ITSM 3

Question 1

In the baseline Change - Normal model, when the Change request goes to the Review state, what happens to the implementation and testing tasks, if they have not been closed.

A. They are automatically canceled
B. They are automatically closed
C. They are automatically assigned to the Change assignee and closed
D. An error displays, requiring that the Tasks be closed before moving to Review

Answer 1

A. They are automatically canceled

(Pg. 448)

Question 2

On the Unauthorized Change Properties module what can you configure? (Choose two.)

A. Enable/Disable creation of Unauthorized changes
B. Maximum number of unauthorized change records for a CI
C. Unauthorized Change Dashboard
D. CI classes to monitor

Answer 2

A. Enable/Disable creation of Unauthorized changes
D. CI classes to monitor

(Pg. 404)

Question 3

How do you describe the relationship between a Knowledge article and a Knowledge base category?

A. Articles can only be published to one category
B. Articles must be published to at least one category
C. Articles must be approved by the selected category owner
D. Articles can be published to a category and subcategory

Answer 3

A. Articles can only be published to one category

(Pg. 220)

Question 4

What are the different ways a user can provide feedback on a knowledge article? (Choose four.)

A. 10 Star scale
B. Comment on Article
C. Helpful?
D. Flag Article
E. 5 Star scale
F. Pin Article

Answer 4

B. Comment on Article
C. Helpful?
D. Flag Article
E. 5 Star scale

Question 5

When using the Knowledge - instant Retire workflow, how does the Valid to date enact a Knowledge article?

A. On Valid to date, article is automatically retired
B. On Valid to date, retire notification is sent to the Knowledge article author
C. On Valid to date, retire notification is sent to the Knowledge base owner
D. On Valid to date, the article is archived

Answer 5

A. On Valid to date, article is automatically retired

(Pg. 228/232)

Question 6

In the ServiceNow native platform, the service catalog can be accessed via the Self-Service > Service Catalog module. Your customer wants to make modifications to this home page, to add, remove and re-arrange the categories.
Users with what roles can make these edits? (Choose two.)

A. catalog_admin
B. sc_catalog_admin
C. catalog_editor
D. sn_catalog_homepage_write
E. admin

Answer 6

A. catalog_admin
E. admin

(Pg. 108)

Question 7

What would you use to create a New Hire Employee request which would allow you to order your workstation and company mobile?

A. Knowledge item
B. Record Producer
C. Catalog Item
D. Order Guide
E. Content Item

Answer 7

D. Order Guide

(Pg. 142)

Question 8

Which tool allows process owners to use natural language to automate approvals, tasks, notifications and other record operations with little to no code?

A. Workflow Mapper
B. Workflow Manager
C. Flow Designer
D. Flow Dashboard
E. Process Designer

Answer 8

C. Flow Designer

(Pg. 178)

Question 9

What process is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the catalog and ensuring that a central, accurate, and consistent source of data is provided?

A. Service portfolio management
B. Catalog item management
C. Service mapping
D. Service catalog management

Answer 9

D. Service catalog management

(Pg. 103)

Question 10

Your customer needs different catalogs for:Human Resources - employee facing - for submitting requests to HRCustomer - external customer facing - for ordering company products and servicesWhen these catalogs are created, in which table would the definition be stored?

A. Business Services Catalog [bs_catalog]
B. Catalog [sc_catalog]
C. Service Portfolio Catalog [sc_portfolio]
D. Service Offering Catalog [sn_offering]

Answer 10

B. Catalog [sc_catalog]

Question 11

When creating a catalog, which field specifies who can edit, update, and delete catalogs, categories, and catalog items?

A. Manager
B. Contributors
C. Owner
D. Editors

Answer 11

A. Manager

Question 12

Which type of catalog item may be found in a Service Catalog?

A. Requested Items
B. Record Producers
C. Categories
D. Execution Plans

Answer 12

B. Record Producers

Question 13

Which of the following are users able to do when configuring stages in Flow Designer? (Choose two.)

A. Display the stages to the requester
B. Create any number of stages
C. Import a copy of a pre-defined stage set
D. Define the stage set in a subflow

Answer 13

B. Create any number of stages
C. Import a copy of a pre-defined stage set

(Pg.176)

Question 14

When creating a catalog, which field specifies who is able to create, modify, and publish items in the catalog?

A. Editors
B. Item Admins
C. Item Owners
D. Authors

Answer 14

A. Editors

Question 15

When defining catalog categories and subcategories, what are some good practices to follow? (Choose two.)

A. Align categories with CMDB classes where possible
B. Keep the number of top-level categories to 8-10
C. Remember that items can only be assigned to one category
D. Do not go too deep with subcategories: go only 1-2 levels deep

Answer 15

B. Keep the number of top-level categories to 8-10

D. Do not go too deep with subcategories: go only 1-2 levels deep

(Pg.123)

Question 16

In request fulfillment, approvals can be required before a request can be fulfilled. Your customer is worried about requests getting stuck in the process flow, if the approver is on extended absence from the office.
What can you suggest to alleviate this concern? (Choose two.)

A. The approver can use the Delegate module to assign a person to approve on their behalf, while they are away from the office
B. The approver can set their approval notifications to forward to their personal email address
C. The approval can be defined as a group approval, where any member of the group can approve
D. The approver can set their approval notifications to auto-reply with “approved” in the subject line

Answer 16

A. The approver can use the Delegate module to assign a person to approve on their behalf, while they are away from the office

C. The approval can be defined as a group approval, where any member of the group can approve

Question 17

Released in Quebec, what tool enables you to delegate the creation and maintenance of common and simple use case Catalog Items to business users?

A. Catalog Wizard
B. Catalog Designer
C. Catalog Item Builder
D. Catalog Builder

Answer 17

D. Catalog Builder

Question 18

Request fulfillment relies on three record types, Requests, Requested Items, and Catalog Tasks. The lifecycle status of these records is reflected in a combination of state and stage fields. Which status field is set by the flow?

A. Stage on Requested item
B. Status on Request
C. State on Catalog Task
D. State on Requested Item

Answer 18

A. Stage on Requested item

Question 19

Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.
What Now Create assets do you recommend they review, to prepare? (Choose two.)

A. Service Catalog and Request Mgmt - Workshop Preparation Guide
B. Service Catalog and Request Mgmt - Process Guide
C. IT Service Management - Typical Challenges and Remediation
D. ITSM - Business Outcomes and Corresponding KPIs

Answer 19

A. Service Catalog and Request MGmt - Workshop Preparation Guide

B. Service Catalog and Request MGmt - Process Guide

(Pg. 19/118)

Question 20

Which role would give you access to the CI Class Manager?

A. ecmdb_admin
B. ecmdb
C. class_manager
D. sn_class_manager

Answer 20

A. ecmdb_admin