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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management | 30% | - Configuration of incident properties, fields, and states - Incident lifecycle and process flow - Integration with CMDB and other ITSM modules - Assignment rules, escalation, and notifications |
| Topic 2: Problem Management | 20% | - Problem lifecycle, identification, and investigation - Known error and workaround management - Problem resolution and closure processes - Root cause analysis and documentation |
| Topic 3: Change Management | 20% | - Change models, approval workflows, and policies - Change scheduling, risk assessment, and implementation - Change types: Standard, Normal, Emergency - Change success measurement and reporting |
| Topic 4: Integrations & Advanced Features | 10% | - Service Operations Workspace configuration - Integration between ITSM applications - Platform features: Workflows, Notifications, Reporting - Service Portfolio Management |
| Topic 5: Request Fulfillment & Service Catalog | 15% | - Service catalog design, items, and categories - Catalog variables, order guides, and workflows - Service level agreements for requests - Request lifecycle, approval, and fulfillment processes |
| 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 # 174
Which of the following roles has the ability to create and manage user criteria for service catalogs?
Answer: A
NEW QUESTION # 175
When viewed through a Service Portal, Service Catalog Items may be formatted with a maximum of two columns.
Answer: A
Explanation:
Explanation
Limitations for Service Portals
* Formatters may contain a maximum of 2 columns.
* Variable Sets with formatters may contain a maximum of 2 columns.
* Widgets should be used instead of Macros and Macros with Labels.
* UI Pages are not supported
NEW QUESTION # 176
If the Assignment group is empty on an incident record what happens when an agent that is a member of multiple user groups clicks the Assign to the Ul action?
Answer: A
NEW QUESTION # 177
What is the trigger for the Change - Normal - Assess Flow?
Answer: D
NEW QUESTION # 178
A company has code to update a Request and Request Lines and make a callout to their external ERP system's REST endpoint with the updated records.
The CalloutUtil.makeRestCallout fails with a "You have uncommitted work pending. Please commit or rollback before calling out" error.
What should be done to address the problem?
Answer: C
NEW QUESTION # 179
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2026 Latest ExamCost CIS-ITSM PDF Dumps and CIS-ITSM Exam Engine Free Share: https://drive.google.com/open?id=1vwVmffDMMsAGzfdclrxG7ykvQhogNIRT