NEW QUESTION 1
What is the trigger for the Change - Normal - Assess Flow?

• A. A Change request using the Normal Change model is moved to the Assess state
• B. A Change request using the Normal Change model is Assigned to a group
• C. A Change request using the Normal Change model is created
• D. A Change request using die Normal Change model is Low Risk and is moved to the Assess state

Answer: A

NEW QUESTION 2
Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?

• A. Processes
• B. Flows
• C. Procedures
• D. Actions
• E. Scripts

Answer: B

NEW QUESTION 3
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 4
When a user submits a service request from a catalog what actions are triggered based on the flow definition?
Choose 3 answers

• A. Approvals
• B. Notifications
• C. Tasks
• D. Action Specs
• E. Access Controls

Answer: ABC

NEW QUESTION 5
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 6
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 7
Your customer is using the baseline Create Incident Catalog Item and would like to add a few additional input fields. How should you update the catalog item?

• A. Edit in Catalog Builder
• B. Edit in Item Designer
• C. Edit in Catalog Item Designer
• D. Edit in Form Designer

Answer: A

Explanation:
https://docs.servicenow.com/bundle/utah-servicenow- platform/page/product/service-catalog-management/concept/catalog-builder.html

NEW QUESTION 8
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 9
On the Release record, what are the available options on the Release phase list?

• A. Requirement Gathering, Design, Build, Roll-out, Unit Testing, User Acceptance, Pilot
• B. Scoping, Design, Develop, Deployment, Unit Testing, Integration, Pilot
• C. Analyze, Design, Development, Build, Roll-out, QA, User Acceptance
• D. Requirement Gathering, Design, Development, Build, Deployment, QA, User Acceptance

Answer: D

NEW QUESTION 10
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 11
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 12
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 13
Which of the following options can a survey administrator define on an individual survey? (Choose two.)

• A. The ability for end users to decline survey assignments
• B. Number of survey reminder notifications
• C. Trigger conditions
• D. Anonymize responses

Answer: BD

NEW QUESTION 14
When building out a service catalog categorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain categories?
Choose 3 answers

• A. catalog_manager
• B. itil_admin
• C. catalog_builder_editor
• D. catalog_editor
• E. catalog_admin

Answer: ADE

NEW QUESTION 15
A customer wants to add a new Catalog Item to the Service Catalog. What process would be used to ensure the new item is authorized?

• A. Fulfillment Management
• B. Release Management
• C. Configuration Management
• D. Change Management
• E. Catalog Management

Answer: D

NEW QUESTION 16
Which role would give you access to the CI Class Manager?

• A. ecmdb_admin Most Voted
• B. ecmdb
• C. class_manager
• D. sn_class_manager

Answer: A

NEW QUESTION 17
The current status of a problem record is tracked in the State field. Each state has a label, value and constant. This example is for Fix in Progress state:
Your customer wants to add a prerequisite for moving out of the Fix in Progress state. When you update the script include which value is better to use in the script?

• A. 104
• B. "Fix in Progress"
• C. ProblemState.STATES.FIX_IN_PROGRESS
• D. 104.ProblemState.STATES.FIX_IN_PROGRESS

Answer: C

NEW QUESTION 18
Your customer wants Problem records to be assigned automatically to the Support group associated with the CI on the problem record.
Which business rule already satisfies this requirement?

• A. Populate Assignment Group based on CI/SO
• B. Populate Assignment Group based on Cl Support Group
• C. Problem Assignment Group based on CI Support Group
• D. ITSM Best Practice Group Assignment

Answer: A

NEW QUESTION 19
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 20
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