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NEW QUESTION 1
Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency.
Which module should you use to locate and update the Priority Problem Lookup record?
- A. Priority Matrix
- B. Choice Lists
- C. Data Lookup Definitions
- D. Priority Rule Definitions
Answer: C
NEW QUESTION 2
What process is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the catalog and ensuring that a central, accurate, and consistent source of data is provided?
- A. Service portfolio management
- B. Catalog item management
- C. Service mapping
- D. Service catalog management
Answer: D
NEW QUESTION 3
What is an example of a good use case for an Order Guide?
- A. Order a set of Dishes
- B. Order a Custom Automobile
- C. Order a Technical Consultation
- D. Order a Couch
- E. Order a case of Laundry Soap
Answer: A
NEW QUESTION 4
Prior to Quebec, when you click Change > Create New, which page is displayed?
- A. Change Landing Page
- B. Change Form
- C. Change Catalog
- D. Change Wizard
- E. Change Interceptor
Answer: E
NEW QUESTION 5
What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)
- A. Manage Risk Assessments
- B. Delete CAB Definition
- C. Manage Risk Conditions
- D. Delete Change
- E. Create and manage Approval Policies
Answer: ACD
NEW QUESTION 6
On an incident record, where are the fields fiat appear on the caller lookup select box defined?
- A. The ref_contributions attribute on the caller lookup form
- B. The ref_ac_column attribute from the dictionary entry
- C. The Caller lookup field on the [user] table
- D. The form design of the caller lookup form
Answer: B
NEW QUESTION 7
What would you use to define a common grouping of configuration items such as all web servers in Miami?
- A. CI class
- B. Dependent group
- C. CSDM component group
- D. Dynamic CI group
Answer: D
NEW QUESTION 8
In the life of a Problem record there are opportunities to click the Re-Analyze button and move backwards in the lifecycle.
When you click the Re-Analyze button, what state Is set on the problem record?
- A. Assess
- B. Root Cause Analysis
- C. Fix in Progress
- D. Draft
Answer: B
NEW QUESTION 9
The Major Incident Management (MIM) application is linked to the Incident management process, but the records have an additional set of States. What are these MI States?
- A. Proposed, Accepted, Rejected, Cancelled
- B. Proposed, Accepted, Rejected, Reopened
- C. Proposed, Received, eCAB Convened, Closed
- D. New, Work in progress, Escalated, Communicated
Answer: A
NEW QUESTION 10
What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting? (Choose two.)
- A. % Successful Changes
- B. Count of Completed Changes per Month, by Change Type
- C. % Unauthorized Changes
- D. Count of Completed Changes per Month, by Category
Answer: AC
NEW QUESTION 11
Where can a change manager define the interval frequency for unauthorized change detection?
- A. The ci.change.unplanned business rule
- B. Event Processing Properties module
- C. Unauthorized Change Properties module
- D. Unauthorized change flow
Answer: C
NEW QUESTION 12
What are the different ways a user can provide feedback on a knowledge article? Choose 4 answers
- A. Helpful?
- B. 10 Star scale
- C. Comment on Article
- D. Pin Article
- E. 5 Star scale
- F. Flag Article
Answer: CDEF
NEW QUESTION 13
What is the Business Rule that triggers automatic group assignment on Incident, Problem or Change requests?
- A. USM Assignment Lookup Rule
- B. Automatic Assignment for ITSM
- C. Populate Assignment Group based on Cl/SO
- D. Auto-populate ITSM Assignment Groups
Answer: C
NEW QUESTION 14
Where are the timeframe conditions for sending an SLA breach warning notification defined?
- A. SLA definition record
- B. Default SLA flow
- C. SLA Properties application
- D. SLA trigger conditions
Answer: B
NEW QUESTION 15
In Change Management, what does a Model State contain? (Choose two.)
- A. Model State transitions conditions
- B. Model State properties
- C. Model State transition policies
- D. Model State transitions
Answer: AD
NEW QUESTION 16
When using the Email Client, what is the difference between an Email Template and a
Quick Message?
- A. Email Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot
- B. Email Template is defined and automatically applied when the email form launches; Quick Messages are defined and then can be manually applied by the user
- C. Email Templates are included with ITSM; Quick Messages are new with Machine Learning
- D. Email templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role
Answer: B
NEW QUESTION 17
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