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| Section | Objectives |
|---|---|
| Request Fulfillment and Service Catalog | - Catalog items and workflows - Request lifecycle management |
| Problem Management | - Known errors and workarounds - Problem identification and root cause analysis |
| ITSM Reporting and Performance | - Basic reporting and dashboards - Metrics and KPI tracking |
| Change Management | - Approval and risk management - Change types and workflows |
| Incident Management | - SLAs, assignments, and escalation - Incident lifecycle and configuration |
| ITSM Foundation and Platform Concepts | - ServiceNow platform architecture and navigation - ITSM application overview |
| Knowledge Management | - Publishing and lifecycle processes - Knowledge article creation and governance |
| CMDB and Service Mapping Concepts | - CMDB structure and relationships - Service dependencies overview |
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NEW QUESTION # 81
Which of the following are available Topic Blocks for ITSM Virtual Agent? Select 3 Answers from the below options
Answer: A,D,E
NEW QUESTION # 82
Which of these can be defined using step based fulfillment in Catalog Builder? Choose 2 answers
Answer: A,C
Explanation:
The correct selection is A, D because A. Approvals; D. Tasks. Service Catalog and Request Management separate catalog design from request fulfillment. Catalog Items, Record Producers, Content Items, Order Guides, variables, user criteria, roles, Catalog Builder, flows, approvals, requested items, and catalog tasks each have a distinct purpose. Correct design keeps the user experience simple while reusing variables and fulfillment logic wherever possible. Step-based fulfillment in Catalog Builder lets an author define the fulfillment sequence without building a custom flow from scratch. Core steps include approvals and fulfillment tasks; these represent the governance decision and the work required to deliver the item. The remaining choices are not the best fit. B. Subflow triggers; C. Notifications; E. Payment processing. 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: Service Catalog and Request Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 83
Which of the following roles can delete cart layout?
Answer: D
Explanation:
Explanation
Nobody can delete cart layout.
NEW QUESTION # 84
Best Practices for using service catalog categories include _____________.
Answer: C
Explanation:
NEW QUESTION # 85
In the baseline platform configuration, a Configuration Item must be specified before Approvals are requested for a Change Request.
Answer: A
Explanation:
Explanation
From dev instance - "Assignment Group" is required to request approval on a Change. Approvals go to Assignment Group and CAB.
NEW QUESTION # 86
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