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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ServiceNow Platform Fundamentals | 15-20% | - ServiceNow architecture and UI navigation
|
| Topic 2: Configuration Management (CMDB) | 10-15% | - CMDB fundamentals
|
| Topic 3: Reporting and Analytics | 5-10% | - Performance analytics for ITSM
|
| Topic 4: Incident Management | 15-20% | - Integration with other processes
|
| Topic 5: Knowledge Management | 5-10% | - Knowledge base structure
|
| Topic 6: ITSM Framework and Setup | 20-25% | - ITSM Pro functionality and capabilities
|
| 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: Problem Management | 10-15% | - Problem workflow and states
|
| Topic 10: Change Management | 15-20% | - Change calendar and planning
|
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NEW QUESTION # 199
What are two effective measures of performance for the Problem Management process?
Choose 2 answers
Answer: B,D
NEW QUESTION # 200
Which of the following represents how Knowledge Management subscriptions and article versioning are enabled?
Answer: D
NEW QUESTION # 201
Which of the following is NOT a valid OOTB problem view?
Answer: D
NEW QUESTION # 202
A developer wants to call an Apex Server-side Controller from a Lightning Aura Component.
What are two limitations to the data being returned by the Controller? (Choose two.)
Answer: A,C
NEW QUESTION # 203
Which of the following roles has the ability to create and manage user criteria for service catalogs?
Answer: A
NEW QUESTION # 204
......
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