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| Section | Weight | Objectives |
|---|---|---|
| Request Fulfillment & Service Catalog | 15% | - Service catalog design, items, and categories - Catalog variables, order guides, and workflows - Request lifecycle, approval, and fulfillment processes - Service level agreements for requests |
| Incident Management | 30% | - Incident lifecycle and process flow - Configuration of incident properties, fields, and states - Assignment rules, escalation, and notifications - Integration with CMDB and other ITSM modules |
| Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships - CMDB integration with ITSM processes |
| Integrations & Advanced Features | 10% | - Service Operations Workspace configuration - Service Portfolio Management - Integration between ITSM applications - Platform features: Workflows, Notifications, Reporting |
| Change Management | 20% | - Change scheduling, risk assessment, and implementation - Change success measurement and reporting - Change types: Standard, Normal, Emergency - Change models, approval workflows, and policies |
| Problem Management | 20% | - Known error and workaround management - Root cause analysis and documentation - Problem resolution and closure processes - Problem lifecycle, identification, and investigation |
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NEW QUESTION # 94
Universal Containers is implementing a new lead status process and wants to be able to do the following:
* Track leads through five different status values.
* Run reports showing the duration a lead spends in each status.
* Run full Lifetime reports of a lead from creation to conversion.
* Prevent leads from skipping a lead status.
How can these requirements be met?
Answer: A
NEW QUESTION # 95
What are the Release types available on the baseline release record?
Answer: C
NEW QUESTION # 96
Universal Containers uses Big Objects to store almost a billion customer transactions called Customer_Transaction__b.
These are the fields on Customer_Transaction__b:
Account__c
Program__c
Points_Earned__c
Location__c
Transaction_Date_c
The following fields have been identified as Index Fields for the Customer_Transaction__b object: Account__c, Program__c, and Transaction_Date__c.
Which SOQL query is valid on the Customer_Transaction__b Big Object?
Answer: B
NEW QUESTION # 97
What is the base table for CMDB?
Answer: C
NEW QUESTION # 98
In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)
Answer: A,D
Explanation:
A, D is the correct answer. The decisive ServiceNow behavior in this scenario is represented by A.
Automatically via the Change - Implementation subflow; D. Manually by the user during all states, except CIosed or Canceled. 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. 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. B. Manually by the user during New, Assess, and Authorized states; C. Automatically depending on the category selected on the Change Request. 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 # 99
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