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| Section | Weight | Objectives |
|---|---|---|
| Service Level Management | 10-15% | - SLA definitions and metrics
|
| Configuration Management (CMDB) | 10-15% | - CMDB fundamentals
|
| ServiceNow Platform Fundamentals | 15-20% | - ServiceNow architecture and UI navigation
|
| Problem Management | 10-15% | - Problem workflow and states
|
| ITSM Framework and Setup | 20-25% | - ITSM Pro functionality and capabilities
|
| Incident Management | 15-20% | - Incident creation and management
|
| Knowledge Management | 5-10% | - Knowledge base structure
|
| Reporting and Analytics | 5-10% | - Performance analytics for ITSM
|
| Asset Management Integration | 5-10% | - Hardware and software asset tracking
|
| Change Management | 15-20% | - Change calendar and planning
|
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NEW QUESTION # 25
When you create a problem from an incident. Impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don ' t want the values from incident to be copied over.
What module would you use to make this adjustment?
Answer: C
Explanation:
C is the correct answer. The decisive ServiceNow behavior in this scenario is represented by C. Problem > Administration > Problem Properties. 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. ITSM > Administration > Properties; B. Incident > Administration > Incident Properties; D. System Policy > Rules > Priority Lookup Rules. 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 # 26
Which catalog properly allows users to save partially-completed requests to complete and submit at a later time?
Answer: D
Explanation:
The correct selection is A because A. Enable wish list. 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 catalog wish list capability lets users save catalog items, including entered variable values where supported, and return later to finish and submit the request. It is the baseline persistence mechanism rather than a custom cart-save property. The remaining choices are not the best fit. B. Edit cart layout; C. User partial save; D. Enable cart save. 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 # 27
The purpose of "CAB Required" checkbox in the change request form is to determine whether the workflow will send approval task to the CAB group.
Answer: B
Explanation:
CAB Required does not drive logic. Instead, the determination as to whether the CAB review is required is based on conditions set for each CAB definition.
NEW QUESTION # 28
A tester has submitted a bug report because at no point in the Problem lifecycle does the Create Known Error article link appear under Related Links Also, they notice there is no Known Error knowledge base in the Instance.
What might be the cause of this?
Answer: D
Explanation:
ServiceNow ' s baseline implementation supports A. The Problem Management Best Practice - Madrid - Knowledge integration plugin has not been activated, so the answer is A. 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. Known Error integration depends on the Problem Management best-practice knowledge integration capability. When the required integration is absent, the specialized Known Error knowledge base and related creation action are not available in the expected Problem lifecycle.
The remaining choices are not the best fit. B. Tester is not impersonating Problem Coordinator; C. The customer did not pay the bill for Knowledge management; D. The sn_known_error_write role is required to see the Create Known Error article link. 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 # 29
Where should an admin go to view all of the search queries entered by users in the knowledge search?
Answer: A
NEW QUESTION # 30
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