EMT Practice Test

1. Question Content...

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Question1: Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?

Question2: Which of the following catalog client script methods will modify the choice list options available to an end user on a catalog item?

Question3: A new problem manager wants to know how in create reports for monitoring problem management activities.
What do you recommend they do before creating new reports?

Question4: Where are the timeframe conditions for sending an SLA breach warning notification defined?

Question5: Your client indicates they would like a way to designate VIP callers on an incident form. How would you accomplish this?

Question6: What is an example of a good use case for an Order Guide?

Question7: The ability to authorize requests is enabled using a role which requires a user license. What is this role?

Question8: When defining SLAs for the service catalog at what level is the SLA typically defined?

Question9: How are Features related to Products and Releases?

Question10: Your customer wants to give secure access to business users to view problem records and reports for the products they support. When you install the ITSM roles plugin, what additional problem role is installed to support this requirement?

Question11: Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)

Question12: When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)

Question13: When you activate the ITSM Roles plugin what additional granular roles are created for the Incident application?
Choose 2 answers

Question14: In the Quebec release of Change management, what new architectural features were added?

Question15: Your Problem Manager has a structured problem management process, which includes a final review of the solution implemented and of the data regarding incident reduction. When a problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee.
What feature would you use to meet this requirement?

Question16: Which of the following elements are automatically included in the name of the update set for items published via Catalog Builder?
Choose 2 answers

Question17: Which field from the configuration item will automatically populate in the Assignment group field of a problem record?

Question18: Which role would give you access to the CI Class Manager?

Question19: What tools are available to the assignee to help resolve an incident?
Choose 2 answers

Question20: Incidents are stored what table?

Question21: What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)

Question22: ServiceNow contains a resource with information about all services. It is used to support the sale and delivery of services to employees and customers. It includes information about deliverables, options, prices, delivery and performance targets.
What is this resource called?

Question23: You have just released a new Change Model to the testers. Testers report they can see the old change models but cannot see the new change model on the change landing page. What could cause this?

Question24: In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)

Question25: What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

Question26: Released in Quebec, what tool enables the creation of templates for Catalog Items?

Question27: When building multiple catalog items, which components would you evaluate for consolidation and re-use? (Choose two.)

Question28: Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)

Question29: On a request form, the requester needs to indicate when they need to receive the item.
What Variable type would you use for this information?

Question30: A new problem manager wants a high level view of the activities in problem management.
What module do you recommend?

Question31: In Change Management, what does a Model State contain? (Choose two.)

Question32: What are key relationships between Change and Release Management? (Choose three.)

Question33: What would you use to define a common grouping of configuration items such as all web servers in Miami?

Question34: From a data model perspective which Table is the base class for the configuration management database?

Question35: The current status of a problem record is tracked in the State field. Each state has a label, value and constant. This example is for Fix in Progress state:
Your customer wants to add a prerequisite for moving out of the Fix in Progress state. When you update the script include which value is better to use in the script?

Question36: On the Release record, what are the available options on the Release phase list?

Question37: Where should an admin go to view all of the search queries entered by users in the knowledge search?

Question38: If the Assignment group is empty on an incident record what happens when an agent that is a member of multiple user groups clicks the Assign to the Ul action?

Question39: What process is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the catalog and ensuring that a central, accurate, and consistent source of data is provided?

Question40: Where can a change manager define the interval frequency for unauthorized change detection?

Question41: Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.
What Now Create assets do you recommend they review, to prepare? (Choose two.)

Question42: What is KCS (Knowledge Centered Services)?

Question43: You have just upgraded your instance and have not migrated to multimodal change.
Using the default settings, when you click on Change > Create new, what page displays?

Question44: Your customer is a data center. They have a construction department that builds out spaces for new customers. The customer account representatives are responsible for initiating the construction requests. The guidelines are extensive for how to complete the construction request documentation.
Your customer wants the catalog to contain two items:
1. Construction request
2. Getting Started with Construction Requests
The Getting Started Item should contain a link to a Knowledge Article.
What type of item would you use to satisfy the requirement for the Getting Started Item?

Question45: Prior to Quebec, when you click Change > Create New, which page is displayed?

Question46: When a Service Desk again shares a "How to' item with a customer what type of record is being shared?

Question47: Where are the technical approvals defined, that are executed in the Change - Normal - Assess flow?

Question48: Which of the following cannot be defined or set through a Catalog UI Policy?

Question49: Which property on an order guide will pass variables from one item to another item with equivalent variables?

Question50: Why don't Problem records automatically move from Resolved to Closed after the fix is implemented.

Question51: Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?

Question52: The Major Incident Management (MIM) application is linked to the Incident management process, but the records have an additional set of States. What are these MI States?

Question53: In the life of a Problem record there are opportunities to click the Re-Analyze button and move backwards in the lifecycle.
When you click the Re-Analyze button, what state Is set on the problem record?

Question54: The key stakeholder for your ITSM implementation wants to have SLAs on every Task record.
What advice do you give regarding SLAs on Problem records?

Question55: Your customer wants a catalog to contain two items:
1. A request with 1 approval and 2 fulfillment tasks
2. A link to a knowledge article
What type of item would you use to satisfy the requirement for the Construction request?

Question56: Your customer wants to add a notification to the Change - Emergency - Authorize Flow. What is the first thing you would do to meet this requirement?

Question57: Which baseline Change Flow automatically generates a Change task, for Post Implementation Review?