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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Request Fulfillment & Service Catalog | 15% | - Service catalog design, items, and categories - Service level agreements for requests - Catalog variables, order guides, and workflows - Request lifecycle, approval, and fulfillment processes |
| Topic 2: Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships |
| Topic 3: Integrations & Advanced Features | 10% | - Platform features: Workflows, Notifications, Reporting - Service Operations Workspace configuration - Integration between ITSM applications - Service Portfolio Management |
| Topic 4: Change Management | 20% | - Change scheduling, risk assessment, and implementation - Change models, approval workflows, and policies - Change success measurement and reporting - Change types: Standard, Normal, Emergency |
| Topic 5: Incident Management | 30% | - Configuration of incident properties, fields, and states - Integration with CMDB and other ITSM modules - Incident lifecycle and process flow - Assignment rules, escalation, and notifications |
| Topic 6: Problem Management | 20% | - Root cause analysis and documentation - Known error and workaround management - Problem resolution and closure processes - Problem lifecycle, identification, and investigation |
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NEW QUESTION # 201
Your company sells bicycles. They want to build a service catalog for current and prospective customers, so they can browse for bicycles and accessories, and make purchases.
What interface is suitable for these external users?
Answer: D
NEW QUESTION # 202
If you modify base instance process, it will be skipped during upgrades.
Answer: A
NEW QUESTION # 203
In Problem Management, which role is required to delete a problem record?
Answer: A
NEW QUESTION # 204
What happens when an existing service record is checked out in Service Builder for editing?
Answer: D
Explanation:
The implementation requirement maps directly to B. The service portfolio record is placed in a Work in progress state; therefore B is correct. Service Portfolio Management organizes services and service offerings through lifecycle phases, taxonomy, ownership, commitments, and catalog publication. Portfolio governance distinguishes strategic service definitions from operational CMDB relationships and from the transactional Service Catalog used to request goods and services. 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. The original service record is placed in a Retired state; C. The service and offerings are temporarily unavailable for consumption; D. A copy of the service is created and placed in a Draft state. 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 Portfolio Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 205
Your customer is using the baseline Create Incident Catalog Item and would like to add a few additional input fields. How should you update the catalog item?
Answer: A
Explanation:
https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/service-catalog-management/concept/catalog-builder.html
NEW QUESTION # 206
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