ITSM 2

1

In Change Management, which record should be modified to restrict when a Change can move to a specific state?

1

A customer would like to modify the wording that appears when a user selects Change > Create New. Which type of record must be adjusted?

1

Change Tasks generated by the Change Request - Normal Change tasks workflow should include:

1

When evaluating Change Request States in a Script Include, which is the preferred method for referencing a State?

1

Which of the following statements is true when the Change Management - Risk Assessment plugin is enabled?

1

Which of the following is NOT a method for creating Knowledge Articles within ServiceNow?

1

Which of the following represents how Knowledge Management subscriptions and article versioning are enabled?

1

Which mechanism is used to specify who can read Articles and who can contribute Articles in a Knowledge Base?

1

Which condition must be met to have a Knowledge Article display on the Knowledge Home Page in the Featured Content section?

1

What Knowledge Management capability allows users to ask and answer questions amongst peers within a Knowledge Base?

1

How is access to Knowledge Articles administered?

1

What are the primary record types in Configuration Management?

1

Given the class structure below, which types of CIs will be included in a report run against the cmdb_ci_computer table?

- cmdb
---- cmdb_ci
---- ---- cmdb_ci_hardware
---- ---- ---- cmdb_ci_computer
---- ---- ---- ---- cmdb_ci_server
---- ---- ---- ---- ---- ---- cmdb_ci_win_server
---- ---- ---- ---- ---- ---- cmdb_ci_linux_server
---- ---- ---- ---- ---- ---- cmdb_ci_unix_server
---- ---- ---- ---- cmdb_ci_pc_hardware

1

A customer has a requirement to include a Catalog Item to order Microsoft Access in several Categories so that users can find it easily. What is the best way to do this?

1

On a Service Catalog Item, a customer has a requirement that the start_date is before the end_date. Which approach is recommended to satisfy this requirement?

1

Which of the following can be used as a 'non-code' alternative for some Catalog Client Scripts to populate data on an Item?

1

For each Requested Item, a _________ enables the approval and delivery of that Item.

1

A Requested Item may be associated with one or more Requests.

1

Which of the following Service Catalog records may serve as a container for multiple Requested Items?

1

The Requested Item [sc_req_item] table is extended directly from the Task [task] table.

1

Primary tables associated with Request Fulfillment begin with the prefix __________.

1

Which one of the following represents the overall lifecylce of a Request?

1

In the baseline configuration for Service Catalog workflows, which of the following statements are true? Select all that apply

1

Which type of records use the default Variables Editor (formatter) to display Catalog Item Variables on a form?

1

Which of the following may NOT be published in a Service Catalog?

1

Which type of Service Catalog component allows a user to describe their needs, choose options, and then check out ordering multiple items at once according to their selections?

1

Which of the following is NOT a way Service Catalog Requests may be submitted in a baseline ServiceNow instance?

1

In knowledge management, which conditions must be met before the 'Import from Word' icon/ button appears on the Knowledge management Home page?

1

When a user selects Change > New, they are presented with a ___________ to select the type of change instead of being presented with a new Change form.

1

Change Conflict Detection Scheduled jobs run with increasing frequency as a Change approaches the Planned start date.

1

For the majority of Catalog Items, the customer requires Quantity and Price to be displayed. However, for one Item, the customer would like to omit these two fields. Which of the following approaches should be used to satisfy this requirement?

1

Database views must be used to report on Catalog Item Variables.

1

Which of the following describes the purpose of User Criteria when used in the Service Catalog application?

1

Which role is required to edit the Type field on a Change

1

When evaluating Change request states in a script include, which is the preferred method for referencing a State?

1

In the baseline platform configuration of Change Management, which of the following are controlled by the Change Request - Normal workflow?

1

Which of the following statements are correct for Standard Changes. Select all that apply.

1

When can a user (who has no assigned roles in the system) close an Incident?

1

Which of the following can be used to standardize the body of Outbound email notifications?

1

For an incident, which of the following are used when calculating the value of the Business Duration field?

1

Which type of record may be used to initiate the process to deploy a fix to an incident?

1

Which of the following DOES NOT describe the purpose of CMDB?

1

Which of the following Service Catalog varibale types are not supported in Mobile interfaces? Select all that apply.

1

The Requested Item table is extended directly from the Task table.

1

Which of the following statements are correct for Standard Changes and Standard Change Templates? Select all that apply.

1

The requested item table is extended directly from the task table

1

Which of the following functions is NOT enabled by the Change advisory board (CAB) workbench?

1

In the baseline platform configuration, the appropriate Workflow to be attached to a Change Request is determined based on _________ ?

1

XML exports of Knowledge Articles include Text but DO NOT include attachments.

1

When viewed through a Service Portal, Service Catalog Items may be formatted with a maximum of two columns.

1

Which of the following conditions can be evaluated by Change Management Conflict Detection? Select all that apply.

1

Which two fields are used to calculate priority on an Incident?

1

When an end-user (with no roles in the platform) submits an Incident using the Self-Service interface or Service Portal, Related Search Results automatically display search results from Knowledge Bases and Service Catalogs. These Related Search Results are a form of __________ ?

1

Which type of record may be used to initiate the process to deploy a fix to an Incident?

1

Which feature can Service Desk Agents use to ensure that Knowledge Articles they attach to Incidents are Article that are appropriate to share with Callers?

1

In the baseline platform configuration, a Configuration Item must be specified before Approvals are requested for a Change Request.

1

A Problem can be created from an Incident.

1

In the baseline configuration for Change Management, how do users access approved Standard Change templates?

1

Poorly managed and unplanned Changes often create
high volumes of _________?

1

Which process role is responsible for the smooth operation of the Change Management process within an organization?

Quiz on ITSM 2, created by Everlyn Yamamoto on 09/03/2020.

ITSM 2

In Change Management, which record should be modified to restrict when a Change can move to a specific state?

A customer would like to modify the wording that appears when a user selects Change > Create New. Which type of record must be adjusted?

Change Tasks generated by the Change Request - Normal Change tasks workflow should include:

When evaluating Change Request States in a Script Include, which is the preferred method for referencing a State?

Which of the following statements is true when the Change Management - Risk Assessment plugin is enabled?

Which of the following is NOT a method for creating Knowledge Articles within ServiceNow?

Which of the following represents how Knowledge Management subscriptions and article versioning are enabled?

Which mechanism is used to specify who can read Articles and who can contribute Articles in a Knowledge Base?

Which condition must be met to have a Knowledge Article display on the Knowledge Home Page in the Featured Content section?

What Knowledge Management capability allows users to ask and answer questions amongst peers within a Knowledge Base?

How is access to Knowledge Articles administered?

What are the primary record types in Configuration Management?

A customer has a requirement to include a Catalog Item to order Microsoft Access in several Categories so that users can find it easily. What is the best way to do this?

On a Service Catalog Item, a customer has a requirement that the start_date is before the end_date. Which approach is recommended to satisfy this requirement?

Which of the following can be used as a 'non-code' alternative for some Catalog Client Scripts to populate data on an Item?

For each Requested Item, a _________ enables the approval and delivery of that Item.

A Requested Item may be associated with one or more Requests.

Which of the following Service Catalog records may serve as a container for multiple Requested Items?

The Requested Item [sc_req_item] table is extended directly from the Task [task] table.