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| Section | Objectives |
|---|---|
| ITSM Foundation and Platform Concepts | - ITSM application overview - ServiceNow platform architecture and navigation |
| Problem Management | - Problem identification and root cause analysis - Known errors and workarounds |
| Change Management | - Change types and workflows - Approval and risk management |
| CMDB and Service Mapping Concepts | - CMDB structure and relationships - Service dependencies overview |
| Incident Management | - SLAs, assignments, and escalation - Incident lifecycle and configuration |
| ITSM Reporting and Performance | - Metrics and KPI tracking - Basic reporting and dashboards |
| Knowledge Management | - Knowledge article creation and governance - Publishing and lifecycle processes |
| Request Fulfillment and Service Catalog | - Request lifecycle management - Catalog items and workflows |
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NEW QUESTION # 197
What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting? (Choose two.)
Answer: B,C
Explanation:
The implementation requirement maps directly to A. % Successful Changes; C. % Unauthorized Changes; therefore A, C is correct. 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. 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. B. Count of Completed Changes per Month, by Change Type; D. Count of Completed Changes per Month, by Category. 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 # 198
Which one of the following incident reports might help managers predict staffing levels required?
Answer: C
NEW QUESTION # 199
What happens when "Communicate Workaround" is clicked in problem form?
Answer: D
Explanation:
Explanation
This behavior has changed in New York release and now the workaround is copied to all linked incidents, not only those with state equals to On Hold.
NEW QUESTION # 200
An environment has two Apex Triggers: an after-update trigger on Account and an after-update trigger on Contact. The Account after-update trigger fires whenever an Account's address is updated, and it updates every associated Contact with that address. The Contact after-update trigger fires on every edit, and it updates every Campaign Member record related to the Contact with the Contact's state.
Consider the following: A mass update of 200 Account records' addresses, where each Account has 50 Contacts. Each Contact has 1 Campaign Member. This means there are 10,000 Contact records across the Accounts and 10,000 Campaign Member records across the contacts.
What will happen when the mass update occurs?
Answer: A
NEW QUESTION # 201
Your customer has an external system, which is used to perform changes. Your customer wants to capture these changes in your instance for reporting and CMDB maintenance purposes. What baseline Change Model supports this scenario?
Answer: C
Explanation:
The implementation requirement maps directly to D. Change Registration; therefore D is correct. 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. The Change Registration model is intended to register changes performed outside the ServiceNow-controlled implementation lifecycle. It captures the change for reporting, governance, and CMDB traceability without pretending ServiceNow executed the external activity. The remaining choices are not the best fit. A. Automated Changes; B. CIoud Infrastructure; C. Unauthorized Changes. 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 # 202
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