ITSM CIS Practice Exam Latest Updated
Solved 100% Graded A+
What feature would you recommend?
A. Change CAB Dashboard
B. CMDB Health Dashboard
C. CAB Taskboard
D. Change Overview
E. CAB Workbench - ANSWER-E. CAB Workbench
A change user complains that with the new Preapproved tab, they have to search
through many options to find the Reboot Windows Server change. Since they use this
change several times per day, it is inconvenient. What should you suggest to make it
easier for the change user?
A. Use the Pin feature
B. Make a Favorite
C. Use the keyword search
D. Drag the change tile to the Navigation pane - ANSWER-A. Use the Pin feature
(Pg. 397)
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
(Pg. 266)
A customer wants to add a new Catalog Item to the Service Catalog.
What process would be used to ensure the new item is authorized?
A. Fulfillment Management
,B. Release Management
C. Configuration Management
D. Change Management
E. Catalog Management - ANSWER-D. Change Management
(Gonna be real with you it could also be A. Unsure)
A manager wants to run a report on the Computer catalog items, to see how many
requests are being made for the add on extra memory, as compared with those
requiring only the base memory. How would you meet this requirement?
A. Build report on SC Task table, Group by Variables for Computer > Extra memory
B. Build report on Requested Item table, Group by Variables for Computer > Extra
memory
C. Build report on Task table, Group by Variables for Computer > Extra memory
D. Build report on Request table, Group by Variables for Computer > Extra memory
E. Build report on Catalog Item table, Group by Variables for Computer > Extra memory
- ANSWER-B. Build report on Requested Item table, Group by Variables for Computer >
Extra memory
A new Problem Coordinator accidentally created several problem investigations that
need to be deleted.
What role is required to delete a problem record?
A. sn_problem_delete
B. itil_manager
C. problem_manager
D. problem_admin
E. problem_coordinator - ANSWER-D. problem_admin
(Pg.337)
A new problem manager wants a high level view of the activities in problem
management.What module do you recommend?
A. Problem > Homepage
B. Problem > Overview
C. ITIL Manager > Homepage
D. Problem > Process Health Dashboard
E. Problem > Dashboard - ANSWER-B. Problem > Overview
A new problem manager wants to know how to create reports for monitoring problem
management activities. What do you recommend they do before creating new reports?
A. Submit a New Report Request via the service catalog
B. Take the Performance Analytics fundamentals course
,C. Go to Reports > View/Run > All, then search for Problem reports
D. Submit a request for the sn_report_creator role
E. Turn on data collection jobs - ANSWER-C. Go to Reports > View/Run > All, then
search for Problem reports
A problem investigation had been previously closed, because the risk was accepted, in
favor of using the workaround, instead of applying the fix. After a couple of weeks, the
issue starts to occur more frequently, so management wants to re-visit the root cause
analysis.
What would be the next step for this problem?
A. If 7 days has passed, since the Problem was closed, it cannot be re-opened
B. Problem Manager clicks Re-Analyze on the Problem record
C. Problem Assignee clicks Re-Open on the Problem record
D. Administrator clicks Re-Open on the Problem Record - ANSWER-B. Problem
Manager clicks Re-Analyze on the Problem record
A problem record is the Parent to what record?
A. Known Error
B. Workaround
C. Major Incident
D. Problem Task
E. Related Incidents - ANSWER-D. Problem Task
A tester has submitted a bug report, because at no point in the Problem lifecycle, does
the Create Known Error article link appear under Related Links. Also, they notice there
is no Known Error knowledge base in the instance.
What might be the cause of this?
A. The Problem Management Best Practice - Madrid - Knowledge Integration plugin has
not been activated
B. The customer did not pay the bill for Knowledge management
C. Tester is not impersonating Problem Coordinator
D. The sn_known_error_write role is required to see the Create Known Error article link
E. The requirement was not in the stories - ANSWER-A. The Problem Management
Best Practice - Madrid - Knowledge Integration plugin has not been activated
(Pg. 357)
A tester reports a bug, because they submitted a Known Error article from a Problem
record, but it is not visible from the Known Error database. What could cause this?
A. The article is in draft state, but has not been published
B. The Problem Management Best Practice - Madrid - Knowledge Integration plugin has
not been activated
, C. The user criteria on the knowledge base is incorrect
D. The tester is not impersonating an itil user - ANSWER-A. The article is in draft state,
but has not been published
A tester wants to submit a bug report, because they are not able to see the
Communicate Fix link under the Related Links on the Problem form.What do you
recommend that they confirm, before submitting the bug report? (Choose two.)
A. Tester is impersonating a user with communications.manager role
B. Tester is impersonating the assignee, which has the problem_coordinator role
C. Tester is impersonating a user with problem_coordinator role
D. The Fix notes field is filled in and saved - ANSWER-B. Tester is impersonating the
assignee, which has the problem_coordinator role
D. The Fix notes field is filled in and saved
(Pg. 337)
A user wants to know what makes the Known Error knowledge base in ServiceNow
different from all other knowledge bases. How should you respond?
A. The Known Error knowledge base documents problems that are under investigation,
but not yet have a root cause
B. Only users with sn_known_error_write can create Known Error articles
C. Users with sn_problem_write can create known error articles, but not articles for
other knowledge bases
D. The Known Error knowledge articles use a template, which includes the Workaround
and the Cause - ANSWER-D. The Known Error knowledge articles use a template,
which includes the Workaround and the Cause
As of Quebec, Problem task records will move automatically from one state, to another
state, provided the required fields are filled. What are those states?
A. Assess to Work in Progress
B. On Hold to Work in Progress
C. New to Assess
D. Draft to Assess
E. Work in Progress to Closed - ANSWER-C. New to Assess
(Pg. 353)
At which level can the type of knowledge feedback be enabled or disabled?
A. Knowledge base
B. Knowledge article
C. Knowledge category
D. Knowledge article template - ANSWER-A. Knowledge base
Solved 100% Graded A+
What feature would you recommend?
A. Change CAB Dashboard
B. CMDB Health Dashboard
C. CAB Taskboard
D. Change Overview
E. CAB Workbench - ANSWER-E. CAB Workbench
A change user complains that with the new Preapproved tab, they have to search
through many options to find the Reboot Windows Server change. Since they use this
change several times per day, it is inconvenient. What should you suggest to make it
easier for the change user?
A. Use the Pin feature
B. Make a Favorite
C. Use the keyword search
D. Drag the change tile to the Navigation pane - ANSWER-A. Use the Pin feature
(Pg. 397)
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
(Pg. 266)
A customer wants to add a new Catalog Item to the Service Catalog.
What process would be used to ensure the new item is authorized?
A. Fulfillment Management
,B. Release Management
C. Configuration Management
D. Change Management
E. Catalog Management - ANSWER-D. Change Management
(Gonna be real with you it could also be A. Unsure)
A manager wants to run a report on the Computer catalog items, to see how many
requests are being made for the add on extra memory, as compared with those
requiring only the base memory. How would you meet this requirement?
A. Build report on SC Task table, Group by Variables for Computer > Extra memory
B. Build report on Requested Item table, Group by Variables for Computer > Extra
memory
C. Build report on Task table, Group by Variables for Computer > Extra memory
D. Build report on Request table, Group by Variables for Computer > Extra memory
E. Build report on Catalog Item table, Group by Variables for Computer > Extra memory
- ANSWER-B. Build report on Requested Item table, Group by Variables for Computer >
Extra memory
A new Problem Coordinator accidentally created several problem investigations that
need to be deleted.
What role is required to delete a problem record?
A. sn_problem_delete
B. itil_manager
C. problem_manager
D. problem_admin
E. problem_coordinator - ANSWER-D. problem_admin
(Pg.337)
A new problem manager wants a high level view of the activities in problem
management.What module do you recommend?
A. Problem > Homepage
B. Problem > Overview
C. ITIL Manager > Homepage
D. Problem > Process Health Dashboard
E. Problem > Dashboard - ANSWER-B. Problem > Overview
A new problem manager wants to know how to create reports for monitoring problem
management activities. What do you recommend they do before creating new reports?
A. Submit a New Report Request via the service catalog
B. Take the Performance Analytics fundamentals course
,C. Go to Reports > View/Run > All, then search for Problem reports
D. Submit a request for the sn_report_creator role
E. Turn on data collection jobs - ANSWER-C. Go to Reports > View/Run > All, then
search for Problem reports
A problem investigation had been previously closed, because the risk was accepted, in
favor of using the workaround, instead of applying the fix. After a couple of weeks, the
issue starts to occur more frequently, so management wants to re-visit the root cause
analysis.
What would be the next step for this problem?
A. If 7 days has passed, since the Problem was closed, it cannot be re-opened
B. Problem Manager clicks Re-Analyze on the Problem record
C. Problem Assignee clicks Re-Open on the Problem record
D. Administrator clicks Re-Open on the Problem Record - ANSWER-B. Problem
Manager clicks Re-Analyze on the Problem record
A problem record is the Parent to what record?
A. Known Error
B. Workaround
C. Major Incident
D. Problem Task
E. Related Incidents - ANSWER-D. Problem Task
A tester has submitted a bug report, because at no point in the Problem lifecycle, does
the Create Known Error article link appear under Related Links. Also, they notice there
is no Known Error knowledge base in the instance.
What might be the cause of this?
A. The Problem Management Best Practice - Madrid - Knowledge Integration plugin has
not been activated
B. The customer did not pay the bill for Knowledge management
C. Tester is not impersonating Problem Coordinator
D. The sn_known_error_write role is required to see the Create Known Error article link
E. The requirement was not in the stories - ANSWER-A. The Problem Management
Best Practice - Madrid - Knowledge Integration plugin has not been activated
(Pg. 357)
A tester reports a bug, because they submitted a Known Error article from a Problem
record, but it is not visible from the Known Error database. What could cause this?
A. The article is in draft state, but has not been published
B. The Problem Management Best Practice - Madrid - Knowledge Integration plugin has
not been activated
, C. The user criteria on the knowledge base is incorrect
D. The tester is not impersonating an itil user - ANSWER-A. The article is in draft state,
but has not been published
A tester wants to submit a bug report, because they are not able to see the
Communicate Fix link under the Related Links on the Problem form.What do you
recommend that they confirm, before submitting the bug report? (Choose two.)
A. Tester is impersonating a user with communications.manager role
B. Tester is impersonating the assignee, which has the problem_coordinator role
C. Tester is impersonating a user with problem_coordinator role
D. The Fix notes field is filled in and saved - ANSWER-B. Tester is impersonating the
assignee, which has the problem_coordinator role
D. The Fix notes field is filled in and saved
(Pg. 337)
A user wants to know what makes the Known Error knowledge base in ServiceNow
different from all other knowledge bases. How should you respond?
A. The Known Error knowledge base documents problems that are under investigation,
but not yet have a root cause
B. Only users with sn_known_error_write can create Known Error articles
C. Users with sn_problem_write can create known error articles, but not articles for
other knowledge bases
D. The Known Error knowledge articles use a template, which includes the Workaround
and the Cause - ANSWER-D. The Known Error knowledge articles use a template,
which includes the Workaround and the Cause
As of Quebec, Problem task records will move automatically from one state, to another
state, provided the required fields are filled. What are those states?
A. Assess to Work in Progress
B. On Hold to Work in Progress
C. New to Assess
D. Draft to Assess
E. Work in Progress to Closed - ANSWER-C. New to Assess
(Pg. 353)
At which level can the type of knowledge feedback be enabled or disabled?
A. Knowledge base
B. Knowledge article
C. Knowledge category
D. Knowledge article template - ANSWER-A. Knowledge base
