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| Section | Objectives |
|---|---|
| ITSM Reporting and Performance | - Basic reporting and dashboards - Metrics and KPI tracking |
| CMDB and Service Mapping Concepts | - CMDB structure and relationships - Service dependencies overview |
| Problem Management | - Problem identification and root cause analysis - Known errors and workarounds |
| Request Fulfillment and Service Catalog | - Request lifecycle management - Catalog items and workflows |
| Change Management | - Change types and workflows - Approval and risk management |
| Knowledge Management | - Publishing and lifecycle processes - Knowledge article creation and governance |
| Incident Management | - SLAs, assignments, and escalation - Incident lifecycle and configuration |
| ITSM Foundation and Platform Concepts | - ITSM application overview - ServiceNow platform architecture and navigation |
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NEW QUESTION # 178
Which of the following service catalog variable types are NOT supported in Mobile Classic interfaces?
(Choose four.)
Answer: A,C,E,F
NEW QUESTION # 179
Which field on a Configuration Item record may be used to expedite Incident routing and resolution?
Answer: B
Explanation:
NEW QUESTION # 180
Your customer wants to give secure access to business users to view problem records and reports for the products they support. When you install the ITSM roles plugin, what additional problem role is installed to support this requirement?
Answer: E
Explanation:
https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/problem-management
/reference/prob-roles-instld-itsm-roles.html
NEW QUESTION # 181
What are the different ways a user can provide feedback on a knowledge article?
Choose 4 answers
Answer: B,C,D,F
Explanation:
The correct selection is A, C, E, F because A. Helpful?; C. Comment on Article; E. 5 Star scale; F. Flag Article. Knowledge Management provides governed creation, publication, search, feedback, audience controls, and reuse of articles. KCS principles emphasize creating and improving knowledge as part of support work, while ServiceNow user criteria and contextual-search capabilities determine what agents and requesters can discover and consume. Knowledge feedback includes explicit usefulness/rating mechanisms and qualitative feedback. Helpful, comments, star ratings, and flagging communicate article quality or issues; pinning is an organizational convenience and is not article feedback. The remaining choices are not the best fit. B. 10 Star scale; D. Pin Article. 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:
Knowledge Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 182
Which of the following DOES NOT describe the purpose of CMDB?
Answer: A
Explanation:
Explanation
The Configuration Management Database (CMDB) is a centrally-managed and controlled system of record for all IT service infrastructure components and t heir relationships. It is used by all IT Service Management applications as a critica l analysis and decision-making support tool.
* Identifying the respective support and approval groups.
* Identifying the business criticality of affected Cls to aid in prioritizat ion and escalation.
* Identifying potential upstream or downstream impacts.
NEW QUESTION # 183
......
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