CIS ITSM 1 Exam 2024/2025 fully solved &
updated
Given the class structure shown below, which types of CIs will be included in a
report run against the cmdb_ci_computer table?
cmdb
--cmdb_ci
-- --cmdb_ci_hardware
-- -- --cmdb_ci_server
-- -- -- --cmdb_ci_win_server
-- -- -- --cmdb_ci_linux_server
-- -- -- --cmdb_ci_unix_server
-- -- -- --cmdb_ci_pc_hardware - ANSWER-CIs defined directly in
cmdb_ci_computer and all child classes
Which field from the configuration item will automatically populate in the
Assignment group field of an incident record? - ANSWER-Support Group
Which of the following are defined for a given change model? (Choose three.)
A. Phase transitions
B. State model
C. State transition conditions
D. Phase model
E. State transitions - ANSWER-1. State Model
2. State transition conditions
3. State transitions
When is a change task for Post Implementation Review created for an
unauthorized change? - ANSWER-When the change request moves to a state of
Review
, Which should be used to explore the entire hierarchy and table definitions of the
Configuration Management Database Classes? - ANSWER-CI Class Manager
Which of the following cannot be defined or set through a Catalog UI Policy?
A. Setting a variable to mandatory
B. Apply a requirement to all form views
C. Setting a catalog category to visible
D. Setting a variable to read-only - ANSWER-Setting a catalog category to visible
Which type of catalog item should be used to create an incident record from the
portal? - ANSWER-Record Producer
Which incident management roles are activated by installing the ITSM Roles
plugin (com.snc.itsm.roles)? (Choose two.) - ANSWER-1. sn_incident_read
2. sn_incident_write
A customer requests that when the Service Desk agent clicks on the information
icon for the Caller's name, the quick view frame shows only the following fields:
User name -
Manager name -
Email Address -
Employee ID -
How would you modify the quick view frame? - ANSWER-Update the sys_popup
view for the user table
Your customer has built a mature knowledge base, with articles targeted to
internal audiences -which are technical. Other articles are written for end users,
with simple instructions. From the Incident form, the agents would like to be able
to identify which articles are visible to the callers What feature would you use, to
satisfy this requirement? - ANSWER-Search as User
Your customer is using the baseline Create Incident Catalog Item and would like
to add a few additional input fields. How should you update the catalog item? -
ANSWER-Edit in Catalog Builder
Your customer is complaining that Service Desk users keep accidentally
assigning Incidents to the Network CAB, instead of Network Support You have
confirmed that:
The Network Support group record has the Group types: Incident and Change
The Network CAB group record has the Group type: Change
updated
Given the class structure shown below, which types of CIs will be included in a
report run against the cmdb_ci_computer table?
cmdb
--cmdb_ci
-- --cmdb_ci_hardware
-- -- --cmdb_ci_server
-- -- -- --cmdb_ci_win_server
-- -- -- --cmdb_ci_linux_server
-- -- -- --cmdb_ci_unix_server
-- -- -- --cmdb_ci_pc_hardware - ANSWER-CIs defined directly in
cmdb_ci_computer and all child classes
Which field from the configuration item will automatically populate in the
Assignment group field of an incident record? - ANSWER-Support Group
Which of the following are defined for a given change model? (Choose three.)
A. Phase transitions
B. State model
C. State transition conditions
D. Phase model
E. State transitions - ANSWER-1. State Model
2. State transition conditions
3. State transitions
When is a change task for Post Implementation Review created for an
unauthorized change? - ANSWER-When the change request moves to a state of
Review
, Which should be used to explore the entire hierarchy and table definitions of the
Configuration Management Database Classes? - ANSWER-CI Class Manager
Which of the following cannot be defined or set through a Catalog UI Policy?
A. Setting a variable to mandatory
B. Apply a requirement to all form views
C. Setting a catalog category to visible
D. Setting a variable to read-only - ANSWER-Setting a catalog category to visible
Which type of catalog item should be used to create an incident record from the
portal? - ANSWER-Record Producer
Which incident management roles are activated by installing the ITSM Roles
plugin (com.snc.itsm.roles)? (Choose two.) - ANSWER-1. sn_incident_read
2. sn_incident_write
A customer requests that when the Service Desk agent clicks on the information
icon for the Caller's name, the quick view frame shows only the following fields:
User name -
Manager name -
Email Address -
Employee ID -
How would you modify the quick view frame? - ANSWER-Update the sys_popup
view for the user table
Your customer has built a mature knowledge base, with articles targeted to
internal audiences -which are technical. Other articles are written for end users,
with simple instructions. From the Incident form, the agents would like to be able
to identify which articles are visible to the callers What feature would you use, to
satisfy this requirement? - ANSWER-Search as User
Your customer is using the baseline Create Incident Catalog Item and would like
to add a few additional input fields. How should you update the catalog item? -
ANSWER-Edit in Catalog Builder
Your customer is complaining that Service Desk users keep accidentally
assigning Incidents to the Network CAB, instead of Network Support You have
confirmed that:
The Network Support group record has the Group types: Incident and Change
The Network CAB group record has the Group type: Change
