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| Section | Objectives |
|---|---|
| Topic 1: CMDB and Service Mapping Concepts | - Service dependencies overview - CMDB structure and relationships |
| Topic 2: Change Management | - Change types and workflows - Approval and risk management |
| Topic 3: Problem Management | - Problem identification and root cause analysis - Known errors and workarounds |
| Topic 4: Request Fulfillment and Service Catalog | - Catalog items and workflows - Request lifecycle management |
| Topic 5: ITSM Reporting and Performance | - Basic reporting and dashboards - Metrics and KPI tracking |
| Topic 6: ITSM Foundation and Platform Concepts | - ServiceNow platform architecture and navigation - ITSM application overview |
| Topic 7: Incident Management | - SLAs, assignments, and escalation - Incident lifecycle and configuration |
| Topic 8: Knowledge Management | - Publishing and lifecycle processes - Knowledge article creation and governance |
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NEW QUESTION # 35
An Apex trigger creates an Order__c record every time an Opportunity is won by a Sales Rep. Recently the trigger is creating two orders.
What is the optimal method for a developer to troubleshoot this?
Answer: C
NEW QUESTION # 36
Which script include should be modified in order to impose limits when moving a problem task from one state to another?
Answer: B
NEW QUESTION # 37
Which of the following is NOT a consideration when determining the need for multiple service catalogs?
Answer: C
NEW QUESTION # 38
What are key relationships between Change and Release Management? (Choose three.)
Answer: B,C,D
Explanation:
B, C, E is the correct answer. The decisive ServiceNow behavior in this scenario is represented by B. Change includes planning and approvals; Release includes building, testing and execution of changes; C. A Release can contain one or more Changes; E. Change management provides governance, which includes Release management. Change Management uses models, model states, state-transition conditions, flows, approval policies, risk controls, conflict detection, change tasks, CI relationships, and access criteria to implement controlled change lifecycles. The model defines the fit-for-purpose process while supporting automation without requiring direct modification of protected baseline logic. A Release can contain one or more Changes.
Change Management supplies governance, risk evaluation, and authorization, while Release Management coordinates building, testing, packaging, and execution. Release Management is complementary to Change Management rather than a prerequisite for using it. The remaining choices are not the best fit. A. Release management application is required, to use the Change management application; D. A Change can contain one or more Releases. Those alternatives represent different configuration layers or operational purposes and do not satisfy the requirement as directly as the selected answer. For implementation work, favor the baseline property, role, policy, model, record type, or automation mechanism before introducing custom scripts. That approach preserves upgrade compatibility, keeps process ownership explicit, and matches the configuration patterns emphasized throughout the CIS-ITSM curriculum. Study Guide Topics: Change Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 39
A company has code to update a Request and Request Lines and make a callout to their external ERP system's REST endpoint with the updated records.
The CalloutUtil.makeRestCallout fails with a "You have uncommitted work pending. Please commit or rollback before calling out" error.
What should be done to address the problem?
Answer: D
NEW QUESTION # 40
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