EMT Practice Test

1. Question Content...

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Question1: Incident Variable Editor can be made visible only to incidents created from record producers.

Question2: How do you make an article visible in the featured content section?

Question3: The data in the Schedule section of the change request is just to aid reviewers and implementers. No process logic is driven off of values in these fields.

Question4: One of the following is NOT a valid option in the "Content type" field in the Content item form.

Question5: Which of the following outlines the ways changes may be related to incidents?

Question6: When creating a variable to identify a location for a catalog item to be delivered, the most likely variable type to choose would be _____________.

Question7: Which of the following approaches is used to display a variable from a requested item on a Catalog Task form?

Question8: Which of the following are valid channels to create incidents? (Choose three.)

Question9: Which of the following is used to determine which users can see certain catalog items?

Question10: What are the primary record types in configuration management?

Question11: It is recommended to refer to problem states using the values rather than the constants.

Question12: Which of the following user feedback actions are stored in kb_feedback table? (Choose all that apply.)

Question13: ServiceNow is limited to a single Knowledge Base for all users of the platform to access.

Question14: What is the next change state when the user clicks on "Implement" button in normal change form?

Question15: On an Incident, which of the following conditions will trigger the Reopen Count field value to be incremented?

Question16: The Incident Task [incident_task] table is extended from the _________ table.

Question17: Which of the following fields is mandatory when the button "Request Approval" in normal change form is clicked?

Question18: Which of the following steps should be followed to configure Assignment group field in the incident table to allow selection from a certain set of groups? (Choose two.)

Question19: Which of the following statements is true regarding incident categorization driven by configuration item?

Question20: Workshops intend to understand the current processes at the organization in order to reflect them in ServiceNow ITSM.

Question21: True or False: Every Catalog Item uses the same workflow to manage approvals.

Question22: Once an Incident is placed in a Resolved State, the Caller may no longer re-open the Incident.

Question23: Under which circumstances can a user with the itil role create a Problem record from an Incident record?

Question24: When the state is "On Hold" and the "On Hold Reason" is "Awaiting Caller", the incident state will automatically change to "In Progress" once the caller user makes a change to the incident.

Question25: Which of the following plugins should be activated in order to enable ATF for service catalog? (Choose all that apply.)

Question26: All catalog items within a catalog should follow the same fulfillment workflow.

Question27: What will be the new state once you click on the "Confirm" button in the problem form?

Question28: Which of these are considered configuration base items? (Choose three.)

Question29: If a script include has SNC in its name, it means it is safe to edit these script includes and upgrade will not be affected.

Question30: Which of the following record types would you use in order to set up a new hired employee?

Question31: Which of the following is NOT a valid Request State?

Question32: During which phase of the change management lifecycle are the following activities performed?
* Record the planned schedule for when the change will take place
* Perform risk assessment and evaluate risk
* Describe relevant implementation plan, test plan and backout plan

Question33: Can a group have a parent group?

Question34: On an incident, which of the following conditions will trigger the Reopen Count field value to be incremented?

Question35: Which one of the following represents the overall lifecylce of a Request?

Question36: Technical workshop and process workshop can be combined in one workshop.

Question37: Which of the following roles can maintain user criteria?

Question38: Which table do all technical configuration items extend from?

Question39: In Incident Management , which of the following States are considered Active?

Question40: What should you do to customize the fields that get copied from incident when creating a problem from an incident?

Question41: What should you do in order to edit the template used to populate fields of known error article created from a problem?

Question42: ServiceNow is very flexible platform. Therefore, it is encouraged to customize ITSM processes to match any requirements from the customer.

Question43: What can you do to show the "No cart" option in catalog item form?

Question44: Which of the following statements is true regarding the permission that a user of itil role has?

Question45: What is the minimum role required in order to delete a change?

Question46: Which of the following plugins is needed in order to add a survey when calculating risk in change requests?

Question47: Which of the following are valid ways to change a problem's state to Closed? (Choose all that apply.)

Question48: How to change the logic of calculating incident priority?

Question49: Which table is used to store Q&A data for knowledge articles?

Question50: A developer is trying to access org data from within a test class.
Which sObject type requires the test class to have the (seeAllData=true) annotation?

Question51: Which field on a Configuration Item record may be used to expedite Incident routing and resolution?

Question52: Which of the following ways can be used to detect problems? (Choose all that apply.)

Question53: Which of the following is used to group multiple catalog items that are usually ordered together in one request?

Question54: What will be the new state once you click on the "Start Fix" button in the problem form?

Question55: Change Management uses the workflow engine by default to facilitate approvals and processing for each type of Change, including Emergency, Normal, and Standard.

Question56: The Requirements Workshop answers the questions "Where would we like to be, where do we start, and how do we get there?"

Question57: Which of the following users has the permission to reopen an incident?

Question58: Under which circumstances is it appropriate to accept the risk of a problem?

Question59: Which of the following is the goal of problem management?

Question60: How is access to knowledge articles administered?

Question61: It is possible to create two different sets of priority rules for incidents and problems.

Question62: What record type(s) can be created from an interaction through Agent Workspace? Select 3 Answers from the below options

Question63: Which type of record may be used to initiate the process to deploy a fix to an incident?

Question64: Which one of the following incident reports might help managers predict staffing levels required?

Question65: What is the default number of days (integer) after which Resolved Incidents are automatically closed?

Question66: In Problem Management, which element must be edited to modify the field mappings when Knowledge Articles are generated from ACTIVE Problem records?

Question67: How to make the problem state move to "Resolved" instead of "Closed" when the "Accept Risk" button is clicked.

Question68: When the Change Management - Risk Management plugin is enabled, which of

Question69: In the baseline platform configuration, which Incident Management function is limited to users with roles of either itil_admin or admin?

Question70: When does the requested item workflow initiate?

Question71: Which one of the following is the GOAL of Incident Management?

Question72: In the CAB Workbench application, meeting notes and minutes are documented at the CAB meeting level.

Question73: Which of the following tables is used to store knowledge articles?

Question74: Catalog item can appear only in one category.

Question75: Which of the following actions on the Incident table require the itil_admin role?

Question76: Benchmarks provide comparative insights relative to industry averages.

Question77: Even Though some catalog items approval workflow might be similar, it is recommended to have separate approval workflow for each catalog item.

Question78: Which of the following properties is used to decide which knowledge base will be used to create known error articles for problems?

Question79: Which of the following are valid Request States? (Choose all that apply.)

Question80: Which condition must be met to have a knowledge article display on the Knowledge Home Page in the Featured Content section?

Question81: Draft stories are outputs of requirements workshop(s).

Question82: How can a user with itil roles resolve a problem?

Question83: Which of the following statements is true regarding conflict detection for change requests?

Question84: Which one of the following variable types in NOT supported in mobile?

Question85: Which of these are considered configuration base items? (Choose three.)

Question86: The purpose of "CAB Required" checkbox in the change request form is to determine whether the workflow will send approval task to the CAB group.

Question87: Which of the following statements reflects when the Actual start and Actual end date fields are populated on a change request?
Actual start is set when the _____________.

Question88: Which of the following is NOT a known error article field?

Question89: Which mechanism is used to set the number of days (integer) after which Resolved Incidents are automatically closed?

Question90: Which of the following roles is allowed to create a new CI class? (Choose two.)

Question91: Default Variables Editor is used to edit catalog items.

Question92: It is possible to create incidents automatically based on alerts from Event Management.

Question93: REVIEW
Which key performance indicators can be influenced by effective Problem Management? Select all that apply.

Question94: What is the name of the view that can be configured to control the fields displayed when a user hovers over te reference icon next to a reference field?

Question95: For an incident, which of the following are used when calculating the value of the Business Duration field?

Question96: Problem Management Investigation and Diagnosis activities include__________.

Question97: Map to field functionality is NOT supported for variables added inside a variable set.

Question98: Which of the following statements is true regarding attaching workflows to requests?

Question99: When does a State of On Hold pause an SLA?

Question100: Selecting this option on a change approval policy will enable the ability to execute only on the first matching decision condition instead of matching each decision condition.

Question101: Under which circumstances would a knowledge article author set the Display Attachments field to false on an article that has attachments?

Question102: How to see which record producers and catalog items are using a certain variable set?

Question103: In Problem Management, when using the Communicate Workaround Related
Link, which of the following conditions must be met for the workaround to be communicated? Select all that apply.

Question104: Which plugin should be activated to enable Article Versioning in Knowledge Management?

Question105: Which of the following statements is true regarding incidents created for a VIP caller?

Question106: According to the OOTB implementation, you can only create normal change or emergency change from a problem, but not standard change.

Question107: A Knowledge Article can be associated with multiple Knowledge Bases.

Question108: Which feature can Service Desk Agents use to ensure that Knowledge Articles they attach to Incidents are Article that are appropriate to share with Callers?

Question109: Which table does the Incident table extend from?

Question110: Once the change request's state changes to "Review", the user should fill the mandatory fields in the review form.

Question111: Which field on the incident table automatically tracks the TOTAL elapsed time between when an incident is created until the time it is resolved?

Question112: By default, CAB Approval is only requested for normal changes with moderate to high risk.

Question113: Which of the following knowledge workflows are available OOTB? (Choose all that apply.)

Question114: Which of the following can the end user see in the related search result?

Question115: Change Tasks generated by the Change Request - Normal Change tasks
workflow should include:

Question116: Which of the following variables is NOT supported within a multi-row variable set?

Question117: The calculation of incident priority is based on both impact and urgency fields.

Question118: In the baseline platform configuration of Change Management, which of the following are controlled by the Change Request - Normal workflow?

Question119: What is the module that is used to navigate to CI Relationships?

Question120: Which of these roles are allowed to subscribe to CI item? (Choose all that apply.)

Question121: An Order Guide can include multiple Items. Items have common variables, such as Shipping Location, and Requester. Which field on the Order Guide, when set to true, automatically copies the common variable values to corresponding variables on each included Item?

Question122: When an end-user (with no roles in the platform) submits an Incident using the Self-Service interface or Service Portal, Related Search Results automatically display search results from Knowledge Bases and Service Catalogs. These Related Search Results are a form of __________ ?

Question123: You can create only one change request from an incident.

Question124: When can a user (who has no assigned roles in the system) close an incident?

Question125: ATF is NOT supported for order guides in service portal.

Question126: For the majority of Catalog Items, the customer requires Quantity and Price to be displayed. However, for one Item, the customer would like to omit these two fields. Which of the following approaches should be used to satisfy this requirement?

Question127: What is the relationship between User table and Role table?

Question128: Configuration items can be created from asset management.

Question129: Which of the following is NOT a way Service Catalog Requests may be submitted in a baseline ServiceNow instance?

Question130: For each Requested Item, a _________ enables the approval and delivery of that Item.

Question131: In the baseline instance, which of the following views are available for incidents? (Choose three.)

Question132: There are two types of variable sets, single-row and multi-row.

Question133: In the baseline configuration of change management, which fields and records are included when the Copy Change UI action is used to copy a change request?

Question134: How to customize the fields that appear when a user hovers over the reference icon?

Question135: Which of the following statements is true regarding the way the "Actual Start Date" is set in the change request form?

Question136: Inbound Actions can be configured to enable creating or updating incidents.

Question137: When does the Actual End Date get auto-populated in the change request form?

Question138: Which module can you use to see a list of search keywords used to search for articles in knowledge base?

Question139: The Change Task [change_task] table is extended from the _____________ table.

Question140: When does the CAB Date get auto-populated in the change request form?

Question141: A Parent Incident is updated to reflect a new Priority and a new Assignment Group. Which of the following represents corresponding updates made automatically to child Incidents?

Question142: Which of the following functions is NOT enabled by the Change advisory board (CAB) workbench?

Question143: Which table is used to store Known Error articles?

Question144: In which situation would an Order Guide be used?

Question145: According to ServiceNow, it is recommended to use Widgets instead of Macros.

Question146: A Problem can be created from an Incident.

Question147: Inbound Actions can be configured to enable creating or updating problems.

Question148: Which one of the following is NOT an addition of Knowledge v3 over the Legacy Knowledge?

Question149: Technical consultant should participate in requirements workshop(s) and should encourage customizing ServiceNow OOTB processes in order to align with the organizations current processes.