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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Change Management | 20% | - Change success measurement and reporting - Change scheduling, risk assessment, and implementation - Change types: Standard, Normal, Emergency - Change models, approval workflows, and policies |
| Topic 2: 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 3: Configuration Management Database (CMDB) | 5% | - CMDB data model, classes, and relationships - CMDB integration with ITSM processes - CI identification, reconciliation, and normalization |
| Topic 4: Problem Management | 20% | - Known error and workaround management - Problem lifecycle, identification, and investigation - Problem resolution and closure processes - Root cause analysis and documentation |
| Topic 5: Request Fulfillment & Service Catalog | 15% | - Catalog variables, order guides, and workflows - Service level agreements for requests - Service catalog design, items, and categories - Request lifecycle, approval, and fulfillment processes |
| Topic 6: Integrations & Advanced Features | 10% | - Platform features: Workflows, Notifications, Reporting - Service Portfolio Management - Integration between ITSM applications - Service Operations Workspace configuration |
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NEW QUESTION # 83
When building multiple catalog items, which components would you evaluate for consolidation and re-use? (Choose two.)
Answer: A,B
NEW QUESTION # 84
Which property on an order guide will pass variables from one item to another item with equivalent variables?
Answer: D
Explanation:
Answer A aligns with the baseline ServiceNow implementation: A. Cascade Variables. 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. An Order Guide groups multiple related catalog items into one guided ordering experience. Rules determine which items are included and in what order, while cascading variables can pass common values into included items that define equivalent variables. The remaining choices are not the best fit. B. Share Variables; C. Waterfall Variables; D. Mirror Variables. 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 # 85
What type of record can be created from an incident record from the workspace view to track and manage opportunities for improving a service or process?
Answer: C
NEW QUESTION # 86
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: A
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 # 87
Which ServiceNow feature allows users to contact the Service Desk agents using Chat Queues and allows Service Desk agents to open Incidents directly from Chat sessions with users?
Answer: B
NEW QUESTION # 88
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