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| Section | Objectives |
|---|---|
| Topic 1: Problem Management | - Problem identification and root cause analysis - Known errors and workarounds |
| Topic 2: ITSM Foundation and Platform Concepts | - ServiceNow platform architecture and navigation - ITSM application overview |
| Topic 3: Request Fulfillment and Service Catalog | - Catalog items and workflows - Request lifecycle management |
| Topic 4: Change Management | - Approval and risk management - Change types and workflows |
| Topic 5: Incident Management | - SLAs, assignments, and escalation - Incident lifecycle and configuration |
| Topic 6: ITSM Reporting and Performance | - Metrics and KPI tracking - Basic reporting and dashboards |
| Topic 7: Knowledge Management | - Publishing and lifecycle processes - Knowledge article creation and governance |
| Topic 8: CMDB and Service Mapping Concepts | - Service dependencies overview - CMDB structure and relationships |
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NEW QUESTION # 108
What is the relationship between User table and Role table?
Answer: B
Explanation:
One user can have many roles and a role can be assigned to many users.
NEW QUESTION # 109
Universal Containers wants to allow its customers to submit support requests across multiple channels.
In which two ways can this be accomplished with Salesforce? (Choose two.)
Answer: A,B
NEW QUESTION # 110
It is recommended to use "Changes to" instead of "Is" in notification conditions.
Answer: A
NEW QUESTION # 111
In release management what controls the movement of the state from Scoping to Awaiting Approval?
Answer: C
NEW QUESTION # 112
Your Problem Manager has a structured problem management process, which includes a final review of the solution implemented and of the data regarding incident reduction. When a problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee.
What feature would you use to meet this requirement?
Answer: D
Explanation:
The correct selection is E because E. Flow Designer. Incident Management is designed to restore normal service operation as quickly as practical while maintaining accurate routing, communication, categorization, and lifecycle data. Baseline configuration relies heavily on the Incident table, Incident Properties, assignment logic, views, inbound email processing, roles, and integrations with Knowledge, Problem, Change, and the CMDB. The key exam technique is to identify the object that directly controls the requested behavior, rather than selecting a nearby administrative feature that only reports on, displays, or indirectly influences the process. The remaining choices are not the best fit. A. State Model; B. Workflow Dashboard; C. Action Modeler. 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: Incident Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 113
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