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| Section | Objectives |
|---|---|
| Incident Management | - SLAs, assignments, and escalation - Incident lifecycle and configuration |
| ITSM Foundation and Platform Concepts | - ServiceNow platform architecture and navigation - ITSM application overview |
| CMDB and Service Mapping Concepts | - Service dependencies overview - CMDB structure and relationships |
| Request Fulfillment and Service Catalog | - Catalog items and workflows - Request lifecycle management |
| Change Management | - Change types and workflows - Approval and risk management |
| Knowledge Management | - Publishing and lifecycle processes - Knowledge article creation and governance |
| ITSM Reporting and Performance | - Basic reporting and dashboards - Metrics and KPI tracking |
| Problem Management | - Known errors and workarounds - Problem identification and root cause analysis |
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問題 #95
Which of the following can leverage user criteria for controlling access?
Choose 2 answers
答案：A,C
解題說明：
D, E is the correct answer. The decisive ServiceNow behavior in this scenario is represented by D. catalog items; E. catalog categories. 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. User Criteria are the standard audience mechanism for catalog and model access. They evaluate users, groups, roles, companies, locations, departments, and related attributes so visibility can be governed declaratively instead of through custom client logic. The remaining choices are not the best fit. A. catalog variables; B.
catalog taxonomy; C. catalog topics. 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.
問題 #96
How are Features related to Products and Releases?
答案：D
問題 #97
Which type of catalog item may be found in a Service Catalog?
答案：D
解題說明：
In ServiceNow IT Service Management (ITSM), the Service Catalog is a central repository of goods and services available to users. While a catalog is organized by Categories (A), categories themselves are containers, not items. Execution Plans (C) are legacy mechanisms used to define processes, and Requested Items (D) are the specific instances of an order after it has been placed (stored in the sc_req_item table).
A Record Producer (B) is a specific type of catalog item that allows users to create task-based records, such as Incidents or Change Requests, directly from the Service Catalog. Unlike standard catalog items that result in a Request (sc_request), a Record Producer uses a simplified interface to gather information and map it to fields on a target table, making it a fundamental component of the Service Catalog ecosystem.
問題 #98
What should you use to capture data in a grid layout on a catalog item?
答案：C
問題 #99
Which of the following knowledge workflows are available OOTB? (Choose all that apply.)
答案：C,D,E
問題 #100
......
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