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| Section | Objectives |
|---|---|
| CMDB and Service Mapping Concepts | - Service dependencies overview - CMDB structure and relationships |
| Incident Management | - Incident lifecycle and configuration - SLAs, assignments, and escalation |
| ITSM Reporting and Performance | - Metrics and KPI tracking - Basic reporting and dashboards |
| Change Management | - Approval and risk management - Change types and workflows |
| Request Fulfillment and Service Catalog | - Request lifecycle management - Catalog items and workflows |
| ITSM Foundation and Platform Concepts | - ServiceNow platform architecture and navigation - ITSM application overview |
| Knowledge Management | - Knowledge article creation and governance - Publishing and lifecycle processes |
| Problem Management | - Problem identification and root cause analysis - Known errors and workarounds |
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NEW QUESTION # 94
You should activate surveys because they are not activated for incidents, by default.
Answer: A
NEW QUESTION # 95
Which table is used to store emergency change requests?
Answer: C
Explanation:
All types of change requests are stored in the same table: Change Request [change_request].
NEW QUESTION # 96
True or False: Every Catalog Item uses the same workflow to manage approvals.
Answer: A
NEW QUESTION # 97
Which plugin should be installed to enable creating known error articles from problems?
Answer: A
NEW QUESTION # 98
Which script include should be modified in order to impose limits when moving a problem task from one state to another?
Answer: D
NEW QUESTION # 99
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