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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Change Management | 20% | - Change scheduling, risk assessment, and implementation - Change success measurement and reporting - Change types: Standard, Normal, Emergency - Change models, approval workflows, and policies |
| Topic 2: Incident Management | 30% | - Incident lifecycle and process flow - Assignment rules, escalation, and notifications - Configuration of incident properties, fields, and states - Integration with CMDB and other ITSM modules |
| Topic 3: Request Fulfillment & Service Catalog | 15% | - Service catalog design, items, and categories - Catalog variables, order guides, and workflows - Service level agreements for requests - Request lifecycle, approval, and fulfillment processes |
| Topic 4: Problem Management | 20% | - Root cause analysis and documentation - Problem resolution and closure processes - Problem lifecycle, identification, and investigation - Known error and workaround management |
| Topic 5: Integrations & Advanced Features | 10% | - Service Operations Workspace configuration - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications |
| Topic 6: Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes - CMDB data model, classes, and relationships |
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NEW QUESTION # 127
Your implementation has some legacy change types with workflows, and also some new change models.
What option for Change Create New will support your scenario?
Answer: D
NEW QUESTION # 128
When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)
Answer: A,C
Explanation:
Automatically populate the Assignment group field based on the support group available for the respective CI.
If the CI does not have a support group, then the field gets populated with the support group available for the service offering.
NEW QUESTION # 129
In Change Management, the Risk Calculator is used to:
Answer: D
Explanation:
NEW QUESTION # 130
Which platform feature is used to determine whether an incident meets the conditions for First Call Resolution?
Answer: C
NEW QUESTION # 131
When building multiple catalog items, which components would you evaluate for consolidation and re-use?
(Choose two.)
Answer: A,C
NEW QUESTION # 132
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