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| Section | Objectives |
|---|---|
| Topic 1: Problem Management | - Known errors and workarounds - Problem identification and root cause analysis |
| Topic 2: Incident Management | - SLAs, assignments, and escalation - Incident lifecycle and configuration |
| Topic 3: Change Management | - Change types and workflows - Approval and risk management |
| Topic 4: ITSM Foundation and Platform Concepts | - ITSM application overview - ServiceNow platform architecture and navigation |
| Topic 5: ITSM Reporting and Performance | - Basic reporting and dashboards - Metrics and KPI tracking |
| Topic 6: Request Fulfillment and Service Catalog | - Request lifecycle management - Catalog items and workflows |
| Topic 7: Knowledge Management | - Publishing and lifecycle processes - Knowledge article creation and governance |
| Topic 8: CMDB and Service Mapping Concepts | - Service dependencies overview - CMDB structure and relationships |
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NEW QUESTION # 176
Why don ' t Problem records automatically move from Resolved to CIosed after the fix is implemented.
Answer: A
Explanation:
The correct selection is C because C. It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record. 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. It is designed to follow the ITIL4 standard; B. There is a scheduled job that automatically moves Resolved problems to CIosed after 7 days; D. There is no CIosed state. Problem records are moved to Completed. 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 # 177
The Major Incident Management (MIM) application is linked at the Incident management process but the records have in additional set of States. What are these Ml States?
Answer: A
NEW QUESTION # 178
During which phase of the change management lifecycle are the following activities performed?
* Record the planned schedule for when the change will take place
* Perform risk assessment and evaluate risk
* Describe relevant implementation plan, test plan and backout plan
Answer: D
NEW QUESTION # 179
Which of the following statements are correct for standard changes? (Choose two.)
Answer: B,D
Explanation:
Explanation
NEW QUESTION # 180
What is the purpose of the Duration field in the incident form?
Answer: A
NEW QUESTION # 181
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