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Exam Preparation

Questions in the exam are based on official training material provided by ServiceNow over different official platforms.
Also the information in the following pieces of training is the source for the exam. Hence, Candidates should complete the following training courses before appearing for the certification exam.

• ServiceNow ITSM Implementation
• ServiceNow ITSM Fundamentals

On successful completion of training, candidates will receive voucher codes, using which they can register for the examination.

Apart from this, ServiceNow recommends candidates to go through the following pieces of training and courses for better understanding of platform and development fundamentals

• Mobile Development Fundamentals (On-demand)
• Knowledge Management Fundamentals (On-demand)
• Automated Test Framework (ATF) Fundamentals (On-demand)
• ServiceNow Implementation Methodology (SIM) Fundamentals (eLearning)
• CIS-IT Service Management Exam Prep
• ServiceNow Platform Implementation (ILT)
• Service Portal Fundamentals (On-demand)
• Knowledge Management Implementation (On-demand)
• Major Incident Management (On-demand)

Candidates can get the details for these pieces of training on Now Learning portal

The certification exam also verifies the ability of the candidate to practical experience and expertise of the candidate, hence candidates with following work experience or knowledge will always have an upper hand during the examination

• General familiarity with industry terminology, acronyms, and initial-isms
• At least six months of hands-on experience working on ServiceNow Platform
• At least six months of hands-on experience in implementing applications on ServiceNow Platform

Q69. Which table stores CI Relationship data?

 cmdb_ci_relation

 cmdb_ci_rel

 cmdb_relation_ci

 cmdb_rel_ci

Q70. Which of the following reports are available for incidents in the baseline instance? (Choose three.)

 Closed Incidents

 Incidents Open per Month

 Critical Open Incidents

 Incidents Open per Week

 Incidents by Priority and State

Q71. Which one of the following is the GOAL of Incident Management?

 An unplanned interruption to IT service or reduction of the quality of an IT service

 Conduct root-cause analysis to determine and resolve the cause of events

 Prevent disruptions to normal service operations to maximize user productivity

 Restore normal service operation as quickly as possible with minimal disruption to the business

Explanation
ITIL Definitiion of Incident Management:
The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. ‘Normal service operation’ is defined here as service operation within service-level agreement (SLA). It is one process area within the broader ITIL and ISO 20000 environment.

Q72. Which of the following represents how Knowledge Management subscriptions and article versioning are enabled?

 Customizations to Knowledge Management

 Features are enaled by default in baseline Jakarta instances

 Knowledge Base setting on each Knowledge Base

 Activation of the Knowledge Management Advanced Plugin

Q73. XML exports of Knowledge Articles include Text but DO NOT include attachments.

 True

 False

Explanation
Limitations for Service Portals
* Formatters may contain a maximum of 2 columns.
* Variable Sets with formatters may contain a maximum of 2 columns.
* Widgets should be used instead of Macros and Macros with Labels.
* UI Pages are not supported

Q74. The contextual search feature allows end users to see related knowledge articles, catalog items, resolved incidents and resolved problems to help them solve their problem before they raise an incident.

 True

 False

Related resolved & open incidents and resolved & open problems don’t appear to end users. End users can only see related knowledge articles and catalog items.

Q75. Which plugin should be installed to enable creating known error articles from problems?

 com.snc.best_practice.problem.madrid.knowledge

 com.snc.best_practice.knowledge

 com.snc.known_error.problem.madrid.knowledge

 com.snc.best_practice.problem.knowledge

Q76. Which module is used to view a list of Knowledge Bases?

 Knowledge Base > All

 Knowledge > Knowledge Bases > All

 Knowledge > Administration > Knowledge Bases

 Knowledge Base > Administration > All

Q77. When does the requested item workflow initiate?

 Upon confirmation by the requester

 There’s no workflow attached to requested items

 Upon submission of the request

 Upon approval of the request

Q78. The administrator of Universal Containers is testing an approval process in a recently refreshed Developer Pro sandbox and is finding that none of the notification emails are being sent to the approvers.
Which two reasons could be the cause? (Choose two.)

 The email addresses for the users are incorrect.

 The Deliverability Access Level setting is incorrect.

 HTML templates are NOT available in sandboxes.

 Workflow emails only work in Full sandboxes.

Q79. Which plugin should be activated to enable Article Versioning in Knowledge Management?

 Knowledge Management Advanced Features

 Knowledge Management Versioning

 Knowledge Management Advanced Installer

 None of the listed answers

Explanation
The Knowledge Management Advanced Installer is available to be enabled by system administrators. It is available since Jakarta release.

Q80. How will the system behave if “com.snc.incident.autoclose.based on.resolved_at” property was set to No?

 The auto-closure feature will be disabled.

 The auto-closure feature will be disabled for incidents created in the future but will remain enabled for existing incidents.

 The auto-closure feature will run based on the updated date.

 The auto-closure feature will run based on the resolution date.

Q81. 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?

 Set both ‘No Quantity’ and ‘Omit Price in Cart’ to true on the catalog item.

 Cart options are set using system properties and can not be changed for individual items.

 Set ‘Use cart Layout ‘ to false on the Catalog Item and set both ‘No Quantity’ and ‘Omit Price in Cart’ to true.

 Write a catalog client script for the item and use g_form.setDisplay() to hide each field.

Q82. Which of the following are valid ways to change a problem’s state to Closed? (Choose all that apply.)

 Manually change the state to Closed.

 Automatically 7 days after being resolved.

 Click on the Complete button.

 Empty the “Assigned to” the “Assignment group” fields.

 Automatically 10 days after being resolved.

In the baseline instance, there’s no automatic closure of problems. Users cannot change the state from the State field because it is disabled. User should click on the Complete button.

Q83. Which module to use in order to configure creating requests via email?

 Request Management > Email > Inbound Action

 Request Management > Inbound Action

 System Policy > Inbound Actions

 System Policy > Email > Inbound Actions

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