ServiceNow CIS-ITSM Practice Test - Questions Answers, Page 17

Step by Step Comprehensive In the context of ServiceNow IT Service Management, specifically within the service portfolio taxonomy, a 'leaf node' can be associated with a service. The service portfolio taxonomy is a hierarchical structure that organizes the services offered by an organization. At the top of this hierarchy are broad categories or 'nodes,' which are then broken down into more specific 'leaf nodes.' These leaf nodes represent individual services or offerings that are the most granular level within the taxonomy. Associating a service with a leaf node allows for detailed tracking and management of that particular service within the larger portfolio.

To satisfy the requirement of identifying which knowledge base articles are visible to the callers from the Incident form, the feature 'Show User Viewable' would be used. This feature allows agents to see which articles can be viewed by the user associated with the incident. It helps in distinguishing between articles that are meant for internal audiences (technical) and those written for end users with simpler instructions. When an agent is on the Incident form, they can use this feature to filter and display only the articles that the caller can view, ensuring that the agent is aware of the information available to the caller and can guide them accordingly.

A Portfolio Manager in ServiceNow focuses on the Service Portfolio, which includes all the services provided by an organization. The Portfolio Manager oversees how the Service Offering and the Service within this portfolio perform, ensuring that they align with business objectives. The hierarchy in question, Service Portfolio > Service > Service Offering, is crucial for understanding the overall performance and governance of services. This hierarchy provides a structured approach to managing services from a business perspective and tracking their lifecycle.

ServiceNow Documentation on Service Portfolio Management.

In ServiceNow, a change model defines how a change progresses through its lifecycle. The state model refers to the predefined states (e.g., New, Assess, Authorize) a change can transition through. State transitions are the movement between these states. Similarly, a phase model represents the different phases of the change process (such as Request, Authorization, Implementation), which can have distinct requirements and actions. Each of these components defines a clear structure and sequence of events for managing changes effectively.

The Editors field in ServiceNow Service Catalog creation specifies who has permissions to create, modify, and publish items within the catalog. Editors have the rights to manage the content and structure of the catalog, ensuring that only authorized users can perform these actions.

For details, refer to the Service Catalog Management documentation.

Change Request [change_request]

Problem [problem]

Incident [incident]

Request [sc_request]

Request Item [sc_req_item]

Service Catalog Task [sc_task]

all extended from task