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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management | 30% | - Incident lifecycle and process flow - Assignment rules, escalation, and notifications - Integration with CMDB and other ITSM modules - Configuration of incident properties, fields, and states |
| Topic 2: Request Fulfillment & Service Catalog | 15% | - Service level agreements for requests - Request lifecycle, approval, and fulfillment processes - Service catalog design, items, and categories - Catalog variables, order guides, and workflows |
| Topic 3: Problem Management | 20% | - Root cause analysis and documentation - Problem resolution and closure processes - Known error and workaround management - Problem lifecycle, identification, and investigation |
| Topic 4: Change Management | 20% | - Change scheduling, risk assessment, and implementation - Change types: Standard, Normal, Emergency - Change success measurement and reporting - Change models, approval workflows, and policies |
| Topic 5: Integrations & Advanced Features | 10% | - Service Portfolio Management - Integration between ITSM applications - Platform features: Workflows, Notifications, Reporting - Service Operations Workspace configuration |
| Topic 6: Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization |
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NEW QUESTION # 37
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: B
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 # 38
Configuration items can be created via the change management process.
Answer: B
Explanation:
Creating CI can be done in any of the following ways:
1. Manual creation via the Configuration application modules
2. Via service catalog fulfillment processes
3. Import from external source
4. Integration with 3rd party systems
5. Automated discovery tool(s)
6. Creation triggered from asset management
7. Via change management process
NEW QUESTION # 39
What is the purpose of "time_worked" field in incident table?
Answer: D
Explanation:
Explanation
This is a field that, if made visible on the form, can be filled by users and ServiceNow will accumulate the values entered by all users.
NEW QUESTION # 40
The Requested Item [sc_req_item] table is extended directly from the Task [task] table.
Answer: B
Explanation:
Explanation
Data Variables NOT Allowed in MOBILE
Break
Container End
Container Split
Container Start
Email
HTML
Label
List Collector
Lookup Multiple Choice
Macro
Macro with Label
Masked
UI Page
URL
NEW QUESTION # 41
The Close Incident button doesn't appear for itil users.
Answer: B
Explanation:
Explanation
Users with itil roles don't have permission to close incidents. Incidents can be closed by the user who opened them or by the itil admin.
NEW QUESTION # 42
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