NEW QUESTION 1
Incidents can be created and managed in the workspace, using UI layouts that are tailored to different personas, processes, and interfaces. Examples include:
• Default
• Major incidents
• Self Service
• Mobile
What are these UI layouts called in the Now Platform?

• A. Form Layouts
• B. Workspaces
• C. Forms
• D. Form Designs
• E. Views

Answer: E

NEW QUESTION 2
Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?

• A. Application Menus
• B. Reports
• C. CI Class Manager
• D. Dependency View

Answer: C

NEW QUESTION 3
What are key relationships between Change and Release Management? Choose 3 answers

• A. A Change can contain one or more Releases
• B. A Release can contain one or more Changes
• C. Release management application is required, to use the Change management application
• D. Change management provides governance which includes Release management
• E. Change includes planning and approvals, Release includes building resting and execution of changes

Answer: CDE

NEW QUESTION 4
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 5
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 6
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 7
Users with which role can Communicate a workaround or fix? (Choose two.)

• A. itil_admin
• B. problem_coordinator
• C. problem_task_analyst
• D. problem_admin

Answer: BD

NEW QUESTION 8
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 9
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 10
Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services.
What should you do to satisfy this requirement?

• A. Add a new Policy Input to the Normal Change Approval Policy
• B. Add a new Decision to the Normal Change Approval Policy
• C. Add a new Change Approval Policy
• D. Add a new Decision to the Normal Change Workflow

Answer: B

NEW QUESTION 11
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 12
On a Normal Change Model what are some examples of the Model Stale Transitions that are defined for the Authorize state?

• A. Authorize to Draf
• B. Authorize to Asses
• C. Authorize to Review
• D. Authorize to Implement, Authorize to Assess, Authorize *o Review
• E. Authorize to Canceled, Authorize to New, Authorize to Scheduled
• F. Authorize to Scheduled Authorize to Closed, Authorize to New

Answer: C

NEW QUESTION 13
Your customer wants to add a notification to the Change - Emergency - Authorize Flow. What is the first thing you would do to meet this requirement?

• A. Create a backup of the baseline Change - Emergency - Authorize Flow, and eat the baseline flow
• B. Unpublish the baseline Change - Emergency -Authorize flow
• C. Deactivate the baseline Change - Emergency - Authorize flow
• D. Create a copy of the baseline Change - Emergency -Authorize Flow, and then edit the new copy

Answer: D

NEW QUESTION 14
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 15
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 16
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 17
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