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| Section | Objectives |
|---|---|
| Topic 1: ITSM Foundation and Platform Concepts | - ServiceNow platform architecture and navigation - ITSM application overview |
| Topic 2: ITSM Reporting and Performance | - Basic reporting and dashboards - Metrics and KPI tracking |
| Topic 3: CMDB and Service Mapping Concepts | - Service dependencies overview - CMDB structure and relationships |
| Topic 4: Incident Management | - Incident lifecycle and configuration - SLAs, assignments, and escalation |
| Topic 5: Change Management | - Approval and risk management - Change types and workflows |
| Topic 6: Request Fulfillment and Service Catalog | - Catalog items and workflows - Request lifecycle management |
| Topic 7: Knowledge Management | - Publishing and lifecycle processes - Knowledge article creation and governance |
| Topic 8: Problem Management | - Known errors and workarounds - Problem identification and root cause analysis |
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NEW QUESTION # 113
Which field on the Incident table is used to track the number of times an incident has been moved from one support group to another?
Answer: D
Explanation:
In ServiceNow ITSM, the Reassignment count field (found on the incident table) is an integer field that automatically increments every time the Assignment group is changed. This field is specifically designed to measure "bounce" or "ping-pong" effects between different support tiers or departments. By filtering for records where Reassignment count > 1, a manager can easily identify Incidents that were routed to multiple groups before reaching a resolution, which is a key metric for measuring First Call Resolution (FCR) and routing efficiency.
NEW QUESTION # 114
Which of these are considered configuration base items? (Choose three.)
Answer: A,C,E
Explanation:
Explanation
configuration base items include: -Servers -Computers -Workstations -Out-of-band devices -Network gear
-Printers -Communication Devices -UPSs -Accessories -Computer Peripherals -Software
NEW QUESTION # 115
How many columns can a formatter contain in a variable set?
Answer: B
NEW QUESTION # 116
Technical consultant should participate in requirements workshop(s) and should encourage customizing ServiceNow OOTB processes in order to align with the organizations current processes.
Answer: A
Explanation:
Technical consultants should participate in workshops, but over-customization is not recommended. It is advised to let the customer adjust their ITSM process, as much as possible, to match ServiceNow baseline implementation. Configurations can be made but customizations should be limited.
NEW QUESTION # 117
Which of the following statements are correct for standard changes? (Choose two.)
Answer: B,D
Explanation:
Explanation
YES - Standard changes are typically low risk and have detailed procedures YES - Standard changes can be automated NO - Standard Change procedures must be stored in a Knowledge base NO - Standard changes don't have Change tasks
------------------------------------------------------------------------- p218 Standard Change: "Select from available pre-approved change templates." Standard Change: "Properties set to establish standards"
------------------------------------------------------------------------- SN Docs:
Standard changes are pre-approved, low risk changes with a proven history of success. The standard change catalog contains the changes that have been approved by the Change Management application as standard changes.
------------------------------------------------------------------------- ITIL Definition of "Standard Change":
A standard change is a change to a service or infrastructure for which the approach is pre-authorised by change management that has an accepted and established procedure to provide a specific change requirement.
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