CIS-ITSM: Certified Implementation Specialist - IT Service Management

Service scope establishes a service’s boundaries, defining its included offerings and exclusions.

A record producer is a Service Catalog item type that provides an alternative way for users to create records, such as incidents, through the catalog. Requested items are generated by requests, categories organize catalog content, and execution plans define fulfillment.

A Service Catalog can include content items, which provide informational or navigational content within the catalog. Requested items are generated request records, categories group catalog entries, and execution plans define fulfillment activities.

The baseline Change - Normal implementation flow automatically invokes the Change - Implementation tasks subflow, which creates implementation and post-implementation tasks. Users can also manually add Change Tasks in any nonterminal change state; Closed and Canceled changes are excluded. The selected category does not automatically generate Change Tasks.

In the Quebec Problem Management state model, completing the required fields automatically advances a Problem task record from New to Assess.