clapgeek logo
Which is the process responsible for delivering items that have been ordered from a Service Catalog?
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
Which property on an order guide will pass variables from one item to another item with equivalent variables?
Where can a change manager define the conditions that must be met before a change request can move from one state to another?
As of Quebec. Problem task records will move automatically from one state, to another state, provided the required fields are filled. What are those states?
Your implementation has some legacy change types with workflows, and also some new change models. What option for Change Create New will support your scenario?
Which of the following catalog client script methods will modify the choice list options available to an end user on a catalog item?
The ability to authorize requests is enabled using a role which requires a user license. What is this role?
What module do you use to change the setting for the time between incident Resolution and Closure?
When a Service Desk again shares a "How to' item with a customer what type of record is being shared?
A new problem manager wants a high level view of the activities in problem management.
What module do you recommend?
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?
When building out a service catalog categorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain categories?
Choose 3 answers
Which role has the ability to configure and manage incident Management properties?
A customer wants to add a new Catalog Item to the Service Catalog.
What process would be used to ensure the new item is authorized?
Unless there are particular security requirements, what role is given to users that perform request fulfillment work?
Where can a change manager define the interval frequency for unauthorized change detection?
Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)
When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)
Unless there are particular security requirements, what role is given to users that perform request fulfillment work?
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?
In the baseline implementation, what are key relationships between Change and Configuration Item (CI) records? Choose 3 answers
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?
Which catalog properly allows users to save partially-completed requests to complete and submit at a later time?
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?
Incident management includes limited functionality for what advanced reporting capability?
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?
• Label: Fix in Progress
• Value: 104
• Constant: ProblemState.FIX_IN_PROGRESS
Which script is used to add a pre-requisite for transitioning from the Fix in Progress state?
What would you use to define a common grouping of configuration items such as all web servers in Miami?
What functionality can be used to define the sequence of activities that should be taken to complete catalog items?
Choose 2 answers
When defining SLAs for the service catalog at what level is the SLA typically defined?
Incidents can be created and managed in the workspace using Ul layouts that are tailored to different personas, processes. and interfaces Examples include:
• Default
• Major incidents
• Self Service
• Mobile
What are these Ul layouts called in the Now Platform?
When modifying a Change Flow, a library is available of re-usable components for your flow. What are these components called?
On an incident record, where are the fields that appear on the caller lookup select box defined?
When you activate the ITSM Roles plugin what additional granular roles are created for the Incident application?
Choose 2 answers
Which of the following can leverage user criteria for controling access?
Choose 2 answers
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?
When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number?
Which level are service commitments associated in the service portfolio taxonomy?
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?
By default, a business rule causes the Assignment group to be automatically set on a change request record. How is the group identified?
TESTED 07 Apr 2026