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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: 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 2: Request Fulfillment & Service Catalog | 15% | - Catalog variables, order guides, and workflows - Service level agreements for requests - Request lifecycle, approval, and fulfillment processes - Service catalog design, items, and categories |
| Topic 3: Change Management | 20% | - Change types: Standard, Normal, Emergency - Change success measurement and reporting - Change scheduling, risk assessment, and implementation - Change models, approval workflows, and policies |
| Topic 4: Integrations & Advanced Features | 10% | - Service Operations Workspace configuration - Service Portfolio Management - Integration between ITSM applications - Platform features: Workflows, Notifications, Reporting |
| Topic 5: Problem Management | 20% | - Known error and workaround management - Problem resolution and closure processes - Problem lifecycle, identification, and investigation - Root cause analysis and documentation |
| Topic 6: Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes - CMDB data model, classes, and relationships |
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NEW QUESTION # 198
Your customer wants to add a notification to the Change - Emergency - Authorize Flow. What is the first thing you would do to meet this requirement?
Answer: D
NEW QUESTION # 199
A user has the VIP field set to true on their User [sys_user] record. When that user is selected as the Caller on an Incident, which of the following statements are true in a baseline platform configuration? Select all that apply.
Answer: A
Explanation:
NEW QUESTION # 200
How to change the logic of calculating incident priority?
Answer: C
NEW QUESTION # 201
What is the purpose of the Duration field in the incident form?
Answer: D
NEW QUESTION # 202
From which table is the Incident table extended?
Answer: D
Explanation:
The implementation requirement maps directly to D. Task [task]; therefore D is correct. Incident Management is designed to restore normal service operation as quickly as practical while maintaining accurate routing, communication, categorization, and lifecycle data. Baseline configuration relies heavily on the Incident t able, Incident Properties, assignment logic, views, inbound email processing, roles, and integrations with Knowledge, Problem, Change, and the CMDB. The Incident [incident] table extends the Task [task] table.
Task is the common parent for operational work records such as Incident, Problem, Change Request, Request, Requested Item, and Catalog Task, allowing shared assignment, state, activity, and SLA patterns. The remaining choices are not the best fit. A. Work [sn_work]; B. Ticket [ticket] ; C. Task [sn_task]. 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: Incident Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 203
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