CIS-ITSM. Mock Test 3
Your customer wants to use Incident Tasks on Incident records. But for efficiency
reasons, they want to automatically close all Incident Tasks when the parent Incident is
closed or cancelled. How could you meet this requirement?
Choose 2 answers
A. On Incident Properties, for Autoclose Incident Tasks, select Yes
B. Edit system property com.snc. incident. auto close. based on. resolved at
C. On Incident Properties, for Close open Incident Tasks when Incident is closed or
canceled, select Yes
D. Enable system property com.snc. incident_ task. closure - answer Answers:
C. On Incident Properties, for Close open Incident Tasks when Incident is closed or
canceled, select Yes
D. Enable system property com.snc.incident_task.closure
Incident management includes limited functionality for what advanced reporting
capability?
A. Analytics Dashboards
B. Performance Analytics
C. Machine Learning Metrics
D. KPI Reports - answerAnswer:
B. Performance Analytics
Your client indicates they would like a way to designate VIP callers on an incident form.
How would you accomplish this?
A. VIP Flag dictionary entry
B. VIP Flash action script
C. VIP Flag field style
D. VIP Flag reference decorator - answerAnswer:
C. VIP Flag field style
What happens if an agent hovers over the reference icon next to the caller field on an
incident record and there is not a sys_popup view defined for the [sys_user] table?
A. The default view of the User form is displayed
B. An error is displayed
,C. Only dot-walked fields will be displayed
D. There will be no reference icon if there is no sys_popup defined - answerAnswer:
A. The default view of the User form is displayed
If the Assignment group is empty on an incident record, what happens when an agent
that is member of multiple user groups clicks the Assign to me UI action?
A. An error is displayed indicating the agent must manually assign the incident
B. The agent is prompted to select the Assignment group
C. The Assignment group field automatically populates with the agent's primary group
D. The Assignment group field will not populate - answerAnswer:
B. The agent is prompted to select the Assignment group
Where are the timeframe conditions for sending an SLA breach warning notification
defined?
A. SLA definition record
B. Default SLA flow
C. SLA Properties application
D. SLA trigger conditions - answerAnswer:
B. Default SLA flow
Your customer wants to give secure access to business users to view problem records
and reports for the products they support. When you install the ITSM roles plugin, what
additional problem role is installed to support this requirement?
A. sn_business_user
B. sn_problem_read
C. sn_service_owner
D. sn_problem_write
E. sn_problem_business_user - answerAnswer:
B. sn_problem_read
A new Problem Coordinatior 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 - answerAnswer:
D. problem_admin
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.
A. The Problem Management Best Practice - Madrid - Knowledge Integration plugin has
not been activated
B. The customer did not play 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 - answerAnswer:
A. The Problem Management Best Practice - Madrid - Knowledge Integration plugin has
not been activated
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 - answerAnswer:
B. Problem > Overview
Why don't Problem records automatically move from Resolved to Closed after the fix is
implemented?
A. It is designed to follow the ITIL4 standard
B. There is a scheduled job that automatically moves Resolved problems to Closed
after 7 days
C. There is no Closed state. Problem records are moved to Completed
D. It is good practice to monitor fixes implemented, to ensure the underlying issues are
resolved, before closing a problem record - answerAnswer:
D. It is good practice to monitor fixes implemented, to ensure the underlying issues are
resolved, before closing a problem record
In the life of a Problem record, there are opportunities to click the Re-Analyze button
and move backwards in the lifecycle.
Your customer wants to use Incident Tasks on Incident records. But for efficiency
reasons, they want to automatically close all Incident Tasks when the parent Incident is
closed or cancelled. How could you meet this requirement?
Choose 2 answers
A. On Incident Properties, for Autoclose Incident Tasks, select Yes
B. Edit system property com.snc. incident. auto close. based on. resolved at
C. On Incident Properties, for Close open Incident Tasks when Incident is closed or
canceled, select Yes
D. Enable system property com.snc. incident_ task. closure - answer Answers:
C. On Incident Properties, for Close open Incident Tasks when Incident is closed or
canceled, select Yes
D. Enable system property com.snc.incident_task.closure
Incident management includes limited functionality for what advanced reporting
capability?
A. Analytics Dashboards
B. Performance Analytics
C. Machine Learning Metrics
D. KPI Reports - answerAnswer:
B. Performance Analytics
Your client indicates they would like a way to designate VIP callers on an incident form.
How would you accomplish this?
A. VIP Flag dictionary entry
B. VIP Flash action script
C. VIP Flag field style
D. VIP Flag reference decorator - answerAnswer:
C. VIP Flag field style
What happens if an agent hovers over the reference icon next to the caller field on an
incident record and there is not a sys_popup view defined for the [sys_user] table?
A. The default view of the User form is displayed
B. An error is displayed
,C. Only dot-walked fields will be displayed
D. There will be no reference icon if there is no sys_popup defined - answerAnswer:
A. The default view of the User form is displayed
If the Assignment group is empty on an incident record, what happens when an agent
that is member of multiple user groups clicks the Assign to me UI action?
A. An error is displayed indicating the agent must manually assign the incident
B. The agent is prompted to select the Assignment group
C. The Assignment group field automatically populates with the agent's primary group
D. The Assignment group field will not populate - answerAnswer:
B. The agent is prompted to select the Assignment group
Where are the timeframe conditions for sending an SLA breach warning notification
defined?
A. SLA definition record
B. Default SLA flow
C. SLA Properties application
D. SLA trigger conditions - answerAnswer:
B. Default SLA flow
Your customer wants to give secure access to business users to view problem records
and reports for the products they support. When you install the ITSM roles plugin, what
additional problem role is installed to support this requirement?
A. sn_business_user
B. sn_problem_read
C. sn_service_owner
D. sn_problem_write
E. sn_problem_business_user - answerAnswer:
B. sn_problem_read
A new Problem Coordinatior 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 - answerAnswer:
D. problem_admin
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.
A. The Problem Management Best Practice - Madrid - Knowledge Integration plugin has
not been activated
B. The customer did not play 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 - answerAnswer:
A. The Problem Management Best Practice - Madrid - Knowledge Integration plugin has
not been activated
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 - answerAnswer:
B. Problem > Overview
Why don't Problem records automatically move from Resolved to Closed after the fix is
implemented?
A. It is designed to follow the ITIL4 standard
B. There is a scheduled job that automatically moves Resolved problems to Closed
after 7 days
C. There is no Closed state. Problem records are moved to Completed
D. It is good practice to monitor fixes implemented, to ensure the underlying issues are
resolved, before closing a problem record - answerAnswer:
D. It is good practice to monitor fixes implemented, to ensure the underlying issues are
resolved, before closing a problem record
In the life of a Problem record, there are opportunities to click the Re-Analyze button
and move backwards in the lifecycle.
