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| Section | Objectives |
|---|---|
| Topic 1: Request Fulfillment and Service Catalog | - Catalog items and workflows - Request lifecycle management |
| Topic 2: Change Management | - Change types and workflows - Approval and risk management |
| Topic 3: ITSM Foundation and Platform Concepts | - ITSM application overview - ServiceNow platform architecture and navigation |
| Topic 4: Knowledge Management | - Publishing and lifecycle processes - Knowledge article creation and governance |
| Topic 5: CMDB and Service Mapping Concepts | - CMDB structure and relationships - Service dependencies overview |
| Topic 6: ITSM Reporting and Performance | - Metrics and KPI tracking - Basic reporting and dashboards |
| Topic 7: Problem Management | - Problem identification and root cause analysis - Known errors and workarounds |
| Topic 8: Incident Management | - Incident lifecycle and configuration - SLAs, assignments, and escalation |
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NEW QUESTION # 105
It is recommended to use "Changes to" instead of "Is" in notification conditions.
Answer: A
NEW QUESTION # 106
When using the Email CIient, what is the difference between an Email Template and a Quick Message?
Answer: D
NEW QUESTION # 107
Which of the following are valid values in the "Action Type" field of the Inbound Email Action? (Choose two.)
Answer: A,D
Explanation:
Explanation
There are 2 choices in Action Type field: Record Action and Reply Email.
NEW QUESTION # 108
By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?
Answer: A
NEW QUESTION # 109
Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.
What Now Create assets do you recommend they review, to prepare? (Choose two.)
Answer: B,C
Explanation:
Answer A, B aligns with the baseline ServiceNow implementation: A. Service Catalog and Request Mgmt - Workshop Preparation Guide; B. Service Catalog and Request Mgmt - Process Guide. 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. 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. C. IT Service Management - Typical Challenges and Remediation; D. ITSM - Business Outcomes and Corresponding KPIs. 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 # 110
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