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Question 101:
Which table in ServiceNow stores individual items requested under a Service Catalog request?
A) sc_request
B) sc_req_item
C) sc_task
D) task
Answer: B) sc_req_item
Explanation:
In ServiceNow, the Service Catalog module relies on a structured hierarchy of tables to manage requests, individual items, and the tasks required to fulfill them, and the options A) sc_request, B) sc_req_item, C) sc_task, and D) task illustrate the relationships and functions within this ecosystem. Option A, sc_request, represents the parent table for an overall service catalog order submitted by a user. Each sc_request record aggregates one or more catalog items requested in a single submission, capturing high-level details such as the requester, request date, overall status, total cost, and fulfillment progress. This table provides a consolidated view of the user’s order, allowing managers and administrators to monitor fulfillment, track service delivery efficiency, and generate reports for analysis and decision-making. Option B, sc_req_item, or Request Item, is the table that represents each item within a service catalog order. When a user submits a request containing multiple items, a separate sc_req_item record is created for each item.
This allows each item to be tracked independently, with its own workflow, variables, approval requirements, and fulfillment tasks. The sc_req_item table bridges the gap between the user’s request and the operational work required to fulfill it, enabling granular monitoring and reporting on individual service items. Option C, sc_task, stores the specific tasks generated to fulfill service catalog request items. Each sc_req_item may generate multiple tasks assigned to different groups or individuals responsible for completing specific actions, such as provisioning hardware, configuring software, or coordinating service delivery. Sc_task inherits fields and functionality from the broader task table, including assignment groups, priority, state, SLA tracking, and workflow integration, ensuring consistency across all task-based processes in ServiceNow. These tasks provide operational accountability and enable real-time monitoring of progress toward request fulfillment. Option D, task, is the parent table for all task-based records in ServiceNow, including incidents, problems, changes, and service catalog tasks.
By inheriting from task, tables like sc_task benefit from standardized fields, notifications, SLAs, and workflow integration, ensuring that task management is consistent across ITSM processes. This inheritance also enables consolidated reporting, workflow automation, and streamlined operational governance. Collectively, these tables form a hierarchical framework that supports end-to-end service catalog operations. The sc_request table captures the overall order context, sc_req_item breaks the order into individual items, sc_task manages the operational work required for fulfillment, and task provides the structural foundation for task management across the platform. This architecture ensures visibility, accountability, and efficiency, enabling organizations to track requests, monitor progress, maintain SLA compliance, and deliver services in a controlled and auditable manner. By leveraging this hierarchy, organizations can streamline service delivery, reduce delays, improve customer satisfaction, and align service catalog operations with ITIL best practices, providing both operational and strategic value in managing IT services.
Question 102:
Which role allows users to approve or reject Change Requests?
A) itil
B) change_approver
C) change_manager
D) knowledge_user
Answer: B) change_approver
Explanation:
In ServiceNow, roles define the access, responsibilities, and permissions of users across IT Service Management (ITSM) processes, and the options A) itil, B) change_approver, C) change_manager, and D) knowledge_user illustrate the layered structure of operational, approval, and knowledge access within the platform. Option A, ITIL, is a foundational role that provides users with broad access to core ITSM modules such as Incident, Problem, Change, Knowledge, and Service Catalog. Users with the ITIL role, typically service desk agents or operational staff, can create, update, and resolve records, allowing them to perform day-to-day IT support activities. This role is designed to empower operational users with the necessary permissions to handle tasks efficiently while maintaining adherence to ITIL-aligned processes, though it does not inherently grant elevated approval or managerial authority.
Option B, change_approver, is a specialized role within Change Management responsible for reviewing and approving or rejecting change requests. Change approvers typically evaluate proposed modifications based on impact, risk, and urgency, often participating in Change Advisory Board (CAB) reviews for high-risk changes. This role ensures that changes are authorized only after proper assessment, providing a governance layer that reduces the risk of service disruption and ensures compliance with organizational policies. Option C, change_manager, represents a more advanced role in Change Management with overarching responsibility for the planning, coordination, and oversight of changes across the organization. Change Managers define change policies, approve high-impact or strategic changes, monitor overall change performance, and ensure that all modifications adhere to risk and compliance standards.
They also coordinate CAB meetings, review post-implementation reports, and evaluate the effectiveness of the change process. By holding a strategic and supervisory function, the change manager role ensures that IT changes are implemented safely, efficiently, and in alignment with business priorities. Option D, knowledge_user, is focused on the consumption of knowledge articles rather than creation or management. Users with this role can search, view, and reference knowledge content to resolve incidents, complete tasks, or inform decision-making. This role promotes self-service and operational efficiency by enabling end users and IT staff to leverage existing knowledge, reducing incident recurrence, and supporting faster resolution. Together, these roles illustrate the layered approach ServiceNow takes to balance operational execution, governance, approval, and knowledge utilization.
The ITIL role equips staff with operational capabilities, change_approver ensures that individual changes are reviewed and authorized, change_manager provides strategic oversight and policy enforcement, and knowledge_user enables effective use of organizational knowledge. By assigning these roles appropriately, organizations maintain operational efficiency, enforce governance, manage risk, and optimize service delivery, aligning ITSM practices with ITIL best practices while ensuring that staff have the right level of access and responsibility for their functions. This structured role hierarchy facilitates accountability, transparency, and collaboration across IT operations and knowledge management processes.
Question 103: What type of Client Script runs when a form is loaded in ServiceNow?
A) onSubmit
B) onChange
C) onLoad
D) onCellEdit
Answer: C) onLoad
Explanation:
In ServiceNow, Client Scripts are essential for controlling form behavior and providing dynamic interactivity on the client side, and the options A) onSubmit, B) onChange, C) onLoad, and D) onCellEdit represent the primary triggers that define when these scripts execute and how they influence user interactions. Option A, onSubmit, executes just before a form is submitted to the server, allowing developers to validate data, enforce mandatory fields, or prevent submission if certain conditions are not met. OnSubmit scripts are crucial for maintaining data integrity, ensuring that incomplete or incorrect information does not reach the database, and providing immediate feedback to users. For example, an onSubmit script may check that all required variables on a service catalog request are filled before allowing submission, reducing errors and follow-up work. Option B, onChange, triggers whenever a specific field value changes on the form. This allows dynamic responses to user input, such as updating other fields, showing or hiding sections, or performing real-time calculations. OnChange scripts enhance form usability by guiding users through a process, automatically adjusting dependent fields, and reducing manual input errors. For instance, changing the “Category” of an incident could dynamically update the “Assignment Group” or default priority based on predefined logic. Option C, onLoad, runs as soon as the form is loaded in the user’s browser, before the user interacts with it. OnLoad scripts are commonly used to prepopulate fields, hide or display sections based on user roles, initialize client-side variables, or perform calculations that need to be available immediately.
This type of script ensures that the form is optimized for the specific context of the user and record, improving efficiency and usability from the moment it is opened. Option D, onCellEdit, is specific to list views that allow inline editing of records. This trigger executes when a user edits a value directly in a list cell, enabling real-time validation, updating dependent fields, or triggering client-side logic without navigating to the full form. OnCellEdit is particularly useful for bulk updates or quick edits, allowing organizations to maintain data integrity while streamlining operational workflows. Together, these four client script triggers—onSubmit, onChange, onLoad, and onCellEdit—provide a comprehensive framework for creating dynamic, interactive, and user-friendly forms and lists within ServiceNow. OnSubmit ensures proper validation before data reaches the server, OnChange enables reactive field behavior, OnLoad customizes the form environment at initialization, and OnCellEdit facilitates inline updates while maintaining consistency. By strategically leveraging these triggers, organizations can improve data quality, guide user behavior, streamline operations, and enhance the overall ServiceNow experience, all while maintaining alignment with ITIL best practices and operational efficiency. This flexibility allows IT teams to create forms that are both intuitive for users and robust in enforcing business rules.
Question 104:
What is the main purpose of the Known Error Workaround field?
A) Assign a Problem to a team
B) Document permanent solutions
C) Provide temporary guidance for recurring incidents
D) Escalate incidents
Answer: C) Provide temporary guidance for recurring incidents
Explanation:
In ServiceNow, Problem Management is a structured process aimed at identifying, analyzing, and resolving the root causes of recurring incidents to prevent future disruptions, and the options A) Assign a Problem to a team, B) Document permanent solutions, C) Provide temporary guidance for recurring incidents, and D) Escalate incidents represent key actions within this process, each serving a distinct purpose in ensuring operational continuity and efficiency. Option A, “Assign a Problem to a team,” is a critical step in the workflow that ensures accountability and expertise are applied to the resolution process. By assigning a problem to the appropriate support group or technical team, organizations ensure that the investigation and resolution are handled by personnel with the relevant knowledge, skills, and access to necessary resources. Proper assignment facilitates coordination, prevents duplication of effort, and ensures that progress is tracked accurately, allowing teams to meet SLA targets and maintain efficient operational workflows.
Option B, “Document permanent solutions,” represents the ultimate goal of Problem Management: identifying the underlying root cause of recurring incidents and implementing changes or fixes that prevent recurrence. Permanent solutions are typically captured in the Problem record, enabling support teams to close the loop on issues and reduce incident volume over time. This documentation not only ensures that future occurrences are avoided but also contributes to knowledge management initiatives by creating a repository of verified solutions that can be referenced in future troubleshooting or service improvement efforts. Option C, “Provide temporary guidance for recurring incidents,” refers to the creation of workarounds while the permanent solution is being developed or implemented. Workarounds are documented procedures that allow support teams or end users to mitigate the impact of a problem without fully resolving the underlying cause. Temporary guidance ensures service continuity, reduces downtime, and allows operations to maintain normal functionality while a thorough investigation and permanent remediation are underway. This step is essential for balancing operational needs with the rigorous analysis required for permanent resolution. Option D, “Escalate incidents,” is a related but distinct activity from Problem Management.
While escalation may be necessary for high-impact or unresolved incidents to alert management or trigger additional resources, it is not the primary purpose of Problem Management. Escalation is more about operational urgency, whereas Problem Management focuses on root cause analysis, solution documentation, and long-term service improvement. Together, these options illustrate the multifaceted approach of Problem Management in ServiceNow. Assigning problems to appropriate teams (Option A) ensures accountability and efficient resolution, documenting permanent solutions (Option B) addresses root causes and prevents recurrence, providing temporary guidance (Option C) maintains continuity and mitigates impact, and escalation (Option D) supports operational oversight in critical situations. By effectively integrating these actions, organizations can reduce recurring incidents, improve service reliability, enhance knowledge sharing, and maintain alignment with ITIL best practices, ultimately fostering a proactive and controlled approach to IT service management that balances immediate operational needs with long-term improvement strategies.
Question 105:
Which table defines SLA rules and targets in ServiceNow?
A) task_sla
B) sla_definition
C) contract_sla
D) sla_task
Answer: B) sla_definition
Explanation:
In ServiceNow, managing Service Level Agreements (SLAs) is essential for ensuring that IT services meet agreed-upon performance standards, and the options A) task_sla, B) sla_definition, C) contract_sla, and D) sla_task illustrate the interconnected tables and mechanisms that enable SLA tracking, monitoring, and reporting. Option A, task_sla, is a table that tracks SLA instances applied to individual task records, such as incidents, service requests, or changes. Each task_sla record captures real-time information about the SLA for a specific task, including start and stop times, pauses, breaches, and completion status. By maintaining this granular tracking, organizations can monitor SLA compliance at the task level, ensuring timely resolution and providing visibility into performance metrics for both operational teams and management. Option B, sla_definition, serves as the master configuration table for defining SLA rules. This table contains criteria for when an SLA should be applied, including task type, priority, impact, and urgency. It also defines response and resolution targets, conditions for pausing or stopping the SLA, and thresholds for breach notifications. By establishing SLA definitions, organizations ensure that all applicable tasks are governed consistently according to organizational standards, enabling automated tracking and alerting while aligning service delivery with business expectations. Option C, contract_sla, links SLA definitions to specific contracts, allowing organizations to enforce service commitments tied to customer agreements, vendor obligations, or internal service contracts. This table ensures that contractual SLAs are monitored and reported accurately, providing a mechanism for compliance tracking and performance assessment against agreed terms. Contract SLAs are critical for maintaining accountability, managing expectations, and supporting audits, as they reflect the formal service guarantees that the organization has committed to meet. Option D, sla_task, records the detailed lifecycle events of SLAs applied to tasks, including pauses, stops, breaches, and completions. While similar to task_sla, this table provides a comprehensive audit trail and enables historical reporting, trend analysis, and performance evaluation. By capturing all SLA-related activities, sla_task allows organizations to identify patterns, optimize workflows, and improve process efficiency. Collectively, these four components form a robust SLA management framework in ServiceNow. Sla_definition establishes the rules and expectations for service delivery, contract_sla ties these expectations to contractual obligations, task_sla monitors SLA application in real-time for individual tasks, and sla_task captures detailed events for reporting, analysis, and continuous improvement. Together, they enable organizations to ensure accountability, maintain service quality, optimize operational performance, and align IT service delivery with ITIL best practices. By leveraging these tables effectively, organizations can proactively manage performance, reduce SLA breaches, enhance customer satisfaction, and support strategic decision-making through accurate, auditable, and actionable SLA data.
Question 106:
Which practice ensures Knowledge articles are effective and traceable?
A) Include minimal content
B) Provide step-by-step instructions, context, and a link to problems
C) Avoid linking articles to records
D) Allow unrestricted publishing
Answer: B) Provide step-by-step instructions, context, and a link to problems
Explanation:
In ServiceNow Knowledge Management, creating high-quality knowledge articles is essential for supporting IT service delivery, empowering users, and enabling efficient problem resolution, and the options A) Include minimal content, B) Provide step-by-step instructions, context, and a link to problems, C) Avoid linking articles to records, and D) Allow unrestricted publishing highlight different approaches and their impact on knowledge effectiveness. Option A, “Include minimal content,” refers to producing concise articles with limited information. While brevity can help with readability, overly minimal content risks omitting critical context, troubleshooting steps, or relevant details, potentially leaving users unable to resolve issues independently. Such articles may increase repeated incidents or support requests, reducing the overall value of the knowledge base and hindering self-service efficiency. Option B, “Provide step-by-step instructions, context, and a link to problems,” represents best practices in knowledge creation.
High-quality articles should include clear, actionable steps, background context, prerequisites, and potential impacts, while linking the content to related incidents or problem records. Linking to problems ensures that users and support staff can trace recurring issues and access relevant root cause information, enhancing troubleshooting effectiveness and supporting continuous improvement. Contextual and detailed articles improve end-user self-service, reduce resolution times, and create a reusable repository of knowledge that benefits both operational and strategic IT initiatives. Option C, “Avoid linking articles to records,” undermines the effectiveness of the knowledge base by isolating content from its practical application. Without links to incidents, problems, or other records, articles lose relevance, making it harder for support teams to identify which guidance applies to specific situations. This lack of traceability reduces the value of the knowledge base in preventing recurring issues, performing root cause analysis, or informing decision-making in service improvement initiatives. Option D, “Allow unrestricted publishing,” introduces risks related to content accuracy, quality, and consistency.
Allowing any user to publish without review can result in incomplete, outdated, or misleading articles, which may confuse users or lead to incorrect troubleshooting steps. Implementing review and approval workflows ensures that content is verified by subject matter experts, adheres to organizational standards, and is maintained over time, protecting the integrity and reliability of the knowledge repository. Together, these options illustrate the balance between content accessibility, quality, and governance in Knowledge Management. Minimal content (Option A), avoidance of linking (Option C), and unrestricted publishing (Option D) can compromise the usability and effectiveness of the knowledge base, while detailed, context-rich articles with proper problem linkage and structured review processes (Option B) maximize operational value. By following best practices, organizations can improve self-service capabilities, reduce recurring incidents, enhance support efficiency, and maintain a reliable, auditable, and continually improving knowledge repository that aligns with ITIL best practices and organizational service goals.
Question 107:
Which table stores relationships between task records?
A) task_cmdb_rel
B) task_relations
C) cmdb_rel_ci
D) problem_task_rel
Answer: B) task_relations
Explanation:
In ServiceNow, managing relationships between tasks, configuration items (CIs), and problems is critical for maintaining operational visibility, understanding dependencies, and enabling efficient incident, problem, and change management. The options A) task_cmdb_rel, B) task_relations, C) cmdb_rel_ci, and D) problem_task_rel illustrate key tables used to track and manage these relationships. Option A, task_cmdb_rel, is a table that links task-based records, such as incidents, changes, or service requests, to CIs within the Configuration Management Database (CMDB). By associating tasks with the affected CIs, organizations gain visibility into which assets, applications, or services are impacted by specific activities. This linkage supports impact analysis, root cause identification, and risk assessment, enabling support teams to prioritize work based on the criticality of the affected CIs and understand dependencies before implementing resolutions. Option B, task_relations, is a more general table that captures relationships between task records themselves.
This includes parent-child relationships, related incidents, sub-tasks, or dependent activities. By using task_relations, organizations can track the interconnectivity of tasks, coordinate workflows more effectively, prevent duplicated effort, and ensure that all related actions are visible to the relevant teams, supporting streamlined operations and efficient resolution. Option C, cmdb_rel_ci, is used to define relationships between CIs within the CMDB. These relationships capture dependencies, hierarchies, or service mappings, such as “Application X depends on Database Y” or “Server A supports Service B.” Maintaining accurate CI relationships in cmdb_rel_ci is essential for understanding service impact during incidents, planning changes, performing risk analysis, and supporting proactive IT operations. This table enables organizations to visualize infrastructure dependencies, anticipate potential downstream effects of failures, and make informed decisions when implementing changes or resolving issues.
Option D, problem_task_rel, links Problem records to the tasks created to investigate, analyze, or implement solutions for those problems. This table ensures that all operational work associated with problem resolution is tracked and connected to the underlying issue. By maintaining these links, organizations can monitor progress, maintain accountability, facilitate collaboration among support teams, and generate reports for post-implementation reviews or continuous improvement efforts. Collectively, these tables form a comprehensive framework for mapping the relationships between tasks, CIs, and problems. Task_cmdb_rel associates tasks with impacted assets, task_relations tracks relationships between tasks, cmdb_rel_ci defines dependencies among CIs, and problem_task_rel links investigative and resolution tasks to problem records. Together, they enable ServiceNow users to visualize dependencies, manage workflows efficiently, perform accurate impact assessments, and maintain operational continuity. This integration ensures informed decision-making, reduces service disruption, supports proactive problem resolution, and aligns IT operations with ITIL best practices for incident, problem, and change management, creating a robust foundation for service delivery and operational excellence.
Question 108:
Which Change type is pre-approved and low-risk?
A) Normal Change
B) Emergency Change
C) Standard Change
D) Expedited Change
Answer: C) Standard Change
Explanation:
In Serviceow Change Management, categorizing changes into distinct types is fundamental for balancing risk, governance, and operational efficiency, and the options A) Normal Change, B) Emergency Change, C) Standard Change, and D) Expedited Change represent the primary classifications that guide workflows, approvals, and implementation procedures. Option A, Normal Change, refers to changes that require a full assessment and approval process because they carry moderate to high risk or impact. Normal changes are planned and scheduled through the Change Advisory Board (CAB) review process to ensure proper evaluation of potential risks, dependencies, and business impact. Typical examples include infrastructure upgrades, new application deployments, or configuration modifications that could affect multiple services. By following a structured process, normal changes minimize the likelihood of service disruption while ensuring compliance with organizational policies and ITIL best practices.
Option B, Emergency Change, is applied to high-priority changes that must be implemented immediately to address critical incidents, security vulnerabilities, or system failures. Emergency changes bypass some standard approval steps to expedite resolution, but they are still documented and reviewed retrospectively to maintain accountability and governance. The focus is on restoring service or mitigating urgent risks quickly, while post-implementation reviews ensure lessons are learned and processes refined for future emergencies. Option C, Standard Change, represents low-risk, pre-approved, and repeatable changes that follow a defined and predictable process. Standard changes are routine in nature, such as applying software patches, resetting passwords, or performing standard maintenance tasks, and do not require individual approval each time they are executed. Predefining these changes ensures efficiency, reduces administrative overhead, and allows IT teams to implement modifications consistently while maintaining control and compliance.
Option D, Expedited Change, is a variation of a normal change that requires faster processing due to business urgency or regulatory deadlines. Unlike emergency changes, expedited changes are planned and assessed but are prioritized to accelerate implementation. Examples include deploying critical updates requested by business leadership or meeting contractual obligations. Expedited changes follow the standard workflow but are fast-tracked to minimize delays while still maintaining proper approvals and oversight.
Together, these four change types provide a structured framework for managing IT changes effectively. Standard changes optimize efficiency for routine tasks, normal changes ensure careful evaluation and control for higher-risk activities, emergency changes enable rapid response to critical situations, and expedited changes balance urgency with governance. By categorizing changes appropriately, organizations can manage risk, maintain service continuity, ensure SLA compliance, and align change processes with ITIL best practices. This structured approach enhances operational efficiency, minimizes service disruptions, improves accountability, and supports informed decision-making, enabling organizations to implement modifications safely while meeting both business and technical requirements.
Question 109:
Which module maps business services to underlying infrastructure?
A) Asset Management
B) Service Mapping
C) Knowledge Management
D) Change Management
Answer: B) Service Mapping
Explanation:
In ServiceNow, various IT Service Management (ITSM) modules work together to ensure effective operations, accurate data tracking, and high-quality service delivery, and the options A) Asset Management, B) Service Mapping, C) Knowledge Management, and D) Change Management represent core capabilities that collectively support IT and business objectives. Option A, Asset Management, focuses on tracking and managing the full lifecycle of IT assets, including hardware, software, licenses, and other organizational resources. By capturing details such as ownership, location, purchase date, warranty, and depreciation, Asset Management enables organizations to optimize asset utilization, control costs, ensure compliance, and plan strategic investments.
Linking assets to Configuration Items (CIs) in the CMDB also allows impact analysis during incidents, problems, and changes, enhancing operational visibility and decision-making. Option B, Service Mapping, provides a visual representation of the dependencies between IT infrastructure components, applications, and business services. By mapping how services are supported by underlying CIs, Service Mapping allows IT teams to quickly identify the potential impact of outages, prioritize incident response, and plan changes with minimal disruption. Understanding these relationships ensures that problem resolution and change implementation consider dependencies, reducing the risk of unintended service interruptions and improving overall reliability. Option C, Knowledge Management, is designed to capture, organize, and disseminate organizational knowledge through articles, known errors, troubleshooting guides, and best practices.
This module enables support teams and end users to resolve issues more efficiently by referencing verified solutions, reducing recurring incidents, and supporting self-service. Knowledge Managers oversee the content lifecycle, ensuring accuracy, relevance, and accessibility, while integrating feedback and updates to maintain a continuously improving knowledge base. Effective Knowledge Management enhances decision-making, operational efficiency, and user satisfaction. Option D, Change Management, governs the structured planning, approval, implementation, and review of modifications to IT systems, applications, and infrastructure. By evaluating risk, impact, and resource requirements, Change Management ensures that changes are executed in a controlled manner, reducing the likelihood of service disruption.
Integration with Asset Management, CMDB, and Knowledge Management provides contextual information, supports impact analysis, and enables informed decision-making, ensuring that all changes align with business priorities and ITIL best practices. Together, these modules create a comprehensive ecosystem for managing IT services. Asset Management ensures accurate tracking of resources, Service Mapping provides insight into dependencies and impacts, Knowledge Management facilitates efficient problem resolution and self-service, and Change Management ensures controlled, low-risk modification of IT systems. By leveraging these capabilities collectively, organizations can enhance operational visibility, optimize resource utilization, reduce service disruptions, improve user satisfaction, and align IT service delivery with ITIL standards. The integration of these modules promotes informed decision-making, proactive problem resolution, and continuous improvement across IT and business operations, creating a resilient and efficient IT environment.
Question 110:
What is the purpose of Work Notes in ServiceNow?
A) Public updates for users
B) Internal documentation of actions and troubleshooting
C) SLA tracking
D) Automated task assignment
Answer: B) Internal documentation of actions and troubleshooting
Explanation:
In ServiceNow, task-based records such as incidents, problems, and service requests rely on multiple mechanisms to ensure efficient resolution, clear communication, and compliance with service expectations, and the options A) Public updates for users, B) Internal documentation of actions and troubleshooting, C) SLA tracking, and D) Automated task assignment highlight the key functionalities that support operational excellence and service quality. Option A, “Public updates for users,” refers to information shared with the requester or end users about the progress of their incidents or requests. Public updates, often recorded in the Comments visible to Customer field, provide transparency regarding status, expected resolution timelines, and actions taken. By keeping end users informed, organizations improve user satisfaction, reduce unnecessary follow-up inquiries, and ensure that service recipients are aware of progress and outcomes, fostering trust and clarity in service delivery. Option B, “Internal documentation of actions and troubleshooting,” is typically captured in the Work Notes field, which is not visible to end users. Internal documentation allows support teams to record detailed steps, decisions, and investigative actions taken during task resolution. This ensures continuity when tasks are reassigned or escalated, creates an audit trail for post-incident analysis, and supports knowledge management initiatives.
It also enables teams to identify recurring issues, implement solutions efficiently, and maintain operational consistency across shifts or support groups. Option C, “SLA tracking,” involves monitoring and measuring task performance against predefined Service Level Agreements. SLA tracking allows organizations to ensure timely responses and resolutions according to priority, impact, and urgency. By capturing metrics such as response times, resolution times, and breaches, SLA tracking provides actionable insights for performance management, reporting, and continuous improvement. This function ensures accountability, enables proactive intervention when deadlines are at risk, and supports adherence to contractual or internal service commitments. Option D, “Automated task assignment,” refers to using assignment rules, business rules, or workflow automation to route tasks to the appropriate support team or individual based on criteria such as category, CI, location, or priority. Automated assignment ensures that tasks are handled by personnel with the correct expertise, reduces manual effort, balances workloads, and speeds up response times.
This automation improves operational efficiency, minimizes errors in task allocation, and enhances SLA compliance. Collectively, these four functionalities provide a holistic approach to managing tasks in ServiceNow. Public updates (Option A) maintain transparency and communication with users, internal documentation (Option B) ensures accountability and knowledge retention, SLA tracking (Option C) enforces performance standards and continuous monitoring, and automated task assignment (Option D) optimizes efficiency and ensures proper handling of work items. By integrating these capabilities, organizations can deliver reliable, timely, and high-quality IT services, reduce operational bottlenecks, enhance user satisfaction, and align service delivery with ITIL best practices, ultimately fostering a proactive, controlled, and continuously improving IT service management environment.
Question 111:
Which role allows read-only access to Knowledge articles?
A) kb_writer
B) knowledge_manager
C) knowledge_user
D) ITIL
Answer: C) knowledge_user
Explanation:
In ServiceNow Knowledge Management, roles define the level of access, permissions, and responsibilities that users have regarding the creation, management, and consumption of knowledge articles, and the options A) kb_writer, B) knowledge_manager, C) knowledge_user, and D) ITIL illustrate the layered structure of knowledge roles and their integration with IT Service Management processes. Option A, kb_writer, is a role assigned to users who are responsible for creating and updating knowledge articles within a designated knowledge base. KB Writers can draft content, edit existing articles, and contribute detailed guidance, but their work often requires review and approval by higher-level roles before publication. This controlled workflow ensures that content remains accurate, consistent, and aligned with organizational standards while allowing subject matter experts to share their expertise.
Option B, knowledge_manager, represents the role with overarching responsibility for knowledge governance and lifecycle management. Knowledge Managers review, approve, publish, and retire articles, ensuring that all content remains relevant, accurate, and aligned with business and operational needs. They oversee workflows for article creation and maintenance, analyze usage metrics, and incorporate feedback from users and support teams. Knowledge Managers also ensure that the knowledge base supports incident resolution, self-service, and continuous improvement initiatives, playing a strategic role in maximizing the operational value of organizational knowledge. Option C, knowledge_user, focuses primarily on consumption rather than creation. Users with this role can search, view, and reference articles to support their tasks, resolve incidents, or access troubleshooting guidance.
This role is crucial for empowering end users and operational staff to leverage the knowledge base for self-service, reducing the volume of repetitive support requests, and improving resolution times. Knowledge Users help ensure that knowledge assets are effectively utilized, fostering efficiency and informed decision-making without directly modifying or publishing content. Option D, ITIL, is a broader IT Service Management role that provides access to core ITSM modules, including Incident, Problem, Change, and Knowledge Management. While ITIL users can reference and use knowledge articles to support their operational duties, the ITIL role does not inherently grant permissions to create or approve knowledge content unless combined with specific knowledge roles. It enables integration of knowledge use within operational workflows, ensuring that users have the information needed to resolve tasks efficiently.
Together, these roles form a layered knowledge management structure: kb_writer contributes content under controlled conditions, knowledge_manager ensures governance and quality, knowledge_user facilitates effective consumption, and ITIL integrates knowledge access into broader ITSM processes. This hierarchy balances accessibility, contribution, and oversight, maintaining the integrity and reliability of the knowledge base while optimizing operational efficiency. By assigning these roles appropriately, organizations can ensure that knowledge articles are accurate, actionable, and strategically aligned, promoting self-service, reducing incident recurrence, supporting informed decision-making, and enhancing service delivery in alignment with ITIL best practices. This structured approach fosters collaboration, accountability, and continuous improvement across IT and business operations.
Question 112:
What does the Assignment Group field in an Incident record determine?
A) SLA targets
B) Responsible team for resolution
C) Incident category
D) Linked CI
Answer: B) Responsible team for resolution
Explanation:
In ServiceNow Incident Management, several key fields and attributes ensure that incidents are handled efficiently, accurately, and in alignment with organizational priorities, and the options A) SLA targets, B) Responsible team for resolution, C) Incident category, and D) Linked CI represent the foundational elements that drive effective incident tracking and resolution. Option A, SLA targets, defines the Service Level Agreement metrics for the incident, including response and resolution times based on priority, impact, and urgency. SLA targets help organizations monitor performance against predefined commitments, ensuring that incidents are addressed within agreed timelines. By defining SLA targets, IT teams can prioritize incidents appropriately, trigger notifications for impending breaches, and generate reports to analyze trends and compliance, thereby promoting accountability, reducing downtime, and maintaining service quality. Option B, Responsible team for resolution, involves assigning the incident to the appropriate support group or individual, often using the Assignment Group field. Identifying the correct team ensures that the incident is handled by personnel with the right expertise, knowledge, and access to resources, reducing response time and improving the likelihood of first-time resolution. Accurate assignment prevents misrouting, enables workload balancing, and ensures accountability, while also aligning operational efforts with SLA expectations. Option C, Incident category, provides a classification for the incident based on type, subtype, or service area, offering context for the nature of the issue. Categorization facilitates trend analysis, helps identify recurring problems, and informs problem management processes. It also assists in prioritizing resources and tailoring responses, as certain categories may indicate higher business impact or require specialized expertise. Proper categorization enhances reporting capabilities, supports decision-making, and enables proactive measures to reduce recurring incidents. Option D, Linked CI, connects the incident to a Configuration Item (CI) in the Configuration Management Database (CMDB), offering insight into the affected infrastructure, application, or service. Linking to a CI allows IT teams to assess dependencies, evaluate impact, and prioritize resolution based on the criticality of the affected asset. It also supports root cause analysis, problem management, and change planning by providing visibility into relationships and dependencies, ensuring that incidents are resolved with a clear understanding of potential downstream effects. Collectively, these four elements—SLA targets, responsible team, incident category, and linked CI—form a comprehensive framework for incident management in ServiceNow. SLA targets ensure timely response and resolution, the responsible team guarantees accountability and expertise, incident categorization provides structure and context, and CI linkage offers visibility into infrastructure impact and dependencies. Together, they enable efficient, transparent, and informed incident resolution, reduce operational risk, improve user satisfaction, and support continuous service improvement. By integrating these components, organizations can align incident management processes with ITIL best practices, maintain operational excellence, and ensure that IT services are delivered reliably, consistently, and in accordance with both business and technical priorities.
Question 113:
Which role manages Problem workflows, prioritization, and reporting?
A) itil
B) problem_manager
C) knowledge_manager
D) change_manager
Answer: B) problem_manager
Explanation:
The problem_manager role oversees Problem Management, ensuring processes, reporting, and prioritization align with ITIL best practices.
Question 114:
Which ServiceNow feature dynamically enforces field behavior on forms?
A) Business Rule
B) UI Policy
C) Client Script
D) Workflow Activity
Answer: B) UI Policy
Explanation:
UI Policies set fields to mandatory, read-only, or hidden based on conditions, improving usability and data integrity.
Question 115:
Which type of Change is implemented urgently to address critical issues?
A) Standard Change
B) Normal Change
C) Emergency Change
D) Expedited Change
Answer: C) Emergency Change
Explanation:
Emergency Changes address urgent problems that require immediate implementation, often with limited approvals.
Question 116:
Why link Problems to CIs in the CMDB?
A) Assign tasks automatically
B) Enable traceability and impact analysis
C) Configure workflows
D) Track SLA compliance
Answer: B) Enable traceability and impact analysis
Explanation:
Linking Problems to CIs provides visibility into affected assets and services, supporting accurate impact assessment and proactive resolution.
Question 117:
Which table stores Known Error records?
A) problem
B) known_error
C) kb_knowledge
D) task_relations
Answer: B) known_error
Explanation:
The known_error table documents problems with identified root causes and workarounds to help resolve recurring incidents efficiently.
Question 118:
Which feature dynamically updates Service Catalog variables based on user input?
A) Client Script
B) UI Policy
C) Business Rule
D) SLA Definition
Answer: A) Client Script
Explanation:
Client Scripts in the Service Catalog allow dynamic population or adjustment of variables, improving usability and accuracy.
Question 119:
Which table tracks Knowledge article usage for reporting and improvement?
A) kb_article
B) kb_use
C) kb_feedback
D) task_relations
Answer: B) kb_use
Explanation:
The kb_use table logs each instance a Knowledge article is accessed or applied, providing metrics on effectiveness and frequency.
Question 120:
Which ServiceNow feature automates approvals, notifications, and task creation for catalog items?
A) Workflow Editor
B) UI Policy
C) Business Rule
D) Assignment Rule
Answer: A) Workflow Editor
Explanation:
The Workflow Editor enables administrators to design and automate processes for catalog items, ensuring consistent fulfillment and approval management.
