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| Section | Weight | Objectives |
|---|---|---|
| Change Management | 20% | - Change scheduling, risk assessment, and implementation - Change models, approval workflows, and policies - Change types: Standard, Normal, Emergency - Change success measurement and reporting |
| Incident Management | 30% | - Incident lifecycle and process flow - Assignment rules, escalation, and notifications - Integration with CMDB and other ITSM modules - Configuration of incident properties, fields, and states |
| Request Fulfillment & Service Catalog | 15% | - Request lifecycle, approval, and fulfillment processes - Service level agreements for requests - Service catalog design, items, and categories - Catalog variables, order guides, and workflows |
| Problem Management | 20% | - Known error and workaround management - Problem resolution and closure processes - Root cause analysis and documentation - Problem lifecycle, identification, and investigation |
| Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships - CMDB integration with ITSM processes |
| Integrations & Advanced Features | 10% | - Service Operations Workspace configuration - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications |
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NEW QUESTION # 167
A Knowledge Article can be associated with multiple Knowledge Bases.
Answer: A
Explanation:
A knowledge article can be associated with only one knowledge base.
NEW QUESTION # 168
When creating a catalog, which field specifies who is able to create, modify, and publish items in the catalog?
Answer: C
Explanation:
ServiceNow ' s baseline implementation supports A. Editors, so the answer is A. 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. B. Item Admins; C). Authors; D. Item Owners. 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 # 169
There are two integration points available in ServiceNow ITSM: Platform Web Services and Event Management.
Answer: B
NEW QUESTION # 170
A user has a profile with read-only permissions for the case object.
How can the user be granted edit permission for cases?
Answer: D
NEW QUESTION # 171
Inbound Actions can be configured to enable creating or updating problems.
Answer: A
Explanation:
Explanation
Inbound actions can be used only to update problems but not to create them.
NEW QUESTION # 172
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