NEW QUESTION 1
Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?

• A. On the Cart Layout, Columns tab, unselect Quantity column
• B. On the Catalog Item, Columns tab, unselect Quantity column
• C. On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity Most Voted
• D. On the Catalog, Advanced View, unselect Use cart layout, select No quantity
• E. On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive

Answer: C

NEW QUESTION 2
Your customer wants a catalog to contain two items:
* 1. A request with 1 approval and 2 fulfillment tasks
* 2. A link to a knowledge article
What type of item would you use to satisfy the requirement for the Construction request?

• A. Catalog Item Most Voted
• B. Content Item
• C. Record Producer
• D. Order Guide

Answer: A

NEW QUESTION 3
If the Assignment group is empty on an incident record what happens when an agent that is a member of multiple user groups clicks the Assign to the Ul action?

• A. The agent is prompted to select the Assignment group
• B. An error is displayed indicating the agent must manually assign the incident
• C. The Assignment group field will not populate
• D. The Assignment group field automatically populates with the agent's primary group

Answer: A

NEW QUESTION 4
A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis.
What would be the next step for this problem?

• A. If 7 days has passed, since the Problem was closed, it cannot be re-opened
• B. Problem Manager clicks Re-Analyze on the Problem record
• C. Problem Assignee clicks Re-Open on the Problem record
• D. Administrator clicks Re-Open on the Problem Record

Answer: B

NEW QUESTION 5
What are key relationships between Change and Problem records? Choose 2 answers

• A. A Problem must be associated with a Change, before it can be closed
• B. Changes which cause incidents should have an associated Problem
• C. A Change can cause a Problem
• D. Problem can be solved by a Change

Answer: CD

NEW QUESTION 6
When defining SLAs for the service catalog at what level is the SLA typically defined?

• A. Catalog Task
• B. Requested Item
• C. Request
• D. Service Catalog

Answer: B

NEW QUESTION 7
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 8
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 9
The Major Incident Management (MIM) application is linked at the Incident management process but the records have in additional set of States. What are these Ml States?

• A. Ne
• B. Work: m progress Escalated Communicated
• C. Propose
• D. Accepted Rejected Cancelled
• E. Proposed Received eCAB Convened Closed
• F. Proposed Accepted Reacted Reopened

Answer: B

NEW QUESTION 10
The key stakeholder for your ITSM implementation wants to have SLAs on every Task record.
What advice do you give regarding SLAs on Problem records?

• A. SLAs re recommended in the ITIL framework for problem management
• B. SLAs are be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take
• C. SLAs are available for problem management, but require custom code
• D. SLAs are essential to problem management, as support specialists need to quickly identify root causes

Answer: B

Explanation:
https://docs.servicenow.com/ja-JP/bundle/utah-it-service- management/page/product/problem- management/concept/c_ProblemManagementProcess.html

NEW QUESTION 11
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 12
In what table are Change records stored?

• A. Change [change_task]
• B. Change Request [rfc]
• C. Change Request [change_request]
• D. Change [change]
• E. Change [task_change]

Answer: C

NEW QUESTION 13
What is KCS (Knowledge Centered Services)?

• A. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
• B. A documented methodology to provide a set of best practices for creating and maintaining knowledge
• C. A dashboard with specific visualization of the different knowledge bases and categories
• D. An application that helps agents and managers to create cases from Knowledge articles

Answer: B

NEW QUESTION 14
What baseline Change Flows support the baseline Normal Change model?

• A. Change - Normal - Assess- Change - Normal -Authorize- Change- Normal-Clos
• B. Change - Implementation tasks
• C. Change - Normal - New, Change - Normal -Assess, Change - Normal - Implement Change - Implementation tasks
• D. Change-Normal-Assess, Change-Normal-Authorize, Change- Normal - Implement Change - Implementation tasks
• E. Change - Normal - New Change - Normal - Review, Change - Normal - Clos
• F. Change - implementation tasks

Answer: C

NEW QUESTION 15
Why don't Problem records automatically move from Resolved to Closed after the fix is implemented.

• A. It is designed to follow the ITIL4 standard
• B. There is a scheduled job that automatically moves Resolved problems to Closed after 7 days
• C. It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record
• D. There is no Closed stat
• E. Problem records are moved to Completed

Answer: C

NEW QUESTION 16
How is the Resource Management application activated?

• A. Installed with PPM Standard plugin
• B. Installed as part of Release Management plugin
• C. Installed as part of adding users
• D. Installed automatically as part of new system

Answer: A

NEW QUESTION 17
A new problem manager wants a high level view of the activities in problem management. What module do you recommend?

• A. Problem > Dashboard
• B. Problem > Overview
• C. Problem > Process Health Dashboard
• D. Problem > Homepage
• E. ITIL Manager > Homepage

Answer: B

NEW QUESTION 18
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 19
When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)

• A. If selected CI does not have an Owner group, write the Support group from the Service Offering to the Assignment group field
• B. If selected CI has a Support group, write that group to the Assignment group field
• C. If selected CI has an Owner group, write that group to the Assignment group field
• D. If selected CI does not have a Support group, write the Support group from the Service Offering to the Assignment group field

Answer: BD

NEW QUESTION 20
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