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You are asked to create an option in the Service Catalog, which will allow a user to click Get Help and describe the issue they are having. These forms should create incident records, which are automatically routed to the Service Desk. Which method would you use?
Understanding Service Catalog Components:
In ServiceNow, the Service Catalog provides a structured way for users to request services.
A Record Producer is a special type of catalog item that creates records in a specific table (e.g., creating an Incident record when submitting a 'Get Help' form).
Why 'Create Record Producer' is the Correct Answer:
A Record Producer allows users to submit requests using a form that creates records in a specified table (in this case, the Incident table).
The submitted form automatically routes the record to the Service Desk based on assignment rules.
It improves user experience by simplifying the incident creation process.
Why Other Answers Are Incorrect:
B . Create Catalog Item Catalog Items are used for ordering products or services (e.g., laptop requests) but do not create Incident records.
C . Create Order Guide Order Guides are used for grouping multiple Catalog Items into a single request, not for creating Incidents.
D . Create Content Item Content Items provide links or information, but they do not create records in ServiceNow.
Best Practice Solution:
Navigate to Service Catalog Record Producers and create a new Record Producer for the Incident table.
Set appropriate fields, workflow, and assignment rules to ensure proper routing to the Service Desk.
ServiceNow Docs: Creating Record Producers
ServiceNow CSA Documentation on Service Catalog & Record Producers
A customer wants to be able to identify and track components of their infrastructure that support their ecommerce service. What ServiceNow products could support this requirement?
Choose 3 answers
To track and manage infrastructure components that support an eCommerce service, a customer needs tools that provide visibility into IT assets, relationships, and dependencies.
Correct Answers
B . Configuration Management (CMDB)
The CMDB is a central repository that stores information about Configuration Items (CIs) such as servers, databases, applications, and network devices.
Helps track relationships between components supporting the eCommerce service.
Example: Tracking which servers host the online store application.
D . Discovery
Discovery automatically identifies and updates IT assets and infrastructure in the CMDB.
Scans on-premise and cloud environments to find servers, applications, and databases.
Example: Detecting newly deployed servers supporting the eCommerce platform.
E . Service Mapping
Service Mapping builds a visual map of how infrastructure components (CIs) relate to a business service.
Helps identify dependencies between applications and underlying infrastructure.
Example: Mapping how web servers, databases, and payment systems interact to support eCommerce transactions.
Incorrect Answer Choices
A . Performance Analytics
Performance Analytics (PA) is used for trend analysis and reporting, but it does not track infrastructure components.
PA could be used later to analyze eCommerce performance, but it does not discover or track components.
C . Financial Management
Financial Management (Now ITFM or TBM) tracks IT costs and budgets, not infrastructure components.
It helps analyze IT spending related to infrastructure but does not provide technical tracking of eCommerce components.
ServiceNow Documentation: CMDB Overview
ServiceNow Documentation: Discovery Overview
ServiceNow Documentation: Service Mapping Overview
What feature do you use to specify which users are able to access a Service Catalog Item?
In ServiceNow Service Catalog, the User Criteria feature is used to specify which users are eligible to access (view or order) a Service Catalog Item. User Criteria allows administrators to define rules that determine whether a user can see or request a catalog item based on attributes such as roles, groups, departments, and locations.
How User Criteria Works:
User Criteria is created to define the conditions (e.g., users in the IT department can order a laptop).
It is then applied to Catalog Items, Categories, or Access Control Rules.
If a user meets the criteria, they can see and order the item. If not, it remains hidden.
Why the other options are incorrect:
A . Can Read Role Incorrect. There is no such feature named 'Can Read Role' in ServiceNow Service Catalog.
B . Catalog User Role Incorrect. ServiceNow does not have a predefined 'Catalog User Role.' However, the catalog_admin role can manage catalog items, but it does not control access for end users.
C . Can Order Tab Incorrect. This is not a valid ServiceNow feature. Ordering permissions are controlled through User Criteria.
User Criteria for Service Catalog
ServiceNow CSA Training Material
Which ServiceNow resource is a framework that ensures the data your ServiceNow application requires maps correctly to the appropriate CMDB tables?
The Common Service Data Model (CSDM) is a framework provided by ServiceNow that ensures your application's data correctly maps to the Configuration Management Database (CMDB) tables. It standardizes how configuration items (CIs), services, and relationships are structured within the CMDB.
Key Functions of CSDM:
Standardized Data Model: Ensures consistent and correct CMDB data structuring.
Alignment with CMDB Best Practices: Helps businesses align their IT assets, services, and business functions effectively.
Better Service Mapping: Provides structured relationships between business services and their technical components.
Compliance & Governance: Ensures data integrity by enforcing best practices for CMDB population.
Incorrect Answer Choices
B. Service Mapping Utility (SMU) -- Service Mapping is used for discovering and mapping dependencies but is not a data model framework.
C. Service Schema Map (SSM) -- No such official term exists in ServiceNow documentation.
D. CMDB Class Manager (CMDBCM) -- This is a tool used to manage CI classes but does not define a data model framework like CSDM.
E. CI Class Manager (CICM) -- Incorrect term; CMDB Class Manager is used for CI class hierarchy management, not for mapping applications to CMDB tables.
Official CSA Documentation Reference:
ServiceNow Documentation: Common Service Data Model (CSDM) CSDM Overview
ServiceNow CMDB Best Practices CMDB and CSDM Alignment
What is a Dictionary Override?
In ServiceNow, a Dictionary Override allows an administrator to customize the properties of a field in a child table without modifying the field in the parent table.
This is particularly useful in table inheritance scenarios, where a child table inherits fields from a parent table but needs different behavior for certain fields.
Key Functions of Dictionary Overrides:
Modify field properties (e.g., mandatory, read-only, default value) in extended tables.
Preserve inheritance while allowing exceptions for specific child tables.
Avoid modifying the original dictionary definition of a field at the parent table level.
Example of Dictionary Override in Action:
Consider the Task Table (task), which is a parent table for many modules like Incident, Change, and Problem.
The Task Table has a priority field.
If the Incident Table (incident) needs to override the priority field to make it mandatory, an administrator can create a Dictionary Override for the priority field in the incident table.
The priority field in other child tables (e.g., change_request, problem) remains unaffected.
Explanation of Each Option:
(A) A Dictionary Override is an incoming customer update in an Update Set which applies to the same objects as a newer local customer update -- Incorrect
This definition describes Update Set Collisions, not Dictionary Overrides.
Update Set Collisions occur when an update set applies changes to an object that has been modified locally.
(B) A Dictionary Override is the addition, modification, or removal of anything that could have an effect on IT services -- Incorrect
This describes Change Management in ITSM, which tracks changes to IT services.
Dictionary Overrides specifically modify field properties in extended tables.
(C) A Dictionary Override is a task within a workflow that requests an action before the workflow can continue -- Incorrect
This describes Approval Actions in Workflows, not Dictionary Overrides.
Workflow approvals pause execution until an action is completed, but Dictionary Overrides do not function this way.
(D) A Dictionary Override sets field properties in extended tables -- Correct
This is the correct definition.
Dictionary Overrides allow admins to customize field behavior in child tables while maintaining inheritance from parent tables.
Additional Notes & Best Practices:
Use Dictionary Overrides sparingly to avoid unnecessary complexity.
Always test changes in a sub-production environment before applying them in production.
Document overrides properly to help future administrators understand why an override was applied.
Use the 'Dictionary Entry' (sys_dictionary) table to view and manage dictionary overrides.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs: Dictionary Overrides Overview
https://docs.servicenow.com
ServiceNow Community: Best Practices for Dictionary Overrides
https://community.servicenow.com
