ServiceNow Certified Implementation Specialist – IT Service Management — Question 39

Your customer needs help defining Category values for the Problem records. What approach should you suggest? (Choose two.)

Answer options

• A. Re-use existing categories from legacy systems
• B. Define categories based on the customer’s CMDB classes
• C. Re-use existing categories from incident management
• D. Define categories based on ITIL problem taxonomy

Correct answer: B, C

Explanation

Option B is correct as defining categories based on the customer’s CMDB classes ensures alignment with existing data structures. Option C is also valid since re-using existing categories from incident management can provide consistency. The other options, A and D, while potentially useful, do not directly address the specific needs of creating Problem record categories as effectively as B and C.