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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: 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 2: Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes - CMDB data model, classes, and relationships |
| Topic 3: Integrations & Advanced Features | 10% | - Integration between ITSM applications - Service Portfolio Management - Service Operations Workspace configuration - Platform features: Workflows, Notifications, Reporting |
| Topic 4: Problem Management | 20% | - Problem resolution and closure processes - Problem lifecycle, identification, and investigation - Root cause analysis and documentation - Known error and workaround management |
| Topic 5: Incident Management | 30% | - Assignment rules, escalation, and notifications - Incident lifecycle and process flow - Integration with CMDB and other ITSM modules - Configuration of incident properties, fields, and states |
| Topic 6: 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 |
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NEW QUESTION # 79
Incident Variable Editor can be made visible only to incidents created from record producers.
Answer: A
NEW QUESTION # 80
Universal Containers has a workflow rule that sends an email alert to the VP of Sales when a large deal is won. The VP is reporting that these emails are NOT being delivered.
Which two tools should be used to determine the problem? (Choose two.)
Answer: B,C
NEW QUESTION # 81
If importing CI data for business services and servers on which they are deployed from excel, how many transform maps are needed to fully import data?
Answer: A
Explanation:
*Transform map to populate business services in the Business Service [cmdb_ci_service] table *Transform map to populate servers in the Server [cmdb_ci_server] table *Transform map to populate the relationship between each business service and server
NEW QUESTION # 82
ServiceNow doesn't recommend having a service for generic requests in the service catalog.
Answer: A
Explanation:
Explanation
It is actually recommended to have a generic request in the Service Catalog.
NEW QUESTION # 83
What record type(s) can be created from an interaction through Agent Workspace? Select 3 Answers from the below options
Answer: A,D,E
NEW QUESTION # 84
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