Service Catalog Flashcards
CSAP0141 ( Category: Service Catalog )
Navigate here for Catalog Items (full path)
✓Answer:
Service catalog > Catalog Definitions > Maintain Items
CSAP0361 ( Category: Service Catalog )
What are the two steps to define the fulfillment process for a service catalog item?
Plan
Flow
Roadmap
Workflow
✓Answer:
Flow
Workflow
CSAP0362 ( Category: Service Catalog )
When using the Service Portal, how do end users typically access the service catalog?
Under System Status
Under Request Something
In the Knowledge Base
In the Community
✓Answer:
Under Request Something
CSAP0363 ( Category: Service Catalog )
Which three aspects of the service catalog application can a user with only the Catalog Administrator role manage?
Catalog Items
Scripting functions
Catalogs
Categories
Business Rules
✓Answer:
Catalog Items
Catalogs
Categories
CSAP0365 ( Category: Service Catalog )
From the end user’s perspective, how are the products and services in the service catalog organized?
Tickets and Requests
Task and Subtasks
Incidents and Problems
Categories and Subcategories
✓Answer:
Categories and Subcategories
CSAP0380 ( Category: Service Catalog )
What represents multiple related request items grouped together as one request?
Catalog Item
Variable Set
Order Guide
Record Producer
✓Answer:
Order Guide
CSAP0381 ( Category: Service Catalog )
What is created when a user order orders several items? (3)
A variable
One or more Service Catalog Task (SCTASK) records
A request (REQ) record
A Request Item (RITM) record
A variable set
✓Answer:
One or more Service Catalog Task (SCTASK) records
A request (REQ) record
A Request Item (RITM) record
CSAP0407 ( Category: Service Catalog )
When you open a service catalog and click the order button what gets created?
REQ >RITM >TASK
Task
Item
✓Answer:
REQ >RITM >TASK
CSAP0422 ( Category: Service Catalog )
Where would you go to create an order guide
System properties > css
Service catalog > catalog definition > order guides and click new
Go to system definition > choice list
✓Answer:
Service catalog > catalog definition > order guides and click new
CSAP0464 ( Category: Service Catalog )
What are the options available for tailoring a catalog item to meet specific needs?
Categories
Catalog Items
Business Rules
Variables
✓Answer:
Variables
CSAP0471 ( Category: Service Catalog )
What is a collection of variables that can be reused across multiple catalog items?
VAR Collections
Lists
Variable Sets
Variable Groups
✓Answer:
Variable Sets
CSAP0495 ( Category: Service Catalog )
How is an HR Case fulfilled in the Service Catalog?
Order an item
Guided Setup
Record Producer
Request a Service
✓Answer:
Record Producer
CSAP0497 ( Category: Service Catalog )
Where do you navigate for the Service Catalog?
Self Service > Service Catalog
System Properties > My Catalog
System properties > Service Catalog
Self Service > My Catalog
✓Answer:
Self Service > Service Catalog
CSAP0517 ( Category: Service Catalog )
Restate the Catalog Administrator role from selections below:
catalog_editor
catalog_admin
catalog_manager
admin
✓Answer:
catalog_admin
CSAP0522 ( Category: Service Catalog )
What are the three things a user with only Catalog Administrator role can manage?
Catalog Items
Catalogs
Categories
Business Rules
✓Answer:
Catalog Items
Catalogs
Categories
CSAP0548 ( Category: Service Catalog )
From the list below name three Service Catalog Management Roles:
catalog_manager
catalog_editor
catalog_publisher
catalog_admin
✓Answer:
catalog_manager
catalog_publisher
catalog_admin
CSAP0556 ( Category: Service Catalog )
Where do you navigate to edit a catalog item?
Create Incident
Maintain Items
Service Portal
Service Catalogs
✓Answer:
Maintain Items
CSAP0563 ( Category: Service Catalog )
What is a robust ordering systems for users to request services and products?
Store Front
Service Catalog
Service Portal
Order Guide
✓Answer:
Service Catalog
CSAP0567 ( Category: Service Catalog )
How is a password reset fulfilled in the Service Catalog?
Request a service
Order an item
Record producer
Guided Setup
✓Answer:
Request a service
CSAP0574 ( Category: Service Catalog )
How is a laptop request fulfilled in the Service Catalog?
Guided Setup
Order an Item
Request a Service
Record Producer
✓Answer:
Order an Item
CSAP0594 ( Category: Service Catalog )
What are the groups of items displayed on a catalog homepage?
Variables
Business Rules
Categories
Catalog Items
✓Answer:
Categories
CSAP0607 ( Category: Service Catalog )
Which of the three things listed below are created when an order is placed for a catalog item?
RITM
SCTASK
VAR
REQ
✓Answer:
RITM
SCTASK
REQ
CSAP0610 ( Category: Service Catalog )
Who can manage all aspects of the Service Catalog, except scripting functions?
Administrator
Catalog Manager
Catalog Editor
Catalog Administrator
✓Answer:
Catalog Administrator
CSAP0620 ( Category: Service Catalog )
What are three common Service Catalog variable types?
Reference
Source
Multiple Choice
Select Box
✓Answer:
Reference
Multiple Choice
Select Box
CSAP0644 ( Category: Service Catalog )
What presents multiple catalog items grouped together logically as one request?
Order Guide
Catalog Item
Variable Set
Record Producer
Record Guide
✓Answer:
Order Guide
CSAP0641 ( Category: Service Catalog )
How is a software request fulfilled in the Service Catalog?
Record Producer
Guided Setup
Order an item
Request a service
✓Answer:
Order an item
CSAP0679 ( Category: Service Catalog )
How are products and services in the Service Catalog organized.
Tickets and Requests
Tasks and Subtasks
Incidents and Problems
Categories & Subcategories
✓Answer:
Categories & Subcategories
CSAP0716 ( Category: Service Catalog )
How do users generally access the Service Catalog from the portal?
Under Request Something
Under System Status
In the Knowledge Base
In the Community
✓Answer:
Under Request Something
CSAP0764 ( Category: Service Catalog )
Under which circumstance is the delegated request experience not supported?
If a single request for an item was made on behalf of multiple users
If two step checkout is enabled
If catalog item for self service is restricted
If the request was made using “Request for” variable type
✓Answer:
If two step checkout is enabled
CSAP0885 ( Category: Service Catalog )
A REQ in Service Request management is used to denote what?
An Asset
An Order
a Group
A CI
A Task
✓Answer:
An Order
CSAP0890 ( Category: Service Catalog )
Where to find Fulfilment Tasks for an REQ in ServiceNow?
Fulfillment Number (FNUM) > RITM > TSK (Number)
Fulfillment Number (FNUM) > REQ > TSK (Number)
Request Number (REQ) > RITM > TSK (Number)
✓Answer:
Request Number (REQ) > RITM > TSK (Number)
CSAP0921 ( Category: Service Catalog )
What is the purpose of an Order Guide?
To request items in a sequence
To bundle similar items to be requested by the user
To group items categorically
To retrieve items by subcategory
✓Answer:
To bundle similar items to be requested by the user
CSAP0954 ( Category: Service Catalog )
Which of the following items does the Service Catalog include?
Catalog items, record producers, change records
Catalog items, record producers, content items, incidents
Catalog items, record producers, content items
Catalog items, record producers, content items, problems
✓Answer:
Catalog items, record producers, content items
CSAP0971 ( Category: Service Catalog )
Service Catalog Flow consists of:
A list of tasks to complete the fulfillment process triggered by events
A fulfillment process with a set of actions and can send notifications to nominated users and groups
A fulfillment process which cannot send notifications but creates events
✓Answer:
A fulfillment process with a set of actions and can send notifications to nominated users and groups
CSAP0976 ( Category: Service Catalog )
What three things from the list below may be created when an order is place for a catalog item?
A Variable
A RITM
A Variable Set
One or more sc_task records
A REQ
✓Answer:
A RITM
One or more sc_task records
A REQ
CSAP1002 ( Category: Service Catalog )
Select the option below with types of variables in a Catalog item.
Characters, Images, Field Lists
Multiple Choice, Select boxes, Checkboxes
Multiple Select, Select Boxes, Checkboxes
✓Answer:
Multiple Choice, Select boxes, Checkboxes
CSAP1013 ( Category: Service Catalog )
From the list below, which is created in ServiceNow when you order an item from the Service Catalog?
Problem
Request
Change Request
Incident
Catalog
✓Answer:
Request
CSAP1019 ( Category: Service Catalog )
Select two roles required to update catalog items.
catalog_admin
config_admin
asset
catalog_creator
admin
✓Answer:
catalog_admin
admin
CSAP1028 ( Category: Service Catalog )
Sequence in a catalogue form is determined by?
Sequence field on the variable form
Order field on the variable form
Date of data creation of the variables
✓Answer:
Order field on the variable form
CSAP1438 ( Category: Service Catalog )
Which is the correct path for getting to Record Producers?
Self Service > Record Producers
Service Catalog > Catalog Definitions > Record Producers
Service Catalog > Catalogs > Record Producers
✓Answer:
Service Catalog > Catalog Definitions > Record Producers
CSAP1444 ( Category: Service Catalog )
What is the path to Service Catalog?
✓Answer:
All > Self-Service > Service Catalog
CSAP1449 ( Category: Service Catalog )
Which three items from below match the features of ordering an item?
Mobile phone
Create an incident
Laptop
HR Case
Software request
✓Answer:
Mobile phone
Laptop
Software request
CSAP1450 ( Category: Service Catalog )
Which two items from below match the features of requesting a service?
Password reset
Order a mobile phone
Create an incident
New electrical drop
✓Answer:
Password reset
New electrical drop
CSAP1743 ( Category: Service Catalog )
Name three facts about Service catalog categories.
*Categories cannot not have a parent-child relationship.
*Categories can have a parent-child relationship, such as IT and Laptops.
*A child category is a subcategory of its parent category. Each Catalog Item, Order Guide, Record Producer, Content Item, and subcategory appears as a single item within the category.
*In the Service Catalog, users locate a category for an item or service they want to order, and then click the subcategory link.
*A base category is a subcategory of its parent category. Each Catalog Item, Order Guide, Record Producer, Content Item, and subcategory appears as a single item within the category.
✓Answer:
*Categories can have a parent-child relationship, such as IT and Laptops.
*A child category is a subcategory of its parent category. Each Catalog Item, Order Guide, Record Producer, Content Item, and subcategory appears as a single item within the category.
*In the Service Catalog, users locate a category for an item or service they want to order, and then click the subcategory link.
CSAP1448 ( Category: Service Catalog )
Which two items from below match the features of a Record Producer?
Order a mobile phone
Create an incident
HR Case
Password reset
✓Answer:
Create an incident
HR Case
CSAP1744 ( Category: Service Catalog )
What gives you the ability to dynamically control the ordering options from user to user & be defined for groups that use a Catalog?
✓Answer:
Views
CSAP1745 ( Category: Service Catalog )
To create a new variable set, navigate to:
All > Service Catalog > Catalog Variables > Variable Sets
All > Service Catalog>Catalog Variables> Maintain Items
All > Service Catalog>Catalog Variables> Variables
All > Service Catalog> Variable Sets
✓Answer:
All > Service Catalog > Catalog Variables > Variable Sets
CSAP1748 ( Category: Service Catalog )
To ensure that standard service catalog processes are followed, such as initiating workflows as expected:
Create requested item records from record producers. Instead of creating requested item using catalog items.
Do not create requested item records from record producers. Instead, create requested item using catalog items.
✓Answer:
Do not create requested item records from record producers. Instead, create requested item using catalog items.
CSAP1750 ( Category: Service Catalog )
Which of the two items are not stages in Service Catalog fulfillment?
Waiting for order (In Progress)
Approved
Pending (has not started)
Fulfillment (In Progress)
Sending
Completed
✓Answer:
Waiting for order (In Progress)
Sending
CSAP1751 ( Category: Service Catalog )
Which of the two items are not stages in Service Catalog fulfillment?
Waiting for approval (In Progress)
Closed
Approved
Deployment Fulfillment
✓Answer:
Closed
Deployment Fulfillment
