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| Section | Objectives |
|---|---|
| Topic 1: Problem Management | - Known errors and workarounds - Problem identification and root cause analysis |
| Topic 2: Change Management | - Approval and risk management - Change types and workflows |
| Topic 3: Incident Management | - SLAs, assignments, and escalation - Incident lifecycle and configuration |
| Topic 4: ITSM Reporting and Performance | - Metrics and KPI tracking - Basic reporting and dashboards |
| Topic 5: CMDB and Service Mapping Concepts | - Service dependencies overview - CMDB structure and relationships |
| Topic 6: Knowledge Management | - Knowledge article creation and governance - Publishing and lifecycle processes |
| Topic 7: ITSM Foundation and Platform Concepts | - ITSM application overview - ServiceNow platform architecture and navigation |
| Topic 8: Request Fulfillment and Service Catalog | - Request lifecycle management - Catalog items and workflows |
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NEW QUESTION # 80
Which catalog properly allows users to save partially-completed requests to complete and submit at a later time?
Answer: D
Explanation:
The correct selection is A because A. Enable wish list. 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. The catalog wish list capability lets users save catalog items, including entered variable values where supported, and return later to finish and submit the request. It is the baseline persistence mechanism rather than a custom cart-save property. The remaining choices are not the best fit. B. Edit cart layout; C. User partial save; D. Enable cart save. 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 # 81
In Knowledge Management, where can user criteria NOT be used?
Answer: A
NEW QUESTION # 82
Which of the following roles can delete a CAB definition?
Answer: D
Explanation:
Explanation/Reference:
Explanation:
Only system admin can delete CAB Definitions.
NEW QUESTION # 83
When implementing ServiceNow, deleting demo data and populating foundation data is often the first step.
Answer: B
NEW QUESTION # 84
Which of the following is NOT a valid state for problem tasks?
Answer: A
NEW QUESTION # 85
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