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| Section | Weight | Objectives |
|---|---|---|
| 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 |
| Incident Management | 30% | - Configuration of incident properties, fields, and states - Integration with CMDB and other ITSM modules - Assignment rules, escalation, and notifications - Incident lifecycle and process flow |
| Configuration Management Database (CMDB) | 5% | - CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes |
| Problem Management | 20% | - Problem lifecycle, identification, and investigation - Problem resolution and closure processes - Root cause analysis and documentation - Known error and workaround management |
| Integrations & Advanced Features | 10% | - Service Portfolio Management - Integration between ITSM applications - Platform features: Workflows, Notifications, Reporting - Service Operations Workspace configuration |
| Change Management | 20% | - Change models, approval workflows, and policies - Change success measurement and reporting - Change types: Standard, Normal, Emergency - Change scheduling, risk assessment, and implementation |
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NEW QUESTION # 93
Technical consultant should participate in requirements workshop(s) and should encourage customizing ServiceNow OOTB processes in order to align with the organizations current processes.
Answer: A
Explanation:
Explanation
Technical consultants should participate in workshops, but over-customization is not recommended. It is advised to let the customer adjust their ITSM process, as much as possible, to match ServiceNow baseline implementation. Configurations can be made but customizations should be limited.
NEW QUESTION # 94
In the baseline platform configuration, which of these are required when closing a Normal Change? Select all that apply.
Answer: A,D
Explanation:
Explanation
By the time you arrive at the juncture where you would close the change request, the approval has already occurred, and the Post-Implementation Review (task) has also transpired.
All that's left are:
"Close Code",
"Close Notes"
CAB Approval - TRICK ANSWER. It's
already been approved by the time
you go to close the change
Close Code - These occur at time of
CR close.
Close Notes - These occur at time of
CR close.
TRICK ANSWER. This is a task that's
already been dealt with.
NEW QUESTION # 95
What is an example of a good use case for an Order Guide?
Answer: A
Explanation:
The correct selection is A because A. Order a set of Dishes. Service Catalog and Request Management separate catalog design from request fulfillment. Catalog Items, Record Producers, Content Items, Order Guides, variables, user criteria, roles, Catalog Builder, flows, approvals, requested items, and catalog tasks each have a distinct purpose. Correct design keeps the user experience simple while reusing variables and fulfillment logic wherever possible. An Order Guide groups multiple related catalog items into one guided ordering experience. Rules determine which items are included and in what order, while cascading variables can pass common values into included items that define equivalent variables. The remaining choices are not the best fit. B. Order a Custom Automobile; C. Order a Technical Consultation; D. Order a Couch. 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 Catalog and Request Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 96
If a script include has SNC in its name, it means it is safe to edit these script includes and upgrade will not be affected.
Answer: A
Explanation:
Explanation
Script includes with SNC in their name are read-only to ensure they are updated during upgrades.
NEW QUESTION # 97
Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)
Answer: B,C
NEW QUESTION # 98
......
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