Udemy Practice Test 2 - Missed Questions

Question 1

What are the goals of Incident Management?

Answer 1

Explanation
The ServiceNow Incident Management application restores normal service operations while minimising the impact on business operations and maintaining quality.

1. Here are the goals of incident management:
2. Restore a normal service operation as quickly as possible,
3. Classify incidents as you record them, and
   Ensure that the best possible service quality and availability levels are maintained.

Implementing permanent solutions or sufficient workaround is the goal of problem management.

Question 2

What is the goal of Change Management?

Answer 2

Explanation
The goal of change management is to ensure that beneficial changes are made with minimal disruption to IT services, particularly the number of incidents that result from changes.

Also, to ensure that standardised procedures are used to handle changes promptly and efficiently.

The other options are the goal of incident management.

Question 3

What module/plugin enables you to calculate the probability of a change request completing successfully without issues?

Answer 3

Explanation
The ‘Change Management - Success Probability’ plugin enables you to calculate the probability of a change request completing successfully without issues

The success probability for a change request is calculated based on the methods:

1. Change Model Success,
2. Change Success Score, and
3. Calculated.

The Change Model Success and Change Success Score values are stored in the change probability success model table [sn_chg_probability_model_success].

The Calculated values are stored in the change probability calculated table[sn_chg_probability_calculated_lookup].

Question 4

Which of the following are among the Incident resolution codes?

Answer 4

Explanation
You can capture the nature of the resolution provided for an incident with the updated resolution codes. This information can be used for better reporting and trend analysis.

The following resolution codes are introduced to help you understand how an incident is resolved.

Duplicate
Known error
No resolution provided
Resolved by caller
Resolved by change
Resolved by problem
Resolved by request
Solution provided
Workaround provided
User error

Question 5

What is a Known Error?

Answer 5

A known error is any problem with a root cause and a workaround.

Question 6

What can you use to drive priority, assignments, and approvals for all ITSM processes?

Answer 6

Explanation
With the ServiceNow Configuration Management Database (CMDB) application, you can build logical representations of assets, services, and the relationships between them that comprise the infrastructure of your organization. Details about these components are stored in the CMDB, which you can use to monitor the infrastructure, helping ensure integrity, stability, and continuous service operation.

You can use core features such as CMDB Health, CMDB Identification and Reconciliation, and CMDB CI Lifecycle Management to monitor and detect health issues, reconcile data integrity issues, and manage the data life cycle.

You can use CI meta data to drive priority, assignments, and approvals for all ITSM processes.

Question 7

What fields are copied across when a change request is created from an Incident form?

Answer 7

Explanation
When you create Normal, Standard, or Emergency Change from an Incident record, these fields are copied from the Incident form:

short_description
description
cmdb_ci
priority
company.

• The value of incident Urgency is not copied when a change request is created from an incident.

The form for the new record appears and is already saved. Some specific fields are copied to the newly generated record from the incident. You can find a reference for the newly created task record in the Related Records section of the Incident form.

Question 8

Where do you navigate the Now Platform to see a list of catalogue items?

Answer 8

Explanation
It would be best if you navigated to:

Service Catalog > Catalog Definitions > Maintain Items

to see a list of catalogue items in the Now Platform.

Question 9

Which of the following can you do in a multi-row variable set (MRVS)?

Answer 9

Explanation
You can use a multi-row variable set (MRVS) to capture variable data in a grid layout while submitting a catalogue item request for a group of entities. Here are some notes to consider:

You can configure an MRVS variable to disallow duplicate values.

You can hide a variable in the MRVS, so it does not appear when the modal is open.

The Map to field functionality is not supported for variables used in an MRVS.

You cannot add variables with the read roles in an MRVS.

An MRVS is not displayed when added within a container.

Question 10

What role is required to create record producers to log incidents directly from the Service Catalogue?

Answer 10

Explanation
The ServiceNow Service Catalog application provides a requester view of the available services and products offered by departments within your organization.

Using Service Catalog, you can create a catalogue and define items and categories within the catalogue.

catalog_admin or admin role is required to create record producers to log incidents directly from the Service Catalogue.

Incident record producers provide users with an interface from which they can log an incident.

You can create a record producer for tables and database views in the same scope as the record producer. Also, for tables that allow creating access from applications in other scopes.

Question 11

Each time a knowledge article is viewed, a record is added to which table?

Answer 11

Explanation
A record is added to the Knowledge Use [kb_use] table each time a Knowledge article is viewed.

The record includes fields to identify the user who viewed the article and whether it was attached to a Task.

Question 12

What represent the planned phases that a release will have, which are used to group the tasks required to carry out the release?

Answer 12

Explanation
Release Phases represent the planned phases that a release will have, which are used to group the tasks required to carry out the release.

Products represent the hardware or software for which releases will be built and can be linked with a business service in the CMDB to link it with other ITIL processes.

Features represent the individual changes being made to the product and may be associated with a configuration item or with a change request and with a parent release.

Release Tasks represent any of the tasks required to implement a feature of a product.

Question 13

What type of relationship is recommended between Incident and SLA tables to report on incidents resolved by SLA per incident category?

Answer 13

Explanation
Incident SLA [incident_sla] is a database view that joins incident to SLA (task_sla) to report things like incidents resolved by SLA per incident category.

This database view helps you see how well the incidents that are subject to a Service Level Agreement meet the deadlines of those SLAs.

Here are some of the indicators that are used in the Incident SLA Management dashboard:

Number of open and overdue incidents
Number of open incidents that should be resolved in time
% open and overdue incidents
Number of incidents resolved in time
Number of incidents resolved that should have been resolved in time
% incidents resolved in time
Average Resolution Time In Hours For Resolved Incident SLA Tasks
Total resolved Incident SLA tasks
Number of incident assignments responded to in time
Number of incident assignments that should have been responded to in time
Number of open and overdue incident assignments
Number of open incident assignments that should be responded to in time
% incident assignments responded to in time
% open and overdue incident assignments
Summed duration time of resolved incident SLA tasks in hours

Question 14

What application can you use to deliver solution definitions for incident and major incident management?

Answer 14

Explanation
ServiceNow Predictive Intelligence is a platform function that provides a layer of artificial intelligence that empowers features and capabilities across ServiceNow applications to provide better work experiences.

You can deliver solution definitions for Incident and Major Incident Management by activating the following Predictive Intelligence plugins through the Now Support Service Catalog:

Predictive Intelligence for Incident Management (com.snc.incident.ml_solution) plugin

Predictive Intelligence for Major Incident Management (com.snc.incident.mim.ml_solution) plugin

Question 15

Which of the following record type can you create from an Incident?

Answer 15

Explanation
Create a problem, change, or request record from an incident. When the cause of an incident is an error or widespread issue, a problem is generated from the incident. When the issue requires a change to the infrastructure or a business service, a change record is created from the incident. When the resolution for the user is to request hardware or software, a request is created from an incident.

You can create Outage, Problem, Request, Child Incident, Normal Change, Standard Change, and Emergency Change from an Incident out of the box via the additional actions menu on the top left-hand side of the Incident form.

Question 16

Which knowledge feedback option CANNOT be disabled at the knowledge base level?

Answer 16

xplanation
You can submit feedback for knowledge articles in these ways:

Flag an article as incorrect or inappropriate.

Provide a rating value for the article.

Mark an article as helpful or not helpful.

View comments, add a new comment, or reply to existing comments.

All of the above knowledge feedback options can be disabled at the knowledge base level.

If ‘Disable Suggesting’ is checked at the Knowledge Base level, the ‘Flag Article’ button does not appear for any articles belonging to that knowledge base.

If the ‘Disable rating’ is checked at the Knowledge Base level, the star rating option does not appear for any articles belonging to that knowledge base.

If the ‘Disable Mark as helpful’ is checked at the Knowledge Base level, the ‘Mark as helpful’ option does not appear for any articles belonging to that knowledge base.

If the ‘Disable commenting’ is checked at the Knowledge Base level, writing comments to an article is disabled for all articles belonging to that knowledge base.

Question 17

What are the functionalities of the Change Advisory Board (CAB) Workbench?

Answer 17

Explanation
The Change Advisory Board (CAB) workbench enables a CAB manager to schedule, plan, and manage CAB meetings.

CAB meetings are typically intended to review and authorise change requests and review recently implemented changes. A standard agenda with the relevant change request details enables the CAB members to conduct risk and impact analysis before the CAB meeting.

The CAB workbench assists you in managing CAB meetings in the following ways:

Define a schedule for CAB meetings
Define CAB meeting attendees
Define CAB meeting agenda
View change calendar
Approve or reject a change request
View and record meeting notes

You can use the CAB Workbench effectively with these new functionalities:

Ability to review and approve standard and pre-approved change proposals in the CAB.
Ability to allow a delegate to capture CAB meeting minutes

Question 18

What can be set up to auto-assign all new Hardware category Incidents to a specific group?

Answer 18

Explanation
Data lookup rules, assignment rules, business rules and predictive intelligence can be used to auto-assign all new Hardware category Incidents to a certain group.

When creating new assignment rules, keep in mind that business rules can take precedence over assignment rules when they run after the assignment rule. Data lookup rules take precedence over assignment rules because they always run after.

Data lookup rules, assignment rules and business rules run in the following order:

1. All ‘before’ business rules that run on a record insert with an order value less than 1000.
2. All ‘before’ engines run, including assignment rules.
3. All ‘after’ engines run, including data lookup rules.
4. All ‘before’ business rules that run on a record insert with an order value greater than or equal to 1000.
5. All ‘after’ business rules that run on record insert.

Question 19

Who can contribute if no User Criteria are specified for ‘Can Contribute’ in a Knowledge Base?

Answer 19

Explanation
If no User Criteria is specified for Can Contribute, only the Knowledge Base Owner and Knowledge Base Managers are able to contribute.

Question 20

What records CANNOT be created from the Major Incident Workbench?

Answer 20

xplanation
The major incident workbench is a single pane view designed for major incident managers, communication managers, and resolver groups. The workbench helps to manage major incidents by aggregating and providing actionable information.

To navigate to the major incident workbench, open a major incident or a major incident candidate and click View Workbench on the form header.

To navigate to the major incident workbench, open a major incident or a major incident candidate and click View Workbench on the form header.

You cannot create Problem records from the Major Incident Workbench.

Question 21

What is Configuration Management Database (CMDB)?

Answer 21

Explanation
Configuration Management Database (CMDB) is a database used to store configuration records throughout their lifecycle.

Question 22

Which of the following change request information is available for change approvers within the approval record?

Answer 22

Explanation
Users with the approval_user role, who approve change requests, do not have access to the change request itself.

The following information is made available within the approval record to help these users make the right approval decision:

Number
Requested by
Configuration Item
Type
Planned Start Date
Planned End Date
Risk
Impact
Short Description
Description
Justification
Implementation plan
Risk and impact analysis
Backout plan
Test plan.

You can also add the approval history to the change request activity log. Click the activity filter icon and select Approval history from the list.

The activity log is updated when there is a change in the approval process, such as approval, rejection, or comments.

Question 23

What two service catalogues come with the demo data within ServiceNow?

Answer 23

Explanation
Demo data within ServiceNow includes two service catalogues:

Service Catalog and Technical Catalog.

Additional catalogues can be added as per the business requirements

Question 24

What variable type should be used for the requester when requesting a catalogue item on behalf of another user?

Answer 24

Explanation
You can request a catalogue item on behalf of another user or multiple users using the Requested For variable.

Question 25

What model/standard across applications helps track life cycle stages and stage statuses for CIs effectively?

Answer 25

Common Service Data Model (CSDM) provides standard fields and values for tracking life cycle stages and stage statuses for CIs.

Using these standard values consistently across applications helps track assets through their life cycle effectively.

Streamline life cycle management by migrating all life cycle fields and field values across the platform into a CSDM standard set of fields with a standard set of values.

Then, to maintain consistency, continue to use only the standard fields and values when updating or creating CIs.

Use a pre-populated mappings table that specifies mappings from legacy life-cycle fields and values into the standard Life cycle stage and Life cycle status fields.

Implement these standards to help monitor and manage asset life cycles effectively.

Using standard life cycle values is important in scenarios such as:

Event Management and Operational Intelligence need to know if a CI is in maintenance to handle alerts accordingly.

Cloud Insights need to know the state of a CI to report cost data effectively.

Audit and Compliance need to use standard life cycle values to generate consistent tasks and workflows.

You must activate life cycle migration to migrate legacy life cycle values in the system to the CSDM standard fields and values.

Question 26

Which of the following scenarios could result in scheduling conflicts in a change request?

Answer 26

In the Conflicts tab, click Check Conflicts to run a manual check. This compares the change schedule and CI against existing changes to identify conflicts.

Displayed results can help you ensure that the change is:

Not scheduled during a blackout time period.

Scheduled during an approved maintenance window for the associated CIs.

Not scheduled during a time period that conflicts with other changes for related CIs.

Not scheduled when the assignee of a change request is already assigned to another change request scheduled on the same date and time.

Question 27

What is the minimum role required to create a major incident candidate or propose an existing incident as a major incident candidate?

Answer 27

You can create a major incident candidate in multiple ways. After a major incident candidate is created, the major incident manager evaluates the candidate and decides whether the candidate should be promoted to a major incident.

Role required: itil, sn_incident_write, or admin

Anyone with the itil role can create a major incident candidate or propose an existing incident as a major incident candidate.

All candidates will need to be reviewed and accepted before becoming a major incident.

You can perform any of the following actions:
Create major incident trigger rules
Propose an incident as a major incident candidate manually
Create a candidate from application navigation

Question 28

What are the different ways for approvers to take approval action?

Answer 28

Explanation
The approver can take approval action from:

1. The links in the approval notification email,
2. The My Approvals card on the Service Portal,
3. The Service Desk > My Approvals or Self-Service > My Approvals module,
4. The ServiceNow Mobile application.