CIS-ITSM Online Practice Questions and Answers

The key stakeholder for your ITSM implementation wants to have SLAs on every Task record.

What advice do you give regarding SLAs on Problem records?

A. SLAs re recommended in the ITIL framework for problem management

B. SLAs are be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take

C. SLAs are available for problem management, but require custom code

D. SLAs are essential to problem management, as support specialists need to quickly identify root causes

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?

A. Automated Changes

B. Cloud Infrastructure

C. Unauthorized Changes

D. Change Registration

E. Retroactive Changes

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

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

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

A. ecmdb_admin Most Voted

B. ecmdb

C. class_manager

D. sn_class_manager

When using the Email Client, what is the difference between an Email Template and a Quick Message?

A. Email Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot

B. Email Template is defined and automatically applied when the email form launches; Quick Messages are defined and then can be manually applied by the user

C. Email Templates are included with ITSM; Quick Messages are new with Machine Learning

D. Email templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role

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

A. Knowledge article

B. Content object

C. How to document

D. Information item

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

A. The ref_contributions attribute on the caller lookup form

B. The ref_ac_column attribute from the dictionary entry

C. The Caller lookup field on the [user] table

D. The form design of the caller lookup form

In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)

A. Automatically via the Change - Implementation subflow

B. Manually by the user during New, Assess, and Authorized states

C. Automatically depending on the category selected on the Change Request

D. Manually by the user during all states, except Closed or Canceled

In what table are Change records stored?

A. Change [change_task]

B. Change Request [rfc]

C. Change Request [change_request]

D. Change [change]

E. Change [task_change]

What defines the required approvals and the associated conditions for a change model?

A. A change approval policy

B. A change model's state transitions

C. A change model approval definition

D. A change approval lifecycle flow