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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Management | 20% | - Root cause analysis and documentation - Problem resolution and closure processes - Problem lifecycle, identification, and investigation - Known error and workaround management |
| Topic 2: Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization |
| Topic 3: Request Fulfillment & Service Catalog | 15% | - Service catalog design, items, and categories - Service level agreements for requests - Catalog variables, order guides, and workflows - Request lifecycle, approval, and fulfillment processes |
| Topic 4: Incident Management | 30% | - Incident lifecycle and process flow - Assignment rules, escalation, and notifications - Configuration of incident properties, fields, and states - Integration with CMDB and other ITSM modules |
| Topic 5: Integrations & Advanced Features | 10% | - Service Operations Workspace configuration - Service Portfolio Management - Integration between ITSM applications - Platform features: Workflows, Notifications, Reporting |
| Topic 6: Change Management | 20% | - Change success measurement and reporting - Change types: Standard, Normal, Emergency - Change models, approval workflows, and policies - Change scheduling, risk assessment, and implementation |
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NEW QUESTION # 40
The "Assigned to me" button will validate if the current user is a member of the Assignment Group.
Answer: A
Explanation:
No such validation is done in the OOTB implementation.
NEW QUESTION # 41
It is possible to create incidents automatically based on alerts from Event Management.
Answer: B
Explanation:
Explanation
NEW QUESTION # 42
_______________ is primarily focused on the details needed to manage and operate hardware and software.
_______________ is primary focused on the financial aspects of hardware and software.
Answer: B
Explanation:
Explanation
Asset Management
Asset Management, monitors and maintains things of financial value to an entity or group. It may apply to both tangible assets such as buildings, computers, hardware or software and to intangible concepts such as intellectual property and goodwill.
Something that has intrinsic value to a person or an enterprise.
Configuration Management
The Process responsible for maintaining information about Configuration Items required to deliver an IT Service, including their Relationships. This information is managed throughout the Lifecycle of the CI. Configuration Management is part of an overall Service Asset and Configuration Management Process.
Entity or thing that you with to track that is required for the delivery of a service.
CIs are the objects or things we care about.
CIs have attributes that describe the objects.
NEW QUESTION # 43
The data in the Schedule section of the change request is just to aid reviewers and implementers. No process logic is driven off of values in these fields.
Answer: A
Explanation:
This data is used for conflict detection and risk assessment.
NEW QUESTION # 44
Where do you enable the Search as feature for an incident?
Answer: C
Explanation:
https://docs.servicenow.com/en-US/bundle/tokyo-platform-administration/page/administer/contextual-search/task/t_DefineContextualSearchForForm.html
NEW QUESTION # 45
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