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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configuration Management Database (CMDB) | 5% | - CMDB data model, classes, and relationships - CMDB integration with ITSM processes - CI identification, reconciliation, and normalization |
| Topic 2: Incident Management | 30% | - Configuration of incident properties, fields, and states - Integration with CMDB and other ITSM modules - Assignment rules, escalation, and notifications - Incident lifecycle and process flow |
| Topic 3: Request Fulfillment & Service Catalog | 15% | - Service level agreements for requests - Service catalog design, items, and categories - Catalog variables, order guides, and workflows - Request lifecycle, approval, and fulfillment processes |
| Topic 4: Problem Management | 20% | - Problem lifecycle, identification, and investigation - Known error and workaround management - Root cause analysis and documentation - Problem resolution and closure processes |
| Topic 5: Integrations & Advanced Features | 10% | - Service Operations Workspace configuration - Service Portfolio Management - Integration between ITSM applications - Platform features: Workflows, Notifications, Reporting |
| Topic 6: Change Management | 20% | - Change success measurement and reporting - Change models, approval workflows, and policies - Change scheduling, risk assessment, and implementation - Change types: Standard, Normal, Emergency |
>> CIS-ITSM Latest Braindumps Questions <<
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NEW QUESTION # 14
When you activate the ITSM Roles plugin what additional granular roles are created for the Incident application?
Choose 2 answers
Answer: A,D
NEW QUESTION # 15
What will be the new state once you click on the "Start Fix" button in the problem form?
Answer: B
NEW QUESTION # 16
It is possible to create two different sets of priority rules for incidents and problems.
Answer: A
Explanation:
Explanation/Reference:
NEW QUESTION # 17
As of Quebec. Problem task records will move automatically from one state, to another state, provided the required fields are filled. What are those states?
Answer: E
Explanation:
The implementation requirement maps directly to D. On Hold to Work in Progress; therefore D is correct.
Problem Management focuses on identifying and controlling the underlying causes of incidents. ServiceNow separates investigation, root-cause analysis, workaround communication, fix implementation, post-fix review, Known Error knowledge, Problem Tasks, and risk acceptance so that permanent remediation is governed independently from the short-term restoration objective of Incident Management. 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. Work in Progress lo CIosed; B. Assess to Work in Progress; C. Draft to Assess.
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: Problem Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 18
Benchmarks provide comparative insights relative to industry averages.
Answer: A
NEW QUESTION # 19
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