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| Section | Weight | Objectives |
|---|---|---|
| Problem Management | 20% | - Problem lifecycle, identification, and investigation - Problem resolution and closure processes - Root cause analysis and documentation - Known error and workaround management |
| Integrations & Advanced Features | 10% | - Integration between ITSM applications - Platform features: Workflows, Notifications, Reporting - Service Operations Workspace configuration - Service Portfolio Management |
| Request Fulfillment & Service Catalog | 15% | - Request lifecycle, approval, and fulfillment processes - Service catalog design, items, and categories - Catalog variables, order guides, and workflows - Service level agreements for requests |
| Incident Management | 30% | - Integration with CMDB and other ITSM modules - Assignment rules, escalation, and notifications - Incident lifecycle and process flow - Configuration of incident properties, fields, and states |
| Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization |
| 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 |
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NEW QUESTION # 101
Which of the following is considered a best practice for managing the Valid To date for Knowledge articles?
Answer: B
Explanation:
Explanation
The default value for this field is set in the Dictionary to 2020-01-01. Users may manually select a new date when editing articles. However, this approach does not promote consistency for effective article management.
Consider setting the Valid to date as part of the publish Knowledge function in the KBWorkflow Script Include. If the Valid to date depends on the type of article (e.g. Policy or Support article), a copy of the Publishing workflow may be created with a branch for each article type/ category. (Since categories may be different for each Knowledge Base, this would not be appropriate to include in the Script Include logic.)
NEW QUESTION # 102 
Consider the above trigger intended to assign the Account to the manager of the Account's region.
Which two changes should a developer make in this trigger to adhere to best practices? (Choose two.)
Answer: C,D
NEW QUESTION # 103
The key stakeholder for your ITSM implementation wants to have SLAs on every Task record.
What advice do you give regarding SLAs on Problem records?
Answer: B
Explanation:
https://docs.servicenow.com/ja-JP/bundle/utah-it-service-management/page/product/problem-management
/concept/c_ProblemManagementProcess.html
NEW QUESTION # 104
Your customer wants a catalog to contain two items:
1. A request with 1 approval and 2 fulfillment tasks
2. A link to a knowledge article
What type of item would you use to satisfy the requirement for the Construction request?
Answer: B
Explanation:
ServiceNow ' s baseline implementation supports A. Catalog Item, 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. A Content Item is the catalog construct for presenting informational content or a link rather than requesting fulfillment. It can direct users to a Knowledge Article without creating a Request or fulfillment task. The remaining choices are not the best fit.
B). Content Item; C. Record Producer; D. Order Guide. 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 # 105
A Request Management process is being designed. To prevent bottlenecks when a designated approver is unavailable (e.g., on vacation), which two ServiceNow features should be utilized? (Choose two.)
Answer: B,D
Explanation:
To ensure business continuity in Request Fulfillment, ServiceNow provides two primary architectural solutions:
* Group Approvals (B): Instead of assigning an approval to a single individual, the approval task is sent to a group (e.g., "Finance Directors"). Any member of that group can approve the request, ensuring that the absence of one person does not stall the workflow.
* Delegation (C): ServiceNow includes a native Delegate feature (located in the User Profile). A user can designate another user to receive their approvals, notifications, and meeting invitations for a specific period. When a user is delegated, the system automatically routes the approval to the delegate, preventing delays during planned or unplanned absences.
NEW QUESTION # 106
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