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| Section | Objectives |
|---|---|
| ITSM Reporting and Performance | - Basic reporting and dashboards - Metrics and KPI tracking |
| CMDB and Service Mapping Concepts | - CMDB structure and relationships - Service dependencies overview |
| Incident Management | - SLAs, assignments, and escalation - Incident lifecycle and configuration |
| ITSM Foundation and Platform Concepts | - ServiceNow platform architecture and navigation - ITSM application overview |
| Change Management | - Approval and risk management - Change types and workflows |
| Knowledge Management | - Publishing and lifecycle processes - Knowledge article creation and governance |
| Request Fulfillment and Service Catalog | - Catalog items and workflows - Request lifecycle management |
| Problem Management | - Known errors and workarounds - Problem identification and root cause analysis |
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NEW QUESTION # 48
A customer requires incidents to automatically move to a CIosed state from Resolved after 7 days. How is this configured? Choose 2 answers
Answer: A,C
Explanation:
ServiceNow ' s baseline implementation supports B. Configure the number of days Resolved incidents automatically close property; D. Enable the auto closure of Incidents based on Resolution date property, so the answer is B, D. 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 table, Incident Properties, assignment logic, views, inbound email processing, roles, and integrations with Knowledge, Problem, Change, and the CMDB. The key exam technique is to identify the object that directly controls the requested behavior, rather than selecting a nearby administrative feature that only reports on, displays, or indirectly influences the process. The remaining choices are not the best fit. A. Configure the incident Lifecycle flow script action; C. Configure the incident lifecycle timeline property. 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 # 49
Which of the following best describes CMDB?
Answer: B
NEW QUESTION # 50
Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop. Which Now Create assets do you recommend they review to prepare? (Choose 2 options)
Answer: B,D
Explanation:
ServiceNow ' s baseline implementation supports A. Service Catalog and Request Mgmt - Workshop Preparation Guide; B. Service Catalog and Request Mgmt - Process Guide, so the answer is A, B. 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. The key exam technique is to identify the object that directly controls the requested behavior, rather than selecting a nearby administrative feature that only reports on, displays, or indirectly influences the process. The remaining choices are not the best fit.
C). IT Service Management - Typical Challenges and Remediation; D. ITSM - Business Outcomes and Corresponding KPIs. 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 # 51
Some Performance Analytics functionality for incident management is available in the baseline instance but Performance Analytics Premium license should be purchased.
Answer: A
Explanation:
Explanation
No additional license is needed for this performance analytics functionality.
NEW QUESTION # 52
Which table can be used to build a report to see which knowledge articles are no longer viewed by users?
Answer: A
Explanation:
Explanation
kb_use table stores a record every time an article is viewed. It is useful to build reports to see which articles are no longer viewed.
NEW QUESTION # 53
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