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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Management | 20% | - Root cause analysis and documentation - Problem resolution and closure processes - Problem lifecycle, identification, and investigation - Known error and workaround management |
| Topic 2: Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships |
| Topic 3: Incident Management | 30% | - Incident lifecycle and process flow - Configuration of incident properties, fields, and states - Assignment rules, escalation, and notifications - Integration with CMDB and other ITSM modules |
| Topic 4: 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 5: Request Fulfillment & Service Catalog | 15% | - Service catalog design, items, and categories - Catalog variables, order guides, and workflows - Request lifecycle, approval, and fulfillment processes - Service level agreements for requests |
| Topic 6: Integrations & Advanced Features | 10% | - Service Portfolio Management - Service Operations Workspace configuration - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications |
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NEW QUESTION # 22
Prior to Quebec, when you click Change > Create New, which page is displayed?
Answer: D
NEW QUESTION # 23
Which of the following is used to determine which users can see certain catalog items?
Answer: D
NEW QUESTION # 24
The VP of Finance wants to ensure that once an opportunity is closed, it cannot be modified by any user.
How can an administrator meet this requirement?
Answer: A
NEW QUESTION # 25
Which of the following statements is true regarding the permission that a user of itil role has?
Answer: D
NEW QUESTION # 26
Using User Criteria, access to catalog categories and catalog items can be applied based on _____________.
(Choose three.)
Answer: B,D,E
NEW QUESTION # 27
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