Visit here for our full ServiceNow CIS-ITSM exam dumps and practice test questions.
Question 141:
Which table stores each catalog item requested by a user?
A) sc_task
B) sc_req_item
C) sc_request
D) task
Answer: B) sc_req_item
Explanation:
In ServiceNow Service Catalog management, understanding the structure and purpose of the tables that handle requests, tasks, and fulfillment is essential for effective service delivery, and the options A) sc_task, B) sc_req_item, C) sc_request, and D) task represent the core elements of this framework, each serving a distinct role in tracking and executing service requests. Option A, sc_task, is a table that stores the individual tasks generated to fulfill service catalog items. When a user orders a product or service, such as a laptop, software license, or access to an application, multiple tasks may be required to complete fulfillment, such as approvals, procurement, configuration, or delivery. The sc_task table ensures that these activities are tracked, assigned to the appropriate teams, and monitored for completion, allowing organizations to manage workload, maintain accountability, and ensure that each fulfillment step meets its SLA. Automated workflows can be associated with these tasks to trigger notifications, escalate delays, and provide visibility into progress, making sc_task critical for operational efficiency and customer satisfaction.
Option B, sc_req_item, or Service Catalog Request Item, represents the individual items within a broader service catalog request. Each sc_req_item is associated with its own fulfillment tasks in sc_task, enabling granular tracking of items that may require different resources or processes. For example, a single request for onboarding a new employee may include multiple sc_req_item records for equipment, software, and access rights. By tracking each item separately, organizations can manage dependencies, monitor completion status, and ensure accurate reporting on fulfillment performance, while providing visibility to both requesters and fulfillment teams. Option C, sc_request, is the overarching Service Catalog Request table that aggregates all items ordered by a user in a single transaction. While sc_req_item handles individual items, sc_request provides a consolidated view of the entire request, including requester information, overall status, request date, and fulfillment progress.
This holistic perspective enables requesters and managers to track the status of the entire service request, understand which items are complete, and facilitate reporting on overall service delivery performance. Option D, task, is the generic parent table for all task-based records in ServiceNow, including sc_task, incident tasks, problem tasks, and change tasks. By inheriting from the task table, sc_task, and other specialized tasks benefit from standardized fields, workflow capabilities, notifications, SLA tracking, and reporting mechanisms. This standardization ensures consistency across all types of operational tasks, simplifies administration, and allows organizations to manage diverse work processes using a unified framework. Collectively, these four tables—sc_task, sc_req_item, sc_request, and task—form an integrated structure for managing service catalog operations in ServiceNow. Sc_task captures individual fulfillment activities, sc_req_item tracks specific items within a request, sc_request provides a consolidated overview of the full order, and task serves as the foundational framework for consistent task management and SLA tracking. Leveraging these tables together allows organizations to streamline service delivery, maintain accountability, optimize workflows, improve reporting, and ensure alignment with ITIL best practices, ultimately enhancing efficiency, transparency, and user satisfaction in service catalog management.
Question 142:
Which role grants the ability to approve or reject Change Requests in the workflow?
A) itil
B) change_manager
C) change_approver
D) knowledge_user
Answer: C) change_approver
Explanation:
In ServiceNow, roles define the permissions, responsibilities, and scope of actions that users can perform, ensuring controlled access, operational efficiency, and alignment with ITIL best practices. The options A) itil, B) change_manager, C) change_approver, and D) knowledge_user represent critical roles that facilitate proper governance across IT Service Management processes. Option A, ITIL, is a foundational role that provides access to core ITSM modules, including Incident, Problem, Change, and Knowledge Management. Users with the ITIL role can create, update, and manage records, participate in workflows, and execute day-to-day operational tasks. This role ensures that IT staff can perform essential functions without granting unnecessary administrative privileges, enabling safe and consistent management of operational data while aligning with ITIL framework practices. It serves as the baseline operational role for IT service management users, supporting routine service delivery and incident resolution.
Option B, change_manager, is a strategic role responsible for overseeing the end-to-end Change Management process. Change Managers plan, coordinate, and monitor all changes in the IT environment, ensuring proper assessment, scheduling, risk mitigation, and communication. They facilitate Change Advisory Board (CAB) meetings, establish policies, track change implementation, and conduct post-implementation reviews. By providing governance, prioritization, and oversight, Change Managers ensure that changes are executed in a controlled and low-risk manner, maintaining service reliability, compliance with organizational standards, and alignment with business objectives. Option C, change_approver, is a more specific role focused on reviewing and authorizing change requests.
Change Approvers evaluate the potential impact, risk, and feasibility of proposed changes before approving. They ensure that changes are justified, properly planned, and do not pose unnecessary risk to critical services. This role is crucial for maintaining governance within Change Management, as approvers provide an expert layer of oversight, either individually or as part of a CAB, preventing poorly assessed or unauthorized changes from being implemented. Option D, knowledge_user, is a role dedicated to consuming and contributing to the Knowledge Management module. Knowledge Users can access knowledge articles, apply guidance to resolve incidents or complete tasks, and, depending on permissions, create or update articles.
This role ensures that organizational knowledge is leveraged effectively to improve resolution efficiency, reduce recurring incidents, and promote self-service among end users. Knowledge Users support the dissemination of best practices and operational guidance, enhancing overall service delivery. Collectively, these four roles—ITIL, Change Manager, Change Approver, and Knowledge User—create a layered structure of operational access, governance, and knowledge utilization in ServiceNow. The ITIL role provides foundational operational access, Change Managers ensure strategic oversight of changes, Change Approvers enforce control and risk mitigation, and Knowledge Users facilitate the effective use and creation of organizational knowledge. By defining and implementing these roles appropriately, organizations can maintain accountability, reduce operational risk, ensure efficient service delivery, foster knowledge sharing, and align ServiceNow operations with ITIL best practices, creating a structured, controlled, and continuously improving IT service environment.
Question 143:
When do onLoad Client Scripts execute?
A) When a record is saved
B) When a form is opened
C) When a workflow starts
D) When SLA is breached
Answer: B) When a form is opened
Explanation:
In ServiceNow, triggers determine when automated actions, scripts, or business logic execute, ensuring that tasks, notifications, and workflows occur at the right time to maintain operational efficiency, data integrity, and SLA compliance, and the options A) When a record is saved, B) When a form is opened, C) When a workflow starts, and D) When SLA is breached represent key trigger points that support different aspects of IT Service Management. Option A: When a record is saved, it refers to business rules, client scripts, or workflows that are executed immediately after a record is inserted or updated in the database. This trigger ensures that critical logic, such as data validation, field calculations, notifications, or integrations, is applied consistently whenever changes occur. For example, an incident business rule might automatically assign priority or update related records when the record is saved. By triggering actions at the point of record persistence, organizations can enforce business rules, maintain data consistency, and automate routine operational tasks without relying on manual intervention.
Option B: When a form is opened, it corresponds to client-side scripts such as onLoad scripts that execute as soon as a user accesses a form. This trigger is essential for dynamically adjusting the user interface, pre-populating fields, hiding or showing relevant fields, or providing instructions based on user role or context. Executing logic when a form is opened improves usability, reduces errors, and ensures that users have a guided experience tailored to the task at hand. It also helps enforce policies or validations that need to be visible at the time of data entry, creating a more efficient and controlled operational environment. Option C, When a workflow starts, involves triggering actions or business logic at the initiation of a workflow, often related to complex processes such as change requests, problem resolution, or service catalog fulfillment. Workflows coordinate multiple tasks, approvals, notifications, and conditions in a structured sequence.
Triggering actions at the start of a workflow ensures that prerequisites, initial assignments, and validations are executed automatically, establishing a controlled foundation for downstream activities. This approach enhances efficiency, reduces errors, and ensures compliance with organizational policies and SLA requirements. Option D, When SLA is breached, refers to triggers that execute when a Service Level Agreement target is violated, signaling that a task, incident, or request has exceeded its agreed response or resolution time. Breach triggers often initiate notifications, escalations, or automated corrective actions, ensuring that issues are addressed promptly and accountability is maintained.
SLA breach triggers are critical for performance monitoring, proactive intervention, and reporting, helping organizations meet contractual obligations and maintain service quality. Collectively, these trigger points—record save, form load, workflow start, and SLA breach—enable organizations to automate processes, enforce policies, guide users, and ensure operational compliance. By leveraging triggers appropriately, ServiceNow ensures accurate, efficient, and controlled task execution, reduces manual effort, enhances data integrity, supports SLA adherence, and aligns IT operations with ITIL best practices, creating a responsive and well-governed IT service environment.
Question 144:
What is the purpose of Known Error Workarounds?
A) Track SLA breaches
B) Guide support teams on handling known errors until permanent solutions are implemented
C) Automate approvals
D) Assign tasks to groups
Answer: B) Guide support teams on handling known errors until permanent solutions are implemented
Explanation:
In ServiceNow, Problem Management plays a vital role in maintaining service quality, reducing recurring incidents, and improving operational efficiency and The options A) Track SLA breaches, B) Guide support teams on handling known errors until permanent solutions are implemented, C) Automate approvals, and D) Assign tasks to groups represent key functions and mechanisms that enable this process. Option A, Track SLA breaches, refers to monitoring service level agreements associated with tasks or incidents linked to a problem record. SLA tracking ensures that tasks are completed within the agreed response and resolution times, providing visibility into potential breaches and performance gaps. By tracking SLA compliance, organizations can proactively address overdue items, escalate issues to the appropriate stakeholders, and maintain accountability across teams. SLA monitoring is crucial for maintaining service quality, meeting business expectations, and identifying areas where operational improvements are needed. Option B, Guide support teams on handling known errors until permanent solutions are implemented, highlights one of the core responsibilities of Problem Management.
Problems often document workarounds or temporary mitigation steps that allow support teams to manage recurring incidents while a permanent resolution is being developed. Providing clear guidance ensures that incidents are addressed efficiently, service disruption is minimized, and users experience a consistent resolution process. Integrating these workarounds into knowledge articles or problem records facilitates knowledge sharing, reduces resolution time, and prevents recurrence, ultimately supporting both operational efficiency and user satisfaction. Option C, Automate approvals, refers to the integration of Problem Management with Change Management processes, where implementing a permanent solution often requires a Change Request. Automated approval workflows streamline the process of validating and authorizing necessary changes, reducing delays, ensuring compliance with organizational policies, and mitigating risks associated with manual approval processes. This automation ensures that problem resolutions are implemented promptly, safely, and in alignment with ITIL best practices.
Option D, Assign tasks to groups, involves the delegation of problem-related activities, such as investigation, analysis, or resolution, to appropriate support teams. Assigning tasks to groups ensures that personnel with the necessary expertise handle each aspect of the problem, balance workloads, and prevent tasks from being overlooked. It also facilitates collaboration, accountability, and efficient workflow management, allowing teams to track progress and maintain visibility into task completion. Collectively, these four functionalities—tracking SLA breaches (Option A), guiding support teams with known errors (Option B), automating approvals (Option C), and assigning tasks to groups (Option D)—create a comprehensive framework for effective Problem Management in ServiceNow.
SLA tracking enforces timely resolution, workarounds enable temporary mitigation, automated approvals streamline change implementation, and task assignment ensures accountability and expertise-driven resolution. Together, these processes reduce downtime, enhance incident resolution efficiency, improve knowledge retention, and maintain high service quality. By leveraging these capabilities, organizations can proactively manage recurring issues, implement permanent solutions efficiently, and continuously improve IT service delivery, aligning operational practices with ITIL best practices and fostering a structured, well-governed service environment.
Question 145:
Which table defines SLA rules and targets in ServiceNow?
A) sla_instance
B) sla_definition
C) task_sla
D) task_cmdb_rel
Answer: B) sla_definition
Explanation:
In ServiceNow, effective SLA (Service Level Agreement) management is essential for monitoring, measuring, and ensuring timely resolution of tasks, incidents, and service requests, and the options A) sla_instance, B) sla_definition, C) task_sla, and D) task_cmdb_rel represent key components that facilitate SLA tracking, compliance, and reporting within the platform. Option A, sla_instance, refers to the specific occurrences of SLAs applied to individual tasks, incidents, or requests. Each sla_instance represents an active SLA being tracked, including start time, stop time, pause periods, and any breaches or completions. By recording each SLA instance, ServiceNow allows organizations to monitor real-time compliance, analyze performance metrics, and generate reports for individual records or aggregated datasets. This granular tracking ensures accountability, enables escalation when targets are at risk of being missed, and supports proactive management of service commitments. Option B, sla_definition, defines the rules, conditions, and targets for SLAs across the organization. An SLA definition specifies which types of tasks or records require SLA monitoring, the start and stop conditions for SLA timers, pause conditions, and the expected completion or response times based on priority or category. These definitions establish a standardized framework for measuring service performance, ensuring consistency across teams and processes. By maintaining well-defined SLAs, organizations can align service delivery with business expectations, enforce accountability, and facilitate continuous improvement. Option C, task_sla, serves as a junction table that links individual tasks, incidents, or requests to the SLA instances that apply to them. This table tracks which SLAs are relevant for each record, monitors progress against SLA targets, and records status information such as in-progress, breached, or completed. Task_sla enables operational visibility, reporting, and automation of notifications or escalations when SLA thresholds are approaching or breached. It ensures that service teams remain accountable for meeting agreed service levels and allows management to identify trends, bottlenecks, or recurring SLA violations. Option D, task_cmdb_rel, while not directly an SLA table, relates tasks to Configuration Items (CIs) within the CMDB. This relationship is crucial because SLA expectations often vary based on the criticality of the affected CI or service. Linking tasks to CIs allows organizations to prioritize SLAs appropriately, understand the impact of delays on critical services, and correlate SLA performance with infrastructure dependencies. This linkage supports informed decision-making and ensures that service delivery aligns with business priorities. Together, these four components—sla_instance, sla_definition, task_sla, and task_cmdb_rel—create a robust framework for SLA management in ServiceNow. Sla_definition sets the rules, sla_instance tracks each SLA occurrence, task_sla links SLAs to specific records for monitoring and reporting, and task_cmdb_rel ensures that service criticality is considered in SLA enforcement. By leveraging these elements, organizations can maintain accountability, monitor performance, prevent SLA breaches, optimize resource allocation, and ensure that IT services meet business expectations. This integrated approach enables proactive management, data-driven decision-making, and alignment with ITIL best practices, fostering operational efficiency and continuous service improvement.
Question 146:
Why are structured Knowledge articles important?
A) They assign tasks automatically
B) They guide support staff consistently, reduce errors, and link to Problems or Incidents
C) They approve Change Requests
D) They monitor SLA breaches
Answer: B) They guide support staff consistently, reduce errors, and link to Problems or Incidents
Explanation:
In ServiceNow, knowledge articles play a critical role in enhancing operational efficiency, improving incident resolution, and standardizing support processes, and the options A) They assign tasks automatically, B) They guide support staff consistently, reduce errors, and link to Problems or Incidents, C) They approve Change Requests, and D) They monitor SLA breaches reflect different functionalities and highlight how knowledge and automation intersect in IT service management. Option A, They assign tasks automatically, is not a direct function of knowledge articles but relates to the broader workflow automation capabilities in ServiceNow. While knowledge articles themselves do not assign tasks, they often provide the contextual guidance or triggers that inform automated workflows, ensuring that work items, approvals, or follow-up actions are properly routed to the appropriate teams or individuals. Integrating knowledge with automation allows organizations to reduce manual effort and maintain consistency in task assignment across incidents, problems, or service requests. Option B: They guide support staff consistently, reduce errors, and link to Problems or Incidents, capturing the core purpose of knowledge articles. Knowledge articles store verified solutions, procedures, best practices, or workarounds that support staff can reference when resolving incidents or addressing problems. By providing step-by-step guidance and context, these articles reduce reliance on individual experience, minimize errors, and ensure consistent service delivery. Linking knowledge articles to related Problems or Incidents enables teams to quickly access relevant information, understand recurring issues, and implement effective resolutions, while also supporting the creation of new articles based on lessons learned or recurring patterns. This function not only improves operational efficiency but also enhances knowledge retention and empowers teams to resolve issues faster. Option C, They approve Change Requests, is a function outside the primary scope of knowledge articles. While knowledge content may inform decision-making by providing information on previous implementations, workarounds, or known errors, knowledge articles themselves do not have the authority to approve changes; approvals are handled by designated roles such as Change Approvers or Change Managers within the Change Management process. Knowledge contributes indirectly by ensuring that change decisions are informed and aligned with organizational best practices. Option D, which monitors SLA breaches, is similarly indirect. Knowledge articles do not actively track SLA compliance; however, they support SLA adherence by providing guidance that accelerates incident resolution or problem mitigation. When staff follow the documented procedures, they can resolve issues more efficiently, reducing the risk of SLA breaches and contributing to overall service level performance. Collectively, these options illustrate that knowledge articles primarily function as structured guidance tools (Option B) that enhance consistency, reduce errors, and provide traceability through links to related records. While they do not directly assign tasks, approve changes, or monitor SLAs (Options A, C, and D), their integration with workflows, incident and problem management, and automation indirectly supports these objectives. By leveraging knowledge articles effectively, organizations can create a more efficient, accountable, and informed IT service environment, ensuring faster incident resolution, better decision-making, and alignment with ITIL best practices. This holistic approach fosters a culture of knowledge sharing, operational excellence, and continuous improvement across IT operations.
Question 147:
What type of relationships does the task_relations table maintain?
A) CI dependencies
B) Parent-child or related task associations
C) SLA assignments
D) Knowledge usage metrics
Answer: B) Parent-child or related task associations
Explanation:
In ServiceNow, understanding relationships, dependencies, and performance metrics is essential for effective IT Service Management, and the options A) CI dependencies, B) Parent-child or related task associations, C) SLA assignments, and D) Knowledge usage metrics represent critical elements that ensure operational efficiency, accountability, and informed decision-making. Option A, CI dependencies, refers to the relationships between Configuration Items (CIs) in the CMDB, which map how one component impacts or relies on another. For instance, a server may host multiple applications, or a network device may support several endpoints. Knowing these dependencies is crucial for assessing the impact of incidents, planning changes, and performing root cause analysis. When a CI fails or is scheduled for change, understanding its dependencies helps teams prioritize remediation, prevent cascading service disruptions, and make informed decisions about risk and resource allocation. Accurate mapping of CI dependencies supports proactive problem management and enhances the organization’s ability to maintain service continuity. Option B, Parent-child or related task associations, pertains to the way tasks, incidents, problems, or service catalog items are linked to show relationships and dependencies. Parent-child relationships allow complex workflows to be broken into smaller, manageable tasks while preserving overall visibility. For example, a major change request may generate multiple child tasks assigned to different teams, and linking them ensures that each task is completed before closure. Related task associations allow teams to see dependencies across incidents or problems, prevent duplicate work, and maintain coordinated efforts. This structure improves workflow efficiency, supports accountability, and enhances traceability for auditing and reporting purposes. Option C, SLA assignments, involves linking specific Service Level Agreements to tasks, incidents, or requests. SLA assignments define expected response and resolution times based on priority, category, or impacted service, and they ensure that work is monitored against agreed timelines. Proper SLA assignment provides visibility into performance, triggers notifications or escalations for potential breaches, and allows management to enforce accountability. SLA assignments are critical for meeting business expectations, maintaining customer satisfaction, and ensuring compliance with organizational or contractual requirements. Option D, Knowledge usage metrics, tracks how knowledge articles are accessed and applied in resolving incidents or problems. Monitoring knowledge usage provides insights into which articles are effective, which need updates, and which areas of knowledge are underutilized. High usage indicates valuable content that supports consistent and efficient resolutions, while low usage or negative feedback signals areas for improvement. These metrics help organizations maintain a high-quality knowledge base, support self-service initiatives, and reduce recurring incidents. Together, these four elements—CI dependencies, task associations, SLA assignments, and knowledge usage metrics—form an integrated framework for managing IT operations in ServiceNow. CI dependencies guide risk-aware decision-making, task associations ensure coordinated and traceable workflows, SLA assignments enforce timely resolution, and knowledge usage metrics improve operational learning and efficiency. By leveraging these components collectively, organizations can enhance service quality, optimize resources, maintain compliance with ITIL best practices, and foster a culture of continuous improvement and proactive problem management.
Question 148:
Which Change type is pre-approved, low-risk, and recurring?
A) Normal Change
B) Emergency Change
C) Standard Change
D) Expedited Change
Answer: C) Standard Change
Explanation:
In ServiceNow, Change Management categorizes changes based on risk, urgency, and repeatability, and the options A) Normal Change, B) Emergency Change, C) Standard Change, and D) Expedited Change represent the main classifications that guide how changes are assessed, approved, and implemented to minimize disruption and maintain service continuity. Option A, Normal Change, refers to changes that follow the standard change lifecycle and require assessment, authorization, and scheduling before implementation. These changes can range from software upgrades to configuration adjustments that have moderate risk and impact. Normal changes undergo evaluation by the Change Advisory Board (CAB) or designated approvers, ensuring proper planning, testing, and communication. By following this controlled process, organizations reduce the risk of service disruption and maintain alignment with ITIL best practices, while allowing sufficient time to assess dependencies, prepare rollback plans, and verify that resources are available for successful implementation. Option B, Emergency Change, represents high-priority changes that must be implemented immediately to address critical incidents, outages, or security vulnerabilities. Emergency changes bypass some standard approval procedures to expedite resolution, but they are still documented, reviewed, and, when possible, post-implementation analyzed to capture lessons learned. These changes are inherently risky because of the compressed timelines, but they are necessary to restore service, mitigate critical risks, and minimize business impact. Proper governance around emergency changes ensures that urgent issues are addressed while still maintaining traceability and accountability. Option C, Standard Change, is a pre-approved, low-risk, and repeatable change that follows a defined, documented procedure. Examples include password resets, routine software patching, or onboarding a new employee’s laptop. Because these changes have predictable outcomes and established workflows, they do not require individual approval for each occurrence, which increases efficiency and reduces administrative overhead. Standard changes enable IT teams to perform routine maintenance or operational tasks quickly and safely while maintaining consistency, compliance, and service reliability. Option D, Expedited Change, is a variation that seeks to accelerate the processing of changes that are time-sensitive but do not meet the criteria of an emergency. Expedited changes may require quicker approvals or fast-tracked scheduling to meet business needs, such as a critical product update or regulatory compliance task. While they carry more risk than standard changes, they are still subject to some review and documentation to ensure traceability and reduce potential negative impact. Collectively, these four change types provide a structured framework for balancing speed, risk, and control in IT operations. Normal changes ensure methodical planning and approval for moderate-risk modifications, emergency changes address urgent crises while maintaining accountability, standard changes streamline low-risk routine tasks, and expedited changes allow quicker action on time-sensitive initiatives without fully bypassing governance. By categorizing changes in this way, organizations can optimize service delivery, minimize operational risk, comply with ITIL best practices, and maintain a predictable, efficient, and controlled change management process that supports both business agility and service reliability.
Question 149:
What is the primary purpose of Service Mapping?
A) Assign tasks automatically
B) Document relationships between business services and supporting CIs
C) Track SLA compliance
D) Log Knowledge article usage
Answer: B) Document relationships between business services and supporting CIs
Explanation: In ServiceNow, effective IT Service Management relies on automation, visibility, and knowledge integration, and the options A) Assign tasks automatically, B) Document relationships between business services and supporting CIs, C) Track SLA compliance, and D) Log Knowledge article usage illustrate key functionalities that ensure efficient service delivery, accountability, and continuous improvement. Option A, Assign tasks automatically, refers to the use of assignment rules, workflows, and business rules to route tasks, incidents, requests, or changes to the appropriate team or individual based on criteria such as category, priority, CI ownership, or location. Automatic task assignment reduces manual effort, minimizes delays, and ensures that work is handled by personnel with the right expertise. This automation not only accelerates service fulfillment but also supports SLA compliance by guaranteeing that tasks are addressed promptly and consistently, reducing the likelihood of overlooked or misrouted assignments. Option B, Document relationships between business services and supporting CIs, involves capturing the dependencies and connections between Configuration Items (CIs) in the CMDB and the business services they support. Understanding these relationships is critical for impact analysis, incident prioritization, and change planning. For example, if a critical server fails, knowing which applications and services rely on it allows IT teams to assess risk, communicate effectively with stakeholders, and prioritize remediation efforts. Documenting CI relationships also supports proactive problem management, capacity planning, and service continuity initiatives, ensuring that IT operations remain aligned with business objectives. Option C, Track SLA compliance, refers to monitoring Service Level Agreements associated with tasks, incidents, or requests to ensure that agreed-upon response and resolution times are met. SLA tracking provides visibility into potential breaches, triggers notifications or escalations for overdue items, and allows managers to assess team performance. Effective SLA monitoring ensures accountability, helps maintain service quality, and enables organizations to meet contractual or internal service commitments. By tracking compliance, organizations can also identify process inefficiencies, prioritize critical issues, and optimize resource allocation. Option D, Log Knowledge article usage, captures how knowledge content is applied by support staff or end users to resolve incidents, problems, or service requests. Tracking usage provides insights into the effectiveness of articles, identifies gaps in content, and highlights frequently referenced procedures or solutions. High engagement with knowledge articles indicates valuable guidance that improves resolution times and consistency, while low usage can trigger updates or revisions to enhance relevance. Knowledge usage metrics also support continuous improvement, enabling IT teams to refine documentation and strengthen organizational knowledge over time. Collectively, these four functionalities—automatic task assignment, CI-to-service relationship documentation, SLA compliance tracking, and knowledge usage logging—form a comprehensive framework for efficient and effective IT service delivery. Task automation ensures timely execution, CI relationship documentation enables informed impact analysis, SLA tracking enforces accountability and performance, and knowledge logging fosters learning and process improvement. By integrating these elements, organizations can reduce downtime, optimize workflows, improve resolution efficiency, enhance knowledge retention, and maintain alignment with ITIL best practices, creating a reliable, well-governed, and continuously improving IT service environment.
Question 150:
Why are Work Notes used in ServiceNow?
A) Visible to end users
B) Capture internal progress and technical steps without exposing sensitive information
C) Assign tasks automatically
D) Approve Changes
Answer: B) Capture internal progress and technical steps without exposing sensitive information
Explanation:
In ServiceNow, managing tasks, incidents, and changes effectively requires clear delineation of visibility, responsibilities, and workflow automation, and the options A) Visible to end users, B) Capture internal progress and technical steps without exposing sensitive information, C) Assign tasks automatically, and D) Approve Changes highlight key mechanisms that ensure operational efficiency, accountability, and service quality. Option A, Visible to end users, refers to the information that is intentionally shared with the end-user community through forms, service requests, or knowledge articles. Public updates, notifications, or progress messages allow users to remain informed about the status of their incidents, requests, or changes, improving transparency and satisfaction. By providing end users with timely, relevant, and comprehensible updates, IT teams can reduce unnecessary inquiries, improve communication, and foster a sense of reliability and trust in service delivery. Option B, Capture internal progress and technical steps without exposing sensitive information, focuses on the use of work notes or internal comments that are accessible only to support staff and administrators. These internal records allow technicians to document troubleshooting steps, diagnostic results, mitigation measures, and collaborative efforts in resolving incidents or completing tasks. By keeping this information internal, sensitive data, security details, or complex technical operations are protected from end-user visibility, maintaining both confidentiality and operational security while ensuring knowledge retention for auditing, future problem resolution, or training purposes. Option C, Assign tasks automatically, refers to the configuration of assignment rules, business rules, or workflow logic that routes tasks, incidents, or changes to the correct team or individual based on criteria such as priority, category, impacted CI, or geographical location. Automatic task assignment ensures that issues are handled promptly by the appropriate personnel, reduces human error, balances workloads, and increases SLA compliance. Automation streamlines operations, prevents bottlenecks, and enables IT teams to focus on resolution rather than manual task routing. Option D, Approve Changes, highlights a critical governance function within Change Management, where specific roles such as Change Managers or Change Approvers review and authorize changes before implementation. Approval ensures that changes are assessed for risk, impact, and compliance, reducing the likelihood of service disruption and supporting controlled change deployment. Integrating approval steps with workflows maintains accountability, aligns change execution with organizational policies, and ensures that modifications are implemented safely and efficiently. Collectively, these four elements—public visibility for end users, internal progress tracking, automated task assignment, and change approval—create a comprehensive framework for managing IT operations in ServiceNow. Public updates enhance transparency and user satisfaction, internal documentation preserves knowledge and maintains security, automation accelerates task handling and improves SLA adherence, and structured approvals ensure controlled, risk-aware changes. By leveraging these capabilities together, organizations can optimize operational efficiency, maintain compliance with ITIL best practices, reduce errors, and provide high-quality, reliable, and accountable IT service delivery that meets both user expectations and business objectives.
Question 151:
What capability does the knowledge_user role provide?
A) Create and publish Knowledge articles
B) Edit Knowledge articles
C) View Knowledge articles without editing or publishing
D) Manage Knowledge base permissions
Answer: C) View Knowledge articles without editing or publishing
Explanation:
In ServiceNow, the management and use of knowledge are central to effective IT service delivery, and the options A) Create and publish Knowledge articles, B) Edit Knowledge articles, C) View Knowledge articles without editing or publishing, and D) Manage Knowledge base permissions represent key roles and capabilities that govern how knowledge is created, maintained, accessed, and controlled. Option A, Create and publish Knowledge articles, refers to the ability to author new knowledge content and make it available to the intended audience, whether that is end users or support teams. Users with this capability, typically assigned the kb_writer or knowledge_manager role, are responsible for drafting clear, accurate, and well-structured articles that document solutions, procedures, best practices, or workarounds. Publishing ensures that the content is live and accessible, enabling users and technicians to resolve issues efficiently, reduce incident recurrence, and improve service consistency.
Creating and publishing knowledge articles also supports self-service initiatives, empowering end users to find answers independently and reducing the workload on support teams. Option B, Edit Knowledge articles, allows authorized users to modify existing articles to maintain accuracy, update procedures, or reflect new insights and lessons learned. Editing is essential for keeping the knowledge base relevant and reliable, as outdated or incomplete content can lead to inefficiencies, repeated incidents, or incorrect resolutions. This capability ensures that knowledge evolves with the organization’s processes, technology changes, and business requirements, maintaining the value and trustworthiness of the knowledge repository. Option C, View Knowledge articles without editing or publishing, represents the basic read-only access to knowledge content. Users with this capability, often the majority of IT staff and end users, can leverage the knowledge base to find solutions, follow procedures, or gain guidance without altering the content. Viewing articles without modification preserves the integrity of the knowledge base, ensures consistency of information, and allows widespread access to critical operational guidance.
This role is crucial for promoting knowledge utilization, supporting self-service, and enabling staff to make informed decisions while maintaining content control. Option D, Manage Knowledge base permissions, involves administrative oversight over who can create, edit, publish, or view knowledge within specific knowledge bases. This capability ensures that content is accessible only to the intended audience, protects sensitive or proprietary information, and enforces governance policies. By controlling permissions, administrators can maintain quality standards, prevent unauthorized changes, and ensure compliance with organizational or regulatory requirements. Together, these four functions—creating and publishing articles, editing content, viewing articles, and managing permissions—form a comprehensive knowledge management framework in ServiceNow. Creating and publishing drives content availability, editing maintains accuracy and relevance, viewing facilitates operational use, and managing permissions ensures governance and security. By integrating these capabilities, organizations can foster a robust, reliable, and controlled knowledge ecosystem that enhances incident resolution, supports continuous improvement, reduces operational errors, and aligns with ITIL best practices, ultimately improving service quality, efficiency, and end-user satisfaction.
Question 152:
How does the Assignment Group field improve incident resolution?
A) Assigns SLA targets
B) Routes incidents to the correct team
C) Documents Known Error workarounds
D) Links Knowledge articles
Answer: B) Routes incidents to the correct team
Explanation:
Assignment Groups ensure that incidents are addressed by personnel with the right skills, improving response time and efficiency.
Question 153:
Which table links tasks to Configuration Items for impact and traceability?
A) cmdb_rel_ci
B) task_cmdb_rel
C) task_relations
D) sc_task
Answer: B) task_cmdb_rel
Explanation:
task_cmdb_rel associates tasks such as Incidents or Problems with the affected CIs, enabling impact analysis and reporting.
Question 154:
What is the purpose of Assignment Rules in ServiceNow?
A) Update Knowledge articles
B) Automatically route tasks to the correct group based on conditions
C) Create SLA definitions
D) Track work notes
Answer: B) Automatically route tasks to the correct group based on conditions.
Explanation:
Assignment Rules evaluate conditions like CI, category, or priority to ensure proper workload distribution and timely resolution.
Question 155:
Linking Knowledge articles to Problems helps:
A) Automatically close incidents
B) Reference workarounds to reduce recurring issues
C) Assign approvals
D) Generate SLA metrics
Answer: B) Reference workarounds to reduce recurring issues
Explanation:
Linking articles guides recurring incidents, improving resolution efficiency, and supporting ITIL-aligned processes.
Question 156:
After the Implementing stage, a Change enters which stage?
A) New
B) Scheduled
C) Review
D) Closed
Answer: C) Review
Explanation:
The Review stage validates that the change was successful, documents lessons learned, and ensures proper closure.
Question 157:
What is stored in the sc_task table?
A) Knowledge articles
B) Child tasks for approvals, fulfillment, and work assignments linked to catalog items
C) SLA definitions
D) Change approval logs
Answer: B) Child tasks for approvals, fulfillment, and work assignments linked to catalog items
Explanation:
sc_task manages individual fulfillment tasks, enabling workflow tracking and automation for catalog requests.
Question 158:
The change_manager role allows users to:
A) Approve individual Changes
B) Configure workflows, approvals, and policies for Change Requests
C) View Knowledge articles
D) Assign incidents automatically
Answer: B) Configure workflows, approvals, and policies for Change Requests
Explanation:
The change_manager role ensures governance, process adherence, and proper management of Change Requests.
Question 159:
Known Error Workarounds improve service continuity by:
A) Closing incidents automatically
B) Providing temporary guidance until permanent solutions are implemented
C) Assigning tasks to groups
D) Updating SLA definitions
Answer: B) Providing temporary guidance until permanent solutions are implemented
Explanation:
Workarounds help manage recurring incidents, reduce downtime, and maintain operational efficiency.
Question 160:
The sla_definition table enables:
A) Task-to-CI linkage
B) SLA assignment automatically to tasks based on conditions and targets
C) Knowledge article tracking
D) Work Notes documentation
Answer: B) SLA assignment automatically to tasks based on conditions and targets
Explanation:
The sla_definition table defines rules, conditions, and target metrics to automatically assign SLAs to relevant tasks, ensuring compliance and service quality.
