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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Request Fulfillment & Service Catalog | 15% | - Service catalog design, items, and categories - Catalog variables, order guides, and workflows - Request lifecycle, approval, and fulfillment processes - Service level agreements for requests |
| Topic 2: Integrations & Advanced Features | 10% | - Service Portfolio Management - Service Operations Workspace configuration - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications |
| Topic 3: Change Management | 20% | - Change types: Standard, Normal, Emergency - Change scheduling, risk assessment, and implementation - Change success measurement and reporting - Change models, approval workflows, and policies |
| Topic 4: Incident Management | 30% | - Assignment rules, escalation, and notifications - Incident lifecycle and process flow - Integration with CMDB and other ITSM modules - Configuration of incident properties, fields, and states |
| Topic 5: Problem Management | 20% | - Problem resolution and closure processes - Problem lifecycle, identification, and investigation - Known error and workaround management - Root cause analysis and documentation |
| Topic 6: Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships |
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NEW QUESTION # 179
_______________ is primarily focused on the details needed to manage and operate hardware and software.
_______________ is primary focused on the financial aspects of hardware and software.
Answer: B
Explanation:
Explanation
Asset Management
Asset Management, monitors and maintains things of financial value to an entity or group. It may apply to both tangible assets such as buildings, computers, hardware or software and to intangible concepts such as intellectual property and goodwill.
Something that has intrinsic value to a person or an enterprise.
Configuration Management
The Process responsible for maintaining information about Configuration Items required to deliver an IT Service, including their Relationships. This information is managed throughout the Lifecycle of the CI. Configuration Management is part of an overall Service Asset and Configuration Management Process.
Entity or thing that you with to track that is required for the delivery of a service.
CIs are the objects or things we care about.
CIs have attributes that describe the objects.
NEW QUESTION # 180
Which of these are considered configuration base items? (Choose three.)
Answer: B,C,D
Explanation:
Explanation/Reference:
NEW QUESTION # 181
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: A
NEW QUESTION # 182
Your customer is a data center. They have a construction department that builds out spaces for new customers. The customer account representatives are responsible for initiating the construction requests. The guidelines are extensive for how to complete the construction request documentation.
Your customer wants the catalog to contain two items:
1. Construction request
2. Getting Started with Construction Requests
The Getting Started Item should contain a link to a Knowledge Article.
What type of item would you use to satisfy the requirement for the Getting Started Item?
Answer: E
NEW QUESTION # 183
If a change model has Write roles AND Can write defined, which users have the ability to modify the change model record? Choose 2 answers
Answer: A,D
Explanation:
The correct selection is B, E because B. Users with admin role; E. Users that have the Write role(s) AND match the Can write user criteria. 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. User Criteria are the standard audience mechanism for catalog and model access. They evaluate users, groups, roles, companies, locations, departments, and related attributes so visibility can be governed declaratively instead of through custom client logic. The remaining choices are not the best fit. A. Users with the itil_admin role; C. Users that have the Write role(s) OR that match the Can write user criteria; D. Users with sn_change_write role. 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 # 184
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