ServiceNow CIS ITSM Exam Prep Solved
A problem awaiting a change will automatically close when the change has a state of
closed complete?
True or False? - ANSWER-True
All of the approvals and states match on the REQ form except which two? - ANSWER-
approval: Pending approval = state: requested
approval: approved = state: in progress
Approvals are based on change type (t/f) - ANSWER-True
Benchmarks or KPIs for Incident - ANSWER-% of:
high priority incidents resolved
incidents resolved on first assignment
Incidents resolved within SLA
Reopened Incidents
Avg time to:
resolve high priority incident
resolve incident
Benchmarks/KPIs of Change - ANSWER-% of emergency changes
% of failed changes
Avg time to close a change
Catalog client scripts (general information) - ANSWER-Control behaviro of items when
presented to users
used to validate content, or populate fields based on data entered by user (ex: onLoad,
onChange, onSubmit)
Catalog UI policies (general information) - ANSWER-Allows variables to be set to read
only, etc.
Work on order form, RITM and SCTASK forms
May be included in variable sets
Cannot use g_scratchpad
Describe changes on hold - ANSWER-Any change can be placed on hold as long as it
is not in closed or canceled state (by clicking checkbox)
On Hold changes must have a reason field completed (ui policy only displays when on-
hold is true
When checked, the on-hold field on change tasks is set to true as well.
Describe the data structure for Change - ANSWER-Change table is extended from Task
Change task table is extended from Change
,Describe the incident SLA stages and color coding: - ANSWER-In progress (yellow)
Condition Met (green)
Condition not met (Red) - SLA may be in progress, paused, cancelled or completed
state.
* See this on the Task SLA tab on the incident form.
Describe the inheritance as it relates to Incident table - ANSWER-Incident inherits from
task table.
Incident_task inherits from incident table.
Describe Topic = News - ANSWER-Can auto publish
Shows in widgets used in homepages and dashboards
Automatically set when Post News is checked in Problem
Describe what the Communicate Workaround UI action does. - ANSWER-Copies
workaround to Active related incidents
Passes most recent workaround entry that was logged
Notifies caller on the active related incidents and the Watch List and Assignee
Describe what the Resolve Incidents UI action does. - ANSWER-Executes on related
incidents in the state of On Hold with a reason of Awaiting problem
Sets incident state to resolved
Copies problem resolution code and notes to incident
Facts about Change tasks - ANSWER-1. They can be assigned to individuals or groups
2. They can be automated and triggered by the workflow
3. Can be manually created during the New-Planning stage)
4. Information from the change record can be copied to the task form
For a standard change, how would it progress through the process flow formatter? -
ANSWER-New
Schedule
Implement
Review
Closed/Canceled
** would not hit the Assess or Authorize options since it is pre-approved
For an emergency change, how would it progress through the progress flow formatter? -
ANSWER-New
Authorize
Schedule
Implement
Review
Closed/Canceled
, ** would not hit the Assess option since it's time sensitive
Functional Roles for Change Management - ANSWER-Change Manager
Technical Support
Manager/Reviewer
Change Advisory Board (CAB)
Implementer/Fulfiller
Functional Roles in Incident - ANSWER-1. Process Owner
2. Service Desk Analyst
3. Technical Support
Functional Roles of Problem management - ANSWER-Problem Manager
Tech Support
Vendor
How can external content be handled in knowledge? - ANSWER-Imported through an
import job (can be scheduled)
Content should be processed and sanitized
Content must be WEB DAV compliant
Must enable KM External content integration plugin
How can you access variables in a record producer script? - ANSWER-
producer.<variablename>
How can you add something to the copy change functionality (example: work notes) -
ANSWER-Validate the enable copy change property is set to true, add the field to the
list of attributes that will be copied.
How can you associate additional CIs or services to a change request? - ANSWER-
Using the Add button on related lists
with dependency view maps
How can you create knowledge from a problem record? - ANSWER-1. Knowledge
checkbox-creates a draft article
2. Communicate Workaround related link
3. Post Knowledge - creates a draft article
4. Post News - creates a draft article with topic of News
How can you determine the number of catalogs? - ANSWER-Consider the number and
type of services offered, the audience, and how to delegate administration of the
catalogs.
How can you have version control in Knowledge? How does versioning work? -
ANSWER-Turn on the advanced plugin to have versions.
Every save is a minor version increment.
A problem awaiting a change will automatically close when the change has a state of
closed complete?
True or False? - ANSWER-True
All of the approvals and states match on the REQ form except which two? - ANSWER-
approval: Pending approval = state: requested
approval: approved = state: in progress
Approvals are based on change type (t/f) - ANSWER-True
Benchmarks or KPIs for Incident - ANSWER-% of:
high priority incidents resolved
incidents resolved on first assignment
Incidents resolved within SLA
Reopened Incidents
Avg time to:
resolve high priority incident
resolve incident
Benchmarks/KPIs of Change - ANSWER-% of emergency changes
% of failed changes
Avg time to close a change
Catalog client scripts (general information) - ANSWER-Control behaviro of items when
presented to users
used to validate content, or populate fields based on data entered by user (ex: onLoad,
onChange, onSubmit)
Catalog UI policies (general information) - ANSWER-Allows variables to be set to read
only, etc.
Work on order form, RITM and SCTASK forms
May be included in variable sets
Cannot use g_scratchpad
Describe changes on hold - ANSWER-Any change can be placed on hold as long as it
is not in closed or canceled state (by clicking checkbox)
On Hold changes must have a reason field completed (ui policy only displays when on-
hold is true
When checked, the on-hold field on change tasks is set to true as well.
Describe the data structure for Change - ANSWER-Change table is extended from Task
Change task table is extended from Change
,Describe the incident SLA stages and color coding: - ANSWER-In progress (yellow)
Condition Met (green)
Condition not met (Red) - SLA may be in progress, paused, cancelled or completed
state.
* See this on the Task SLA tab on the incident form.
Describe the inheritance as it relates to Incident table - ANSWER-Incident inherits from
task table.
Incident_task inherits from incident table.
Describe Topic = News - ANSWER-Can auto publish
Shows in widgets used in homepages and dashboards
Automatically set when Post News is checked in Problem
Describe what the Communicate Workaround UI action does. - ANSWER-Copies
workaround to Active related incidents
Passes most recent workaround entry that was logged
Notifies caller on the active related incidents and the Watch List and Assignee
Describe what the Resolve Incidents UI action does. - ANSWER-Executes on related
incidents in the state of On Hold with a reason of Awaiting problem
Sets incident state to resolved
Copies problem resolution code and notes to incident
Facts about Change tasks - ANSWER-1. They can be assigned to individuals or groups
2. They can be automated and triggered by the workflow
3. Can be manually created during the New-Planning stage)
4. Information from the change record can be copied to the task form
For a standard change, how would it progress through the process flow formatter? -
ANSWER-New
Schedule
Implement
Review
Closed/Canceled
** would not hit the Assess or Authorize options since it is pre-approved
For an emergency change, how would it progress through the progress flow formatter? -
ANSWER-New
Authorize
Schedule
Implement
Review
Closed/Canceled
, ** would not hit the Assess option since it's time sensitive
Functional Roles for Change Management - ANSWER-Change Manager
Technical Support
Manager/Reviewer
Change Advisory Board (CAB)
Implementer/Fulfiller
Functional Roles in Incident - ANSWER-1. Process Owner
2. Service Desk Analyst
3. Technical Support
Functional Roles of Problem management - ANSWER-Problem Manager
Tech Support
Vendor
How can external content be handled in knowledge? - ANSWER-Imported through an
import job (can be scheduled)
Content should be processed and sanitized
Content must be WEB DAV compliant
Must enable KM External content integration plugin
How can you access variables in a record producer script? - ANSWER-
producer.<variablename>
How can you add something to the copy change functionality (example: work notes) -
ANSWER-Validate the enable copy change property is set to true, add the field to the
list of attributes that will be copied.
How can you associate additional CIs or services to a change request? - ANSWER-
Using the Add button on related lists
with dependency view maps
How can you create knowledge from a problem record? - ANSWER-1. Knowledge
checkbox-creates a draft article
2. Communicate Workaround related link
3. Post Knowledge - creates a draft article
4. Post News - creates a draft article with topic of News
How can you determine the number of catalogs? - ANSWER-Consider the number and
type of services offered, the audience, and how to delegate administration of the
catalogs.
How can you have version control in Knowledge? How does versioning work? -
ANSWER-Turn on the advanced plugin to have versions.
Every save is a minor version increment.
