EMT Practice Test

1. Question Content...

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Question1: Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)

Question2: Which service types can be managed through the scope of Service Portfolio Management?
Choose 2 answers

Question3: 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?

Question4: In Change Management, what does a Model State contain? (Choose two.)

Question5: How are Releases related to Changes?

Question6: A new Problem Coordinator accidentally created several problem investigations that need to be deleted.
What role is required to delete a problem record?

Question7: How is granular read and write access for a specific change model defined?

Question8: Which of the following options can a survey administrator define on an individual survey? (Choose two.)

Question9: How are Features related to Products and Releases?

Question10: What are the components of a Flow Action?

Question11: How is the Resource Management application activated?

Question12: Which Service Portfolio Management phase does a service belong to when it is in operational state?

Question13: What tools are available to the assignee to help resolve an incident?
Choose 2 answers

Question14: 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?

Question15: The Problem table is extended from what table?

Question16: By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?

Question17: When defining SLAs for the service catalog at what level is the SLA typically defined?

Question18: After publishing an item via Catalog Builder, the associated update set is set to which state?

Question19: Released in Quebec, what tool enables the creation of templates for Catalog Items?

Question20: Your client indicates they would like a way to designate VIP callers on an incident form. How would you accomplish this?

Question21: A customer requires incidents to automatically move to a Closed state from Resolved after 7 days. How is this configured? Choose 2 answers

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: 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?

Question24: 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?

Question25: Your customer wants to use the Service Catalog to generate task-based records for end-user inquiries. What Service Catalog capability can you use to generate these records?

Question26: How are the relationships between services and offerings that are built in Service Porfolio Management transferred to the Configuration Management Database (CMDB)?

Question27: On a Normal Change Model what are some examples of the Model Stale Transitions that are defined for the Authorize state?

Question28: When using Catalog Builder, what can be built using templates?
Choose 2 answers

Question29: If a change model has Write roles AND Can write defined, which users have the ability to modify the change model record? Choose 2 answers

Question30: What is the minimum number of offering(s) a service must have to move to the Catalog phase?

Question31: Which record type would you use for a View Company Policies link that would redirect to a Knowledge Article?

Question32: What baseline Change Flows support the baseline Normal Change model?

Question33: What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)

Question34: 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?

Question35: In what table are Change records stored?

Question36: Which level are service commitments associated in the service portfolio taxonomy?

Question37: Which of these can be associated with a service within the service portfolio taxonomy?

Question38: When configuring stages in Flow Designer, what are some of the options that can be done? (Choose two.)

Question39: 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?

Question40: Which field from the configuration item will automatically populate in the Assignment group field of a problem record?

Question41: From which table, is the Incident table extended?

Question42: 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?

Question43: Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?

Question44: When you activate the ITSM Roles plugin what additional granular roles are created for the Incident application?
Choose 2 answers

Question45: From a data model perspective which Table is the base class for the configuration management database?

Question46: Your customer is using the baseline Create Incident Catalog Item and would like to add a few additional input fields. How should you update the catalog item?

Question47: 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?

Question48: 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?

Question49: Which type of catalog item may be found in a Service Catalog?

Question50: Which record type would you use for a Computer request?

Question51: When using the Email Client, what is the difference between an Email Template and a Quick Message?

Question52: What is KCS (Knowledge Centered Services)?

Question53: When modifying a Change Flow, a library is available of re-usable components for your flow. What are these components called?

Question54: Where should an admin go to view all of the search queries entered by users in the knowledge search?

Question55: Where is the definition of what is provided, or not provided, for a service defined?

Question56: Problem management provides what benefits for Incident management? Choose 2 answers

Question57: Which of these can be defined using step based fulfillment in Catalog Builder? Choose 2 answers

Question58: A user wants to know what makes the Known Error knowledge base in ServiceNow different from all other knowledge bases. How should you respond?

Question59: When building multiple catalog items, which components would you evaluate for consolidation and re-use?
(Choose two.)

Question60: Given the class structure shown below which types of CIs will be included in a report run against the cmdb_ci_computer table?

Question61: Your customer wants to use Incident Tasks on Incident Records But for efficiency reasons they want to automatically close all Incident Tasks when the parent Incident is closed or canceled. How could you meet this requirement?
Choose 2 answers

Question62: Users with which role can Communicate a workaround or fix? (Choose two.)

Question63: Which is the process responsible for delivering items that have been ordered from a Service Catalog?

Question64: Which baseline Change Flow automatically generates a Change task, for Post Implementation Review?

Question65: On the 'Create New" change landing page in Service Operations Workspace, what class label is displayed for the Emergency change model?

Question66: Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?

Question67: What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

Question68: In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)

Question69: What functionality can be used to define the sequence of activities that should be taken to complete catalog items?
Choose 2 answers

Question70: By default, a business rule causes the Assignment group to be automatically set on a change request record.
How is the group identified?

Question71: Which of the following cannot be defined or set through a Catalog UI Policy?

Question72: When a user submits a service request from a catalog what actions are triggered based on the flow definition?
Choose 3 answers

Question73: Inside a change flow, you can automate a task with a sequence of related steps, like looking up a record, creating a record, or applying a policy. What is this component of the flow called?

Question74: What are key relationships between Changes and Incidents?
Choose 2 answers

Question75: Which of the following roles has the ability to create and manage user criteria for service catalogs?

Question76: Your customer wants to limit the users who ate able to see internal Network requests, to members of the Network department.
Which roles would enable you to make these required changes?
Choose 2 answers

Question77: What is an example of a good use case for an Order Guide?

Question78: A new problem manager wants a high level view of the activities in problem management.
What module do you recommend?

Question79: A problem record is the Parent to what record?

Question80: Incidents are stored what table?

Question81: Which of the following catalog client script methods will modify the choice list options available to an end user on a catalog item?

Question82: When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number?

Question83: Incidents can be created and managed in the workspace, using UI layouts that are tailored to different personas, processes, and interfaces. Examples include:
* Default
* Major incidents
* Self Service
* Mobile
What are these UI layouts called in the Now Platform?