ServiceNow Certified Implementation Specialist — IT Service Management practice questions

1. Question 1 of 25

   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?

   • AAssess
   • BDraft
   • CRoot Cause Analysis
   • DFix in Progress

   Show answer

   Correct answer: C

   How others answered

   • C93%

   Explanation

   C is correct. Click Re-analyze. The problem opens for reanalysis and the state is changed to Root Cause Analysis. https://docs.servicenow.com/bundle/utah-it-service-management/page/product/problem-management/task/investigate-root-cause.html

   Adapted from community discussion by esllin · 2023-02-28 · 6 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

   Supporting references

   • docs.servicenow.com documentation

   View community discussion4

   Candidate context

   Question 1 discussion

   These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

   1. E

      esllin

      2023-02-28

      Selected C6 upvotes

      C is correct. Click Re-analyze. The problem opens for reanalysis and the state is changed to Root Cause Analysis. https://docs.servicenow.com/bundle/utah-it-service-management/page/product/problem-management/task/investigate-root-cause.html

   2. [

      [Removed]

      2023-03-03

      4 upvotes

      C is correct. If you click Re-analyze it goes to Root Cause Analysis not draft.

   3. K

      kilkot

      2023-04-21

      Selected C3 upvotes

      no Draft state. It goes to Root Cause analysis. Tested in the instance in PDI.

   4. R

      Romeoxmen

      2023-03-01

      3 upvotes

      I think it's C. I opened a problem in a closed state, clicked re-analyze and it went back to the root cause analysis stage

2. Question 2 of 25

   Your customer has an external system, which is used to perform changes. Your customer wants to capture these changes in your instance for reporting and CMDB maintenance purposes. What baseline Change Model supports this scenario?

   • ACloud Infrastructure
   • BAutomated Changes
   • CRetroactive Changes
   • DChange Registration
   • EUnauthorized Changes

   Show answer

   Correct answer: D

   How others answered

   • D100%

   Explanation

   Change Registration model is used to capture change requests in an external system. There are no approvals associated with this model.

   Adapted from community discussion by kilkot · 2023-04-21 · 3 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

   Supporting references

   • docs.servicenow.com documentation

   View community discussion3

   Candidate context

   Question 2 discussion

   These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

   1. K

      kilkot

      2023-04-21

      Selected D3 upvotes

      Change Registration model is used to capture change requests in an external system. There are no approvals associated with this model.

   2. S

      servicenowExamtopics

      2024-12-15

      Selected D1 upvote

      The Change Registration model in ServiceNow is used to capture change requests that originate from an external system. This model is particularly useful for documenting changes made outside of ServiceNow, such as changes managed by a third-party provider or another system like Jira or GitHub. Unlike other change models, Change Registration does not involve any approvals or workflows within ServiceNow. It's primarily used to log and track changes for reporting and CMDB maintenance purposes.

   3. B

      BL80

      2023-03-13

      2 upvotes

      https://docs.servicenow.com/bundle/utah-it-service-management/page/product/change-management/concept/change-models.html D

3. Question 3 of 25

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

   • AChange Approval Policy
   • BChange Assess Approval Subflow
   • CChange Approval Matrix
   • DChange Approval Subflow

   Show answer

   Correct answer: A

   How others answered

   • A100%

   Explanation

   A is correct. Apply Change Approval Policy: Controls the approval process for a change request by creating user and group approvals according to a change approval policy record. Multiple actions can be used in a flow, where each action references the same or different Change approval policies. https://docs.servicenow.com/bundle/utah-it-service-management/page/product/change-management/concept/change-flow-actions.html

   Adapted from community discussion by esllin · 2023-02-28 · 5 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

   Supporting references

   • docs.servicenow.com documentation

   View community discussion3

   Candidate context

   Question 3 discussion

   These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

   1. E

      esllin

      2023-02-28

      Selected A5 upvotes

      A is correct. Apply Change Approval Policy: Controls the approval process for a change request by creating user and group approvals according to a change approval policy record. Multiple actions can be used in a flow, where each action references the same or different Change approval policies. https://docs.servicenow.com/bundle/utah-it-service-management/page/product/change-management/concept/change-flow-actions.html

   2. M

      Manny1218

      2024-09-20

      Selected A2 upvotes

      servicenow.read.inkling.com IT Service Management (ITSM) Implementation On Demand Module 7.4 Change Management Page: Change Normal Assess Answer is A

   3. S

      sephereth

      2023-07-02

      Selected A1 upvote

      i don't think change approval matrix exists in SN - Change Module

4. Question 4 of 25

   What is the trigger for the Change - Normal - Assess Flow?

   • AA Change request using the Normal Change model is moved to the Assess state
   • BA Change request using the Normal Change model is created
   • CA Change request using the Normal Change model is Low Risk, and is moved to the Assess state
   • DA Change request using the Normal Change model is Assigned to a group

   Show answer

   Correct answer: A

   How others answered

   • A100%

   Explanation

   A is correct Change - Normal - Assess:Process a normal change that is in the assess state and is not on hold. https://docs.servicenow.com/bundle/utah-it-service-management/page/product/change-management/concept/change-flows.html

   Adapted from community discussion by esllin · 2024-02-28 · 2 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

   Supporting references

   • docs.servicenow.com documentation

   View community discussion4

   Candidate context

   Question 4 discussion

   These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

   1. E

      esllin

      2024-02-28

      Selected A2 upvotes

      A is correct Change - Normal - Assess:Process a normal change that is in the assess state and is not on hold. https://docs.servicenow.com/bundle/utah-it-service-management/page/product/change-management/concept/change-flows.html

   2. S

      s1o2n3a4l5i

      2024-08-01

      Selected A2 upvotes

      A is correct. Change - Normal - Assess is triggered when a change request using the Normal Change model is moved to the Assess state (ITSM Implementation ebook P446)

   3. R

      Romeoxmen

      2024-03-03

      1 upvote

      The trigger for a change request form to proceed to the assess state is based on the assignment group field. If the assignment group field is empty or not specified, the form will not proceed to the assess state

   4. M

      Mayshaikhoun

      2024-06-02

      1 upvote

      A. A Change request using the Normal Change model is moved to the Assess state (C) is not correct as the normal Change can be (Low or Medium) Risk

5. Question 5 of 25

   Your customer would like to add a field to the Something is Broken record producer form. Which formatter would you use to add the field?

   • AForm Designer
   • BRecord Producer Form Designer
   • CDefault Variables Editor
   • DVariable Designer
   • EEditor

   Show answer

   Correct answer: C

   How others answered

   • C57%
   • B24%
   • A19%

   Only 57% agreed on this answer — treat it as contested rather than settled.

   Explanation

   Default variable editor The default variable editor is applicable only for record producers. This editor is a formatter added on records that are generated by a record producer for task-extended tables. This editor displays the values of questions specified in the record producer. https://docs.servicenow.com/ja-JP/bundle/utah-servicenow-platform/page/product/service-catalog-management/concept/service-catalog-variable-editor.html

   Adapted from community discussion by esllin · 2023-02-28 · 3 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

   Supporting references

   • docs.servicenow.com documentation

   View community discussion4

   Candidate context

   Question 5 discussion

   These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

   1. E

      esllin

      2023-02-28

      Selected C3 upvotes

      Default variable editor The default variable editor is applicable only for record producers. This editor is a formatter added on records that are generated by a record producer for task-extended tables. This editor displays the values of questions specified in the record producer. https://docs.servicenow.com/ja-JP/bundle/utah-servicenow-platform/page/product/service-catalog-management/concept/service-catalog-variable-editor.html

   2. K

      kilkot

      2023-04-21

      Selected C2 upvotes

      The default variable editor is applicable only for record producers. This editor is a formatter added on records that are generated by a record producer for task-extended tables. This editor displays the values of questions specified in the record producer.

   3. F

      franseno

      2023-09-20

      Selected C2 upvotes

      Def C - the wording is a bit weird in this question, but what they mean i to add another field or variable to the Record Producer form - so C is definitely the answer.

   4. O

      opsolerus

      2023-11-28

      Selected C2 upvotes

      C - in the book 'ITSM implementation VANCOUVER' PAGE 135 at the bottom Note: 'DEFAULT VARIABLES EDITOR' is only for record producers.

6. Question 6 of 25

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

   • ARequested Items
   • BContent Items
   • CCategories
   • DExecution Plans

   Show answer

   Correct answer: B

   How others answered

   • B100%

   Explanation

   B is correct. Content Items is a type of catalog item. Request Item is just the result that probably gets created after submitting a form

   Adapted from community discussion by mikech82 · 2024-11-30 · 2 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

   Supporting references

   • docs.servicenow.com documentation

   View community discussion3

   Candidate context

   Question 6 discussion

   These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

   1. E

      esllin

      2024-08-28

      Selected B3 upvotes

      B is correct Standard catalog items Content items Order Guide Record producer

   2. [

      [Removed]

      2024-09-09

      3 upvotes

      Yes B is correct https://docs.servicenow.com/en-US/bundle/utah-servicenow-platform/page/product/service-catalog-management/concept/c_IntroductionToCatalogItems.html

   3. M

      mikech82

      2024-11-30

      Selected B2 upvotes

      B is correct. Content Items is a type of catalog item. Request Item is just the result that probably gets created after submitting a form

7. Question 7 of 25

   Select 2

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

   • AThe ability for end users to decline survey assignments
   • BNumber of survey reminder notifications
   • CTrigger conditions
   • DAnonymize responses

   Show answer

   Correct answer: C, D

   How others answered

   • CD70%
   • BD30%

   Only 70% agreed on this answer — treat it as contested rather than settled.

   Explanation

   In this docs entry I find the answer C and D as well. There is no remark about "Number of notifications" or "reminder". Therefore C+D is probably correct.

   Adapted from community discussion by BL80 · 2023-09-14 · 2 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

   Supporting references

   • docs.servicenow.com documentation

   View community discussion4

   Candidate context

   Question 7 discussion

   These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

   1. K

      kilkot

      2023-10-21

      Selected C, D3 upvotes

      https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/administer/survey-administration/task/t_ModifySurveyDefinitions.html

   2. B

      BL80

      2023-09-14

      2 upvotes

      In this docs entry I find the answer C and D as well. There is no remark about "Number of notifications" or "reminder". Therefore C+D is probably correct.

   3. G

      Gattino_90

      2025-01-27

      Selected C, D1 upvote

      while it is true that Trigger condition is only a tab on the survey definition record, I think it's C and D until I can see option B on the form

   4. S

      ScareKrow_45

      2024-06-14

      2 upvotes

      Most Accurate answers C. Trigger conditions D. Anonymize responses

8. Question 8 of 25

   Under what circumstances, should you use the Communicate workaround Related Link on the Problem record?

   • AThe workaround is helpful information for the Callers on the Problem's related Incidents (open)
   • BThe workaround should be published to a knowledge article, visible from the portal
   • CThe workaround is helpful information for the members of the Problem's Assignment Group
   • DThe workaround is helpful information for the members of the Problem's Work notes list

   Show answer

   Correct answer: A

   How others answered

   • A51%
   • D49%

   Only 51% agreed on this answer — treat it as contested rather than settled.

   Explanation

   From ITSM Utah: "The contents of the workaround is added to the Work notes field for any active incidents related to the problem record, - and to the Additional comments field of any related incident with a Reolution code of Known error. - The workaround is also automatically sent to the incident Caller, - to anyone added to the incident Watch list, - and to the incident Assigned to user." Option B is discarded because the text does not include knowledge articles. Option C is discarded because it is not included in the text Problem's Assignment Group. Option D is also discarded because the text names the Incident Watch List, which is different from the Work Notes List. The most correct option is A because "The workaround is also automatically sent to the incident Caller".

   Adapted from community discussion by serviceNowExamen · 2023-12-07 · 2 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

   Supporting references

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

   View community discussion4

   Candidate context

   Question 8 discussion

   These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

   1. S

      serviceNowExamen

      2023-12-07

      Selected A2 upvotes

      From ITSM Utah: "The contents of the workaround is added to the Work notes field for any active incidents related to the problem record, - and to the Additional comments field of any related incident with a Reolution code of Known error. - The workaround is also automatically sent to the incident Caller, - to anyone added to the incident Watch list, - and to the incident Assigned to user." Option B is discarded because the text does not include knowledge articles. Option C is discarded because it is not included in the text Problem's Assignment Group. Option D is also discarded because the text names the Incident Watch List, which is different from the Work Notes List. The most correct option is A because "The workaround is also automatically sent to the incident Caller".

   2. N

      nyto089

      2024-11-08

      Selected A3 upvotes

      ITSM Book: The Communicate Workaround UI action may be used to copy the problem workaround to related incidents. By default, the workaround gets copied to the Work Notes for all incidents related to the problem reord with state New, In Progress or On Hold (in other words, Open incidents) The workaround is also copied to the Additional comments of any related incident that has a Resolution code of Known error.

   3. J

      jnk252

      2025-03-05

      Selected A4 upvotes

      https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/problem-management/task/communicate-workaround.html

   4. H

      Honeybadge

      2023-08-09

      3 upvotes

      Pg. 355 states "By default, the workaround gets copied to the Work notes of any active (not in a state of Resolved, Closed, or Canceled) incident related to the problem record. The workaround is also copied to the Additional comments of any related incident that has a Resolution code of Known error." - The answer is D. You looked it up, and still got it wrong.

9. Question 9 of 25

   A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis. What would be the next step for this problem?

   • AIf 7 days has passed, since the Problem was closed, it cannot be re-opened
   • BProblem Manager clicks Re-Analyze on the Problem record
   • CProblem Assignee clicks Re-Open on the Problem record
   • DAdministrator clicks Re-Open on the Problem Record

   Show answer

   Correct answer: B

   How others answered

   • B100%

   Explanation

   "You can reanalyze the problem even after it is closed by clicking Re-analyze. The state of the problem changes from Closed to Root Cause Analysis." https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/problem-management/task/resolve-and-complete-problem.html

   Adapted from community discussion by PappyFox · 2024-09-28 · 2 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

   Supporting references

   • docs.servicenow.com documentation

   View community discussion3

   Candidate context

   Question 9 discussion

   These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

   1. P

      PappyFox

      2024-09-28

      Selected B2 upvotes

      "You can reanalyze the problem even after it is closed by clicking Re-analyze. The state of the problem changes from Closed to Root Cause Analysis." https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/problem-management/task/resolve-and-complete-problem.html

   2. J

      Jay2020

      2025-03-27

      Selected B1 upvote

      When a problem is Closed, it typically cannot be reopened after a certain period (e.g., 7 or 14 days, depending on system configurations). If management wants to revisit the root cause analysis after some time, they should use the Re-Analyze action, which allows re-examining the problem without violating ITIL best practices. The Problem Manager is the appropriate role to perform this action, as they oversee problem investigations and ensure they align with business needs.

   3. L

      lolnaman

      2024-09-24

      Selected B1 upvote

      p351 check diagram we can reopen a closed problem and the problem manager can do this activity.

10. Question 10 of 25

    Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services. What should you do to satisfy this requirement?

    • AAdd a new Policy Input to the Normal Change Approval Policy
    • BAdd a new Decision to the Normal Change Approval Policy
    • CAdd a new Change Approval Policy
    • DAdd a new Decision to the Normal Change Workflow

    Show answer

    Correct answer: B

    How others answered

    • B91%

    Explanation

    The correct answer is B. You can use the Normal Change Approval Policy and add a new Decision, then set a condition where Services = SAP Enterprise Services

    Adapted from community discussion by Romeoxmen · 2024-03-04 · 5 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation

    View community discussion3

    Candidate context

    Question 10 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

    1. R

       Romeoxmen

       2024-03-04

       Selected B5 upvotes

       The correct answer is B. You can use the Normal Change Approval Policy and add a new Decision, then set a condition where Services = SAP Enterprise Services

    2. P

       PappyFox

       2024-03-28

       Selected B2 upvotes

       https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/change-management/concept/change-approval-policy.html

    3. S

       servicenowExamtopics

       2024-12-15

       Selected B1 upvote

       To satisfy the requirement of adding another level of approval for changes relating to the Service, SAP Enterprise Services, while using the Normal change model, you should: B. Add a new Decision to the Normal Change Approval Policy. This allows you to define additional approval criteria specific to SAP Enterprise Services within the existing Normal Change Approval Policy.

11. Question 11 of 25

    Select 3

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

    • AManage Risk Assessments
    • BDelete CAB Definition
    • CManage Risk Conditions
    • DDelete Change
    • ECreate and manage Approval Policies

    Show answer

    Correct answer: A, C, D

    How others answered

    • ACD100%

    Explanation

    According to the role matrix in the book an itil admin can do the following: - Create, read, update change record - Approve or reject a change request - Delete, copy change record - Advance change record state - Fill out risk assessment - Manage risk assessments and conditions - Read CAB definition - Propose standard change template; read standard chg proposals

    Adapted from community discussion by MarlyB · 2024-08-15 · 4 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 11 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

    1. M

       MarlyB

       2024-08-15

       Selected A, C, D4 upvotes

       According to the role matrix in the book an itil admin can do the following: - Create, read, update change record - Approve or reject a change request - Delete, copy change record - Advance change record state - Fill out risk assessment - Manage risk assessments and conditions - Read CAB definition - Propose standard change template; read standard chg proposals

    2. T

       Trymybest

       2024-06-12

       Selected A, C, D4 upvotes

       Ans- A, C, D are correct because B) Delete CAB Definition needs admin role E) Create and manage Approval Policies needs admin or change_manager role

    3. L

       lolnaman

       2024-03-24

       Selected A, C, D3 upvotes

       ACD correct p392 change_manager can Create and manage Approval Policies

    4. E

       esllin

       2024-02-28

       Selected A, C, D2 upvotes

       ACD is correct. Change approval policy need chanage_manager role.

12. Question 12 of 25

    Select 2

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

    • AStage labels and names can be changed
    • BStates for the requested item records can be renamed
    • CDefine a Service Level Agreement for a stage
    • DEstimated durations can be set

    Show answer

    Correct answer: A, D

    How others answered

    • AD100%

    Explanation

    A. Stage labels and names can be changed D. Estimated durations can be set When configuring stages in Flow Designer, you can change the name or label of the stages, and also set the estimated duration for each stage. This helps in tracking how much time is taken for each stage in the flow. However, Flow Designer is not directly related to the Requested Item states or SLAs.

    Adapted from community discussion by lolnaman · 2024-04-04 · 2 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation

    View community discussion3

    Candidate context

    Question 12 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

    1. L

       lolnaman

       2024-04-04

       Selected A, D2 upvotes

       A. Stage labels and names can be changed D. Estimated durations can be set When configuring stages in Flow Designer, you can change the name or label of the stages, and also set the estimated duration for each stage. This helps in tracking how much time is taken for each stage in the flow. However, Flow Designer is not directly related to the Requested Item states or SLAs.

    2. P

       PappyFox

       2024-04-21

       2 upvotes

       Correct Answer is AD When configuring stages in Flow Designer, you can: • Create any number of stages. • Change stage labels and names. • Set the estimated duration for a stage. • Import a copy of a pre-defined stage set from the Stage Sets table. Any changes made to the copy do not affect the original stage set record. ITSM Implementation book Page ( 176 )

    3. L

       lyon301

       2024-07-08

       Selected A, D1 upvote

       A and D are correct according to https://docs.servicenow.com/bundle/tokyo-application-development/page/administer/flow-designer/concept/flow-designer-stages.html

13. Question 13 of 25

    The Problem Manager wants the Problem Coordinators to be able to Re-analyze a Completed Problem. Which module could they use to make this change?

    • AProblem > Administration » Problem Properties
    • BSystem UI > UI Action Groups
    • CState Management > State Models
    • DSystem UI > Form Actions
    • ESystem UI > UI Actions

    Show answer

    Correct answer: A

    How others answered

    • A97%

    Explanation

    Copied from the book: Determine which problem role can re-analyze problem records through the Problem Management properties (Problem > Administration > Problem Properties)

    Adapted from community discussion by MarlyB · 2023-08-11 · 10 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 13 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

    1. M

       MarlyB

       2023-08-11

       Selected A10 upvotes

       Copied from the book: Determine which problem role can re-analyze problem records through the Problem Management properties (Problem > Administration > Problem Properties)

    2. H

       Honeybadge

       2023-08-09

       Selected A5 upvotes

       Problem Management properties are used to control features such as creating problem task on a closed problem and reanalyzing a closed or a canceled problem. These properties are available at Problem > Administration > Problem Properties. https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/problem-management/reference/problem-mgmt-properties.html

    3. S

       Sana_18

       2023-03-07

       6 upvotes

       Which is correct answer and which Release Book Ur referring ? pls respond

    4. K

       KD2016

       2022-12-14

       Selected A3 upvotes

       Problem Managers don't have access to system UI module so it would be A

14. Question 14 of 25

    When a user clicks on the Communicate fix UI action on the Problem form, what happens?

    • AFix is written to the Comments field on any Incident associated with the problem, which is On Hold, Awaiting Problem
    • BFix is written to the Work notes field on any Incident associated with the problem, which is Active
    • CFix is written to the Comments field on any Incident associated with the problem, which is Active
    • DFix is written to a draft Knowledge article

    Show answer

    Correct answer: B

    How others answered

    • B81%

    Explanation

    B is correct. Fix is copied to the Activity Stream and a notification is sent to the users in the Assigned to and Work notes list fields for all associated incidents where: State = New, On Hold, or In Progress ITSM Implementation ebook page (356) Tokyo version.

    Adapted from community discussion by PappyFox · 2023-04-29 · 3 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation
    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 14 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

    1. S

       sk_snow

       2024-06-17

       Selected B1 upvote

       I tested this on PDI (Washindton DC). We have the following script actions: 1) Script Actions "Copy Prb workaround to Inc comments" Tiggered by event: communicate.workaround Action: It copies the Workaround to Additional Comments of all related incident records with State = Resolved & Resolution Code = Known Error. 2) Script Actions "Copy Prb workaround to Inc work notes" Tiggered by event: communicate.workaround Action: It copies the Workaround to Work Notes of all related incident records with State = New, In Progress & On Hold (but not Resolved, Closed or Cancelled!). 3) Script Actions "Copy Prb fix to Inc work notes" Tiggered by event: communicate.workaround Action: It copies the Fix to Work Notes of all related incident records with State = New, In Progress & On Hold (but not Resolved, Closed or Cancelled!). Hense, B is the closest answer to TRUE, see point no 2 above. It is not 100% true, since incidents with Resolved state are active.

    2. P

       PappyFox

       2023-04-29

       Selected B3 upvotes

       B is correct. Fix is copied to the Activity Stream and a notification is sent to the users in the Assigned to and Work notes list fields for all associated incidents where: State = New, On Hold, or In Progress ITSM Implementation ebook page (356) Tokyo version.

    3. M

       MarlyB

       2023-08-11

       Selected B3 upvotes

       From the book: Communicate Fix UI action calls the script action: Copy Prb fix to Inc work notes (only for the states New, On Hold or In Progress, which means Active Incidents)

    4. K

       KD2016

       2022-12-14

       Selected B3 upvotes

       From the book, the script action is copy prb fix to inc work notes and the state = new, on hold, or in progress which technically would be an active record

15. Question 15 of 25

    Select 2

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

    • Aitil_admin
    • Bproblem_coordinator
    • Cproblem_task_analyst
    • Dproblem_admin

    Show answer

    Correct answer: B, D

    How others answered

    • BD100%

    Explanation

    1) Communicate a fix: Source: https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/problem-management/task/communicate-a-fix.html Role required: admin, problem_admin, problem_manager or problem_coordinator 2) Communicate workaround: Source: https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/problem-management/task/communicate-workaround.html Role required: admin, problem_admin, problem_manager or problem_coordinator

    Adapted from community discussion by sk_snow · 2024-06-17 · 3 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation
    • docs.servicenow.com documentation
    • docs.servicenow.com documentation
    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 15 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

    1. S

       sk_snow

       2024-06-17

       Selected B, D3 upvotes

       1) Communicate a fix: Source: https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/problem-management/task/communicate-a-fix.html Role required: admin, problem_admin, problem_manager or problem_coordinator 2) Communicate workaround: Source: https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/problem-management/task/communicate-workaround.html Role required: admin, problem_admin, problem_manager or problem_coordinator

    2. P

       Pszem

       2022-12-07

       Selected B, D3 upvotes

       Those UI actions have a problem_coordinator role requirement. The role can be also inherited from problem_manager and problem_admin.

    3. M

       MarlyB

       2023-08-11

       Selected B, D2 upvotes

       From the book: Communicate workaround, fix can be done by the admin, problem_admin, problem_manager and problem_coordinator roles

    4. B

       be9c2c8

       2024-04-21

       Selected B, D1 upvote

       After you have completed root cause analysis of a problem and have come up with a resolution or fix for that problem, submit change requests to get the problem fixed. Documenting and communicating fix helps user to know the solution to a problem. Before you begin Role required: admin, problem_admin, problem_manager or problem_coordinator

16. Question 16 of 25

    When a user clicks on the Communicate workaround UI action on the Problem form, what happens?

    • AWorkaround is written to the Comments field on any open Incident associated with the problem
    • BWorkaround is written to the Workaround field on any incident associated with the problem
    • CWorkaround is written to a draft Knowledge article
    • DWorkaround is written to the Work notes field on any open Incident associated with the problem

    Show answer

    Correct answer: D

    How others answered

    • D85%
    • A15%

    Explanation

    I tested this on PDI (Washington DC). We have the following script actions: 1) Script Actions "Copy Prb workaround to Inc comments" Tiggered by event: communicate.workaround Action: It copies the Workaround to Additional Comments of all related incident records with State = Resolved & Resolution Code = Known Error. 2) Script Actions "Copy Prb workaround to Inc work notes" Tiggered by event: communicate.workaround Action: It copies the Workaround to Work Notes of all related incident records with State = New, In Progress & On Hold. 3) Script Actions "Copy Prb fix to Inc work notes" Tiggered by event: communicate.workaround Action: It copies the Fix to Work Notes of all related incident records with State = New, In Progress & On Hold.

    Adapted from community discussion by sk_snow · 2024-06-17 · 2 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 16 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

    1. S

       sk_snow

       2024-06-17

       Selected D2 upvotes

       I tested this on PDI (Washington DC). We have the following script actions: 1) Script Actions "Copy Prb workaround to Inc comments" Tiggered by event: communicate.workaround Action: It copies the Workaround to Additional Comments of all related incident records with State = Resolved & Resolution Code = Known Error. 2) Script Actions "Copy Prb workaround to Inc work notes" Tiggered by event: communicate.workaround Action: It copies the Workaround to Work Notes of all related incident records with State = New, In Progress & On Hold. 3) Script Actions "Copy Prb fix to Inc work notes" Tiggered by event: communicate.workaround Action: It copies the Fix to Work Notes of all related incident records with State = New, In Progress & On Hold.

    2. V

       Viperous

       2023-10-17

       Selected D3 upvotes

       From the book: By default, the workaround gets copied to the Work notes of any active (not in a state of Resolved, Closed or Canceled) incident related to the problem record. The workaround is also copied to the additional comments of any related incident that has a Resolution code of Known error.

    3. Z

       zebitas

       2023-03-09

       3 upvotes

       Correct answer is D. The communicate workaround is not the comunicate fix as stated on other comments on this thread. The communicate workaround calls the copy prb workaround to work notes if incident is new\inprogress\on hold, Work around is only copied to comments if case already resolved\closed with resolution code know error

    4. S

       sNowReggie

       2024-01-11

       Selected D3 upvotes

       The comments are only added to resolved incidents with a resolution code of Known Issue, therefore A is incorrect.

17. Question 17 of 25

    What baseline Change Flows support the baseline Normal Change model?

    • AChange - Normal - Assess, Change - Normal - Authorize, Change - Normal - Implement Change - Implementation tasks
    • BChange - Normal - New, Change - Normal - Review, Change - Normal - Close, Change - Implementation tasks
    • CChange - Normal - New, Change - Normal - Assess, Change - Normal - Implement, Change - Implementation tasks
    • DChange - Normal - Assess, Change - Normal - Authorize, Change - Normal - Close, Change - Implementation tasks

    Show answer

    Correct answer: A

    How others answered

    • A100%

    Explanation

    From the book: Change - Normal - Assess Change - Normal - Authorize Change - Normal - Implement AAI :) Assess Authorize Implement

    Adapted from community discussion by MarlyB · 2023-08-11 · 9 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 17 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

    1. M

       MarlyB

       2023-08-11

       Selected A9 upvotes

       From the book: Change - Normal - Assess Change - Normal - Authorize Change - Normal - Implement AAI :) Assess Authorize Implement

    2. S

       subhadeep_ghosh

       2023-07-11

       Selected A4 upvotes

       A is an OK answer, but not really the correct answer. The correct flow is NEW - ASSESS - AUTHORIZE - SCHEDULE - IMPLEMENT - REVIEW - CLOSE

    3. M

       Manny1218

       2024-09-16

       2 upvotes

       I see confusion here. This is talking about the Flows in Flow Designer, NOT the change model state. Change model state for a normal Change is New - Assess - Authorize - Schedule - Implement - Review - Close But this is talking about the Flows in flow designer Change - Normal - Assess Change - Normal - Authorize Change - Normal - Implement Hope that helps

    4. S

       subhadeep_ghosh

       2023-08-13

       Selected A2 upvotes

       A is correct because other options are wrong. But actually it should be New - Assess - Authorize - Schedule - Implement - Review - Close

18. Question 18 of 25

    Select 2

    In the CAB workbench, what are some ways the CAB manager can identify the Change requests to be added to a particular meeting agenda? (Choose two.)

    • AChange requests meeting different conditions, like Risk level or Type
    • BChange requests planned within a certain date range
    • CUse any of the options on the Agenda Criteria Tab
    • DChange requests for a certain Change Flow Definition

    Show answer

    Correct answer: A, B

    How others answered

    • AB100%

    Explanation

    correct answer is AB. There is no Agenda Criteria tab in CAB meeting form, user can specify changes that can be added in CAB workbench thru the Agenda Management tab.

    Adapted from community discussion by oriyow · 2023-02-26 · 10 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 18 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

    1. O

       oriyow

       2023-02-26

       10 upvotes

       correct answer is AB. There is no Agenda Criteria tab in CAB meeting form, user can specify changes that can be added in CAB workbench thru the Agenda Management tab.

    2. E

       esllin

       2023-02-27

       Selected A, B4 upvotes

       https://docs.servicenow.com/bundle/utah-it-service-management/page/product/change-management/task/define-your-cab.html

    3. S

       subhadeep_ghosh

       2023-08-13

       Selected A, B3 upvotes

       CAB team always looks at risk and impact before deciding if a CR needs to be included in the weekly CAB review or not. They also look at the CR schedule that is planned end date of deployment to decide to take up a CR on weekly meeting agenda or not.

    4. M

       Manny1218

       2024-09-16

       Selected A, B1 upvote

       IT Service Management (ITSM) Implementation On Demand Lab 7.4: Setup Recurring CAB Meetings My Answer is A & B When creating a new CAB Definition, you can configure conditions for either Risk Level, type, and/or Date Range

19. Question 19 of 25

    How do you describe the relationship between a Knowledge article and a Knowledge base category?

    • AArticles can only be published to one category
    • BArticles must be published to at least one category
    • CArticles must be approved by the selected category owner
    • DArticles can be published to a category and subcategory

    Show answer

    Correct answer: A

    How others answered

    • A94%

    Explanation

    Has to be A. If you could publish to more than one category, how would you do it since the category field is a single reference field.

    Adapted from community discussion by betch252 · 2024-03-20 · 4 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 19 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

    1. B

       betch252

       2024-03-20

       Selected A4 upvotes

       Has to be A. If you could publish to more than one category, how would you do it since the category field is a single reference field.

    2. W

       Wewe1

       2024-07-31

       Selected A3 upvotes

       Utah ebook Pg 220 ".........An article may be published within a single category."

    3. S

       sauso

       2024-10-10

       Selected A2 upvotes

       Page 220 Tokyo book 3. Knowledge Categories [kb_categoryl are associated to articles. An article may be published within a single category. Categories may be nested through parent-child relationships.

    4. N

       NoQuarantino

       2023-11-30

       2 upvotes

       I was able to publish an article without selecting a category. Do you mean i must choose a KNOWLEDGE BASE?

20. Question 20 of 25

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

    • AReports
    • BCI Class Manager
    • CApplication Menus
    • DDependency View

    Show answer

    Correct answer: B

    How others answered

    • B86%

    Explanation

    Correct answer- B Explanation : The CI Class Manager brings all of this together and provides a centralized place to view the CMDB class hierarchy in a tree-view format as well as view or edit class definitions and class settings for identification rules, reconciliation rules, and CMDB Health.

    Adapted from community discussion by GURUDEV7267 · 2024-09-26 · 4 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation
    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 20 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

    1. G

       GURUDEV7267

       2024-09-26

       Selected B4 upvotes

       Correct answer- B Explanation : The CI Class Manager brings all of this together and provides a centralized place to view the CMDB class hierarchy in a tree-view format as well as view or edit class definitions and class settings for identification rules, reconciliation rules, and CMDB Health.

    2. L

       lyon301

       2023-07-01

       Selected B3 upvotes

       https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/configuration-management/reference/ci-class-manager-landing-page.html

    3. M

       McKenzieDuquesne

       2024-03-04

       Selected B2 upvotes

       Use the Cl Class Manager to explore the hierarchy and table definitions at each level.

    4. H

       Honeybadge

       2023-08-08

       Selected B1 upvote

       Use the CI Class Manager as a central location to explore the CMDB class hierarchy, CI table definitions, and class CIs. https://docs.servicenow.com

21. Question 21 of 25

    Select 2

    Which of the following are users able to do when configuring stages in Flow Designer? (Choose two.)

    • ADisplay the stages to the requester
    • BCreate any number of stages
    • CImport a copy of a pre-defined stage set
    • DDefine the stage set in a subflow

    Show answer

    Correct answer: B, C

    How others answered

    • BC100%

    Explanation

    From the book: When configuring stages in Flow Designer, you can: - Create any number of stages - Change stage labels and names - Set the estimated duration for a stage - Import a copy of a pre-defined stage set from the Stage Sets table. Any changes made to the copy do not affect the original Stage set record

    Adapted from community discussion by MarlyB · 2023-08-11 · 7 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation
    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 21 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

    1. M

       MarlyB

       2023-08-11

       Selected B, C7 upvotes

       From the book: When configuring stages in Flow Designer, you can: - Create any number of stages - Change stage labels and names - Set the estimated duration for a stage - Import a copy of a pre-defined stage set from the Stage Sets table. Any changes made to the copy do not affect the original Stage set record

    2. F

       Flanky

       2023-09-24

       3 upvotes

       Who was setting the answers for this pages? It's two clicks to confirm that Stages are never revealed to the user. "While stages can be added to a flow with a scheduled trigger, the stages are never displayed to an end user because there is no associated record for the stage field. Only use stages in flows with record and Service Catalog triggers." https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/flow-designer/task/add-stages.html So A is clearly wrong. Or am I missing something?

    3. E

       esllin

       2023-02-27

       Selected B, C3 upvotes

       - Create any number of stages -Change stage labels and names -Set the estimated duration for a stage -Import a copy of a pre-defined stage set from the stage set table. Any changes made to the copy do not affect the original stage set record

    4. A

       alaro

       2022-12-04

       3 upvotes

       I think the answer is B,C When configuring states in Flow Designer, you can - Create any number of stages -Change stage labels and names -Set the estimated duration for a stage -Import a copy of a pre-defined stage set from the stage set table. Any changes made to the copy do not affect the original stage set record

22. Question 22 of 25

    Where do you enable the Search as feature for an incident?

    • Aincident.deflection system property
    • BIncident Properties application
    • CRelated Search Results table configuration
    • DIncident form design

    Show answer

    Correct answer: C

    How others answered

    • C100%

    Explanation

    Technically, none of the solutions are correct. The right answer is on p270. "Search as" is set on the "Search as" tab in Contextual Search > Table Configuration. It has nothing to do with Related Search.

    Adapted from community discussion by armin_vcg · 2023-06-29 · 14 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 22 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

    1. A

       armin_vcg

       2023-06-29

       Selected C14 upvotes

       Technically, none of the solutions are correct. The right answer is on p270. "Search as" is set on the "Search as" tab in Contextual Search > Table Configuration. It has nothing to do with Related Search.

    2. [

       [Removed]

       2023-01-14

       2 upvotes

       https://docs.servicenow.com/en-US/bundle/tokyo-platform-administration/page/administer/contextual-search/task/t_DefineContextualSearchForForm.html

    3. M

       Manny1218

       2024-09-18

       Selected C1 upvote

       servicenow.read.inkling.com IT Service Management (ITSM) Implementation On Demand Module 5.3: Incident Management Page: Contextual Search Properties Answer is C

    4. B

       betch252

       2023-03-21

       Selected C1 upvote

       I answered C and was surprised when it told me it was D. Glad to see that C was the answer mostly given in the comments.

23. Question 23 of 25

    Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot. How do you explain this?

    • AThe technical resources working on the problem investigation are focused on the technical details, and may provide information that is not useful for the callers
    • BThe problem coordinator is the only role with the ability to recall a message
    • CThe problem coordinator is responsible for approving or rejecting the proposed message
    • DThe message will be automatically displayed on the Portal

    Show answer

    Correct answer: A

    How others answered

    • A100%

    Explanation

    A provides an explanation of why D is relevant, but none of the solutions are technically correct. This is a question of roles and responsibilities. Communicating fixes falls into the coordinator's role. See p349.

    Adapted from community discussion by armin_vcg · 2023-12-29 · 3 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation

    View community discussion3

    Candidate context

    Question 23 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

    1. A

       armin_vcg

       2023-12-29

       3 upvotes

       A provides an explanation of why D is relevant, but none of the solutions are technically correct. This is a question of roles and responsibilities. Communicating fixes falls into the coordinator's role. See p349.

    2. S

       Shashwat2211

       2023-09-22

       Selected A2 upvotes

       A only sounds relevant, other options seems to be making no sense

    3. E

       esllin

       2023-08-28

       Selected A1 upvote

       Problem_task_analyst only response for problem task. A might be correct. https://docs.servicenow.com/ja-JP/bundle/utah-it-service-management/page/product/problem-management/reference/installed-with-madrid-best-prac.html

24. Question 24 of 25

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

    • ARequirement Gathering, Design, Build, Roll-out, Unit Testing, User Acceptance, Pilot
    • BScoping, Design, Develop, Deployment, Unit Testing, Integration, Pilot
    • CAnalyze, Design, Development, Build, Roll-out, QA, User Acceptance
    • DRequirement Gathering, Design, Development, Build, Deployment, QA, User Acceptance

    Show answer

    Correct answer: D

    How others answered

    • D100%

    Explanation

    In the Vancouver doc it saya "Release Phases represents the planned phases within a release, (...). For example: Gathering requirements, planning, design, development, testing, and deployment. https://docs.servicenow.com/en-US/bundle/vancouver-it-service-management/page/product/release-management/concept/c_ReleaseManagementConcepts.html I got tricked by this one too, but marked D.

    Adapted from community discussion by gataVitiligo · 2024-02-23 · 2 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation

    View community discussion3

    Candidate context

    Question 24 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

    1. G

       gataVitiligo

       2024-02-23

       2 upvotes

       In the Vancouver doc it saya "Release Phases represents the planned phases within a release, (...). For example: Gathering requirements, planning, design, development, testing, and deployment. https://docs.servicenow.com/en-US/bundle/vancouver-it-service-management/page/product/release-management/concept/c_ReleaseManagementConcepts.html I got tricked by this one too, but marked D.

    2. A

       armin_vcg

       2023-12-29

       1 upvote

       Not sure where information comes from to call D correct. Current SN releases allow the release manager/coordinator to create phases by any name/description that they desire. Any phases that are created show up in the Release Phases related lists.

    3. T

       tanaris_e

       2024-02-01

       1 upvote

       What page validates this? PG 484 doesn't indicate any of these answers

25. Question 25 of 25

    Which workflow is defined as: Requests approval from a manager of the knowledge base before moving the article to the retired state. The workflow is canceled and the article remains in the published state if any manager rejects the request.

    • AKnowledge – Article Retire
    • BKnowledge – Retire Authorize
    • CKnowledge – Approval Retire
    • DKnowledge – Retire-Approval Required
    • EKnowledge – Instant Retire

    Show answer

    Correct answer: C

    How others answered

    • C100%

    Explanation

    From the book: There are the Instant Retire (when using the Retire UI Action, the KB is instantly retired). The Retire Knowledge (when the valid to date is reached, the workflow sets the KB to retired). Lastly the Approval Retire (the Retire UI Action is used, which generates an approval for owners and managers, after approval the KB is retired)

    Adapted from community discussion by MarlyB · 2024-08-14 · 2 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation
    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 25 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-ITSM or CertExamHQ.

    1. M

       MarlyB

       2024-08-14

       Selected C2 upvotes

       From the book: There are the Instant Retire (when using the Retire UI Action, the KB is instantly retired). The Retire Knowledge (when the valid to date is reached, the workflow sets the KB to retired). Lastly the Approval Retire (the Retire UI Action is used, which generates an approval for owners and managers, after approval the KB is retired)

    2. J

       Jaaaimin

       2023-12-18

       Selected C1 upvote

       Default knowledge workflows: - Knowledge - Approval Publish - Knowledge - Approval Retire - Knowledge - Instant Publish - Knowledge - Instant Retire - Knowledge - Publish Knowledge - Knowledge - Retire Knowledge Abour the "Approval Retire" one: Requests approval from a manager of the knowledge base before moving the article to the retired state. The workflow is canceled and the article remains in the published state if any manager rejects the request. If ownership groups is enabled, email notifications with a link to the article are sent to the ownership group members for approval.

    3. E

       esllin

       2024-02-28

       Selected C1 upvote

       Knowledge - Approval Retire Requests approval from a manager of the knowledge base before moving the article to the retired state. The workflow is canceled and the article remains in the published state if any manager rejects the request. If ownership groups is enabled, email notifications with a link to the article are sent to the ownership group members for approval. If ownership groups is not enabled, email notifications with a link to the article are sent to knowledge base managers for approval.

    4. P

       PappyFox

       2024-05-09

       Selected C2 upvotes

       C is correct https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/knowledge-management/reference/r_KnowledgeWorkflows.html

Keyboard:J Kmove between questionsA–Dselect an answerRshow or hide the answer← →change page

CIS-ITSM practice, question 1 of 25