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| Section | Objectives |
|---|---|
| Topic 1: Incident Management | - SLAs, assignments, and escalation - Incident lifecycle and configuration |
| Topic 2: ITSM Reporting and Performance | - Metrics and KPI tracking - Basic reporting and dashboards |
| Topic 3: Knowledge Management | - Publishing and lifecycle processes - Knowledge article creation and governance |
| Topic 4: ITSM Foundation and Platform Concepts | - ITSM application overview - ServiceNow platform architecture and navigation |
| Topic 5: Request Fulfillment and Service Catalog | - Request lifecycle management - Catalog items and workflows |
| Topic 6: Change Management | - Change types and workflows - Approval and risk management |
| Topic 7: CMDB and Service Mapping Concepts | - CMDB structure and relationships - Service dependencies overview |
| Topic 8: Problem Management | - Known errors and workarounds - Problem identification and root cause analysis |
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NEW QUESTION # 136
What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)
Answer: C,D,E
Explanation:
The correct selection is A, C, D because A. Manage Risk Assessments; C. Manage Risk Conditions; D. Delete Change. 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. 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. B. Delete CAB Definition; E. Create and manage Approval Policies. 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 # 137
From a data model perspective which Table is the base class for the configuration management database?
Answer: B
NEW QUESTION # 138
Which role would give you access to the CI CIass Manager?
Answer: D
Explanation:
A is the correct answer. The decisive ServiceNow behavior in this scenario is represented by A.
ecmdb_admin. Configuration Management provides a structured class hierarchy and trusted CI data for operational processes. CI Class Manager, Principal CI classes, Dynamic CI Groups, CI relationships, support- group attributes, and the CMDB data model allow Incident, Problem, and Change processes to use consistent configuration context without exposing every CI indiscriminately. 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. B.
ecmdb; C. class_manager; D. sn_class_manager. 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: Configuration Management and CMDB; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 139
Which table does the "Knowledge Base" table extend from?
Answer: D
Explanation:
Knowledge Base table doesn't extend from any other table.
NEW QUESTION # 140
Which of the following best describes CMDB?
Answer: A
NEW QUESTION # 141
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