CIS-ITSM EXAM AND PRACTICE TEST
QUESTIONS AND CORRECT VERIFIED
ANSWERS
Q-002. Which field from the configuration item will automatically
populate in the Assignment group field of an incident record?
A. Managed by
B. Support group
C. Approval group
D. Change group - ANSWER>>B. Support group
Q-003. 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>>B. State model
C. State transition conditions
E. State transitions
Q-004. When is a change task for Post Implementation Review
created for an unauthorized change?
A. When the change request moves to Close
B. When a change manager accepts the change
C. When the change request moves to a state of Review
,D. When the change request moves to a state of Assess - ANSWER>>C.
When the change request moves to a state of Review
Q-005. Which should be used to explore the entire hierarchy and table
definitions of the Configuration Management Database Classes?
A. Reports
B. CI Class Manager
C. Application Menus
D. Dependency View - ANSWER>>B. CI Class Manager
Q-006. 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>>B. Apply a requirement
to all form views
Q-007. Which type of catalog item should be used to create an
incident record from the portal?
A. Incident Template
B. Request Item
C. Order Guide
D. Record Producer - ANSWER>>D. Record Producer
Q-008. Which incident management roles are activated by installing
the ITSM Roles plugin (com.snc.itsm.roles)? (Choose two.)
A. sn_incident_read
B. itsm_incident_read
,C. incident_manager
D. sn_incident_write
E. itsm_incident_write - ANSWER>>A. sn_incident_read
D. sn_incident_write
Q-009. 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?
A. Update the sys_popup view for the user table
B. Update the sys_quick view for the caller table
C. Update the sys_popup view for the caller table
D. Update the sys_quick view for the user table - ANSWER>>A.
Update the sys_popup view for the user table
Q-010. 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?
A. Internal/External Highlighting
B. Search as User
C. Show User Viewable
D. User Only View - ANSWER>>B. Search as User
, Q-011. 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?
A. Edit in Catalog Item Designer
B. Edit in Item Designer
C. Edit in Catalog Builder
D. Edit in Form Designer - ANSWER>>C. Edit in Catalog Builder
Q-012. 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.
What could you do on the incident form, for the Assignment Group
field, to resolve this issue?
A. Add a UI action to hide the Network CAB group from the list
B. Add a UI action to provide an error message if the Network CAB
group is selected
C. Add Dictionary Override to specify the Incident group Reference
Qualifier
D. Modify the choice list to include only the appropriate group types -
ANSWER>>C. Add Dictionary Override to specify the Incident group
Reference Qualifier
Q-013. Which Agent workspace feature gives agents automatic search
results that show possible solutions for records they open?
A. Chat Bot
B. Related Search Results
C. Knowledge Bases
QUESTIONS AND CORRECT VERIFIED
ANSWERS
Q-002. Which field from the configuration item will automatically
populate in the Assignment group field of an incident record?
A. Managed by
B. Support group
C. Approval group
D. Change group - ANSWER>>B. Support group
Q-003. 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>>B. State model
C. State transition conditions
E. State transitions
Q-004. When is a change task for Post Implementation Review
created for an unauthorized change?
A. When the change request moves to Close
B. When a change manager accepts the change
C. When the change request moves to a state of Review
,D. When the change request moves to a state of Assess - ANSWER>>C.
When the change request moves to a state of Review
Q-005. Which should be used to explore the entire hierarchy and table
definitions of the Configuration Management Database Classes?
A. Reports
B. CI Class Manager
C. Application Menus
D. Dependency View - ANSWER>>B. CI Class Manager
Q-006. 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>>B. Apply a requirement
to all form views
Q-007. Which type of catalog item should be used to create an
incident record from the portal?
A. Incident Template
B. Request Item
C. Order Guide
D. Record Producer - ANSWER>>D. Record Producer
Q-008. Which incident management roles are activated by installing
the ITSM Roles plugin (com.snc.itsm.roles)? (Choose two.)
A. sn_incident_read
B. itsm_incident_read
,C. incident_manager
D. sn_incident_write
E. itsm_incident_write - ANSWER>>A. sn_incident_read
D. sn_incident_write
Q-009. 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?
A. Update the sys_popup view for the user table
B. Update the sys_quick view for the caller table
C. Update the sys_popup view for the caller table
D. Update the sys_quick view for the user table - ANSWER>>A.
Update the sys_popup view for the user table
Q-010. 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?
A. Internal/External Highlighting
B. Search as User
C. Show User Viewable
D. User Only View - ANSWER>>B. Search as User
, Q-011. 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?
A. Edit in Catalog Item Designer
B. Edit in Item Designer
C. Edit in Catalog Builder
D. Edit in Form Designer - ANSWER>>C. Edit in Catalog Builder
Q-012. 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.
What could you do on the incident form, for the Assignment Group
field, to resolve this issue?
A. Add a UI action to hide the Network CAB group from the list
B. Add a UI action to provide an error message if the Network CAB
group is selected
C. Add Dictionary Override to specify the Incident group Reference
Qualifier
D. Modify the choice list to include only the appropriate group types -
ANSWER>>C. Add Dictionary Override to specify the Incident group
Reference Qualifier
Q-013. Which Agent workspace feature gives agents automatic search
results that show possible solutions for records they open?
A. Chat Bot
B. Related Search Results
C. Knowledge Bases
