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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management | 30% | - Assignment rules, escalation, and notifications - Integration with CMDB and other ITSM modules - Incident lifecycle and process flow - Configuration of incident properties, fields, and states |
| Topic 2: Integrations & Advanced Features | 10% | - Service Portfolio Management - Service Operations Workspace configuration - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications |
| Topic 3: Request Fulfillment & Service Catalog | 15% | - Service catalog design, items, and categories - Service level agreements for requests - Catalog variables, order guides, and workflows - Request lifecycle, approval, and fulfillment processes |
| Topic 4: Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes - CMDB data model, classes, and relationships |
| Topic 5: Problem Management | 20% | - Problem resolution and closure processes - Problem lifecycle, identification, and investigation - Known error and workaround management - Root cause analysis and documentation |
| 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 # 36
ServiceNow is very flexible platform. Therefore, it is encouraged to customize ITSM processes to match any requirements from the customer.
Answer: A
Explanation:
Technical staff should keep quality attributes in mind when considering stakeholder desires and requirements.
NEW QUESTION # 37
A Knowledge Article can be associated with multiple Knowledge Bases.
Answer: A
Explanation:
A knowledge article can be associated with only one knowledge base.
NEW QUESTION # 38
When evaluating change request states in a script include, which is the preferred method for referencing a state?
Answer: A
NEW QUESTION # 39
In the baseline configuration, Service Level Agreements use percentages of SLA Duration to determine when to send Breach Warnings and Breach Notice notifications.
Answer: A
Explanation:
NEW QUESTION # 40
What will be the new state once you click on the "Start Fix" button in the problem form?
Answer: A
Explanation:
Explanation
NEW QUESTION # 41
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