CIS-ITSM Sample Questions Answers

What are the components of a Flow Action?

Which of the following cannot be defined or set through a Catalog UI Policy?

When building out a service catalog categorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain categories?

Choose 3 answers

Which of the following elements are automatically included in the name of the update set for items published via Catalog Builder?

Choose 2 answers

A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis.

What would be the next step for this problem?

If the Assignment group is empty on an incident record what happens when an agent that is a member of multiple user groups clicks the Assign to the Ul action?

A manager wants to run a report on the Computer catalog items, to see how many requests are being made for the add on extra memory, as compared with those requiring only the base memory. How would you meet this requirement?

A new problem manager wants to know how in create reports for monitoring problem management activities.

What do you recommend they do before creating new reports?

In the Quebec release of Change management, what new architectural features were added?

Which field from the configuration item will automatically populate in the Assignment group field of a problem record?

What are key relationships between Change and Release Management? (Choose three.)

The current status of a problem record is tracked in the State field. Each state has a label, value and constant. This example is for Fix in Progress state:

Your customer wants to add a prerequisite for moving out of the Fix in Progress state. When you update the script include which value is better to use in the script?

When using Inbound Email Actions, what happens it an email is received which has no watermark or reference number?

Your customer is a data center. They have a construction department that builds out spaces for new customers. The customer account representatives are responsible for initiating the construction requests. The guidelines are extensive for how to complete the construction request documentation.

Your customer wants the catalog to contain two items:

1. Construction request

2. Getting Started with Construction Requests

The Getting Started Item should contain a link to a Knowledge Article.

What type of item would you use to satisfy the requirement for the Getting Started Item?

What are key relationships between Change and Problem records?

Choose 2 answers

Your customer wants to give secure access to business users to view problem records and reports for the products they support. When you install the ITSM roles plugin, what additional problem role is installed to support this requirement?

Which record type would you use for a View Company Policies link that would redirect to a Knowledge Article?

Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?

Your customer wants to limit the users who ate able to see internal Network requests, to members of the Network department.

Which roles would enable you to make these required changes?

Choose 2 answers

In the life of a Problem record there are opportunities to click the Re-Analyze button and move backwards in the lifecycle.

When you click the Re-Analyze button, what state Is set on the problem record?

What is KCS (Knowledge Centered Services)?

Which of the following options can a survey administrator define on an individual survey? (Choose two.)

What should you use to capture data in a grid layout on a catalog item?

What are key relationships between Change and Release Management?

Choose 3 answers

What process is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the catalog and ensuring that a central, accurate, and consistent source of data is provided?

Your customer would like to add a field to the Something is Broken record producer form. Which formatter would you use to add the field?

Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency.

Which module should you use to locate and update the Priority Problem Lookup record?

Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?

What are the different ways a user can provide feedback on a knowledge article?

Choose 4 answers

Incidents are stored what table?