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| Section | Weight | Objectives |
|---|---|---|
| Incident Management | 30% | - Configuration of incident properties, fields, and states - Assignment rules, escalation, and notifications - Integration with CMDB and other ITSM modules - Incident lifecycle and process flow |
| Problem Management | 20% | - Known error and workaround management - Problem lifecycle, identification, and investigation - Problem resolution and closure processes - Root cause analysis and documentation |
| Request Fulfillment & Service Catalog | 15% | - Service level agreements for requests - Service catalog design, items, and categories - Request lifecycle, approval, and fulfillment processes - Catalog variables, order guides, and workflows |
| Change Management | 20% | - Change models, approval workflows, and policies - Change types: Standard, Normal, Emergency - Change success measurement and reporting - Change scheduling, risk assessment, and implementation |
| Integrations & Advanced Features | 10% | - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting - Service Operations Workspace configuration - Integration between ITSM applications |
| Configuration Management Database (CMDB) | 5% | - CMDB data model, classes, and relationships - CMDB integration with ITSM processes - CI identification, reconciliation, and normalization |
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NEW QUESTION # 115
A sales manager cannot view a contact owned by a salesperson. The salesperson is below the sales manager in the role hierarchy.
Why is the sales manager unable to view the contact?
Answer: D
NEW QUESTION # 116
A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis.
What would be the next step for this problem?
Answer: B
Explanation:
Answer B aligns with the baseline ServiceNow implementation: B. Problem Manager clicks Re-Analyze on the 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. 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. If 7 days has passed, since the Problem was closed, it cannot be re- opened; C. Problem Assignee clicks Re-Open on the Problem record; D. Administrator clicks Re-Open on the Problem Record. 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 # 117
Which two deployment tools can be used to deploy metadata from a Developer Edition organization to another organization? (Choose two.)
Answer: B,C
NEW QUESTION # 118
Your customer is using the baseline Create Incident Catalog Item and would like to add a few additional input fields. How should you update the catalog item?
Answer: D
Explanation:
https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/service-catalog-management
/concept/catalog-builder.html
NEW QUESTION # 119
An administrator has been asked to create a replica of the production organization. The requirement states that existing fields, page layouts, record types, objects, and data contained in the fields and objects need to be available in the replica organization.
How can the administrator meet this requirement?
Answer: D
NEW QUESTION # 120
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