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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Management | 20% | - Problem resolution and closure processes - Root cause analysis and documentation - Problem lifecycle, identification, and investigation - Known error and workaround management |
| Topic 2: Incident Management | 30% | - Assignment rules, escalation, and notifications - Incident lifecycle and process flow - Configuration of incident properties, fields, and states - Integration with CMDB and other ITSM modules |
| Topic 3: Change Management | 20% | - Change success measurement and reporting - Change scheduling, risk assessment, and implementation - Change types: Standard, Normal, Emergency - Change models, approval workflows, and policies |
| Topic 4: Request Fulfillment & Service Catalog | 15% | - Service catalog design, items, and categories - Request lifecycle, approval, and fulfillment processes - Service level agreements for requests - Catalog variables, order guides, and workflows |
| Topic 5: Integrations & Advanced Features | 10% | - Integration between ITSM applications - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting - Service Operations Workspace configuration |
| Topic 6: Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships - CMDB integration with ITSM processes |
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NEW QUESTION # 12
What is an example of a good use case for an Order Guide?
Answer: B
Explanation:
The correct selection is A because A. Order a set of Dishes. Service Catalog and Request Management separate catalog design from request fulfillment. Catalog Items, Record Producers, Content Items, Order Guides, variables, user criteria, roles, Catalog Builder, flows, approvals, requested items, and catalog tasks each have a distinct purpose. Correct design keeps the user experience simple while reusing variables and fulfillment logic wherever possible. An Order Guide groups multiple related catalog items into one guided ordering experience. Rules determine which items are included and in what order, while cascading variables can pass common values into included items that define equivalent variables. The remaining choices are not the best fit. B. Order a Custom Automobile; C. Order a Technical Consultation; D. Order a Couch. 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: Service Catalog and Request Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 13
Universal Containers wants to allow its customers to submit support requests across multiple channels.
In which two ways can this be accomplished with Salesforce? (Choose two.)
Answer: B,D
NEW QUESTION # 14
On a request form, the requester needs to indicate when they need to receive the item.
What Variable type would you use for this information?
Answer: C
Explanation:
Answer D aligns with the baseline ServiceNow implementation: D. Date. Service Catalog and Request Management separate catalog design from request fulfillment. Catalog Items, Record Producers, Content Items, Order Guides, variables, user criteria, roles, Catalog Builder, flows, approvals, requested items, and catalog tasks each have a distinct purpose. Correct design keeps the user experience simple while reusing variables and fulfillment logic wherever possible. 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. Duration; B.
Due Date; C. Date Picker. 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: Service Catalog and Request Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 15
What is an example of a good use case for an Order Guide?
Answer: B
NEW QUESTION # 16
The Marketing Manager has requested that a field be added to each account that displays the number of contacts associated with the account. The manager wants to use this field as part of an email marketing segmentation strategy.
How can this requirement be met?
Answer: B
NEW QUESTION # 17
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