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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Change Management | 15-20% | - Change calendar and planning
|
| Topic 2: Problem Management | 10-15% | - Problem workflow and states
|
| Topic 3: ServiceNow Platform Fundamentals | 15-20% | - ServiceNow architecture and UI navigation
|
| Topic 4: Incident Management | 15-20% | - Integration with other processes
|
| Topic 5: Configuration Management (CMDB) | 10-15% | - CMDB fundamentals
|
| Topic 6: Knowledge Management | 5-10% | - Knowledge base structure
|
| Topic 7: Service Level Management | 10-15% | - SLA definitions and metrics
|
| Topic 8: Asset Management Integration | 5-10% | - Hardware and software asset tracking
|
| Topic 9: ITSM Framework and Setup | 20-25% | - ITSM Pro functionality and capabilities
|
| Topic 10: Reporting and Analytics | 5-10% | - Performance analytics for ITSM
|
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NEW QUESTION # 177
In the baseline platform configuration, if a change approver rejects an approval for a normal change, what will the state of the change be set to?
Answer: C
Explanation:
Explanation
"If one group member rejects, a notice is sent to the requester and the change is updated with a State = New and Approval = Rejected.''
NEW QUESTION # 178
Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?
Answer: A
NEW QUESTION # 179
A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis.
What would be the next step for this problem?
Answer: C
NEW QUESTION # 180
Change Management uses the workflow engine by default to facilitate approvals and processing for each type of Change, including Emergency, Normal, and Standard.
Answer: A
Explanation:
Explanation
The Change lifecycle is driven by workflows. The workflow conditions are based on the Type of Change.
NEW QUESTION # 181
Which of the following options can a survey administrator define on an individual survey? (Choose two.)
Answer: C,D
Explanation:
B, D is the correct answer. The decisive ServiceNow behavior in this scenario is represented by B. Number of survey reminder notifications; D. Anonymize responses. The Now Platform provides reusable automation through Flow Designer, actions, subflows, notifications, email processing, surveys, and related configuration records. Implementations should favor reusable, upgrade-safe configuration over direct edits to protected baseline artifacts, and should distinguish design-time inputs and conditions from runtime tasks and outputs.
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 ability for end users to decline survey assignments; C.
Trigger conditions. 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: Now Platform Automation and Configuration; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 182
......
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