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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management | 30% | - Integration with CMDB and other ITSM modules - Incident lifecycle and process flow - Assignment rules, escalation, and notifications - Configuration of incident properties, fields, and states |
| Topic 2: 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 |
| Topic 3: Integrations & Advanced Features | 10% | - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications - Service Portfolio Management - Service Operations Workspace configuration |
| Topic 4: Problem Management | 20% | - Root cause analysis and documentation - Problem resolution and closure processes - Problem lifecycle, identification, and investigation - Known error and workaround management |
| Topic 5: Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes - CMDB data model, classes, and relationships |
| Topic 6: Change Management | 20% | - Change scheduling, risk assessment, and implementation - Change models, approval workflows, and policies - Change success measurement and reporting - Change types: Standard, Normal, Emergency |
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NEW QUESTION # 45
A company has code to update a Request and Request Lines and make a callout to their external ERP system's REST endpoint with the updated records.
The CalloutUtil.makeRestCallout fails with a "You have uncommitted work pending. Please commit or rollback before calling out" error.
What should be done to address the problem?
Answer: D
NEW QUESTION # 46
Which of the following can leverage user criteria for controling access?
Choose 2 answers
Answer: A,C
NEW QUESTION # 47
An administrator would like to know which delegated administrators are actively customizing their organization.
Where can the administrator find this information?
Answer: A
NEW QUESTION # 48
A customer requires that any CIoud Infrastructure change involving a Critical CI to go through a Review state. They have duplicated the baseline CIoud infrastructure base model.
What additional configurations are necessary to fulfill this requirement?
Answer: B,D
Explanation:
D, E is the correct answer. The decisive ServiceNow behavior in this scenario is represented by D. Add the Review state to the model record; E. Add the Critical CI field to the Change Request form. Change Management uses models, model states, state-transition conditions, flows, approval policies, risk controls, conflict detection, change tasks, CI relationships, and access criteria to implement controlled change lifecycles. The model defines the fit-for-purpose process while supporting automation without requiring direct modification of protected baseline logic. 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. Modify the default CIoud Infrastructure flow; B. Add Review State for critical CI ' s; C. Add the Critical CI field to the CI record form. 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: Change Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 49
What will be the new state once you click on the "Start Fix" button in the problem form?
Answer: A
Explanation:
Explanation
NEW QUESTION # 50
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