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CIS-ITSM Sample Questions Answers

Questions 4

Which of the following represents a benefit of implementing Knowledge Management?

Options:

A.

Deflecting the creation of Incidents so users may help themselves with common issues

B.

Provide continous feedback loops to improve staff efficiency

C.

Automatic routing of Incidents to the appropriate Assignment Group

D.

Proactively suggest Knowledge Articles to users at key points in a process

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Questions 5

The Incident Task [incident_task] table is extended from the _________ table.

Options:

A.

Task [task]

B.

Incident [incident]

C.

CMDB [cmdb]

D.

Application File [sys_metadata]

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Questions 6

It is recommended to use "Changes to" instead of "Is" in notification conditions.

Options:

A.

True

B.

False

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Questions 7

How to make the problem state move to "Resolved" instead of "Closed" when the "Accept Risk" button is clicked.

Options:

A.

Modify the state mapping records in the Problem State Mapping table.

B.

Modify the logic in the UI Action "Accept Risk".

C.

Change the value of problem property "problem.acceptrisk.move_to_closed".

D.

Modify the logic in the script include "Accept Problem Risk".

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Questions 8

How is access to Knowledge Articles administered?

Options:

A.

User Roles

B.

User Criteria and Entitlements

C.

User Criteria and User Roles

D.

Filter Conditions on the Knowledge Base

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Questions 9

_______________ is primarily focused on the details needed to manage and operate hardware and software.

_______________ is primary focused on the financial aspects of hardware and software.

Options:

A.

Configuration Management, Asset Management

B.

Asset Management, Configuration Management

C.

IT Operations Management, IT Financial Management

D.

IT Service Management, IT Financial Management

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Questions 10

In the baseline platform configuration, which Incident Management function is limited to users with roles of either itil_admin or admin?

Options:

A.

Close Incident

B.

Delete Incident

C.

Reopen Incident

D.

Archive Incident

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Questions 11

The requested item table is extended directly from the task table

Options:

A.

True

B.

False

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Questions 12

What is the name of the view that can be configured to control the fields

displayed when a user hovers over te reference icon next to a reference field?

Options:

A.

mobile

B.

tool_tip

C.

reference_view

D.

sys_popup

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Questions 13

Which of the following are valid states for Requested Item Catalog Task? (Choose all that apply.)

Options:

A.

Closed Skipped

B.

Work In Progress

C.

New

D.

Pending

E.

Open

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Questions 14

In record producers, you can map a variable to encrypted fields.

Options:

A.

True

B.

False

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Questions 15

Which of the following users has the permission to close an incident? (Choose two.)

Options:

A.

None of the listed answers

B.

Itil Admin

C.

Itil User

D.

Incident Manager

E.

Incident caller

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Questions 16

Inbound Actions can be configured to enable creating or updating problems.

Options:

A.

True

B.

False

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Questions 17

Which script include should be modified in order to impose limits when moving a problem task from one state to another?

Options:

A.

ProblemTaskStateUtils

B.

ProblemTaskState

C.

ProblemTaskUtils

D.

ProblemTaskChangeState

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Questions 18

What is the purpose of "Search As" field in the contextual search table configuration?

Options:

A.

When enabled, the agent can impersonate the user in the caller field and search for related knowledge articles.

B.

When enabled, the contextual search feature will show an additional tab that shows the related articles that are permitted to be seen by the user defined in the "Search as" field.

C.

When enabled, the agent can select which user to use when searching for related knowledge articles.

D.

When enabled, the contextual search feature will show an additional tab that shows the related articles that are permitted to be seen by the caller user.

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Questions 19

Which of the following fields is mandatory when the button "Request Approval" in normal change form is clicked?

Options:

A.

Planned start date

B.

Assignment group

C.

Justification

D.

Assigned to

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Questions 20

Which of the following statements is true regarding configuration items and the table extended?

Options:

A.

Neither of technical nor non-technical configuration items extend directly from Base Configuration Item table.

B.

Only non-technical configuration items extend directly from Base Configuration Item table.

C.

Both technical and non-technical configuration items extend directly from Base Configuration Item table.

D.

Only technical configuration items extend directly from Base Configuration Item table.

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Questions 21

Which of the following are valid ways to change a problem's state to Closed? (Choose all that apply.)

Options:

A.

Manually change the state to Closed.

B.

Automatically 7 days after being resolved.

C.

Click on the Complete button.

D.

Empty the "Assigned to" the "Assignment group" fields.

E.

Automatically 10 days after being resolved.

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Questions 22

What is the minimum number of members in a group?

Options:

A.

12

B.

1

C.

5

D.

0

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Questions 23

Which of the following columns get copied from the incident when creating a problem according to the OOTB implementation? (Choose all that apply.)

Options:

A.

Contact type

B.

Impact

C.

Assigned

D.

Configuration Item

E.

Subcategory

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Questions 24

ITSM provides IT services for 5 key business areas.

Which one of the following is NOT one of them?

Options:

A.

Knowledge Management

B.

Business Applications

C.

Security Operations

D.

IT

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Questions 25

Which of the following represents how Knowledge Management Article publishing is managed?

Options:

A.

Each Knowledge Base follows its own Publish and Retire workflow

B.

Publish and Retire workflows are set in the Knowledge Management System Properties

C.

Each Knowledge Article follows its own Publish and Retire workflow

D.

Any article submitted is automatically published

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Questions 26

Change Tasks generated by the Change Request - Normal Change tasks

workflow should include:

Options:

A.

All implementation tasks for a specific Change

B.

Approval and scheduling tasks for Normal Changes

C.

Standard, administrative tasks common to all Normal Changes

D.

Automated tasks to be completed by the System Scheduler

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Questions 27

On the Change Record form, the Process Flow Formatter is used to __________.

Options:

A.

Visually depict the Change Workflow

B.

Configure the Change Management lifecycle

C.

Show State history of a Change

D.

Show the current State of Change

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Questions 28

If you modify base instance process, it will be skipped during upgrades.

Options:

A.

True

B.

False

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Questions 29

Which of the following tables does the change_request_metric database view join? (Choose all that apply.)

Options:

A.

metric_definition

B.

task_sla

C.

change_task

D.

change_request

E.

metric_instance

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Questions 30

According to ServiceNow, it is recommended to use Widgets instead of Macros.

Options:

A.

True

B.

False

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Questions 31

Which of the following is NOT a valid option in the Type field in the Catalog Client Script form?

Options:

A.

onClick

B.

onLoad

C.

onSubmit

D.

onChange

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Questions 32

The VEditor is a formatter that shows variables entered in the catalog item form.

Options:

A.

True

B.

False

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Questions 33

Which table is used to store catalog items?

Options:

A.

sc_catalog_item

B.

sc_cat_item

C.

sc_category_item

D.

c_item

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Questions 34

A customer would like to modify the wording that appears when a user selects

Change > Create New. Which type of record must be adjusted?

Options:

A.

Language File

B.

Interceptor

C.

Change Type Data Lookup

D.

Application Module

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Questions 35

The Close Incident button doesn't appear for itil users.

Options:

A.

False

B.

True

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Questions 36

What is the purpose of "reassignment_count" field in incident table?

Options:

A.

It stores the number of times the "Assigned to" value changed.

B.

It stored the number of times the incident was reassigned to the caller.

C.

It stores the number of times the "Assignment group" value changed.

D.

It stored the number of times the incident was reopened by the caller.

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Questions 37

Which of the following actions on the Incident table require the itil_admin role?

Options:

A.

Update Incident

B.

Close Incident

C.

Archive Incident

D.

Delete Incident

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Questions 38

Which of the following statements is true regarding attaching workflows to requests?

Options:

A.

A workflow can be attached to requests but it is not mandatory.

B.

One or more workflows can be attached to a request.

C.

A workflow must be attached to requests.

D.

It is not possible to attach workflows to requests.

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Questions 39

Once the "Request Approval" button is clicked in the normal change form, approval requests are sent to all members of the "CAB Approval" group.

Options:

A.

True

B.

False

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Questions 40

In the baseline platform configuration, who can create Change Requests?

Options:

A.

Users with the itil role or Change-specific roles

B.

Only members of the Change Advisory Boards (CAB)

C.

Any logged in user

D.

Anyone, even those not registered / logged in

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Questions 41

Which of the following can be used as a 'non-code' alternative for some Catalog Client Scripts to populate data on an Item?

Options:

A.

Catalog Data Lookup

B.

Catalog Client Script

C.

Catalog UI Policy

D.

Variable Set

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Questions 42

Field Decorations are controlled by the "ref_contributions" attribute.

Options:

A.

True

B.

False

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Questions 43

In the baseline instance, which of the following views are available for incidents? (Choose three.)

Options:

A.

Master

B.

Metrics

C.

Password

D.

Agent View

E.

Workspace

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Questions 44

Once an Incident is placed in a Resolved State, the Caller may no longer re-open the Incident.

Options:

A.

True

B.

False:

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Questions 45

Which condition must be met to have a knowledge article display on the Knowledge Home Page in the Featured Content section?

Options:

A.

The Feature field on the article must be set to true.

B.

A record must be created in the Featured Content [kb_knowledge_keyword] table referencing the Article and a keyword of "featured_content."

C.

A record must be created in the Featured Content [kb_knowledge_keyword] table referencing the Article and a keyword of "homepage."

D.

The article must have a 4 star rating and be among the top 10 articles most frequently attached to Tasks.

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Questions 46

Which of the following is used to group multiple catalog items that are usually ordered together in one request?

Options:

A.

Wish List

B.

Catalog Category

C.

Order Guide

D.

Record Producer

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Questions 47

To how many levels can categories be nested in a service catalog?

Options:

A.

3

B.

2

C.

1

D.

None of the listed answers

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Questions 48

Which script action is called once "Communicate Fix" is clicked?

Options:

A.

Copy Prblm Fix to Incdnt Comments

B.

Copy Prb fix to Inc

C.

Copy Prb fix to Inc comments

D.

Copy Problem Fix

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Questions 49

What is the module name that is used to access configuration base items?

Options:

A.

Configuration Items > Base Items

B.

Configuration > Base Items

C.

CMDB > Base Items

D.

Base Items > Configuration

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Questions 50

Which of the following database views is useful if you need to create a report of the changes that were closed by category?

Options:

A.

change_request_category_sla

B.

change_request_sla

C.

change_request_metric

D.

change_request_category_metric

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Questions 51

Which of the following roles can delete a catalog?

Options:

A.

catalog_manager

B.

itil_admin

C.

catalog_admin

D.

Nobody can delete catalogs

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Questions 52

In the baseline platform configuration, the appropriate Workflow to be attached to a Change Request is determined based on _________ ?

Options:

A.

The workflow defined on the Change type record

B.

System properties

C.

Workflow conditions matching Change request field values

D.

The workflow field on the change request record

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Questions 53

Article Versioning can be enabled by setting the property "Enable article versioning feature" to Yes.

Options:

A.

True

B.

False

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Questions 54

What Knowledge Management capability allows users to ask and answer questions amongst peers within a Knowledge Base?

Options:

A.

Feedback

B.

Social Q&A

C.

Connect Chat

D.

Collaboration

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Questions 55

On a service catalog item, a customer has a requirement that the start_date is before the end_date.

Which approach is recommended to satisfy this requirement?

Options:

A.

Create a Validation Script and associate it to the item

B.

Create a Catalog Client UI Policy that triggers on Load of the Item

C.

Create a Catalog Client Script that triggers on Submit of the Item

D.

Create a Business Rule that runs on Insert or Update of the Item

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Questions 56

In the baseline platform configuration, when a Knowledge Article is flagged by a user as being incomplete or incorrect, a notification is sent to the Knowledge

Base Owner.

Options:

A.

True

B.

False

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Questions 57

Which of the following plugins should be activated in order to enable ATF for service catalog? (Choose all that apply.)

Options:

A.

com.glide.automated_test_framework.service_catalog

B.

com.glide.automated_testing_impl.service_catalog

C.

com.glide.automated_testing_impl.atf

D.

com.glide.automated_testing_impl.service_catalog_portal

E.

com.glide.automated_test_framework.service_catalog_portal

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Questions 58

Which of the following CANNOT be performed by public user?

Options:

A.

Read Categories

B.

Read Catalog Item

C.

Read Catalog Tasks

D.

Read Catalog Definition

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Questions 59

Which process role is responsible for the smooth operation of the Change

Management process within an organization?

Options:

A.

Change Sponsor

B.

Change Implementer

C.

Change Manager

D.

Change Advisory Board

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Questions 60

Which of the following roles can delete a CAB definition?

Options:

A.

cab_manager

B.

itil_admin

C.

change_manager

D.

None of the listed answers

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Questions 61

In the baseline platform configuration, the Post News Related Link on a Problem Record will generate Knowledge Article that includes information

mapped from the Problem Record. What will be the Workflow state of the new Article?

Options:

A.

Draft

B.

Review

C.

Published

D.

New

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Questions 62

Which module to use in order to change the default behavior of "Communicate Workaround" in problems?

Options:

A.

Configurations > UI Actions

B.

System Policy > Script Actions

C.

System Policy > UI Actions

D.

Configurations > Script Actions

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Questions 63

The data in the Schedule section of the change request is just to aid reviewers and implementers. No process logic is driven off of values in these fields.

Options:

A.

False

B.

True

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Questions 64

Catalog item can appear only in one category.

Options:

A.

True

B.

False

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Questions 65

Users who approve changes require ServiceNow license unless they do the approval through email.

Options:

A.

True

B.

False

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Exam Code: CIS-ITSM
Exam Name: Certified Implementation Specialist - IT Service Management
Last Update: Jun 29, 2022
Questions: 437
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