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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Change Management | 20% | - Change success measurement and reporting - Change models, approval workflows, and policies - Change types: Standard, Normal, Emergency - Change scheduling, risk assessment, and implementation |
| Topic 2: Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes - CMDB data model, classes, and relationships |
| Topic 3: Incident Management | 30% | - Assignment rules, escalation, and notifications - Configuration of incident properties, fields, and states - Integration with CMDB and other ITSM modules - Incident lifecycle and process flow |
| Topic 4: Problem Management | 20% | - Problem resolution and closure processes - Known error and workaround management - Root cause analysis and documentation - Problem lifecycle, identification, and investigation |
| Topic 5: Request Fulfillment & Service Catalog | 15% | - Request lifecycle, approval, and fulfillment processes - Service level agreements for requests - Service catalog design, items, and categories - Catalog variables, order guides, and workflows |
| Topic 6: Integrations & Advanced Features | 10% | - Platform features: Workflows, Notifications, Reporting - Service Portfolio Management - Service Operations Workspace configuration - Integration between ITSM applications |
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NEW QUESTION # 112
On an Incident form, Category and Subcategory fields include a drop-down list of potential field values to allow users to categorize Incidents. Which table stores the list of potential field values displayed in these two fields?
Answer: D
Explanation:
Explanation
Choices are stored in the Choice [sys_choice] table, which also contains choices for EVERY choice field in the system.
NEW QUESTION # 113
What tools are available to the assignee to help resolve an incident?
Choose 2 answers
Answer: A,E
NEW QUESTION # 114
Which organizational role is responsible for the the overall administrative capabilities of a portfolio?
Answer: B
Explanation:
Answer B aligns with the baseline ServiceNow implementation: B. Portfolio Manager. Service Portfolio Management organizes services and service offerings through lifecycle phases, taxonomy, ownership, commitments, and catalog publication. Portfolio governance distinguishes strategic service definitions from operational CMDB relationships and from the transactional Service Catalog used to request goods and services. The Portfolio Manager manages the portfolio-level structure and performance across services and their offerings. This role works above an individual Service Owner and evaluates the Service Portfolio - > Service - > Service Offering hierarchy. The remaining choices are not the best fit. A. Service Manager; C.
Portfolio Owner; D. Service Owner. 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 Portfolio Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 115
In the baseline implementation, what are key relationships between Change and Configuration Item (CI) records? Choose 3 answers
Answer: B,C,D
NEW QUESTION # 116
An Apex class does not achieve expected code coverage. The testSetup method explicitly calls a method in the Apex class.
How can the developer generate the code coverage?
Answer: C
Explanation:
Explanation
NEW QUESTION # 117
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