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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management | 30% | - Assignment rules, escalation, and notifications - Configuration of incident properties, fields, and states - Integration with CMDB and other ITSM modules - Incident lifecycle and process flow |
| Topic 2: Integrations & Advanced Features | 10% | - Integration between ITSM applications - Platform features: Workflows, Notifications, Reporting - Service Operations Workspace configuration - Service Portfolio Management |
| Topic 3: Problem Management | 20% | - Problem lifecycle, identification, and investigation - Problem resolution and closure processes - Known error and workaround management - Root cause analysis and documentation |
| Topic 4: Change Management | 20% | - Change types: Standard, Normal, Emergency - Change success measurement and reporting - Change models, approval workflows, and policies - Change scheduling, risk assessment, and implementation |
| Topic 5: Configuration Management Database (CMDB) | 5% | - CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes |
| Topic 6: Request Fulfillment & Service Catalog | 15% | - Catalog variables, order guides, and workflows - Service catalog design, items, and categories - Service level agreements for requests - Request lifecycle, approval, and fulfillment processes |
>> ServiceNow CIS-ITSM Reliable Test Question <<
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NEW QUESTION # 101
The Close Incident button doesn't appear for itil users.
Answer: B
Explanation:
Explanation
Users with itil roles don't have permission to close incidents. Incidents can be closed by the user who opened them or by the itil admin.
NEW QUESTION # 102
Once the "Request Approval" button is clicked in the normal change form, approval requests are sent to all members of the "CAB Approval" group.
Answer: B
Explanation:
Explanation
At this step, the approval requests will be sent to members of the group set in the "Assignment group" field.
NEW QUESTION # 103
What are two effective measures of performance for the Problem Management process?
Choose 2 answers
Answer: B,C
Explanation:
Answer B, D aligns with the baseline ServiceNow implementation: B. Average Problem Resolution Time; D.
Problems older than 30 days by Priority and State. Problem Management focuses on identifying and controlling the underlying causes of incidents. ServiceNow separates investigation, root-cause analysis, workaround communication, fix implementation, post-fix review, Known Error knowledge, Problem Tasks, and risk acceptance so that permanent remediation is governed independently from the short-term restoration objective of Incident Management. 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. Number of Problem that have Breached SLAs; C. Percentage of Problem Resolution within SLA by Category. 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: Problem Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 104
Which of the following is a potential benefit of implementing incident management?
Answer: C
NEW QUESTION # 105
In the life of a Problem record there are opportunities to click the Re-Analyze button and move backwards in the lifecycle.
When you click the Re-Analyze button, what state Is set on the problem record?
Answer: D
Explanation:
B is the correct answer. The decisive ServiceNow behavior in this scenario is represented by B. Root Cause Analysis. Problem Management focuses on identifying and controlling the underlying causes of incidents.
ServiceNow separates investigation, root-cause analysis, workaround communication, fix implementation, post-fix review, Known Error knowledge, Problem Tasks, and risk acceptance so that permanent remediation is governed independently from the short-term restoration objective of Incident Management. Re-Analyze is the controlled backward transition used when a previously progressed or closed Problem requires renewed investigation. It returns the Problem to Root Cause Analysis rather than creating a new record, preserving history and the relationship to prior incidents and remediation decisions. The remaining choices are not the best fit. A. Assess; C. Fix in Progress; D. Draft. 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: Problem Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 106
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