ServiceNow ITSM Implementation Certification Exam
2022 November with complete solution
ServiceNow provides what key IT services?
-IT
-Security Operations
-HR
-Customer Service
-Building Business Services
ITSM inculudes?
-Incident Management
-Problem Management
-Change Management
-Request Fulfillment
-and rely heavily on
Knowledge Management and CMDB
What are the types of workshops for ITSM
-Roadmap Workshop
-Process Workshops
-Technical Workshops
-Requirements Workshops
Roadmap workshop summary
-Create an actionable roadmap that guide the transition to the corresponding
servicenow applications and answer the questions:
Where would we like to be?
Where do we start?
How do we get there?
Process workshop summary
Include high level discussion about the process best practices, identification of the
existing processes and areas for improvement, a review of how the processes are
supported by ServiceNow application as well as alignment of customer workflows to
ServiceNow best practices.
Technical workshop summary
Outline configuration options to control scale-ability, maintainability and performance.
These interactive sessions are tailored to customer objectives and cover implementing
and maintaining applications on the platform. Technical workshops identify the technical
requirements for implementation.
Who/what role can delete a change request?
itil_admin
Who/what role can archive an incident?
itil
What are the outputs of requirements workshops?
Draft stories and input for story creation
Do (TC) Technical consultants attend requirements workshops?
,Yes typically at least one TC does and they demonstrate the 'as-is' functionality within
each ITSM application, encourages alignment with best practices and discourages over-
engineering.
When implementing SN, deleting demo data and loading foundation data is often
a first step. Foundation data includes?
Companies
Users
Groups
Roles
Departments
Locations
etc...
How can foundation data be brought into ServiceNow?
Manually in ServiceNow
Integration i.e LDAP or Business system
Imported.
This foundation data is used to configure security, access, approvals and ITSM
processes.
A user record has what relationships in terms of foundation data?
User:
-Can have zero to many user roles
-Can be a member of zero to many groups
-Is associated to one location
-Is associated to one department
-Is associated to one company
What can be nested with parent child relationships in terms of foundation data?
Companies
Departments
Locations
Groups
A group record has what relationships in terms of foundation data?
Group:
-Can have zero to many members
-Can have zero to many roles
CMDB aids ITSM processes by?
-Providing the capability to associate CI's to incident, problem or change records
-Identifying the respective support and approval groups
-Identifying the business critical of affected CI's to aid in prioritization and escalation
-Identifying potential upstream or downstream impacts.
Creating CI's in the CMDB can be done in what ways?
-Manual creation via the Configuration Management application modules
-Creation via Service Catalog fulfillment processes
-Import from external source
-Integration with 3rd party systems
-Automated discovery tool(s)
, How many classes extend the Base Configuration Item [cmdb]?
Over 500 classes
What is the base class for CMDB
base configuration item [cmdb]
What do all technical CI's extend from?
Configuration Item [cmdb_ci]
What do all NON technical CI's extend from?
base configuration item [cmdb]
What ServiceNow tool can be used to explore CMDB classes?
CI Class Manager
What should customers consider using when first beginning to design their
CMDB?
Consider using the base classes first
Where can CMDB base classes be found in the ServiceNow application menu?
Configuration>Base Items
What are the CMDB base items?
-Servers
-Computers
-Workstations
-Out-of-Band Devices
-Network Gear
-Printers
-Communication Devices
-UPSs
-Accessories
-Computer Peripherals
-Software
When defining a new CMDB class what is critical?
It is critical to determine the appropriate place in the class hierarchy
Where are CI relationships stored?
CI Relationships [cmdb_rel_ci]
What are the common ci relationship types?
-Connected by::Connects to
-Contains::Contained by
-Depends on::Used by
-Hosted on::Hosts
-Runs on::Runs
-Used by::Uses
How can you navigate to the CI Relationship data?
Type cmdb_rel_ci.list in the filter navigator. there is no module that links to the table.
If importing a spreadsheet containing Business Services and Servers how many
transform maps will be required to establish the relationships?
Three transform maps will be needed, one for the business service, one for the server
and one for the relationship.
What would a transform map to populate relationship data between business
services and servers look like?
2022 November with complete solution
ServiceNow provides what key IT services?
-IT
-Security Operations
-HR
-Customer Service
-Building Business Services
ITSM inculudes?
-Incident Management
-Problem Management
-Change Management
-Request Fulfillment
-and rely heavily on
Knowledge Management and CMDB
What are the types of workshops for ITSM
-Roadmap Workshop
-Process Workshops
-Technical Workshops
-Requirements Workshops
Roadmap workshop summary
-Create an actionable roadmap that guide the transition to the corresponding
servicenow applications and answer the questions:
Where would we like to be?
Where do we start?
How do we get there?
Process workshop summary
Include high level discussion about the process best practices, identification of the
existing processes and areas for improvement, a review of how the processes are
supported by ServiceNow application as well as alignment of customer workflows to
ServiceNow best practices.
Technical workshop summary
Outline configuration options to control scale-ability, maintainability and performance.
These interactive sessions are tailored to customer objectives and cover implementing
and maintaining applications on the platform. Technical workshops identify the technical
requirements for implementation.
Who/what role can delete a change request?
itil_admin
Who/what role can archive an incident?
itil
What are the outputs of requirements workshops?
Draft stories and input for story creation
Do (TC) Technical consultants attend requirements workshops?
,Yes typically at least one TC does and they demonstrate the 'as-is' functionality within
each ITSM application, encourages alignment with best practices and discourages over-
engineering.
When implementing SN, deleting demo data and loading foundation data is often
a first step. Foundation data includes?
Companies
Users
Groups
Roles
Departments
Locations
etc...
How can foundation data be brought into ServiceNow?
Manually in ServiceNow
Integration i.e LDAP or Business system
Imported.
This foundation data is used to configure security, access, approvals and ITSM
processes.
A user record has what relationships in terms of foundation data?
User:
-Can have zero to many user roles
-Can be a member of zero to many groups
-Is associated to one location
-Is associated to one department
-Is associated to one company
What can be nested with parent child relationships in terms of foundation data?
Companies
Departments
Locations
Groups
A group record has what relationships in terms of foundation data?
Group:
-Can have zero to many members
-Can have zero to many roles
CMDB aids ITSM processes by?
-Providing the capability to associate CI's to incident, problem or change records
-Identifying the respective support and approval groups
-Identifying the business critical of affected CI's to aid in prioritization and escalation
-Identifying potential upstream or downstream impacts.
Creating CI's in the CMDB can be done in what ways?
-Manual creation via the Configuration Management application modules
-Creation via Service Catalog fulfillment processes
-Import from external source
-Integration with 3rd party systems
-Automated discovery tool(s)
, How many classes extend the Base Configuration Item [cmdb]?
Over 500 classes
What is the base class for CMDB
base configuration item [cmdb]
What do all technical CI's extend from?
Configuration Item [cmdb_ci]
What do all NON technical CI's extend from?
base configuration item [cmdb]
What ServiceNow tool can be used to explore CMDB classes?
CI Class Manager
What should customers consider using when first beginning to design their
CMDB?
Consider using the base classes first
Where can CMDB base classes be found in the ServiceNow application menu?
Configuration>Base Items
What are the CMDB base items?
-Servers
-Computers
-Workstations
-Out-of-Band Devices
-Network Gear
-Printers
-Communication Devices
-UPSs
-Accessories
-Computer Peripherals
-Software
When defining a new CMDB class what is critical?
It is critical to determine the appropriate place in the class hierarchy
Where are CI relationships stored?
CI Relationships [cmdb_rel_ci]
What are the common ci relationship types?
-Connected by::Connects to
-Contains::Contained by
-Depends on::Used by
-Hosted on::Hosts
-Runs on::Runs
-Used by::Uses
How can you navigate to the CI Relationship data?
Type cmdb_rel_ci.list in the filter navigator. there is no module that links to the table.
If importing a spreadsheet containing Business Services and Servers how many
transform maps will be required to establish the relationships?
Three transform maps will be needed, one for the business service, one for the server
and one for the relationship.
What would a transform map to populate relationship data between business
services and servers look like?
