CIS-ITSM Sample Questions Answers

How is granular read and write access for a specific change model defined?

Where can a change manager define the interval frequency for unauthorized change detection?

On a Normal Change Model what are some examples of the Model Stale Transitions that are defined for the Authorize state?

How are Features related to Products and Releases?

Given the class structure shown below which types of CIs will be included in a report run against the cmdb_ci_computer table?

On an incident record, where are the fields fiat appear on the caller lookup select box defined?

The ability to authorize requests is enabled using a role which requires a user license. What is this role?

What are the components of a Flow Action?

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

What functionality can be used to define the sequence of activities that should be taken to complete catalog items?

Choose 2 answers

Your customer has an external system, which is used to perform changes. Your customer wants to capture these changes in your instance for reporting and CMDB maintenance purposes. What baseline Change Model supports this scenario?

Inside a change flow, you can automate a task with a sequence of related steps, like looking up a record, creating a record, or applying a policy. What is this component of the flow called?

What are the Release types available on the baseline release record?

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

Choose 4 answers

In release management what controls the movement of the state from Scoping to Awaiting Approval?

What are key relationships between Change and Problem records?

Choose 2 answers

Users with which role can Communicate a workaround or fix? (Choose two.)

Which baseline Change Flow automatically generates a Change task, for Post Implementation Review?

Released in Quebec, what tool enables the creation of templates for Catalog Items?

You have just upgraded your instance and have not migrated to multimodal change.

Using the default settings, when you click on Change > Create new, what page displays?

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?

Your Problem Manager has a structured problem management process, which includes a final review of the solution implemented and of the data regarding incident reduction. When a problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee.

What feature would you use to meet this requirement?

Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services.

What should you do to satisfy this requirement?

Which role would give you access to the CI Class Manager?

Your client indicates they would like a way to designate VIP callers on an incident form. How would you accomplish this?

Your customer wants a catalog to contain two items:

1. A request with 1 approval and 2 fulfillment tasks

2. A link to a knowledge article

What type of item would you use to satisfy the requirement for the Construction request?

When a Service Desk again shares a "How to' item with a customer what type of record is being shared?

What is KCS (Knowledge Centered Services)?

What would you use to define a common grouping of configuration items such as all web servers in Miami?

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?