Platform/General

Question 1

ITSM guided setup helps with the import of the foundational data which is:

a) Companies, Users, Locations
b) Groups, Group memberships, Roles

Answer 1

a) Companies [core_company], Users [sys_user], Locations [cmn_location]

(also roles, groups, departments etc)

Question 2

What functionality of SN can you use to allow users to chat to get support, also allowing an Incident to be created directly from the Chat window?

Answer 2

ServiceNow Connect

Question 3

SLA’s use percentage milestones to trigger notifications?

Answer 3

True

Question 4

When does an SLA pause?

Answer 4

When the Pause conditions in the SLA Definition are met

Question 5

How can foundational data be configured? (3)

Answer 5

Directly within SN

Integration with LDAP/Business System

Imported from spreadsheets

Question 6

What are the Agent Workspace components?

Answer 6

Tabs
Notifications
Form Header
UI Actions
Ribbon
Form pane
Action and Components
Activity Stream
Contextual Side Panel

Question 7

What are the types of workshops for ITSM?

Answer 7

Roadmap Workshop

Process Workshops

Technical Workshops

Requirements Workshops

Question 8

What are the outputs of requirements workshops?

Answer 8

Draft stories and input for story creation

Question 9

What can be nested with parent child relationships in terms of foundation data?

Answer 9

Companies
Departments
Locations
Groups

Question 10

Where can priority matrix values based on Impact and Urgency be updated?

Answer 10

In the Priority Data Lookups table, no scripting is required to calculate values

System Policy > Rules > Priority Lookup Rules