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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships - CMDB integration with ITSM processes |
| Topic 2: Incident Management | 30% | - Assignment rules, escalation, and notifications - Incident lifecycle and process flow - Integration with CMDB and other ITSM modules - Configuration of incident properties, fields, and states |
| Topic 3: Integrations & Advanced Features | 10% | - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting - Service Operations Workspace configuration - Integration between ITSM applications |
| Topic 4: Problem Management | 20% | - Root cause analysis and documentation - Problem lifecycle, identification, and investigation - Known error and workaround management - Problem resolution and closure processes |
| Topic 5: Change Management | 20% | - Change scheduling, risk assessment, and implementation - Change models, approval workflows, and policies - Change success measurement and reporting - Change types: Standard, Normal, Emergency |
| Topic 6: Request Fulfillment & Service Catalog | 15% | - Catalog variables, order guides, and workflows - Service level agreements for requests - Request lifecycle, approval, and fulfillment processes - Service catalog design, items, and categories |
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NEW QUESTION # 33
How to customize the fields that appear when a user hovers over the reference icon?
Answer: B
NEW QUESTION # 34
Your customer wants to give secure access to business users to view problem records and reports for the products they support. When you install the ITSM roles plugin, what additional problem role is installed to support this requirement?
Answer: A
Explanation:
Answer B aligns with the baseline ServiceNow implementation: B. sn_problem_read. 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. The key exam technique is to identify the object that directly controls the requested behavior, rather than selecting a nearby administrative feature that only reports on, displays, or indirectly influences the process. The remaining choices are not the best fit. A.
sn_business_user; C. sn_service_owner; D. sn_problem_write. 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 # 35
When viewing a list of Tasks, which field identifies whether the Task is an Incident, Problem, Change, etc.?
Answer: B
NEW QUESTION # 36
What are key relationships between Change and Release Management?
Choose 3 answers
Answer: C,D,E
Explanation:
ServiceNow ' s baseline implementation supports B. A Release can contain one or more Changes; C. Release management application is required, to use the Change management application; E. Change includes planning and approvals, Release includes building testing and execution of changes, so the answer is B, C, E. Change Management uses models, model states, state-transition conditions, flows, approval policies, risk controls, conflict detection, change tasks, CI relationships, and access criteria to implement controlled change lifecycles. The model defines the fit-for-purpose process while supporting automation without requiring direct modification of protected baseline logic. A Release can contain one or more Changes. Change Management supplies governance, risk evaluation, and authorization, while Release Management coordinates building, testing, packaging, and execution. Release Management is complementary to Change Management rather than a prerequisite for using it. The remaining choices are not the best fit. A. A Change can contain one or more Releases; D. Change management provides governance which includes Release management. 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: Change Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 37
Universal Containers uses Big Objects to store almost a billion customer transactions called Customer_Transaction__b.
These are the fields on Customer_Transaction__b:
Account__c
Program__c
Points_Earned__c
Location__c
Transaction_Date_c
The following fields have been identified as Index Fields for the Customer_Transaction__b object:
Account__c, Program__c, and Transaction_Date__c.
Which SOQL query is valid on the Customer_Transaction__b Big Object?
Answer: B
NEW QUESTION # 38
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