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Updated Jul 11, 2023 70 Questions 5 Pages

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Question 31 Selectable Answer

Which incident management roles are activated by installing the ITSM Roles plugin (com.snc.itsm.roles)? (Choose two.)

A. sn_incident_read
B. itsm_incident_read
C. incident_manager
D. sn_incident_write
E. itsm_incident_write

Answer:

Question 32 Selectable Answer

Under what circumstances, should you use the Communicate workaround Related Link on the Problem record?

A. The workaround is helpful information for the Callers on the Problem's related Incidents (open)
B. The workaround should be published to a knowledge article, visible from the portal
C. The workaround is helpful information for the members of the Problem's Assignment Group
D. The workaround is helpful information for the members of the Problem's Work notes list

Answer:

Question 33 Selectable Answer

In the ServiceNow native platform, the service catalog can be accessed via the Self-Service > Service Catalog module. Your customer wants to make modifications to this home page, to add, remove and re-arrange the categories.
Users with what roles can make these edits? (Choose two.)

A. catalog_admin
B. sc_catalog_admin
C. catalog_editor
D. sn_catalog_homepage_write
E. admin

Answer:

Question 34 Selectable Answer

On the Unauthorized Change Properties module what can you configure? (Choose two.)

A. Enable/Disable creation of Unauthorized changes
B. Maximum number of unauthorized change records for a CI
C. Unauthorized Change Dashboard
D. CI classes to monitor

Answer:

Question 35 Selectable Answer

A change user complains that with the new Preapproved tab, they have to search through many options to find the Reboot Windows Server change. Since they use this change several times per day, it is inconvenient.
What should you suggest to make it easier for the change user?

A. Use the Pin feature
B. Make a Favorite
C. Use the keyword search
D. Drag the change tile to the Navigation pane

Answer:

Question 36 Selectable Answer

Which role would give you access to the CI Class Manager?

A. ecmdb_admin
B. ecmdb
C. class_manager
D. sn_class_manager

Answer:

Question 37 Selectable Answer

Your customer needs help defining Category values for the Problem records.
What approach should you suggest? (Choose two.)

A. Re-use existing categories from legacy systems
B. Define categories based on the customer’s CMDB classes
C. Re-use existing categories from incident management
D. Define categories based on ITIL problem taxonomy

Answer:

Question 38 Selectable Answer

Category and Subcategory values can be set manually on the Incident form.
What are disadvantages of this approach? (Choose two.)

A. Too many options may confuse users and increase mis-categorization
B. Choices have no additional metadata to drive process
C. It is difficult to implement
D. It is not part of the baseline instance

Answer:

Question 39 Selectable Answer

Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support.
You have confirmed that:
The Network Support group record has the Group types: Incident and Change
The Network CAB group record has the Group type: Change
What could you do on the incident form, for the Assignment Group field, to resolve this issue?

A. Add a UI action to hide the Network CAB group from the list
B. Add a UI action to provide an error message if the Network CAB group is selected
C. Add Dictionary Override to specify the Incident group Reference Qualifier
D. Modify the choice list to include only the appropriate group types

Answer:

Question 40 Selectable Answer

By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?

A. Incident SLA clock is un-paused
B. Incident record is updated, per the action's script
C. Auto-reply sent to sender, recommending they use Portal chat
D. Incident record is re-set to state = attention required

Answer:

Question 41 Selectable Answer

In the baseline Change - Normal model, when the Change request goes to the Review state, what happens to the implementation and testing tasks, if they have not been closed.

A. They are automatically canceled
B. They are automatically closed
C. They are automatically assigned to the Change assignee and closed
D. An error displays, requiring that the Tasks be closed before moving to Review

Answer:

Question 42 Selectable Answer

What module do you use to change the setting for the time between incident Resolution and Closure?

A. ITSM Properties
B. System Settings
C. Incident Settings
D. Incident Properties
E. Resolution Properties

Answer:

Question 43 Selectable Answer

Which tool allows process owners to use natural language to automate approvals, tasks, notifications and other record operations with little to no code?

A. Workflow Mapper
B. Workflow Manager
C. Flow Designer
D. Flow Dashboard
E. Process Designer

Answer:

Question 44 Selectable Answer

Risk is configured by default, to calculate Risk = High for a change that is scheduled with only 3 days lead time. Your customer’s change policy requires that changes be requested with 5 days lead time.
How would you satisfy this requirement?

A. Update the Risk Property for Insufficient lead time
B. Update the Risk Assessment Matrix for Insufficient lead time
C. Update the Calculate Risk UI Action
D. Update the Risk Matrix for insufficient lead time
E. Update the Risk Condition for Insufficient lead time

Answer:

Question 45 Selectable Answer

Which type of catalog item may be found in a Service Catalog?

A. Requested Items
B. Record Producers
C. Categories
D. Execution Plans

Answer:

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