CIS-ITSM Exam Questions WITH
VERIFIED 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] - ....🔰VERIFIED
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 - ....🔰VERIFIED 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 - ....🔰VERIFIED 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 - ....🔰VERIFIED 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 - ....🔰VERIFIED 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 - ....🔰VERIFIED 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 - ....🔰VERIFIED 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 - ....🔰VERIFIED 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 - ....🔰VERIFIED 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 - ....🔰VERIFIED
ANSWERS.... ✔✔D. By using the human readable URLs capability
VERIFIED 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] - ....🔰VERIFIED
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 - ....🔰VERIFIED 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 - ....🔰VERIFIED 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 - ....🔰VERIFIED 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 - ....🔰VERIFIED 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 - ....🔰VERIFIED 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 - ....🔰VERIFIED 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 - ....🔰VERIFIED 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 - ....🔰VERIFIED 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 - ....🔰VERIFIED
ANSWERS.... ✔✔D. By using the human readable URLs capability
