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CIS-ITSM Sample Questions Answers

Questions 4

What are the components of a Flow Action?

Options:

A.

Processes, Subprocess aid Action Steps

B.

Indexes, Processes and Outputs

C.

Inputs Action Steps and Outputs

D.

Inputs Processes, Subprocesses and Outputs

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Questions 5

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

Options:

A.

Apply a requirement to all form views

B.

Setting a variable to mandatory

C.

Reverse UI Policy if conditions are false

D.

Setting a variable to read-only

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Questions 6

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

Options:

A.

catalog_manager

B.

itil_admin

C.

catalog_builder_editor

D.

catalog_editor

E.

catalog_admin

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Questions 7

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

Choose 2 answers

Options:

A.

timestamp

B.

item author

C.

variables

D.

catalog(s)

E.

item name

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Questions 8

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?

Options:

A.

If 7 days has passed, since the Problem was closed, it cannot be re-opened

B.

Problem Manager clicks Re-Analyze on the Problem record

C.

Problem Assignee clicks Re-Open on the Problem record

D.

Administrator clicks Re-Open on the Problem Record

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Questions 9

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?

Options:

A.

The agent is prompted to select the Assignment group

B.

An error is displayed indicating the agent must manually assign the incident

C.

The Assignment group field will not populate

D.

The Assignment group field automatically populates with the agent's primary group

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Questions 10

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?

Options:

A.

Build report on SC Task table, Group by Variables for Computer > Extra memory

B.

Build report on Requested Item table, Group by Variables for Computer > Extra memory

C.

Build report on Task table, Group by Variables for Computer > Extra memory

D.

Build report on Request table, Group by Variables for Computer > Extra memory

E.

Build report on Catalog Item table, Group by Variables for Computer > Extra memory

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Questions 11

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?

Options:

A.

Submit a request for the sn_report_creator role

B.

Submit a New Report Request via the service catalog

C.

Take the Performance Analytics fundamentals course

D.

Turn on data collection jobs

E.

Go to Reports > View/Run > All. then search for Problem reports

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Questions 12

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

Options:

A.

Catalog builder and Change Designer

B.

Change Flows, Change Designer and Change Approval Matrix

C.

Change Models, Change Flows and State Transition Models

D.

Change PIR Assessments, Change Designer and Change Approval Policies

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Questions 13

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

Options:

A.

Change group

B.

Support group

C.

Managed

D.

Approval group

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Questions 14

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

Options:

A.

Release management application is required, to use the Change management application

B.

Change includes planning and approvals; Release includes building, testing and execution of changes

C.

A Release can contain one or more Changes

D.

A Change can contain one or more Releases

E.

Change management provides governance, which includes Release management

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Questions 15

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?

Options:

A.

104

B.

"Fix in Progress"

C.

ProblemState.STATES.FIX_IN_PROGRESS

D.

104.ProblemState.STATES.FIX_IN_PROGRESS

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Questions 16

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

Options:

A.

New case is created from the message

B.

New incident created from the message

C.

New interaction is created from the message

D.

Email is rejected and auto-reply sent to sender

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Questions 17

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?

Options:

A.

Knowledge Item

B.

Record Producer

C.

Content Item Most Voted

D.

Order Guide

E.

Catalog Item

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Questions 18

What are key relationships between Change and Problem records?

Choose 2 answers

Options:

A.

A Problem must be associated with a Change, before it can be closed

B.

Changes which cause incidents should have an associated Problem

C.

A Change can cause a Problem

D.

Problem can be solved by a Change

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Questions 19

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?

Options:

A.

sn_business_user

B.

sn_problem_read

C.

sn_service_owner

D.

sn_problem_write

E.

sn_problem_business_user

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Questions 20

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

Options:

A.

Content Item

B.

Record Producer

C.

Knowledge Item

D.

Order Guide

E.

Catalog Item

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Questions 21

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

Options:

A.

Processes

B.

Flows

C.

Procedures

D.

Actions

E.

Scripts

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Questions 22

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

Options:

A.

catalog_manager

B.

catalog_admin

C.

user_criteria_admin

D.

catalog_editor

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Questions 23

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?

Options:

A.

Assess

B.

Root Cause Analysis

C.

Fix in Progress

D.

Draft

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Questions 24

What is KCS (Knowledge Centered Services)?

Options:

A.

A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

B.

A documented methodology to provide a set of best practices for creating and maintaining knowledge

C.

A dashboard with specific visualization of the different knowledge bases and categories

D.

An application that helps agents and managers to create cases from Knowledge articles

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Questions 25

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

Options:

A.

The ability for end users to decline survey assignments

B.

Number of survey reminder notifications

C.

Trigger conditions

D.

Anonymize responses

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Questions 26

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

Options:

A.

Cascade variable

B.

Multi-row variable set

C.

Grid variable

D.

Enable set

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Questions 27

What are key relationships between Change and Release Management?

Choose 3 answers

Options:

A.

A Change can contain one or more Releases

B.

A Release can contain one or more Changes

C.

Release management application is required, to use the Change management application

D.

Change management provides governance which includes Release management

E.

Change includes planning and approvals, Release includes building resting and execution of changes

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Questions 28

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?

Options:

A.

Service portfolio management

B.

Catalog item management

C.

Service mapping

D.

Service catalog management

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Questions 29

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?

Options:

A.

Form Designer

B.

VEditor

C.

Variable Designer

D.

Record Producer Form Designer

E.

Default Variables Editor

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Questions 30

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?

Options:

A.

Priority Matrix

B.

Choice Lists

C.

Data Lookup Definitions

D.

Priority Rule Definitions

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Questions 31

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?

Options:

A.

Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true

B.

Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms Most Voted

C.

Create an Access control to hide the unnecessary CIs from the itil users

D.

Make a show/hide UI action to show only the desired CIs to the itil users

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Questions 32

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

Choose 4 answers

Options:

A.

Helpful?

B.

10 Star scale

C.

Comment on Article

D.

Pin Article

E.

5 Star scale

F.

Flag Article

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Questions 33

Incidents are stored what table?

Options:

A.

Incident [incident]

B.

Incident [sn_task_incident]

C.

Incident [sn_incident]

D.

Incident [task_incident]

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Exam Code: CIS-ITSM
Exam Name: Certified Implementation Specialist - IT Service Management
Last Update: Oct 8, 2024
Questions: 113
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