Insight
114 questions from the Insight domain of the ServiceNow Implementation Specialist – Data Foundations (CIS-DF) exam, each with its answer and an explanation. Read them through as revision, then sit the full practice exam to test yourself on them under multiple-choice conditions.
1.While reviewing the health of the Common Service Data Model (CSDM), the Configuration Manager notices a high volume of “Orphaned“ Application Services. These represent technical stacks (e.g., “SAP-PROD-01“) that are being discovered and monitored, but they lack a relationship to a parent Business Application. This “Orphan“ status prevents the IT leadership from understanding which business capability relies on these technical services. The manager needs a guided interface that will list these specific orphaned services and provide a step-by-step workflow to select the correct parent Business Application for each one. Which feature should be launched to remediate this specific structural gap?
Answer
- CSDM Data Foundations Playbook
The CSDM Data Foundations dashboard reports gaps in the service model, such as application services with no parent business application, and its playbooks guide you through fixing them: you see each orphaned service and choose the business application it belongs to. CMDB Data Manager runs lifecycle policies such as retire and archive, and the de-duplication tools merge duplicate records rather than add missing relationships.
2.You are a CMDB Administrator tasked with improving the structural integrity of your CMDB implementation. You want to identify specific configuration gaps, such as custom classes that should be standard, duplicate CIs lacking identification rules, or hardware CIs missing serial numbers, which are preventing the CMDB from following ServiceNow best practices. Which dashboard provides these specific indicators to help you align your CMDB ?
Answer
- CMDB Data Foundations Dashboard
The CMDB Data Foundations dashboard checks whether the CMDB is set up the way ServiceNow recommends, with indicators such as custom classes, duplicates and their identification rules, and hardware CIs missing serial numbers. The CMDB Health dashboard scores the data in CI records, the CSDM Data Foundations dashboard checks the service model, and the Integration Commons dashboard monitors integrations.
3.A Service Desk Manager needs to generate a quick list of “All critical Linux Servers in the New York datacenter“ to prepare for an audit. They do not have the technical skills to build a formal query in the CMDB Query Builder, nor do they want to navigate complex filter conditions in a standard list view. They are currently logged into the CMDB Workspace. Where can they type this plain English sentence to immediately generate the list of CIs?
Answer
- In the “Intelligent Search“ field located at the top of the CMDB Workspace Home dashboard
CMDB Workspace has an intelligent search field that takes questions in plain language, such as critical Linux servers in New York, and turns them into a CMDB query. Global search matches keywords unless it's specially configured, CI Class Manager configures classes, and the Dependency View and CMDB 360 aren't search tools.
4.An operations team wants a health dashboard that focuses only on: Windows Server and Linux Server CIs That are Operational They do not want other classes included, and they want this filtered view to be available as a standard dashboard, not a one-off ad hoc filter. Which configuration best meets this goal?
Answer
- Create a CMDB Group of type Health with encoded queries for Windows and Linux servers, then use the Group Health Dashboard
A CMDB group defines a reusable set of CIs, here operational Windows and Linux servers, and the CMDB Group Health dashboard shows health scores for just that group. Filtering by hand each time isn't a standard view, a cloned dashboard is hard to maintain, exporting loses the drill-down in the platform, and changing inclusion rules would remove the other classes from everyone's health scores.
5.A CMDB admin has created a CMDB Query Builder schedule called “Computers to Mass Storage Report.” The Hardware group complains that they receive daily emails with either no rows in the attachment or very large attachments that are slow to open. Which option on the scheduled query record should the admin enable to both avoid empty emails and reduce the size of large attachments?
Answer
- Enable Omit If No Records and Zip Output on the schedule
Two options on the schedule fix both complaints: Omit if no records stops the email when the query returns nothing, and Zip output compresses the attachment so large results are smaller. Either option alone fixes only one of the problems, and display settings in Query Builder don't affect the scheduled email.
6.You are a CMDB Administrator responsible for operational data quality. You need to identify Configuration Items (CIs) that are “Stale“, “Orphaned“, “Incomplete“. Which dashboard is specifically designed to display these ?
Answer
- CMDB Health Dashboard
The CMDB Health dashboard scores CI data on Completeness (missing required and recommended fields), Correctness (duplicates, orphans and stale CIs) and Compliance (audits). The CMDB Data Foundations dashboard checks how the CMDB is set up, the CSDM Data Foundations dashboard checks the service model, and the Integration Commons dashboard monitors integrations.
7.Cloud Dimensions‘ Incident Manager needs a report showing all Configuration Items that do not have an owner (Owned by field is empty) and are currently associated with a Priority 1 – Critical Incident. What feature of the CMDB Query Builder must the administrator leverage to create this report?
Answer
- Non-CMDB Tables functionality
Query Builder can include non-CMDB tables, such as Incident, alongside CMDB classes, so a single query can find CIs with an empty Owned by field that are linked to priority 1 incidents. Combination queries combine CMDB and Service Mapping queries, the Unified Map is a visual view, and intelligent search doesn't build structured joins like this.
8.A service owner wants to answer one specific question: For Product X, which ServiceNow products rely on its CMDB data, and what benefit do they get from better CMDB quality? They are not interested in raw completeness or correctness numbers, but in the impact across ServiceNow products. Which feature described in the Gain Insight from CMDB Data course is best suited to this use case?
Answer
- Product View
Product View shows which ServiceNow products rely on CMDB data and what they gain from better data quality, which answers a question about impact across products rather than raw scores. The CMDB Health and Group Health dashboards report completeness, correctness and compliance, the Unified Map shows relationships, and intelligent search finds CIs.
9.You are responsible for performance and data protection in CMDB Query Builder. You need to meet two goals: 1. Prevent CMDB queries from returning an excessive number of rows when they are run as scheduled queries 2. Ensure that certain non-CMDB tables (for example, HR tables) never appear as options in Query Builder, even if they exist on the instance Which two Query Builder system properties should you configure?
Answers
- Set Limit number of results for a scheduled query or Load All Results
- Configure Blacklist of non-CMDB tables
Query Builder has system properties that cap how many results a scheduled query, or Load All Results, can return, and that list non-CMDB tables which must never be offered in Query Builder. The time limits only control how long queries may run, and suggested connections are a display setting.
10.Which configuration action enables an administrator to use an existing CMDB Group (defined using encoded queries) to collectively apply policies and actions to all contained CIs, rather than managing each CI individually?
Answer
- Associating the CMDB Group with a Dynamic CI Group and/or a CMDB Health Group.
A CMDB group only defines a set of CIs. To act on them together, associate it with a dynamic CI group, so the CIs can be managed through a service offering, for example to sync their support and managed by groups, and with a CMDB Health group to report health for that set. Remediation isn't a CMDB group type, and principal class is a setting on a class, not a group.
11.What is the primary role of a CMDB Group when it is created with the type ‘Health‘?
Answer
- To aggregate a specific, customized collection of CIs (defined by encoded query) for reporting health metrics on the CMDB Health Dashboard.
A CMDB group of type Health defines a custom set of CIs with encoded queries, and that set can then be selected on the CMDB Health dashboard to see health scores for just those CIs. Source priority, Managed by group and Data Manager scope are configured elsewhere.
12.In CMDB Query Builder, what functionality allows the administrator to easily combine the results of querying infrastructure components (e.g., Servers connected to a database) with the service context (e.g., which Application Services utilize them)?
Answer
- Combination Query (incorporating a Saved Service Mapping Query)
A combination query in Query Builder joins a CMDB query with a saved Service Mapping query, so infrastructure results, such as servers connected to a database, are linked to the application services that use them. A plain CMDB query covers only infrastructure, and dependent relationship rules and data refresh rules aren't query features.
13.A CMDB Administrator is working on the CMDB Health Dashboard. They need to monitor a specific group of servers but want to use existing encoded queries to define which servers belong to this custom monitoring view. Which artifact must the administrator create to define this scope?
Answer
- CMDB Group
A CMDB group defines a set of CIs, including with encoded queries, and when its type is Health the CMDB Health dashboard can show scores for just that set. Health inclusion rules decide which CIs are evaluated at all, dynamic CI groups are CSDM records used with service offerings, and metric definitions say what's measured rather than which CIs.
14.The CMDB and CSDM Data Foundations Dashboards are acquired from the ServiceNow Store. Which statement highlights the key difference in configurability between the Data Foundations Dashboards and the CMDB Health Dashboard?
Answer
- The Data Foundations Dashboards come with fixed, non-customizable metrics, whereas the CMDB Health Dashboard allows for flexible metric customization and filtering.
The Data Foundations dashboards measure fixed, prescriptive metrics that ServiceNow defines for CMDB and CSDM best practice, so their logic can't be customized. The CMDB Health dashboard can be tailored with inclusion rules, thresholds and metric weighting. Completeness, correctness and compliance are the Health dashboard's KPIs.
15.The CMDB and CSDM Data Foundations Dashboards include a metric called Locations with Parents. Which fundamental guideline for location records does this metric help organizations monitor adherence to?
Answer
- Locations must be hierarchical.
Locations with Parents counts location records that sit under a parent location, which shows whether locations are organized as a hierarchy, such as country, city, building and floor. Uniqueness and clear naming are separate guidelines.
16.A CMDB Analyst needs to continuously identify data gaps in the CMDB structure by finding all Business Applications that are not currently related to any Application Service (i.e., they are not deployed). The analyst needs the result set to be automatically generated and saved weekly for review by the CMDB governance board. Which CMDB Workspace feature is best suited for building and automating this complex, relationship-based analysis?
Answer
- CMDB Query Builder scheduled reports.
Query Builder can find business applications with no relationship to an application service, and a schedule on the query runs it weekly and emails the results to the governance board. Data Manager policies, reconciliation rules and the Duplicate CI Remediator don't produce relationship reports.
17.A Service Desk Analyst receives an alert indicating high CPU usage on a critical server. The analyst needs to quickly determine if there are any active incidents or recent changes associated with that specific server or its upstream/downstream components, and wants to visually trace the service dependency structure. Which tool, available in the CMDB Workspace, is best suited for this type of real-time, visual impact analysis?
Answer
- Unified Map
The Unified Map in CMDB Workspace shows a CI with its upstream and downstream dependencies and flags related records, such as open incidents and recent changes, on each node, so the analyst can trace impact visually. Query Builder builds reports, CMDB 360 shows the multisource data for one CI, and intelligent search finds CIs.
18.Which application workspace centralizes the management of configuration data, includes features like the Unified Map, CMDB 360 view, and acts as the access point for resolving de-duplication tasks and CMDB Health issues?
Answer
- CMDB Workspace
CMDB Workspace brings CMDB management together, with the Unified Map, the CMDB 360 view, de-duplication tasks, CMDB Health, Data Manager and Query Builder. Service Operations Workspace is for agents working incidents and alerts, Service Mapping Workspace is for service maps, and Service Portal is for end users.
19.In the CMDB Query Builder, what is the default relationship level search when linking two CI classes (e.g., Computer to Mass Storage Device) if no modification is made?
Answer
- First level relationships (CIs that are directly connected).
By default, linking two classes in Query Builder finds CIs that are directly related, one level apart. To include indirect relationships through other CIs, you change the relationship's level in its properties.
20.Which specific feature of the CMDB Query Builder is utilized when a query needs to analyze service topology (such-e which servers are running a specific Tomcat WAR) and integrate that topology result with infrastructure attributes?
Answer
- Combination Query (incorporating a Saved Service Mapping Query)
A combination query adds a saved Service Mapping query to a CMDB query, so service topology, such as which servers run a given Tomcat WAR within a service, can be combined with infrastructure attributes. Non-CMDB tables bring in records such as tasks, and simple and hierarchical queries don't include service topology.
21.Which feature of the CMDB Workspace provides a visual, graphical representation of CIs and their relationships, offering contextual information on associated Incidents, Changes, and Problems?
Answer
- Unified Map
The Unified Map shows a CI and its relationships as a graph, with badges and a side panel showing related incidents, changes and problems. Query Builder builds queries, intelligent search finds CIs from plain language, and the CMDB 360 view analyzes multisource data.
22.Which CMDB Workspace feature is utilized to find Configuration Items (CIs) associated with Priority 1 – Critical incidents by connecting a CMDB class with a non-CMDB table?
Answer
- CMDB Query Builder (using Non-CMDB Tables functionality)
Query Builder's non-CMDB tables feature lets one query connect a CMDB class to a table such as Incident, for example to find CIs linked to priority 1 incidents. The Unified Map is a visual view, CMDB 360 Query works with multisource data, and intelligent search hands multi-table queries over to Query Builder.
23.Which statement accurately describes the purpose of using a Combination Query in the CMDB Query Builder?
Answer
- It enables the execution of set operations (such as Intersection, Union, or Exclusion) between the results of two previously saved queries.
A combination query takes two saved queries and combines their results as sets: the CIs in both (intersection), in either (union), or in one but not the other (exclusion). It doesn't merge tables, calculate multisource scores or map services.
24.In a scenario where an administrator needs to create a scheduled report for the Windows Server class, what is the correct and recommended path to define the schedule and recipients for a saved query?
Answer
- From the CMDB Query Builder interface, use the ‘Create Schedule‘ option on the saved query.
Saved Query Builder queries have a Create Schedule option that runs the query on a schedule and emails the results to the recipients you choose. Scheduled jobs with encoded queries can't reproduce Query Builder's relationship queries easily, the Health tab configures health metrics, and exporting a map is a one-off action.
25.In the context of CMDB Query Builder, if an administrator wants to see CIs that are directly or indirectly related to another class, which option in the connection settings (Connection Properties) must be changed to include second-level relationships?
Answer
- Relationship Level
Selecting the connection between two classes in Query Builder shows its connection properties, where the relationship level can be raised from direct relationships to second-level ones that pass through another CI. Relationship types filter which relationships count, and the display options only change the interface or the results.
26.Which statement correctly describes the nature of the CMDB and CSDM Data Foundations Dashboards?
Answer
- They provide fixed, prescriptive metrics that cannot be customized, in contrast to the flexible CMDB Health Dashboard.
The Data Foundations dashboards use fixed, prescriptive metrics that can't be customized, whereas the CMDB Health dashboard can be filtered by classes, CMDB groups and inclusion rules. Scripted audits belong to the Health dashboard's Compliance scorecard, and the Data Foundations dashboards don't need an ITOM Visibility license.
27.What is the primary purpose of the Intelligent Search feature (NLQ) available in the CMDB Workspace?
Answer
- To allow users to search the CMDB using everyday language and continuously improve results based on user behavior.
Intelligent search lets users search the CMDB in plain language, without knowing the data model, and improves its results based on how people use it. Visual relationship maps, duplicate remediation and scheduled reports are other tools.
28.Which two characteristics distinguish the CMDB Data Foundations Dashboards from the CMDB Health Dashboard? (Select 2)
Answers
- CMDB Health Dashboard allows filtering metrics based on CMDB groups, services, and inclusion rules.
- Data Foundations Dashboards metrics are fixed and non-customizable.
The Data Foundations dashboards have fixed metrics that can't be customized, while the CMDB Health dashboard can filter its metrics by CMDB groups, services and inclusion rules. Completeness, correctness and compliance are the Health dashboard's KPIs, and remediation playbook links come from the Data Foundations dashboards.
29.Which benefit does the Unified Map (available via CMDB Workspace) offer compared to the legacy Dependency View map, especially concerning incident triage?
Answer
- It displays node badges and utilizes the contextual side panel to show associated Incidents, Changes, and Problems in real-time.
Compared with the Dependency View, the Unified Map adds node badges and a contextual side panel showing related incidents, changes and problems, which helps with incident triage. It doesn't build queries or calculate audits, and it shows relationships from Discovery as well as Service Mapping.
30.What is the primary benefit of the Unified Map feature, distinguishing it from the traditional Service Mapping view?
Answer
- It allows map nodes to be easily repositioned by the user, unlike the restricted movement in the Service Mapping map.
On the Unified Map you can move nodes wherever you like, which the Service Mapping map doesn't allow, and you can filter the map and change how many levels it shows. It doesn't configure reconciliation rules or calculate health scores.
31.From the CMDB Data Foundations Dashboard, if the “Unique Locations” metric displays less than 100%, what is the most efficient way to obtain a list of duplicate location records?
Answer
- From the CMDB Data Foundations Dashboard, select and open the Duplicate Locations tile and then select Show Records
The quickest way is to drill into the metric on the Data Foundations dashboard, open its tile and choose Show Records, since the dashboard has already found the duplicate locations. Building your own query repeats that work, and certification policies verify CI data rather than list duplicates.
32.From the Get Well Playbook “Technical Service Offerings with Support Group or Change Group Populated”, which is a potential benefit to the business if this metric is properly governed?
Answer
- Simplicity in identifying owners and support groups for configuration items
When technology management offerings have their Support and Change groups populated, those groups are synced to the CIs in their dynamic CI groups. That makes it simple to see who owns and supports each CI, and it routes incidents and changes correctly.
33.Which CSDM Dashboard tab evaluates metrics related to Technical Service Offerings referencing Technical Services and the population of Support/Change Group attributes on the offerings?
Answer
- Walk
The Walk tab of the CSDM Data Foundations dashboard checks technical service offerings, such as whether they reference a technical service and have Support and Change groups. Foundation, Crawl and Run cover other stages of CSDM adoption.
34.In the CMDB Query Builder, when working with a selected node or class on the canvas, two tabs are available to refine the query definition. Which tab is explicitly defined as displaying “additional columns that are added to the Query Results window for the selected node or class“?
Answer
- Properties Tab
In Query Builder, the Properties tab for a selected class lists the extra columns added to the query results for that class. The Applied Filters tab sets conditions on which records are returned.
35.In the Unified Map workspace, users can toggle specific “Layers“ to overlay contextual data on top of the CI topology. Which of the following represents the correct list of Layers available to toggle?
Answer
- Needs Attention, Related Items, Dependency
The Unified Map's layers are Needs Attention, Related Items and Dependency, which overlay issues, related records such as incidents, and dependencies on the map. Incidents, problems and changes appear through the Related Items layer rather than as layers of their own.
36.ServiceNow categorizes CMDB success into three pillars: Ingest, Govern, and Insight. Which of the following tools falls strictly under the Insight pillar?
Answer
- Unified Map
The Unified Map visualizes CIs and their relationships, which makes it an Insight tool. IntegrationHub ETL and Service Mapping bring data into the CMDB, and CI Class Manager is used to govern it.
37.A CMDB Admin is reviewing the CMDB Data Foundations Dashboard and notices that the score for “CIs with Relationships“ is critically low. The admin understands the metric but is unsure of the specific organizational process required to fix the root cause. They click the Remediation Playbook URL associated with the metric. What does this action provide to the admin?
Answer
- It opens a Knowledge Base article/guide explaining “What is this?“, “Why it matters?“, and “How to fix it?“.
Each Data Foundations metric links to a remediation playbook, a guide explaining what the metric means, why it matters and how to fix it. It doesn't launch tools, run scripts or recalculate the score.
38.Which component of the Intelligent Search (NLQ) feature is utilized when a search involves multiple tables (e.g., servers with critical incidents) and the administrator wishes to save or schedule the resulting query?
Answer
- View in Query Builder button
When an intelligent search involves several tables, such as servers with critical incidents, the View in Query Builder button opens the query in Query Builder, where it can be saved and scheduled. The search results themselves can't be saved or scheduled.
39.Which feature of the CMDB Query Builder is utilized when a query is needed to retrieve results from both CMDB CI classes and records from a non-CMDB table, such as Incident or User?
Answer
- Non-CMDB Tables functionality
Query Builder's non-CMDB tables feature lets a query combine CMDB classes with tables such as Incident or User. Combination queries combine CMDB queries with saved Service Mapping queries, and intelligent search is a separate search feature.
40.Which feature of the CMDB Workspace is used to visually construct complex database queries that can connect CMDB CI classes with data from Non-CMDB Tables (such as Incident or User)?
Answer
- CMDB Query Builder
CMDB Query Builder is the visual tool for building queries that can combine CMDB classes with non-CMDB tables such as Incident or User. Intelligent search opens multi-table queries in Query Builder, the Unified Map shows relationships, and the CMDB 360 view covers multisource data.
41.After saving a query in the CMDB Query Builder, an administrator wants to email the results automatically every Monday. Where in the Saved Queries interface can the “Create a schedule“ option be found?
Answer
- By clicking the “Create a schedule“ button on the top right of the saved query page
Once a query is saved in Query Builder, a Create a schedule button appears at the top right of the saved query page, where you set how often it runs and who gets the results by email.
42.The CMDB and CSDM Data Foundations Dashboards provide remediation guidance via Playbooks. Which three types of guidance are consistently available via the Remediation Playbook URLs? (Select 3)
Answers
- Downstream Consequences
- Remediation Plays (Fix or Improve)
- Upstream Causes
Each remediation playbook explains the upstream causes of a low score, its downstream consequences, and remediation plays to fix or improve it. Playbooks don't contain debug logs, transform scripts or certification templates.
43.From the Get Well Playbook “Handle CMDB tables begin with u_cmdb_ci ”, what are upstream causes of having custom tables in the CMDB?
Answers
- No governance process for CMDB customization
- No review process in creation of CI classes
The playbook for custom u_cmdb_ci tables traces them to missing governance: no governance process for CMDB customization and no review before new classes are created. Skilled developers and stakeholder requests aren't the root causes.
44.From the Get Well Playbook “Handle Duplicate CIs in your CMDB“, what are potential benefits to the business if this metric is properly governed?
Answers
- Reduces confusion from duplicate records appearing in the list view
- Enhances binding and CI selection for Incident Management
Governing duplicate CIs reduces the confusion of seeing the same CI twice in lists and makes it easier to select the right CI on incidents. Fewer duplicates speed up incident resolution and improve CI matching for Vulnerability Response, rather than harming them.
45.What is the purpose of the CMDB and CSDM Data Foundations Dashboards in ServiceNow?
Answer
- To display metrics that gauge CMDB data quality
The CMDB and CSDM Data Foundations dashboards show metrics that gauge the quality of CMDB data against foundational best practices. They have nothing to do with access, backups or customer service reports.
46.From the Get Well Playbook “Percent of Incidents referencing a CI” , what are suggested solutions to ensure the configuration item field is populated on an incident form?
Answers
- Configure business rule to auto-populate the field
- Make the Configuration item field mandatory on the incident form once an incident state moves from In progress to Resolved
The playbook suggests a business rule that fills in the configuration item automatically, and making the field mandatory once an incident moves from In progress to Resolved. A reference qualifier only helps users find a CI, and a nightly job can't know which CI an incident concerns.
47.On the CMDB and CSDM Data Foundations Dashboards, which are the correct ranges for the color-coded bar percentages for CIs in compliance for a key foundational metric?
Answer
- Red: Less than 50 percent, Yellow: 50–90 percent, Green: More than 90 percent
On the Data Foundations dashboards, a metric's bar is red below 50 percent, yellow from 50 to 90 percent, and green above 90 percent.
48.From the Get Well Playbook “CMDB Health Dashboard Disabled”, what are potential benefits to the business if the CMDB Health Dashboards are activated and being utilized?(choose two correct answers)
Answers
- Increase the trust in quality of CMDB data for other teams
- Reduces time spent on data validation and maintenance
Using the CMDB Health dashboards cuts the time spent validating and maintaining data and gives other teams reason to trust the CMDB's data. They improve efficiency rather than add custom processes.
49.From the Get Well Playbook “Technical Service Offerings with Support Group or Change Group Populated”, Assignment group was updated in a previous release to what name?
Answer
- Support group
The playbook notes that the Assignment group on technical service offerings was renamed Support group in an earlier release.
50.Assuming business drivers are equal, from the CMDB Data Foundations Dashboard, the “Hardware CIs with Serial Numbers” Result displays 55 percent with a Priority of “3 – Medium High”, and the “CIs with Relationships to Parent and Child” Result displays 20 percent with a Priority of “4 – Medium”. Which metric should action be taken on first?
Answer
- CIs with Relationships to Parent and Child because Result is more important than Priority
When business drivers are equal, start with the metric whose result is furthest from healthy. Twenty percent of CIs with relationships is a bigger gap than 55 percent with serial numbers, so the result outweighs the slightly higher priority.
51.The CMDB Administrator is analyzing the foundational quality of hardware inventory records across the enterprise. Which tab in the CMDB Data Foundations Dashboard provides visibility into the metric “Hardware CIs with Serial Numbers“?
Answer
- Best Practices
Hardware CIs with Serial Numbers is on the Best Practices tab of the CMDB Data Foundations dashboard, which checks that the CMDB is built according to recommended practice.
52.A Data Governance Analyst is reviewing the highly mature CSDM relationships between enterprise applications and data entities. Which tab contains the metric “Information Objects with Business Application relationship“?
Answer
- Fly
Information objects related to business applications belong to the most mature stage of CSDM, so the metric is on the Fly tab of the CSDM Data Foundations dashboard.
53.The Unified Map combines many of the features from which of the following maps? (Choose 2)
Answers
- Application Service
- Dependency View
The Unified Map combines the Dependency View and Application Service maps into one view of CIs and their relationships.
54.From the Get Well Playbook “Refresh Stale CIs in your CMDB”, which is a potential benefit to the business if this metric is properly governed?
Answer
- Leads to accurate data and better decision-making
Keeping stale CIs refreshed means the CMDB reflects reality, which leads to accurate data and better decisions.
55.The Remediation playbook URL provided by the CMDB and CSDM Data Foundations Dashboards provides what for each health metric? (Select 3)
Answers
- Downstream Consequences
- Remediation Plays
- Upstream Causes
Each remediation playbook describes the upstream causes of a problem, its downstream consequences, and remediation plays to fix it. Playbooks don't include client scripts.
56.Which pillar for successful foundational data focuses on reporting and metrics?
Answer
- Insight
The Insight pillar covers reporting and metrics, using tools such as Query Builder, the Unified Map and the Data Foundations dashboards.
57.Which components are displayed on the CMDB and CSDM Data Foundations Dashboards?
Answer
- Foundational Metric Results, Priorities, and Remediation Playbook URLs
The Data Foundations dashboards show each foundational metric's result and priority, with a link to its remediation playbook.
58.Where can a CMDB administrator obtain the CMDB and CSDM Data Foundations Dashboards?
Answer
- ServiceNow Store
The CMDB and CSDM Data Foundations dashboards are installed from the ServiceNow Store.
59.A CMDB Administrator needs to assess the scope of Configuration Items (CIs) that are being properly controlled during ingestion. Under which tab of the CMDB Data Foundations Dashboard can the metric “CIs Processed via the IRE“ be found?
Answer
- Data Management Practices
CIs Processed via the IRE is on the Data Management Practices tab of the CMDB Data Foundations dashboard, which checks how data is brought into and managed in the CMDB.
60.From the Get Well Playbook “Percentage of Dynamic CI Groups with CMDB Group”, which is a potential benefit to the business if this metric is properly governed?
Answer
- Improves successful changes, such as patch management for all servers
When dynamic CI groups are backed by CMDB groups, a change can automatically list all the CIs in the group as affected, which makes changes such as patching every server more successful.
61.Remediation Playbooks that can be used to fix common CMDB and CSDM issues are accessible from which management tool?
Answer
- CMDB and CSDM Data Foundations Dashboards
Remediation playbooks are linked from the metrics on the CMDB and CSDM Data Foundations dashboards.
62.A CMDB Admin is analyzing infrastructure dependencies in the Unified Map inside the CMDB Workspace and wants to temporarily hide all Business and Application layer elements to focus only on technical infrastructure. Which section of the Map filter should be used to achieve this?
Answer
- Layer
The Layer section of the Unified Map filter shows or hides whole layers, such as business and application elements, so you can focus on the infrastructure. The other filters narrow the map by individual attributes.
63.A new Service Desk agent is using the CMDB Workspace and needs to quickly find a specific server that has a Name starting with “PRD-WEB” and a Location of “London Data Center” . The agent is unfamiliar with the standard filter syntax or the Query Builder tool and needs the fastest, most intuitive way to locate the CI record. Which CMDB Workspace tool is designed for rapid, natural language-based retrieval?
Answer
- Intelligent Search (NLQ).
Intelligent search lets the agent type what they're looking for in plain language, without knowing filter syntax or Query Builder. The Unified Map shows relationships, and the CMDB 360 view covers multisource data.
64.A CMDB Admin is reviewing complex service dependencies in the Unified Map within the CMDB Workspace and wants to hide irrelevant nodes and connection lines to focus only on what matters. Which of the following elements can be toggled in the primary filter panel to hide specific nodes or relationships? Choose two.
Answers
- CI type
- Relationship type
The Unified Map filter panel can hide nodes by CI type and connections by relationship type, removing what isn't relevant from the view.
65.To determine the extent to which Configuration Items (CIs) managed collectively under service offerings are properly structured, which tab contains the metric “Dynamic CI Groups with CMDB Group“?
Answer
- Walk
Dynamic CI Groups with CMDB Group checks how CIs are managed collectively under technical service offerings, which is part of the Walk stage, so it's on the Walk tab of the CSDM Data Foundations dashboard.
66.A support engineer wants to quickly find CI information and related records by typing something like: “web servers serving payroll in production” They do not know the CI class names or field names and want the platform to interpret natural language. Which tool from the Gain Insight from CMDB Data module is the best fit?
Answer
- Intelligent Search with natural language query (NLQ)
Intelligent search interprets natural language, so the engineer can type something like web servers serving payroll in production without knowing class or field names. Query Builder needs them to build the query, and the dashboards and map don't search this way.
67.A Change Manager needs to assess the risk of a planned change on the CD-Windows Server. They need a quick, visual overview of the server’s relationships (upstream/downstream) and an instant feed on whether that server currently has any active Incidents or Problems. Which CMDB Workspace visualization tool provides this combined, real-time contextual view?
Answer
- Unified Map.
The Unified Map shows the server's upstream and downstream relationships and flags any active incidents or problems on the map, giving the change manager both views at once.
68.If executing a remediation playbook fix script from Scripts – Background, which process is recommended? (Choose two correct answers)
Answers
- Run the fix script from Scripts – Background and ensure the Record for rollback checkbox is selected
- Run the fix script in a development or test environment
A fix script should first be run in a development or test instance, and when run from Scripts – Background it should have Record for rollback selected so the changes can be undone. UI actions and business rules aren't the way to run one-off fix scripts.
69.To update the CMDB Data Foundations Dashboard health metrics and reports immediately, versus waiting for them to update automatically, which scheduled jobs need to be executed? select two correct answers
Answers
- CMDB Data Foundations PA metric Collection
- CMDB Get Well Metric Collection
Running the CMDB Get Well Metric Collection and CMDB Data Foundations PA Metric Collection jobs updates the CMDB Data Foundations dashboard immediately. The CSDM jobs update the CSDM dashboard.
70.From the CMDB Data Foundations Dashboard, if metric X has a higher Priority than metric Y, what is a good reason to take action on remediating metric Y first?
Answer
- Metric Y has a much higher internal business driver to be remediated than metric X
Priority reflects best practice, but a strong internal business driver can still justify fixing a lower-priority metric first. Having a playbook, a lower result or a particular tab doesn't override priority on its own.
71.A CSDM Governance team is reviewing the maturation of their Service Delivery alignment. Which CSDM Data Foundations Dashboard tab monitors the critical metric “Application Services with ‘Consumes::Consumed By‘ Relationship to Business Application“?
Answer
- Crawl
Application services related to business applications with Consumes::Consumed by is a Crawl metric on the CSDM Data Foundations dashboard, since it's part of the first stage of CSDM adoption.
72.The Unified Map is accessible from which application?
Answer
- CMDB Workspace
The Unified Map is opened from CMDB Workspace.
73.Intelligent Search uses which of the following languages?
Answer
- NLQ
Intelligent search uses natural language queries (NLQ), so users type questions in plain language rather than writing SQL or JSON.
74.You are building a query in the CMDB Query Builder. You have selected a “Server” class node on the canvas. You want the final report to include the “Serial Number” and “Asset Tag” columns, but you do not want to filter the results by these values. Which tab on the canvas must you use to add these fields to the output?
Answer
- Properties Tab
The Properties tab adds columns, such as Serial Number and Asset Tag, to the query results for the selected class without filtering on them. Applied Filters is where conditions go, and Connection Properties apply to relationships.
75.Which ServiceNow feature is a built-in visualization and reporting tool that helps organizations assess and improve their implementation of the Common Service Data Model (CSDM) based on ServiceNow suggested good practices?
Answer
- CSDM Data Foundations Dashboard
The CSDM Data Foundations dashboard measures how well the CMDB follows ServiceNow's recommended CSDM practices and links to playbooks for improving each metric. The CMDB Health dashboard scores CI data quality rather than CSDM alignment.
76.Which ServiceNow management tool would you use to find data centers not connected to any configuration item?
Answer
- CMDB Query Builder
Finding data centers with no connected CIs is a query about missing relationships, which is what CMDB Query Builder is for. The Unified Map visualizes one CI's relationships, and the other tools don't search the CMDB this way.
77.Which tabs are part of the CMDB Data Foundations Dashboard?
Answers
- Best Practices
- ITSM Processes
- Customizations
- Data Management Practices
The CMDB Data Foundations dashboard has tabs for Best Practices, ITSM Processes, Customizations and Data Management Practices. Foundation and Fly are tabs of the CSDM Data Foundations dashboard.
78.A CMDB Administrator wants to run the Services Have Owners Identified playbook to remediate the issues shown in the CMDB Data Foundations Dashboard. Which remediation plays would be used? (Choose 2)
Answers
- Analyze Data
- Fix Data
The Services Have Owners Identified playbook uses its Analyze Data play to find services without owners and its Fix Data play to assign them.
79.A CMDB Administrator is comparing the Unified Map to the Service Mapping map. What are additional capabilities of the Unified Map? (Choose 2)
Answers
- Map nodes can be filtered based on user preferences
- Switch between Unified vertical and Unified force layouts
On the Unified Map you can filter nodes to suit your needs and switch between the unified vertical and unified force layouts, neither of which the Service Mapping map offers.
80.A CMDB Administrator wants to create a CMDB query to find all databases located in Seattle that are connected to application services. They also want to include incidents related to those databases. Which actions should be taken to build this query? (Choose 2)
Answers
- Add to the canvas the Incident table from the Non-CMDB Tables list
- Add a filter to the Database node for Location = Seattle
Filter the Database node on Location = Seattle and add the Incident table from the non-CMDB tables list, connected to the databases. Extra columns and relationship levels don't change which records are found.
81.Where can an administrator perform Natural Language Queries (NLQ)?
Answer
- CMDB Workspace
Natural language queries are run through intelligent search in CMDB Workspace.
82.A CMDB Administrator wants to improve data quality related to the CSDM. Which action should the Administrator take to meet this goal?
Answer
- Use the CSDM Data Foundations Dashboard
The CSDM Data Foundations dashboard measures how well the CMDB follows CSDM and links to playbooks to improve each metric. The CMDB Health dashboard covers general CI data quality instead.
83.A CMDB Administrator is implementing Vulnerability Response or Security Incident Response and needs to ensure customers have enough context to estimate risk and set task priorities. Which Get Well Playbook from the CSDM Data Foundations Dashboard helps with this?
Answer
- Application Services with Business Application Relationships
Relating application services to their business applications gives Vulnerability Response and Security Incident Response the business context they need to estimate risk and set priorities, so that's the playbook to use.
84.A CMDB Administrator is reviewing the health of the CMDB and notices a large percentage of the Hardware CIs are missing serial numbers. The Administrator is concerned this may cause duplicate CIs and would like to resolve the issue in a timely manner. What structured guidelines provided by ServiceNow are available to troubleshoot and resolve the issue?
Answer
- CMDB Data Foundations Dashboard Playbooks
The CMDB Data Foundations dashboard's playbooks give structured guidance for problems such as hardware CIs missing serial numbers, which also lead to duplicates.
85.A Service Owner needs to view related items, such as Active Incidents and Planned Changes, directly on the home node of the Unified Map. Which work area would allow the Service Owner to meet this goal?
Answer
- Contextual side panel
The Unified Map's contextual side panel shows related items for the selected node, such as active incidents and planned changes.
86.A Configuration Manager working in the CMDB Workspace wants to see how CIs are connected to each other. Which tool can be used?
Answer
- Unified Map
The Unified Map in CMDB Workspace shows how CIs are connected to each other.
87.A CMDB team has noticed that some hardware CIs are missing the serial number information, making it difficult to maintain data accuracy. The team needs a structured approach to identify and address these gaps. Which accomplishes this task?
Answer
- CMDB Data Foundation Playbook
The CMDB Data Foundations dashboard's playbooks give a structured approach to gaps such as hardware CIs missing serial numbers, explaining causes, impact and how to fix them.
88.A Configuration Manager is implementing end to end service modeling and wants to get help on status and playbooks for improving the quality. What does the Configuration Manager reference to obtain guidance?
Answer
- CSDM Data Foundation Dashboard
The CSDM Data Foundations dashboard shows the status of end-to-end service modeling against CSDM and links to playbooks for improving each metric.
89.A Configuration Manager responsible for a specific region wants to use the CMDB Health Dashboard to improve the data quality of the CMDB for that region. The Configuration Manager only sees the overall score and grouped by CI Class. How can the Configuration Manager get a score for regionally relevant CIs?
Answer
- Create CMDB groups with type, health, by region
Create CMDB groups of type Health, one per region, and the CMDB Health dashboard can then show scores for each region's CIs.
90.A CMDB Administrator wants to educate the team on the various actions that can be performed within the CMDB Workspace. What actions can be initiated from the CMDB Workspace?(Choose 2)
Answers
- Create a CMDB Data Manager certification policy
- Remediate duplicate CI records
From CMDB Workspace you can create Data Manager policies, such as certification policies, and remediate duplicate CIs. Discovery runs and new classes are handled in Discovery and CI Class Manager.
91.How does a CMDB Administrator use the ServiceNow Platform to ensure the data quality associated with CIs in the CMDB?
Answer
- CMDB Workspace
CMDB Workspace brings together the tools for keeping CI data quality high, such as CMDB Health, de-duplication and Data Manager. There's no standard data quality job or business rule for this.
92.A CMDB Administrator is asked to create a query using the CMDB Query Builder that displays all operational CIs belonging to a specific application service. Which steps provide the desired outcome?
Answer
- Add the Application Service and Configuration Item classes to the canvas. Configure the relationship between the classes. Define a filter for the application service name and the operational status of the configuration items. Run the query.
Add the Application Service and Configuration Item classes, connect them, then filter on the application service's name and the CIs' operational status before running the query. Adding the fields only as columns doesn't filter anything, and the business application isn't needed.
93.An organization is using CMDB Query Builder to find all application services with a database that has incidents and all infrastructure in those application services. Which steps does the organization take to build this query?(Choose 2)
Answers
- Use a Service Mapping Query to find all incidents related to the database
- Use a CMDB Query to include application services and their related infrastructure
The query combines a CMDB query, which finds the application services and their related infrastructure, with a Service Mapping query that narrows them to the services whose database has incidents.
94.A CMDB Administrator wants to leverage the CMDB Data Foundations Dashboard. What are benefits of using this application?(Choose 2)
Answers
- Provides playbooks to assist in the remediation of potential risks
- Checks that important data is valid and properly configured
The CMDB Data Foundations dashboard checks that important data is valid and properly configured, and links each metric to a playbook for fixing it. Its metrics are fixed and it doesn't fix data itself.
95.A CMDB Administrator uses the CMDB Data Foundations Dashboard to gain insights into the CMDB. The results display low scores for several metrics. Which actions can the CMDB Administrator take to improve the CMDB Health? (Choose 2)
Answers
- Use the Remediation Playbooks linked beside each metric
- Focus on metric(s) with Critical and High priorities
Use the remediation playbooks linked beside each metric, and focus first on metrics with critical and high priorities. Removing CIs or excluding data only hides the problem.
96.A CSDM Data Manager needs metrics on the alignment of product models, locations, and business units with best practices. Which tab in the CSDM Data Foundations Dashboard provides this information?
Answer
- Foundation
The Foundation tab of the CSDM Data Foundations dashboard covers reference data such as product models, locations and business units.
97.A CMDB Administrator wants to use the CMDB and CSDM Data Foundations Dashboard. Where can the Administrator obtain the dashboard?
Answer
- It is a free application on the ServiceNow Store.
The CMDB and CSDM Data Foundations dashboards are a free application on the ServiceNow Store.
98.A CMDB Administrator knows that the CMDB Data Foundation Dashboard is a resource to monitor and improve data quality. What is a benefit of this dashboard?
Answer
- Provides key health-related metrics to make decisions
The CMDB Data Foundations dashboard provides key health metrics to base decisions on. Its metrics are fixed rather than configurable, and policy tasks are handled in Data Manager.
99.A CSDM Data Manager needs metrics on the alignment of Technology Management Services (Technical Services) and Technology Management Offerings (Technical Service Offerings) with best practices. Which tab in the CSDM Data Foundation Dashboard provides this information?
Answer
- Walk
Technology management services and offerings are measured on the Walk tab of the CSDM Data Foundations dashboard.
100.A Service Desk Manager wants to leverage the Unified Map to find active incidents or problems for a selected CI. Which panel will give the manager visibility and details?
Answer
- Related items
The Related items panel on the Unified Map shows the active incidents and problems for the selected CI.
101.A CMDB Administrator needs insights into how their CMDB is configured according to ServiceNow recommended practice. Which should be used?
Answer
- CMDB Data Foundation Dashboard
The CMDB Data Foundations dashboard shows how the CMDB is configured against ServiceNow recommended practice.
102.A Configuration Manager wants to use the Unified Map. Where would it be accessed?
Answer
- CMDB Workspace
The Unified Map is opened from CMDB Workspace.
103.A Windows administration team wants a grouping of CIs using CMDB groups. Which methods can be used?(Choose 2)
Answers
- Encoded queries
- Saved queries
CMDB groups can be built from encoded queries and from saved Query Builder queries.
104.A CMDB Administrator has a report in ServiceNow that lists all CMDB Services that do not have an owner and wants to use a ServiceNow Playbook. What Governance process play can prevent this from recurring?
Answer
- Make the field Owned by mandatory
Making the Owned by field mandatory on services is the governance play that stops services from being created without an owner.
105.A CMDB Administrator is implementing a Vulnerability Response or Security Incident Response and needs to ensure customers have enough context to estimate risk and set task priorities. Which Get Well Playbook from the CSDM Data Foundations Dashboard helps with this?
Answer
- Application Services with Business Application Relationships
Relating application services to business applications gives Vulnerability Response and Security Incident Response the business context to estimate risk and set priorities.
106.A service owner is using Unified Map to understand the composition of a service but wants to filter out irrelevant information Which options are available to the service owner from the filter panel?(Choose 2)
Answers
- CI type
- Business criticality
The Unified Map's filter panel can narrow the map by CI type and by business criticality.
107.A CMDB Administrator utilizing the CMDB Data Foundations Dashboard sees an issue and wants to run a playbook. Which types of documentation can they expect to be provided in a playbook?(Choose 2)
Answers
- Problem Analysis
- Problem Overview
A playbook gives an overview of the problem and an analysis of it, including its causes and impact, along with how to fix it. It doesn't remediate anything automatically.
108.A CMDB Administrator is evaluating whether to monitor the metrics provided on the CMDB Data Foundation Dashboard. Which benefits support the decision to continually monitor the results on this dashboard?(Choose 2)
Answers
- Provides metrics on active CIs updated in the last 90 days.
- Provides metrics for CIs Processed by the IRE.
The CMDB Data Foundations dashboard includes metrics such as active CIs updated in the last 90 days and CIs processed by the IRE. Orphan counts and failed audits come from the CMDB Health dashboard.
109.A CMDB Administrator has taken over management of a ServiceNow instance and has determined there are multiple deficiencies in the CMDB. During review of the CMDB Data Foundations Dashboard, the Administrator sees that ServiceNow offers Remediation Playbooks. How can Playbooks assist the Administrator in resolving these issues?
Answer
- Playbooks can help analyze and fix issues.
Playbooks guide the administrator in analyzing and fixing CMDB issues. They aren't installed and don't fix or track issues automatically.
110.A CMDB Administrator is comparing the Unified Map to the Service Mapping map. What are additional capabilities of the Unified Map?(Choose 2)
Answers
- Number of levels displayed on a map can be modified
- Map nodes can be filtered based on user preferences
On the Unified Map you can change how many levels are displayed and filter nodes to suit your needs, which the Service Mapping map doesn't allow.
111.A CMDB Administrator is considering whether to start using the playbooks provided on the CMDB Data Foundation Dashboard. What are the benefits to support the decision to leverage this feature?(Choose 2)
Answers
- Offers insight into the downstream impacts of poorly performing metrics
- Offers remediation options to address and improve poorly performing metrics
Playbooks explain the downstream impact of a poorly performing metric and give remediation options to improve it. They don't contain automated scripts or templates.
112.A CMDB Administrator wants to create a CMDB query to find all databases located in Seattle that are connected to application services. They also want to include incidents related to those databases. Which actions does the company take to build this query?(Choose 2)
Answers
- Add a filter to the database node for location = Seattle.
- Add to the canvas the Incident table from the Non-CMDB Tables list.
Filter the database node on location = Seattle and add the Incident table from the non-CMDB tables list. Property columns and relationship levels don't change which records are found.
113.The Configuration Manager is preparing the justification to utilize the CMDB Data Foundations Dashboard. Which benefits align with the usage of this dashboard? (Choose 2)
Answers
- It provides actionable insights to improve data quality and completeness.
- It enables monitoring and tracking of CMDB health over time.
The Data Foundations dashboard gives actionable insight for improving data quality and completeness, and tracks CMDB health over time. It doesn't approve changes or remove duplicates itself.
114.A CMDB Administrator wants to run the Services Have Owners Identified playbook to remediate the issues shown in the CMDB Data Foundations Dashboard. Which remediation plays would be used?(Choose 2)
Answers
- Govern Data
- Fix Data
The Services Have Owners Identified playbook uses the Fix Data play to assign owners to services, and the Govern Data play to keep services from being created without them.