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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Management | 20% | - Known error and workaround management - Problem lifecycle, identification, and investigation - Root cause analysis and documentation - Problem resolution and closure processes |
| Topic 2: Incident Management | 30% | - Configuration of incident properties, fields, and states - Assignment rules, escalation, and notifications - Integration with CMDB and other ITSM modules - Incident lifecycle and process flow |
| Topic 3: Request Fulfillment & Service Catalog | 15% | - Service catalog design, items, and categories - Service level agreements for requests - Request lifecycle, approval, and fulfillment processes - Catalog variables, order guides, and workflows |
| Topic 4: Configuration Management Database (CMDB) | 5% | - CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes |
| Topic 5: Integrations & Advanced Features | 10% | - Integration between ITSM applications - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting - Service Operations Workspace configuration |
| Topic 6: Change Management | 20% | - Change success measurement and reporting - Change types: Standard, Normal, Emergency - Change models, approval workflows, and policies - Change scheduling, risk assessment, and implementation |
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NEW QUESTION # 110
Which catalog properly allows users to save partially-completed requests to complete and submit at a later time?
Answer: C
Explanation:
https://docs.servicenow.com/en-US/bundle/utah-servicenow-platform/page/product/service-catalog- management/concept/catalog-items-wishlist.html
NEW QUESTION # 111
Which of the following can the end user see in the related search result?
Answer: E
Explanation:
Related resolved & open incidents and resolved & open problems don't appear to end users. End users can only see related knowledge articles and catalog items.
NEW QUESTION # 112
What is the name of namespace of the Service Catalog API?
Answer: A
NEW QUESTION # 113
Can a group have a parent group?
Answer: B
NEW QUESTION # 114
What optional Incident table is extended from the Task table?
Answer: A
NEW QUESTION # 115
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