form?

a. If checked it will create a draft knowledge article once the incident is closed
b. If checked it will create a draft knowledge article once the incident is resolved
c. If checked it will append the text in the resolution note to the work notes
d. If checked it means that the incident is of type knowledge article

A

R. A

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74
Q

Which of the following are valid problem task types? (select all that applies) (2)

a. General
b. Assessment
c. Implementation
d. Investigation
e. Root Cause Analysis

A

R. A e E

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75
Q

Which of the following is NOT a valid Request State?

a. Closed Incomplete
b. Approved
c. Pending Approval
d. Rejected

A

R. D

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76
Q

Which of the following statements is true regarding conflict detection for change requests?

a. Conflict detection can be run manually
b. there is a scheduled job to update conflicts that runs
on a periodic basis
c. conflict detection is executed every time an active
change request is updated
d. All above is true

A

R. D

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77
Q

Which of the following is NOT a valid On Hold reason?

a. Awaiting Change
b. Awaiting Caller
c. Awaiting Info
d. Awaiting Vendor

A

R. C

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78
Q

What is the purpose of “reassignment_count” field in incident table?

a. It stores the number of times the “Assigned to” value changed
b. It stores the number of times the incident was reassigned to the caller
c. It stores the number of times the “Assigned group” value changed
d. It stores the number of times the incident was updated from caller

A

R. C

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79
Q

Which of the following is NOT a valid state for problem tasks?

a. Working in progress
b. Assess
c. Root Cause Analysis
d. Closed
e. New

A

R. C

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80
Q

Which of the following roles can maintain user criteria:

a. itil_admin
b. catalog_admin
c. user_criteria_admin
d. none of them

A

R. C

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81
Q

What is the purpose of the Knowledge check box in Incident form?

a. If checked it will create a draft knowledge article once the incident is closed
b. If checked it will create a draft knowledge article once the incident is resolved
c. If checked it will append the text in the resolution note to the work notes
d. If checked it means that the incident is of type knowledge article

A

R. A

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82
Q

Which of the following are valid problem task types? (select all that applies) (2)

a. General
b. Assessment
c. Implementation
d. Investigation
e. Root Cause Analysis

A

R. A e E

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83
Q

Which of the following is NOT a valid Request State?

a. Closed Incomplete
b. Approved
c. Pending Approval
d. Rejected

A

R. D

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84
Q

Which of the following statements is true regarding conflict detection for change requests?

a. Conflict detection can be run manually
b. There is a scheduled job to update conflicts that runs on a periodic basis
c. Conflict detection is executed every time an active change request is updated
d. All above is true

A

R. D

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85
Q

Which of the following is NOT a valid On Hold reason?

a. Awaiting Change
b. Awaiting Caller
c. Awaiting Info
d. Awaiting Vendor

A

R. C

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86
Q

What is the purpose of “reassignment_count” field in incident table?

a. It stores the number of times the “Assigned to” value changed
b. It stores the number of times the incident was reassigned to the caller
c. It stores the number of times the “Assigned group” value changed
d. It stores the number of times the incident was updated from caller

A

R. C

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87
Q

Which of the following is NOT a valid state for problem tasks?

a. Working in progress
b. Assess
c. Root Cause Analysis
d. Closed
e. New

A

R. C

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88
Q

Which of the following roles can maintain user criteria

a. itil_admin
b. catalog_admin
c. user_criteria_admin
d. none of them

A

R. C

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89
Q

Which of the following are OOTB views for the incident? (3)

a. Password
b. Agent View
c. Master
d. Metrics
e. Workspace

A

R. A, D e E

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90
Q

Which of the following roles is allowed to create a new CI Class ?(2)

a. cmdb_read
b. admin
c. itil
d. itil_admin

A

R. B e C

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91
Q

Which table stores CI Relationship data?

a. cmdb_ci_relation
b. cmdb_rel_ci
c. cmdb_relation_ci
d. cmdb_ci_rel

A

R. B

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92
Q

Which of the following statements is true regarding the permission that a user of itil role has?

a. Users with itil role can update any incident except closed or delete incidents
b. Users with itil role can update only incident created by them
c. Users with itil role can update any incident except closed and resolved incidents
d. Users with itil role can update any incident

A

R. A

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93
Q

Which one of the following variable types in NOT supported in mobile?

a. Numeric Scale
b. IP Adress
c. Yes/No
d. URL

A

R. D

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94
Q

Which of the following users has permission to re-open an incident in resolved state ? (4)

a. User (Caller)
b. Admin
c. System
d. Itil
e. Itil_admin
f. Nobody

A

R. A, B, D e E

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95
Q

Which of the following record types would you use in order to propose a new standard change template?

a. Content Item
b. Catalog Item
c. Order Guide
d. Record Producer

A

R. D

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96
Q

Which of the following roles can update change type ?

a. itil_admin
b.change_manager
c. itil
d. none of them

A

R. D

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97
Q

17- Which of the following statement is true regarding configuration items and the table extended?

a. only non technical cis extend directly from the base config item table
b. both technical and non technical cis extend directly from the base config item table
c. only technical cis extend directly from the base config item table
d. neither cis extend directly from the base config item table

A

R. A

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98
Q

What is the default time for incidents in a resolved state to move a closed state?

a. 30 days
b. 7 days
c. 3 days
d. 90 days

A

R. B

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99
Q

When do SLA Percentage timers automatically trigger breach warming notifications ? (2)

a. 50% duration
b. 25% duration
c. 90% duration
d. 75% duration

A

R. A e D

100
Q

What feature should incident resolvers use before attaching a knowledge article to an incident to ensure the caller has access to the article ?

a. User Criteria
b. Search as
c. Incident Properties module
d. Caller article search

A

R. B

101
Q

Where would an administrator configure wich fields are copied from a parent to a child incident ?

a. Copy incident UI Action
b. Create Child Incident UI Policy
c. Create Child Incident UI Action
d. Incident Properties module

A

R. D

102
Q

Which role has the ability to manage incident properties

a. itil_admin
b. incident_manager
c. itil
d. incident_admin

A

R. B

103
Q

Where is the incident priority matrix configured ?

a. Incident Properties module
b. Priority Data Lookups table
c. Incident Priority script
d. Incident Priority UI Action

A

R. B

104
Q

The incident priority is calculated on which two fields ? (2)

a. Urgency
b. Offering
c. Impact
d. Configuration item
e. Service

A

R. A e C

105
Q

Which of the following is true about principal CI Classes ?

a. No more than 10 classes can be defined as principal
b. Principal classes are only applied to incident and change request records
c. If no classes are defined as principal, then all CIs will be selectable an all tasks
d. Principal CI Classes are defined per task type

A

R. C

106
Q

What do you call the dynamic grouping of configuration items (CIs), based on commom criteria such as all web servers in Detroit ?

a. Principal CI class
b. Commom CI group
c. Dynamic CI group
d. Managed CI class

A

R. C

107
Q

Which of the following is not a domain of CSDM 3.0 ?

a. Design
b. Sell/Consume
c. Foundation
d. Purchase

A

R. D

108
Q

Which of the following CSDM domains would contain Business Service Portfolio, Business Services, and Business Service Offerings ?

a. Design
b. Foundation
c. Build
d. Sell and Consume

A

R. D

109
Q

Which role has the ability to delete a knowledge base ?

a. admin
b. knowledge_manager
c. a knowledge base cannot be deleted
d. knowledge_admin

A

R. C

110
Q

When unplanned activity occurs on a configuration item that is part of an application service, what event gets triggered to identify the change as unauthorized.

a. ci.change.unauthorized
b. ci.change.unplanned
c. snc.change_request.disco.ci.unplanned
d. change.ci_unplanned
e. change.ci_unauthorized

A

R. B

111
Q

How will the system behave if “com.snc.incident.autoclose.basedon.resolved_at” property was set to No?

a. The auto-closure feature will run based on the updated date
b. the auto-close feature will run based on resolution date
c. the auto-closure feature will be disabled
d. the auto-closure feature will be disabled for incidents created from now on

A

R. B

112
Q

Which of the following are available “Wait for” values when defining an approval definition for change policy. Select 3

a. First response
b. Number of users
c. Last Response
d. Percentage of users
e. All response

A

R. E

113
Q

How to make the problem state move to “Resolved” instead of “Closed” when the “Accept Risk” button it clicked.

a. Modify the logic in the UI Action “Accept Logic”
b. Modify the logic in the script include “Accept Problem Risk”
c. Modify the state mapping records in the Problem State Mapping table
d. Modify the property problem.acceptrisk.move_to_closed

A

R. D

114
Q

-Which of the following roles can delete a problem task?

a. problem_manager
b. problem_task_analyst
c. problem_admin
d. itil

A

R. C

115
Q

What condition must be met for a workaround to be communicated from a problem to a related incident?

a. The assignment group on both the incident and problem are the same
b. The incident is active
c. The problem State = Fix in Progress
d. The Incident State = On Hold Reason Awaiting problem

A

R. B

116
Q

What defines when a problem record is automatically moved from the New to Asses state?

a. ProblemStateUtils Script Include
b. Problem State UI Action
c. Problem State UI Policy
d. Update Problem State to Asses business rule

A

R. D

117
Q

Where or how would an administrator modify the Communicate Fix Ui actions?

a. Problem Properties module
b. Copy Prb fix to Inc comments Script Action
c. Communicate Fix() method on the ProblemUtils() Script Include
d. System Policy > Problem > Related links

A

R. B

118
Q

Where or how are the roles allowed to re-analyze a problem defined?

a. Ui Action condition
b. Problem properties module
c. ProblemStateUtils Script Include
d. Access Control Lists (ACLs)

A

R. B

119
Q

Which role can create and modify a CAB definition ?

a. sn_change_cab.cab_manager
b. change_admin
c. change_manager
d. itil_admin

A

R. A

120
Q

What defines a period of time that normal change activity should not occur ?

a. Blackout windows
b. Inactive windows
c. Maintenance windows
d. Holidays windows

A

R. A

121
Q

What allows a single approval policy to handle every approval required for a given change model?

a. Approval definitions
b. Policy decisions
c. Approval flows
d. Policy inputs

A

R. B

122
Q

Which role can create and modify a change model ?

a. change_manager
b. sn_change_model_manager
c. itil_admin
d. change_admin

A

R. A

123
Q

Which release phase defines the specific plans for the release and support the fulfillment of required change requests?

a. Build and Test
b. Approval
c. Release planning
d. Release definition

A

R. C

124
Q

What defines the requirements for a change model to move from one state to another ?

a. Transition conditions
b. Change update script
c. Lifecycle model requirements
d. Business Rules

A

R. A

125
Q

The unauthorized change process will only trigger if the CI is part of what ?

a. Technical service
b. Application service
c. Business service
d. Business product

A

R. B

126
Q

Which field determine if a change model appears on the Change Landing Page ?

a. Pinned
b. Interceptor
c. Landing page
d. Available in Create New

A

R. D

127
Q

The assignment group on a change request is automatically populated based on what from the associated CI ?

a. Support Group
b. Change group
c. Approval group
d. Assignment group

A

R. B

128
Q

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

a. Requested items
b. Cart layout
c. Catalog tasks
d. Catalog item view

A

R. B

129
Q

Which application provides on option to configure step-based fulfillment for a catalog item ?

a. Catalog Builder
b. Flow Designer
c. Workflow Editor
d. VEditor

A

R. A

130
Q

Which catalog record type should you use for Report an outage ?

a. Content Item
b. Catalog item
c. Order Guide
d. Record Producer

A

R. D

131
Q

A service level agreement can be applied to which of the following ? (2)

a. Request - REQ
b. Catalog Tasks - SCTASK
c. Catalog Item RITM
d. Catalog - sc_catalog

A

R. A e B

132
Q

How would you add a link to another module within a service catalog ?

a. With a related link
b. With a record producer
c. With an order guide
d. With a content item

A

R. D

133
Q

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

a. Catalog tasks
b. Incidents created via record producer
c. Incidents created via Now Mobile
d. Catalog Items

A

R. B

134
Q

How long are unused variables stored in the var_dictionary table?

a. 1 year
b. Indefinitely
c. 3 years
d. 90 days

A

R. A

135
Q

User criteria can be applied to what two components ? (2)

a. Catalog items
b. Catalog categories
c. Service catalog
d. Catalog homepage

A

R. A e B

136
Q

What kind of service is published to service owners that underpins a business or service application ?

a. Business service
b. Application service
c. Commerce service
d. Technical service

A

R. D

137
Q

What is derived from a service and defines specific business needs and performance levels ?

a. Child service
b. Service metrics
c. Commitment
d. Offering

A

R. D

138
Q

In a Service Portfolio taxonomy, what are services related to ?

a. Service layer
b. Taxonomy leaf node
c. Taxonomy node
d. Service class

A

R. B

139
Q

Services that are not yet operational or available for use are in which phase ?

a. Retired
b. Development
c. Pipeline
d. Catalog

A

R. C

140
Q

What condition must be met for a communicate fix to be communicated from a problem to a related incident?

a. The incident is active
b. The problem state = on hold reason awaiting problem
c. The problem state = fix in progress
d. The problem state = pending

A

R. B

141
Q

Release type….

a. Phases,Tasks,Milestones
b. Standard, Normal, Urgency
c. Standard, Normal, Urgency, Maintenance, Path
d. Major, minor, maintenance outage

A

R. D

142
Q

What are the states de MIM?

a. Proposed, Accepted, Rejected, Resolved
b. Proposed, Accepted, Rejected, Closed
c. Proposed, Accepted, Rejected, Canceled

A

R. C

143
Q

What change model is used to capture Change requests in a external system?

a. Change Registration
b. Site Reliability Ops
c. Unauthorized Change
d. Cloud Infrastructure

A

R. A

144
Q

Based on which field from CI the Assignment Group is automatically populated and if the CI does not have a group(Incidents)?

a. Support group for the CI and if the CI does not have a group then it will be populated with the change group available for the service offering
b. Support group for the CI and if the CI does not have a group then it will be populated with the support group available for the service offering
c. Assignment group for the CI and if the CI does not have a group then it will be populated with the support group available for the service offering
d. Change group for the CI and if the CI does not have a group then it will be populated with the support group available for the service offering

A

R. B

145
Q

In what % will the SLA be triggered? Choose 3 options

a. 75
b. 25
c. 50
d. 100

A

R. A, C e D

146
Q

Why we should disable “assign to me”?

a. Because Assign to me does not validate if “me” is a member of the current Assignment group
b. Because Assign to me does validate if “me” is a member of the current Assignment group
c. Because Assign to me does not validate if “me” is a member of incident Assignment group
d. Because Assign to me does validate if “me” is a member of incident Assignment group

A

R. B

147
Q

Which property needs to be enabled to close an open incident task when an incident is closed or canceled?

a. Incident Closure Business Rule
b. com.snc.incident.incident_task.closure
c. com.snc.incident.incident_task.canceled
d. incident > Properties

A

R. B

148
Q

What are 2 properties responsible for enabling auto-close incidents based on the resolution date of the incident instead of the last updated date and for choosing the number of days?

a. com.snc.incident.autoclose.basedon.resolved_at and glide.ui.autoclose.time 7 days by default
b. com.snc.incident.autoclose.basedon.updated and glide.ui.autoclose.time 5 days by default
c. com.snc.incident.autoclose.basedon.resolved_at and glide.ui.autoclose.days 7 days by default
d. Incident Properties

A

R. A

149
Q

What are the pros of Manual Selection of Category / Subcategory? Escolha 2 opções

a. Fields and dependency already configured in baseline
b. Choices have additional metadata to drive process
c. To many actions don’t confuse users and increase miscategorization incidents
d. Simple and standard

A

R. A e D

150
Q

What are the cons of Manual Selection of Category / Subcategory? Escolha 2 opções

a. Simple and standard
b. Fields and dependency already configured in baseline
c. To many actions may confuse users and increase miscategorization incidents
d. Choices have no additional metadata to drive process

A

R. C e D

151
Q

What is a form of incident deflection:contextual search, what is the purpose? Escolha 2 opções

a. Search as
b. Knowledge articles, resolved problems an resolved incidents
c. Aims to help users resolve issues before they submitting an incident by providing related items
d. Related Search Results

A

R. D e C

152
Q

How to enable the Search as?

a. Contextual Search > Incident deflection
b. Incident deflection > Releated Search Results
c. Releated Search Results
d. Contextual Search > Table Configuration

A

R. D

153
Q

When creating a problem record from an incident record “Create Problem UI action”which element defines the field mapping between them?

a. Problem > Fields
b. Properties > Attribute > Problem
c. Problem > Administration > Properties ou com.snc.problem.create_from_incident.attributes
d. Problem > Attributes

A

R. C

154
Q

What are the states de Problem? Escolha 6 opções

a. New
b. Review
c. Closed
d. Resolved
e. Fix In Progress
f. Assess
g. Authorize
h. RCA
i. Canceled

A

R. A, C, D, E, F e H

155
Q

To impose prerequisites or limits from one state to another where a new logic must be inserted for Problem and Problem Task? Choose 2 options

a. ProblemUtilsStates
b. ProblemStatesUtils
c. ProblemUtilsTask
d. ProblemTaskStatesUtils

A

R. B e D

156
Q

How to determine which type of Problem Role can reanalyze problem records?

a. Problem > Plugin > Role
b. Problem > Roles
c. Problem > Administration > Problem Properties
d. Roles > Problem

A

R. C

157
Q

What defines when a problem record and problem task record can automatically move from the New to Assess state? Escolha 2 opções

a. Update Problem Task State to Assess business rule
b. ProblemTaskUtils
c. ProblemUtils
d. Update Problem State to Assess business rule

A

R. A e D

158
Q

What are the two types of Problem Task? Escolha 2 opções

a. Implement
b. Root Causes Analysis
c. Fix Problem
d. General

A

R. B e D

159
Q

How to change the behavior default do Communicate Workaround ?

a. System Definition > Events > Script Actions: Copy Prb Workaround to Inc comments
b. System Policy > Definition > Script Actions: Copy Prb Workaround to Inc comments
c. System Policy > Events > Script Actions: Copy Prb Workaround to Inc comments
d. System Policy > Events > Script Actions: Action Workaround to Inc comments

A

R. C

160
Q

How to change behavior default do Communicate Fix?

a. System Policy > Events > Script Actions: Copy Prb Workaround Fix to Inc comments
b. System Policy > Events > Script Actions: Copy Prb Workaround to Inc comments
c. System Definition > Events > Script Actions: Copy Prb fix to Inc comments
d. System Policy > Events > Script Actions: Copy Prb fix to Inc comments

A

R. D

161
Q

With what kind of incidents can it be Comunicado Fix?

a. Closed
b. Em on Hold, awaiting problem
c. Resolved
d. Ativos
e. Em on Hold, awaiting client

A

R. B

162
Q

A Fix or Workaround can require a Change that can be generated directly from a Problem, ow to remove or add fields that will be copied from Issue by Change?

a.Change Properties
b. Change Policy
c. UI Action corresponding to the action
d. Change Definition

A

R. C

163
Q

What happens if the assignment group has a group without any problem users is selected?

a. The assignment to field will be able to be populated with the assigned to me
b. The assignment to field will be populated automatically
c. The assignment to field will unnecessary
d. The assignment to field will not be able to be populated

A

R. D

164
Q

What plugin is responsible for enabling users to create a knowledge article using the known error template?

a. kb_template_error_article
b. Problem Management Madrid Best Practice
c. problem.knowledgebase_error_article
d. Problem Management Best Practice-Madrid

A

R. D

165
Q

In which table known error articles are stored?

a. kb_template_error_article
b. Problem Management Best Practice-Madrid
c. problem.knowledgebase_error_article
d. kb_known_error_article

A

R. A

166
Q

What is the property responsible for specifying the knowledge error table?

a. Problem Management Madrid Best Practice
b. kb_template_error_article
c. problem.knowledgebase_error_article
d. problem.knowledge.base_error_article

A

R. C

167
Q

Which role can delete problems?

a. problem_admin
b. problem_coodernator
c. problem_admin_coodernator
d. Problem_manager

A

R. A

168
Q

Which role can communicate workaround, communicate fix, create know error and close problem? Choose 3 options

a. Problem_manager
b. Problem_admin
c. Problem_coordinator
d. Problem_task_coodernator

A

R. A, B e C

169
Q

How to prevent the priority field from being filled in automatically when a problem is created from an incident?

a. Problem properties remover os campos impact e urgency
b. Problem Management Madrid Best Practice
c. UI action Create Problem
d. Problem properties remover os campos Risk e urgency

A

R. A

170
Q

Which role is responsible for working on problems and problems tasks. They can also communicate fixes, workaround, and create known error articles?

a. Problem_task_coordinator
b. itil
c. Problem_coordinator
d. user_sn_writer

A

R. C

171
Q

Which role is responsible for working on problems tasks only. This should be assigned to support groups that are aiding in an investigate

a. problem_task_analyst
b. problem_task
c. problem_analyst_task
d. problem_analyst

A

R. A

172
Q

Conflict detection can identify conflicts for what reasons? Escolha 3 opções

a. The CIs, a parent of the CI, a child of the CI or the assigned to person are already scheduled at the given date and time
b. The CIs, a parent of the CI or a child of the CI is not in a blackout window
c. The CIs, a parent of the CI or a child of the CI is in the maintenance window
d. The CIs, a parent of the CI or a child of the CI is not in the maintenance window
e. The CIs, a parent of the CI or a child of the CI is in a blackout window

A

R. A, D e E

173
Q

How is called the feature that defines and prevents state transition in Change?

a. Transition Policy
b. Model State transitions Conditions
c. Model State transitions Definition
d. State transitions Model Conditions

A

R. B

174
Q

Which event enables or disables the creation of unauthorized change?

a. ci.change.unplanned
b. ci.change.unauthorized
c. ci.unplanned.change
d. change.ci.unplanned

A

R. A

175
Q

Conflict detection identifies potential scheduling conflicts for a change request on what? Escolha 3 opções

a. CIs
b. CIS Business
c. Assigned to
d. Planned start date
e. Planned end date

A

R. A, D e E

176
Q

What does the servicenow release management application encompass to define a set of release components?

a. Build, planning, design , configuration, and testing of hardware and software releases.
b. Planning, design, build, technical, and testing of hardware and software releases.
c. Planning, build, configuration, and testing of hardware and software releases.
d. Design, build, configuration, and testing of hardware and software releases.

A

R. A

177
Q

What is an unauthorized change?

a. It is when an unplanned CI activity occurs on CIs that are part of an business application
b. It is when an unplanned CI activity occurs on CIs that are part of an business service
c. It is when an unplanned CI activity occurs on CIs that are part of an service offering
d. It is when an unplanned CI activity occurs on CIs that are part of an application service

A

R. D

178
Q

Where do we go to change the interval frequency for detection of an unauthorized change ?

a. Change Business Rule
b. ci.change.unauthorized
c. Unauthorized Event
d. Unauthorized Change Properties

A

R. D

179
Q

What was introduced in quebec Change management?

a. Multimodal change, Change Landing page, Change interceptor
b. Change release, Change Landing page, Change flows
c. Multimodal change Transition, Change Landing page, change flows
d. Multimodal change, Change Landing page, Change flows

A

R. D

180
Q

What are some fit for purpose in Change?

a. Multimodal change, Change Landing page, Change flows
b. Multimodal change Transition, Change Landing page, change flows
c. Multimodal change Transition, Change Landing page, Change Properties
d. Change Models, Change Flows, StateTransition Models, Standard Change Catalog

A

R. D

181
Q

Which role can update change type on an existing record, or delete a standard change proposal?

a. Itil_admin
b. change_admin
c. none
d. change_manager

A

R. C

182
Q

Which role can “create a standard change proposal”, “create or edit a change approval, policy, policy input, or decision record” or create or edit a change model, state model, or state model transition?

a. change _cab
b. change_admin
c. change_coordenator
d. change_manager

A

R. D

183
Q

What replaced the legacy change interceptor in Quebec?

a. Change contextual page
b. Change UI Page
c. Change deflaction
d. Change landing page

A

R. D

184
Q

What releases will keep presenting the change interceptor and types?

a. Instance upgrading to Sandiego
b. Instance upgrading to quebec or Rome from a Paris or older release
c. Instance upgrading to Rome
d. Instance upgrading to Tokyo

A

R. B

185
Q

What customers define multimodal change? Escolha 3 opções

a. state transition conditions
b. state transitions
c. state conditions
d. State models

A

R. A, B e D

186
Q

What of CIs will be checked for unauthorized changes?

a. Initially key CIs types, such as business and network devices
b. Initially key business types, such as services and network devices.
c. Initially key CIs types, such as services and business
d. Initially key CIs types, such as services and network devices

A

R. D

187
Q

When conflicts are detected, what does appear?

a. The fields are cleared
b. A message is displayed at the top of the form only
c. A message is displayed at the top of the form with a link to the scheduling assistant, providing a calendar
d. A new form

A

R. C

188
Q

What are some conditions for change risk assessment? Escolha 3 opções

a. Business criticality
b. CI Business
c. End date and
d. Configuration Item
e. Start date

A

R. A, C e E

189
Q

What is a course of action that can be applied to a change request and defines the approvals that should be applied to a change request and can contain multiple decisions allowing a single policy to handle every approval required for a change type?

a. Approval policy
b. Approval Definition
c. Policy Input
d. Change approval group

A

R. A

190
Q

What are variable sources that you can use while evaluating a decision to determine the approval action responsible for triggering the approval?

a. Change Approval Policy
b. Policy Input
c. Approval Policy
d. Approval Definition

A

R. B

191
Q

What does define a set of criteria that are evaluated automatically before the policy is marked as approved?

a. Change Approval Policy
b. Policy Input
c. Approval policy
d. Approval Definition

A

R. D

192
Q

What component of the decision policy may have multiple change definitions that trigger under different conditions?

a. Approval Policy
b. Approval Definition
c. Decisions
d. Policy Input

A

R. C

193
Q

What are the building blocks of flows and subflows?

a. Flow Activity
b. Catalog Builder
c. Flow Designer
d. Flow Actions

A

R. D

194
Q

When an unauthorized, emergency Change Request record moves to a state of Review, what is automatically created?

a. Cab Approval
b. Change task
c. Change models
d. Post Implementation Review (PIR)

A

R. D

195
Q

What will be passed to the policy from the executing flow that is running behind the change request?

a. Approval policy
b. Policy inputs
c. Inputs decisions
d. Decisions

A

R. B

196
Q

In decisions what field is responsible to define what approval will be triggered? (Approval Definition)

a. Answer
b. Decision
c. Change Approval Policy
d. Input

A

R. A

197
Q

Qual a relação entre uma Release e Change?

a. A Release cannot be made of Change or a group of Changes
b. A Change can be made of Release or a group of Releases
c. A Release can be made of Change or a group of Changes
d. A Change cannot be made of Release or a group of Releases

A

R. C

198
Q

Qual a relação entre uma Change e um Problem e um Incident?

a. Uma Change só pode ter um Problem/Incident
b. Uma Change só pode ter um Incident e um ou mais Probelm
c. Uma Change pode ter um ou mais Problem/Incident
d. Uma Change só pode ter um Problem e um ou mais Incident

A

R. C

199
Q

What fields are set by the Risk Conditions ?

a. Risk and Urgency when calculating risk. Plugin com.snc.change.risk_assessment
b. Urgency and Priority when calculating risk. Plugin com.snc.change.risk_assessment
c. Impact and Priority when calculating risk. Plugin com.snc.change.risk_assessment
d. Risk and Impact when calculating risk. Plugin com.snc.change.risk_assessment

A

R. D

200
Q

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

a. Catalog Item
b. Content Item
c. Incidents created via record producer
d. Order Guide

A

R. C

201
Q

The user criteria can be applied for: Escolha 2 opções

a. Catalog Item
b. Catalog Task
c. Service catalog
d. Catalog category

A

R. A e D

202
Q

How to omit the price on a catalog item?

a. Access catalog item uncheck Use cart layout and uncheck Omit price cart
b. Access catalog item uncheck Use cart layout and check Omit price cart
c. Access the catalog item check Use cart layout and check Omit price cart
d. Access catalog item check Use cart layout and uncheck Omit price cart

A

R. B

203
Q

Which roles can update a catalog task? Choose 3 options

a. Itil
b. sn_request_write
c. itil_admin
d. catalog_admin

A

R. A, B e C

204
Q

Which roles can update a request? Choose 3 options

a. Admin
b. catalog_admin
c. sn_request_write
d. Itil
e. Itil_admin

A

R. A, B e C

205
Q

Which role can approve a request?

a. user_approval
b. approval_user
c. request_approval
d. sc_approval

A

R. B

206
Q

Which roles can delete a request?

a. sc_fullfiler
b. itil_admin
c. itil
d. sc_admin

A

R. B

207
Q

What can be omitted in the cart layout? Choose 4 options

a. No cart
b. No price
c. Omit quantity
d. No quantity
e. No proceed checkout
f. Omit price in cart

A

R. A, D, E e F

208
Q

Where is the SLA usually defined in the Service Catalog?

a. sn_req_item table
b. sc_item_req
c. sc_req_item
d. cs_req_item

A

R. C

209
Q

What role can manage user criteria? Escolha 2 opções

a. user_criteria_admin
b. catalog_admin
c. admin_user_criteria
d. catalog_user_criteria

A

R. A e B

210
Q

What variable is used to capture data in grid layout?

a. Single-Row
b. Multi-Row
c. Multi-Line
d. Single_line

A

R. B

211
Q

Feature introduced in the Quebec release for building Catalog Items

a. Flow Designer
b. Catalog Builder
c. Change Model
d. Service Creator

A

R. B

212
Q

What role does request fullfiler use?

a. sc_catalog
b. Itil
c. catalog_editor
d. cataog_bulider

A

R. B

213
Q

How to filter how many desktops were sold with extra memory via report?

a. Catalog Item > Desktop > Memoria extra is 32Gb
b. View/Run > Desktop > Memoria extra is 32Gb
c. Requested Item > Variables > Desktop > Memoria extra is 32Gb
d. Catalog Item > Requested Item > Desktop > Memoria extra is 32Gb

A

R. C

214
Q

How to check the CMDB hierarchy and tables

a. CI Manager Class
b. Definition > CMDB
c. CI Class CMDB
d. CI Class Manager

A

R. D

215
Q

Once any class is set as principal class, what happens? Escolha 3 opções

a. The principal class is automatically applied to the CI field on change, incident, and problem records
b. The Affected CI related list will have the principal class filter available for use
c. Only CI’s within a principal class can be selected on ci field
d. Any CI’s can be selected on ci field

A

R. A, B e C

216
Q

Which table tracks articles that have been ‘attached’ to incidents as well as when articles have been viewed?

a. Knowledge View [kb_view].
b. Knowledge Feedback [kb_feedback].
c. Knowledge Flag [kb_flag].
d. Knowledge Use[kb_use].

A

R. D

217
Q

Demo data categories and sub-categories must be deleted before loading client data, how delete them?

a. To identify the specific fields to be deleted, right click on the Category field label and select Show Choice List, without modify the filter, delete them and repeat for Subcategory.
b. To identify the specific dicitionary to be deleted, right click on the Category field label and select Show Choice List, without modify the filter, delete them and repeat for Subcategory.
c. To identify the specific choices to be deleted, right click on the Category field label and select Show Choice List, without modify the filter, delete them and repeat for Subcategory.
d. To identify the specific choices to be deleted, right click on the Category field label and select Show Choice List, without modify the filter, delete them and repeat for Catalogs.

A

R. C

218
Q

What are the baselines workflows for Publish and Retire assigned to each knowledge? Escolha 4 opções

a. Knowledge - Approval Publish
b. Knowledge Instant Publish
c. Knowledge Instant Retire
d. Knowledge - Publish Approval
e. knowledge - Approval Retire
f. knowledge - Retire Approval

A

R. A, B, C e E

219
Q

What happens if there is no user criteria on the Can Read related list?

a. The knowledge base becomes opend to the public
b. The knowledge base does not become opened to the public
c. The knowledge base becomes closed
d. The knowledge base Will not be able to be viewed

A

R. A

220
Q

To take advantage of a redesigned assessment-taking experience on the Now Mobile app, how should the glide.sg.universal_links.enabled property be set to activate push notifications? (Tokyo)

a. false
b. send
c. receive
d. true

A

R. D

221
Q

Which field on a change model allows change managers to declare the execution states? (Tokyo)

a. Implementation states
b. Execution states
c. Declaration states
d. Change task states

A

R. A

222
Q

Which two store applications are required to leverage Investigation Framework within the Service Operations Workspace? (Tokyo) Escolha 2 opções

a. sn_acc_itsm
b. sn_sow_itsm
c. sn_sow_itsm_cont
d. sn_acc_adapter
e. sn_acc

A

R. C e D

223
Q

When enabling dependent CIs management, cascade-cleanup operations apply only from when the feature is enabled. How can you improve the overall performance and data integrity of the CMDB? (Tokyo)

a. Create a scheduled job that runs nightly to cleanup dependent CIs
b. Create a Cleanup Orphan CIs scheduled job to run nightly
c. Apply the same cascade-cleanup operations to orphan dependent CIs that existed in the CMDB before the feature was enabled
d. Ensure that the cmdb.dependent.ci.cascade.op.enabled system property is set to false

A

R. C

224
Q

What is the maximum number of knowledge articles that can be translated at one time using the ServiceNow Localization Framework application? (Tokyo)

a. 200
b. 50
c. 300
d. 100

A

R. A

225
Q

What system property enables you to automatically delete a sys_attachment record from the system when you replace or delete an attachment from a catalog item attachment variable? (Tokyo)

a. glide.sc.variables.attatchment.delete.v
b. glide.sc.variables.attatchment.delete.v2
c. glide.sc.variables.attatchment.delete.v1
d. glide.sc.variables.attatchment.delete

A

R. B

226
Q

What are the 3 stages of a Problem?

a. Investigation and Diagnosis
b. Detection and Logging
c. Reviewing and Testing
d. Resolution and Closure

A

R. A, B e D

227
Q

The state-based information is available only in new instances starting from the Madrid release, what plugging needs to be activated?

a. Problem Management Best Practice — Madrid (com.snc.best_practices.problem.madrid)
b. Problem Management Best Practice — Madrid — State Model (com.snc.best_practices.problem.madrid.state_model)
c. Problem Management Best Practice — Madrid (com.snc.best_practices.problem.madrid_)
d. Problem Management Best Practice — Madrid — State Model (com.snc.best_practices.problem.madrid.state_model.V1)

A

R. B

228
Q

New in the Tokyo release for Change Management

a. Change workflow Transition, New models, Flow actions
b. Change Model Success, Next Generation Risk - Success Probability module, Advanced Security for Change Models, Change Models - Declare Execution State
c. Change Transition Sucess, New Change norma, Change mobile
d. Change Model Standar, Workflow Intercept, Landing page

A

R. B

229
Q

In Change, email notifications can be sent to the user who requested the change when it progresses to the following states: Choose 4 options

a. Review
b. Canceled
c. In Progress
d. Scheduled
e. Implement
f. Pending
g. Resolved

A

R. A, B, D, E,

230
Q

What are the Problem Task states?

a. New/Working in Progress/Pending/Resolved/Closed
b. New/Asses/RCA/Fix in Progress/Resolved/Closed
c. New/Pending/Working in Progress/Closed
d. New/Assess/Work in Progress/Closed

A

R. D

231
Q

What happens to an email received with Watermark?

a. By default if an email has a watermark it updates incident
b. By default if an email has a watermark it creates a new problem
c. By default if an email has a watermark it creates a new incident
d. By default if an email has a watermark it creates a new change

A

R. A

232
Q

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

a. Order guide
b. Incidents created via record producer
c. Catalog item
d. Request item

A

R. B

233
Q

Which table tracks articles that have been “attached’ to incidents as well as when articles have been viewed?

a. Knowledge [kb_feedback]
b. Knowledge [kb_use]
c. Knowledge [kb_version]
d. Knowledge [kb_knowledge]

A

R. B

234
Q

The principal class is automatically applied to the CI field on change, incident, and problem records. The Affected CI related list will not have the principal class filter available for use. Only CI’s within a principal class can be selected on ci field.

a. The principal class is automatically applied to the CI field on change, incident, and problem records. The Affected CI related list will not have the principal class filter available for use. Only CI’s within a principal class can be selected on ci field.
b. The principal class is automatically applied to the CI field on change, incident, and problem records. The Affected CI related list will have the principal class filter available for use. Only CI’s within a principal class can be selected on ci field.

A

R. B

235
Q

Based on which field from CI the Assignment Group is automatically populated and if the CI does not have a group?

a. Manager group
b. CI group
c. Problem group
d. Support group

A

R. B

236
Q

What are the types of an Inbound Action? Choose to options

a. Record Action
b. Email Reply
c. Action Record
d. Reply Email

A

R. A e B

237
Q

When an incident is on hold awaiting caller what will happen if the caller updates the incident?

a. Nothing
b. State does not change
c. Stage change to Fin in Progress
d. State change to In Progress

A

R. D

238
Q

What are two properties responsible for enabling enabling auto-close incidents based on the resolution date of the incident instead of the last updated date and for choosing the number of days ? Choose 2 options

a. glide.ui.autoclose.time
b. com.snc.incident.incident.closure
c. com.snc.incident.autoclose.basedon.resolved_at
d. com.snc.incident.incident_task.closure

A

R. C e A

239
Q

What happens if the assignment group has a group without any problem users is selected?

a. Assignment cannot be empty
b. The assignment to field will not be able to be populated.
c. Error message
d. The assignment to field will be able to be populated.

A

R. B

240
Q

what happens to an email received without a watermark?

a. By default if an email doesn’t have a watermark, it updates an incident
b. By default if an email doesn’t have a watermark, it creates a new change
c. By default if an email doesn’t have a watermark, it creates a new incident
d. By default if an email doesn’t have a watermark, it creates a new problem

A

R. C

241
Q

What defines when a problem record and problem task record can automatically move from the New to Assess state?

a. Update Script Include ProblemStateUtils/ProblemTaskStateUtils
b. Update Problem State to Assess business rule and Update Problem Task State to Assess business rule
c. Update dictionary override or sys_choice tables
d. Update Process Flow and Model Transitions

A

R. B

242
Q

The incident task table extends from which table?

a. Incident
b. Incident_task
c. Task_sla
d. Task

A

R. D

243
Q

To impose prerequisites or limits from one state to change to another where a new logic should be inserted for Incidents?

a. Incident properties
b. State Model Transitions
c. IncidentState
d. IncidentStateUtils

A

R. C

244
Q

What plugin is responsible for enabling users to create a knowledge article using the known error template? In which table is stored? And the property responsible for specifies the knowledge table?

a. table is kb_feedback and the property is problem.knowlwdgebase_error_article
b. table is kb_article and the property is problem.knowlwdgebase_error_article
c. Table is kb_template_error_article and the property is problem.knowlwdgebase_error_article

A

R. C

245
Q

Based on which field from CI the Assignment Group in Incident is automatically populated and if the CI does not have a group ?

a. Support group for the CI and if CI doesn’t have a group then it will be populated with the support group available for the service offering
b. Incident group for the CI and if CI doesn’t have a group then it will be populated with the support group available for the service offering
c. Change group for the CI and if CI doesn’t have a group then it will be populated with the support group available for the service offering
d. Support group for the CI and if CI doesn’t have a group then it will empty

A

R. A

246
Q

What are the 4 predefined trigger rules available for Major Incident Manager?

a. P1 Incidents
b. P2 Incidents
c. Critical Business
d. Number of child incidents
e. High severity Incident

A

R. A, C, D e E

247
Q

Which property needs to be enable to close an open incident task when an incident is closed or canceled ?

a. com.snc.incident.incident.closure
b. com.snc.incident.incident_task.closure
c. com.snc.incident.autoclose.basedon.resolved_at
d. glide.ui.autoclose.time

A

R. B

CSA - San Diego (4 decks)

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