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TESTED 07 Apr 2026
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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?
Where are the timeframe conditions for sending an SLA breach warning notification defined?
A customer requires incidents to automatically move to a Closed state from Resolved after 7 days. How is this configured? Choose 2 answers
Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?
On an incident record, where are the fields fiat appear on the caller lookup select box defined?
Which field from the configuration item will automatically populate in the Assignment group field of a problem record?
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?
In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)
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?
Incident management includes limited functionality for what advanced reporting capability?
Which of the following cannot be defined or set through a Catalog UI Policy?
What tools are available to the assignee to help resolve an incident?
Choose 2 answers
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?
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?
When you create a problem from an incident. Impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don't want the values from incident to be copied over.
What module would you use to make this adjustment?
On an incident record, where are the fields that appear on the caller lookup select box defined?
Which property on an order guide will pass variables from one item to another item with equivalent variables?
Which record type would you use for an Ask a Question form that would generate an Incident?
Which of these can be defined using step based fulfillment in Catalog Builder? Choose 2 answers
A user wants to know what makes the Known Error knowledge base in ServiceNow different from all other knowledge bases. How should you respond?
Released in Quebec, what tool enables the creation of templates for Catalog Items?
What are key relationships between Change and Problem records?
Choose 2 answers
Which of the following catalog client script methods will modify the choice list options available to an end user on a catalog item?
When using Inbound Email Actions, what happens it an email is received which has no watermark or reference number?
When using Catalog Builder, what can be built using templates?
Choose 2 answers
Where can a change manager define the conditions that must be met before a change request can move from one state to another?
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?
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?
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?
Which of the following elements are automatically included in the name of the update set for items published via Catalog Builder?
Choose 2 answers
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
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?
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?
What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)
What are key relationships between Change and Release Management?
Choose 3 answers
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?
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
When defining SLAs for the service catalog at what level is the SLA typically defined?
What are some good practices for guiding your customers' use of Notifications?
Choose 3 answers
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?
The Major Incident Management (MIM) application is linked at the Incident management process but the records have in additional set of States. What are these Ml States?
A new problem manager wants a high level view of the activities in problem management.
What module do you recommend?
Which Service Portfolio Management phase does a service belong to when it is in operational state?
TESTED 07 Apr 2026