CIS-ITSM EXAM QUESTIONS AND ANSWERS
What are the three personas in Major Incident Management?
Select 3 Answers from the below options.
A. Incident Manager [incident_manager]
B. Major Incident Manager [major_incident_manager]
C. Incident Write [sn_incident_write]
D. Communication Manager [communication_manager] - Answers - A. Incident
Manager [incident_manager]
B. Major Incident Manager [major_incident_manager]
D. Communication Manager [communication_manager]
Who can perform the first level of approval in a low-risk normal change request?
Select 2 Answers from the below options.
A. Group member
B. Change manager
C. CAB
D. ECAB - Answers - A. Group member
B. Change manager
What type of change request does NOT require CAB authorization?
A. Emergency
B. Normal
C. Retrospective
D. Standard - Answers - D. Standard
Which persona reviews and approves a request to purchase office printers for a break
room?
A. Catalog Manager
B. Approver
C. Requester
D. Service Owner - Answers - B. Approver
What type of Service Catalog item is used to create an incident or raise an HR case?
A. Order an item
B. Record producer
C. Maintain a service
D. Request a service - Answers - B. Record producer
Which of the following are the out-of-the-box On-hold reasons on the Incident form?
,Select 3 Answers from the below options.
A. Awaiting Caller
B. Awaiting Vendor
C. Awaiting Request
D. Awaiting Change - Answers - A. Awaiting Caller
B. Awaiting Vendor
D. Awaiting Change
Which record type in request management is closed first?
A. REQ
B. RITM
C. SCTASK
D. PRQ - Answers - C. SCTASK
What two fields are automatically calculated by completing the risk assessment on a
change request?
Select 2 Answers from the below options.
A. Risk
B. Conflict status
C. Priority
D. Impact - Answers - A. Risk
D. Impact
Where can fulfillers navigate to find catalog tasks assigned to them and their groups to
fulfil requests?
Select 2 Answers from the below options.
A. Service Catalog > My Groups Work
B. Service Catalog > My Work
C. Service Desk > My Groups Work
D. Service Desk > My Work - Answers - C. Service Desk > My Groups Work
D. Service Desk > My Work
(Utah) You can give users a better idea of what they see when they access the
Knowledge Portal links.
How do you define the URL structure of the Knowledge Portal pages to improve the
search experience?
A. By utilizing the Tiny URL Support app
B. By installing the Link Generator plugin
C. By improving the knowledge page load times
D. By using the human readable URLs capability
,E. By configuring the Sitemap Generator record - Answers - D. By using the human
readable URLs capability
Which of the following variable type is supported in a multi-row variable set (MRVS)?
A. HTML
B. List Collector
C. Attachment
D. Label - Answers - B. List Collector
A single request is submitted for approval.
The RITM workflow includes pre-approval.
Which of the following is true?
A. Fulfilment can begin once other RITMs in the REQ are approved.
B. Fulfilment can begin immediately.
C. Fulfilment can begin once the REQ is approved.
D. Fulfilment can begin once all RITMs are reviewed. - Answers - C. Fulfilment can
begin once the REQ is approved.
What Incident State is used when the investigation is paused while awaiting information
from the customer or an external vendor or providing information, evidence, or a
resolution from a related problem or change?
A. On Hold
B. New
C. Canceled
D. In Progress - Answers - A. On Hold
An end-user needs to place an order for a new phone.
Where can they search the Service Catalog and submit their request?
A. Knowledge Base
B. Service Portal
C. Request Module
D. Technical Catalog - Answers - B. Service Portal
You cannot pause a change by placing it 'On hold' while it is in the _______ state.
A. Assess
B. Authorize
C. New
D. Implement - Answers - C. New
(Utah) What can administrators use in the Service Catalog to simplify the complex multi-
form input-taking experience?
, A. Custom actions
B. Service Catalog Wizards
C. Catalog Builder
D. Declarative actions - Answers - B. Service Catalog Wizards
What are the temporary solutions that reduce or eliminate the effect of problems when a
full resolution is not yet available?
A. Known errors
B. Workarounds
C. Knowledge articles
D. Change requests - Answers - B. Workarounds
Which of the following indicates how successful each change model or type is?
A. Change Type Duration metric
B. Change Probability Calculated table
C. Change Model Success
D. Change Success Score - Answers - C. Change Model Success
What incident form view is displayed to the end-users?
A. VTB
B. Default view
C. Self Service
D. Workspace - Answers - C. Self Service
Which fields are mandatory when you click 'Accept Risk' on a problem record?
Select 2 Answers from the below options.
A. Cause notes
B. Close notes
C. Work notes
D. Risk accepted reason - Answers - A. Cause notes
D. Risk accepted reason
What state does the problem record return to when you click on the 'Re-Analyze' UI
action?
A. Root Cause Analysis
B. Assess
C. Fix in progress
D. New - Answers - A. Root Cause Analysis
What are the three personas in Major Incident Management?
Select 3 Answers from the below options.
A. Incident Manager [incident_manager]
B. Major Incident Manager [major_incident_manager]
C. Incident Write [sn_incident_write]
D. Communication Manager [communication_manager] - Answers - A. Incident
Manager [incident_manager]
B. Major Incident Manager [major_incident_manager]
D. Communication Manager [communication_manager]
Who can perform the first level of approval in a low-risk normal change request?
Select 2 Answers from the below options.
A. Group member
B. Change manager
C. CAB
D. ECAB - Answers - A. Group member
B. Change manager
What type of change request does NOT require CAB authorization?
A. Emergency
B. Normal
C. Retrospective
D. Standard - Answers - D. Standard
Which persona reviews and approves a request to purchase office printers for a break
room?
A. Catalog Manager
B. Approver
C. Requester
D. Service Owner - Answers - B. Approver
What type of Service Catalog item is used to create an incident or raise an HR case?
A. Order an item
B. Record producer
C. Maintain a service
D. Request a service - Answers - B. Record producer
Which of the following are the out-of-the-box On-hold reasons on the Incident form?
,Select 3 Answers from the below options.
A. Awaiting Caller
B. Awaiting Vendor
C. Awaiting Request
D. Awaiting Change - Answers - A. Awaiting Caller
B. Awaiting Vendor
D. Awaiting Change
Which record type in request management is closed first?
A. REQ
B. RITM
C. SCTASK
D. PRQ - Answers - C. SCTASK
What two fields are automatically calculated by completing the risk assessment on a
change request?
Select 2 Answers from the below options.
A. Risk
B. Conflict status
C. Priority
D. Impact - Answers - A. Risk
D. Impact
Where can fulfillers navigate to find catalog tasks assigned to them and their groups to
fulfil requests?
Select 2 Answers from the below options.
A. Service Catalog > My Groups Work
B. Service Catalog > My Work
C. Service Desk > My Groups Work
D. Service Desk > My Work - Answers - C. Service Desk > My Groups Work
D. Service Desk > My Work
(Utah) You can give users a better idea of what they see when they access the
Knowledge Portal links.
How do you define the URL structure of the Knowledge Portal pages to improve the
search experience?
A. By utilizing the Tiny URL Support app
B. By installing the Link Generator plugin
C. By improving the knowledge page load times
D. By using the human readable URLs capability
,E. By configuring the Sitemap Generator record - Answers - D. By using the human
readable URLs capability
Which of the following variable type is supported in a multi-row variable set (MRVS)?
A. HTML
B. List Collector
C. Attachment
D. Label - Answers - B. List Collector
A single request is submitted for approval.
The RITM workflow includes pre-approval.
Which of the following is true?
A. Fulfilment can begin once other RITMs in the REQ are approved.
B. Fulfilment can begin immediately.
C. Fulfilment can begin once the REQ is approved.
D. Fulfilment can begin once all RITMs are reviewed. - Answers - C. Fulfilment can
begin once the REQ is approved.
What Incident State is used when the investigation is paused while awaiting information
from the customer or an external vendor or providing information, evidence, or a
resolution from a related problem or change?
A. On Hold
B. New
C. Canceled
D. In Progress - Answers - A. On Hold
An end-user needs to place an order for a new phone.
Where can they search the Service Catalog and submit their request?
A. Knowledge Base
B. Service Portal
C. Request Module
D. Technical Catalog - Answers - B. Service Portal
You cannot pause a change by placing it 'On hold' while it is in the _______ state.
A. Assess
B. Authorize
C. New
D. Implement - Answers - C. New
(Utah) What can administrators use in the Service Catalog to simplify the complex multi-
form input-taking experience?
, A. Custom actions
B. Service Catalog Wizards
C. Catalog Builder
D. Declarative actions - Answers - B. Service Catalog Wizards
What are the temporary solutions that reduce or eliminate the effect of problems when a
full resolution is not yet available?
A. Known errors
B. Workarounds
C. Knowledge articles
D. Change requests - Answers - B. Workarounds
Which of the following indicates how successful each change model or type is?
A. Change Type Duration metric
B. Change Probability Calculated table
C. Change Model Success
D. Change Success Score - Answers - C. Change Model Success
What incident form view is displayed to the end-users?
A. VTB
B. Default view
C. Self Service
D. Workspace - Answers - C. Self Service
Which fields are mandatory when you click 'Accept Risk' on a problem record?
Select 2 Answers from the below options.
A. Cause notes
B. Close notes
C. Work notes
D. Risk accepted reason - Answers - A. Cause notes
D. Risk accepted reason
What state does the problem record return to when you click on the 'Re-Analyze' UI
action?
A. Root Cause Analysis
B. Assess
C. Fix in progress
D. New - Answers - A. Root Cause Analysis
