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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management | 30% | - Integration with CMDB and other ITSM modules - Assignment rules, escalation, and notifications - Configuration of incident properties, fields, and states - Incident lifecycle and process flow |
| Topic 2: Change Management | 20% | - Change models, approval workflows, and policies - Change scheduling, risk assessment, and implementation - Change success measurement and reporting - Change types: Standard, Normal, Emergency |
| Topic 3: Configuration Management Database (CMDB) | 5% | - CMDB data model, classes, and relationships - CMDB integration with ITSM processes - CI identification, reconciliation, and normalization |
| Topic 4: Integrations & Advanced Features | 10% | - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications - Service Operations Workspace configuration - Service Portfolio Management |
| Topic 5: Problem Management | 20% | - Known error and workaround management - Problem lifecycle, identification, and investigation - Problem resolution and closure processes - Root cause analysis and documentation |
| Topic 6: Request Fulfillment & Service Catalog | 15% | - Service catalog design, items, and categories - Service level agreements for requests - Request lifecycle, approval, and fulfillment processes - Catalog variables, order guides, and workflows |
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NEW QUESTION # 134
Which of the following CANNOT be performed by catalog_manager role?
Answer: C
Explanation:
Explanation
Creating a catalog task can be done by a user with catalog_admin role.
NEW QUESTION # 135
Which of the following reports are available for incidents in the baseline instance? (Choose three.)
Answer: A,B,E
NEW QUESTION # 136
A tester reports a bug, because they submitted a Known Error article from a Problem record, but it is not visible from the Known Error database.
What could cause this?
Answer: C
Explanation:
Answer B aligns with the baseline ServiceNow implementation: B. The article is in draft state but has not been published. 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. Known Error integration depends on the Problem Management best-practice knowledge integration capability. When the required integration is absent, the specialized Known Error knowledge base and related creation action are not available in the expected Problem lifecycle. The remaining choices are not the best fit. A. The Problem Management Best Practice - Madrid - Knowledge Integration plugin has not been activated; C. The tester is not impersonating an itil user; D. The user criteria on the knowledge base Is incorrect. 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 # 137
Which of the following statements is true when the Change Management - Risk Assessment plugin is enabled?
Answer: C
Explanation:
Explanation
Change Management - Risk Assessment
The Change Management - Risk Assessment plugin adds an additional factor to be used when calculating risk.
Risk assessment surveys may be defined based on type of change or other condition. Then, users may click Fill Out Risk Assessment and complete the survey questions.
Responses are scored and t he overall score is matched against thresholds to calculate risk.
NEW QUESTION # 138
A tester has submitted a bug report because at no point in the Problem lifecycle. does the Create Known Error article link appear under Related Links Also, they notice there is no Known Error knowledge base in the Instance.
What might be the cause of this?
Answer: D
NEW QUESTION # 139
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