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| Section | Weight | Objectives |
|---|---|---|
| Request Fulfillment & Service Catalog | 15% | - Catalog variables, order guides, and workflows - Service catalog design, items, and categories - Service level agreements for requests - Request lifecycle, approval, and fulfillment processes |
| Change Management | 20% | - Change types: Standard, Normal, Emergency - Change models, approval workflows, and policies - Change scheduling, risk assessment, and implementation - Change success measurement and reporting |
| Integrations & Advanced Features | 10% | - Integration between ITSM applications - Service Operations Workspace configuration - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting |
| Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization |
| Problem Management | 20% | - Problem lifecycle, identification, and investigation - Root cause analysis and documentation - Problem resolution and closure processes - Known error and workaround management |
| Incident Management | 30% | - Integration with CMDB and other ITSM modules - Configuration of incident properties, fields, and states - Incident lifecycle and process flow - Assignment rules, escalation, and notifications |
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NEW QUESTION # 35
The current status of a problem record is tracked in the State field. Each state has a label, value and constant.
This example is for Fix in Progress state:
Your customer wants to add a prerequisite for moving out of the Fix in Progress state. When you update the script include which value is better to use in the script?
Answer: D
NEW QUESTION # 36 
The test method above calls a web service that updates an external system with Account information and sets the Account's Integration_Updated__c checkbox to True when it completes. The test fails to execute and exits with an error: "Methods defined as TestMethod do not support Web service callouts." What is the optimal way to fix this?
Answer: A
NEW QUESTION # 37
Which of the following are defined for a given change model?
Choose 3 answers
Answer: B,C,E
Explanation:
A, B, C is the correct answer. The decisive ServiceNow behavior in this scenario is represented by A. State transition conditions; B. State model; C. State transitions. Change Management uses models, model states, state-transition conditions, flows, approval policies, risk controls, conflict detection, change tasks, CI relationships, and access criteria to implement controlled change lifecycles. The model defines the fit-for- purpose process while supporting automation without requiring direct modification of protected baseline logic. Model State Transition Conditions are the supported control point for prerequisites between change states. They allow a requirement to be enforced at the transition boundary instead of modifying baseline script includes or hard-coding process logic. The remaining choices are not the best fit. D. Phase model; E. Phase transitions. 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: Change Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 38
In the baseline platform configuration, a Configuration Item must be specified before Approvals are requested for a Change Request.
Answer: A
Explanation:
Explanation
From dev instance - "Assignment Group" is required to request approval on a Change. Approvals go to Assignment Group and CAB.
NEW QUESTION # 39
A manager asks how to determine which Incidents were routed to multiple groups before being resolved.
What field could this manager add to their list view or report filter criteria to identify these records?
Answer: E
Explanation:
The correct selection is E because E. Reassignment count. Incident Management is designed to restore normal service operation as quickly as practical while maintaining accurate routing, communication, categorization, and lifecycle data. Baseline configuration relies heavily on the Incident table, Incident Properties, assignment logic, views, inbound email processing, roles, and integrations with Knowledge, Problem, Change, and the CMDB. 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. A. On call escalation count; B. Activity stream; C. Reopen count. 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: Incident Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 40
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