QUESTION: 5

What action does the Identification and Reconciliation module perform to reduce duplicates in the CMDB?

Merges duplicate records automatically
Uses identification rules to uniquely identify CIs
Validates data sources to ensure accuracy
Assigns unique identifiers to each CI

Answer(s): B

Explanation:

The Identification and Reconciliation (I&R) module uses identification rules to uniquely identify CIs. These rules help the system determine if a CI discovered or imported from a data source already exists in the CMDB or if it's a new CI.
Here's how it works:
Identification Rules: These rules define criteria for matching CIs based on their attributes (e.g., serial number, MAC address, hostname).
Matching and Reconciliation: When new data comes in, the I&R engine applies the rules to find potential matches. If a match is found, the system can either update the existing CI with new information or flag it as a potential duplicate for review.
Why not the other options?
A: While the I&R engine can facilitate merging duplicates, it doesn't automatically merge them without human review and approval.
C: Data source validation is important, but it's not the primary function of the I&R engine in duplicate reduction.
D: Assigning unique identifiers is a function of the CMDB itself, not specifically the I&R engine.

Reference:

ServiceNow Identification and Reconciliation documentation

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QUESTION: 6

Which methods can be used to populate the CMDB with data from third-party sources?
Choose 2 answers

Identification and Reconciliation Engine (IRE)
Discovery
IntegrationHub ETL
Service Graph Connectors
Service Mapping

Answer(s): C,D

Explanation:

The two primary methods for populating the CMDB with data from third-party sources are:
C: IntegrationHub ETL: IntegrationHub ETL (Extract, Transform, Load) allows you to connect to various data sources, extract data, transform it to match the CMDB structure, and load it into the

CMDB. This is a very flexible and powerful tool for integrating with a wide range of third-party systems.
D: Service Graph Connectors: Service Graph Connectors are pre-built integrations that connect ServiceNow to specific third-party applications and services. They provide a streamlined way to import data from these sources into the CMDB.
Why not the other options?
A: The I&R engine primarily focuses on identifying and reconciling CIs, not on the initial population of data from external sources.
B: Discovery is used to automatically discover and populate information about devices and applications within your own network, not primarily from third-party sources.
E: Service Mapping focuses on discovering and mapping the relationships between applications and infrastructure components, not on importing data from external sources.

Reference:

ServiceNow IntegrationHub ETL documentation, ServiceNow Service Graph Connectors documentation

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QUESTION: 7

What are the primary capabilities of Service Mapping in ServiceNow? Choose 2 answers

Create a service-centric Configuration Management Database (CMDB)
Enhance cybersecurity measures across systems
Automate routine IT infrastructure updates
Oversee software licensing for various platforms
Establish links between IT infrastructure components and application services

Answer(s): A,E

Explanation:

Service Mapping in ServiceNow has two primary capabilities:

A . Create a service-centric Configuration Management Database (CMDB): Service Mapping helps shift the focus of the CMDB from individual components to a service-centric view. It achieves this by mapping the relationships between infrastructure components and the services they support, providing a clear understanding of how IT supports business services.

E . Establish links between IT infrastructure components and application services: This is the core function of Service Mapping. It automatically discovers and maps the dependencies between applications, infrastructure (servers, databases, network devices), and the services they deliver. This creates a visual representation of the IT landscape and how it supports business services.
Why not the other options?

B: While Service Mapping can indirectly contribute to cybersecurity by providing visibility into the IT environment, enhancing cybersecurity measures is not its primary function.
C: Automating routine IT infrastructure updates is typically handled by other ServiceNow capabilities like Orchestration, not Service Mapping.
D: Software licensing management is usually handled by Software Asset Management tools, not Service Mapping.

Reference:

ServiceNow Service Mapping documentation

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QUESTION: 8

What does a ServiceNow governance framework typically define? Choose 3 answers

How decisions are made
What decisions need to be made
Who is involved in decision-making
Recurring schedules for governance meetings
How work gets done on the platform

Answer(s): A,B,C

Explanation:

A ServiceNow governance framework provides structure and guidance for managing the platform and its applications. It typically defines:

A . How decisions are made: The framework outlines the processes for making decisions related to the platform, such as changes to configurations, new application development, and platform upgrades. This might include approval processes, escalation procedures, and communication protocols.
B .
What decisions need to be made: The framework identifies the types of decisions that require governance oversight. This might include decisions about platform strategy, architecture, security, data management, and integration with other systems.
C .
Who is involved in decision-making: The framework establishes roles and responsibilities for different stakeholders in the governance process. This might include defining a governance board, steering committees, and individual roles with specific decision-making authority.
Why not the other options?

D: While recurring schedules for governance meetings are important, they are not a defining element of the governance framework itself. The framework focuses on the overall structure and processes for decision-making.
E: How work gets done on the platform is more related to process definitions and workflows within specific applications, not the overarching governance framework.

Reference:

ServiceNow Governance, Risk, and Compliance documentation, ITIL 4 framework

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