CIS ITSM EXAM QUESTIONS AND ANSWERS
Given the class structure shown below, which types of CIs will be included in a report
run against the cmdb_ci_computer table? - Answers - CIs defined directly in
cmdb_ci_computer and all child classes
Which field from the configuration item will automatically populate in the Assignment
group field of an incident record? - Answers - Support group
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 - Answers - B. State model
C. State transition conditions
E. State transitions
When is a change task for Post Implementation Review created for an unauthorized
change? - Answers - When the change request moves to a state of Review
Which should be used to explore the entire hierarchy and table definitions of the
Configuration Management Database Classes? - Answers - CI Class Manager
Which of the following cannot be defined or set through a Catalog UI Policy? - Answers
- Apply a requirement to all form views
Which type of catalog item should be used to create an incident record from the portal?
- Answers - Record Producer
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 - Answers - A. sn_incident_read
D. sn_incident_write
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? - Answers - Update the sys_popup view
for the user table
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? - Answers - Search as User
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? - Answers - Edit
in Catalog Builder
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 ChangeThe Network
CAB group record has the Group type: ChangeWhat could you do on the incident form,
for the Assignment Group field, to resolve this issue? - Answers - Add Dictionary
Override to specify the Incident group Reference Qualifier
Which Agent workspace feature gives agents automatic search results that show
possible solutions for records they open? - Answers - Agent Assist
Which capability provides visibility to data joined between multiple tables? - Answers -
Database Views
What tools are available to the assignee to help resolve an Incident? (Choose two.)
A. Knowledge Articles
B. Workarounds
C. CI Class Manager
D. Incident Overview Dashboard
E. Enterprise CMDB Dashboard
Hide Solution - Answers - A. Knowledge Articles
B. Workarounds
When using Inbound Email Actions, what happens if an email is received which has no
watermark or reference number? - Answers - New incident created from the message
Under what circumstances, should you use the Communicate workaround Related Link
on the Problem record? - Answers - The workaround is helpful information for the
Callers on the Problem's related Incidents (open)
Which interface is designed for tier 1 IT agents who solve internal or external customer
issues? - Answers - IT Service Management Workspace (Agent Workspace)
, When using Agent assist in the Agent workspace, what are examples of possible
solutions can be automatically searched and displayed? (Choose five.)
A. Runbook Actions
B. Knowledge
C. SQL Queries
D. Problems
E. Changes
F. Cases
G. Incidents - Answers - B. Knowledge
D. Problems
E. Changes
F. Cases
G. Incidents
Which module is a useful starting point for a manager to view current state operational
information for Incident management? - Answers - Incident > Overview
The Problem table is extended from what table? - Answers - Task
The Problem Manager wants the Problem Coordinators to be able to Re-analyze a
Completed Problem.Which module could they use to make this change? - Answers -
Problem > Administration » Problem Properties
Your Problem Manager has a structured problem management process, which includes
a final review of the solution implemented and of the data regarding incident reduction.
When a problem is resolved, after implementing a fix, they want the Post Fix Review
task to be automatically created and assigned to the Problem assignee.What feature
would you use to meet this requirement? - Answers - Flow Designer
Your customer needs help defining Category values for the Problem records. What
approach should you suggest? (Choose two.)
A. Re-use existing categories from legacy systems
B. Define categories based on the customer's CMDB classes
C. Re-use existing categories from incident management
D. Define categories based on ITIL problem taxonomy
Reveal Solution - Answers - B. Define categories based on the customer's CMDB
classes
C. Re-use existing categories from incident management
When a user clicks on the Communicate fix UI action on the Problem form, what
happens? - Answers - Fix is written to the Work notes field on any Incident associated
with the problem, which is Active
Users with which role can Communicate a workaround or fix? (Choose two.)
A. itil_admin
Given the class structure shown below, which types of CIs will be included in a report
run against the cmdb_ci_computer table? - Answers - CIs defined directly in
cmdb_ci_computer and all child classes
Which field from the configuration item will automatically populate in the Assignment
group field of an incident record? - Answers - Support group
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 - Answers - B. State model
C. State transition conditions
E. State transitions
When is a change task for Post Implementation Review created for an unauthorized
change? - Answers - When the change request moves to a state of Review
Which should be used to explore the entire hierarchy and table definitions of the
Configuration Management Database Classes? - Answers - CI Class Manager
Which of the following cannot be defined or set through a Catalog UI Policy? - Answers
- Apply a requirement to all form views
Which type of catalog item should be used to create an incident record from the portal?
- Answers - Record Producer
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 - Answers - A. sn_incident_read
D. sn_incident_write
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? - Answers - Update the sys_popup view
for the user table
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? - Answers - Search as User
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? - Answers - Edit
in Catalog Builder
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 ChangeThe Network
CAB group record has the Group type: ChangeWhat could you do on the incident form,
for the Assignment Group field, to resolve this issue? - Answers - Add Dictionary
Override to specify the Incident group Reference Qualifier
Which Agent workspace feature gives agents automatic search results that show
possible solutions for records they open? - Answers - Agent Assist
Which capability provides visibility to data joined between multiple tables? - Answers -
Database Views
What tools are available to the assignee to help resolve an Incident? (Choose two.)
A. Knowledge Articles
B. Workarounds
C. CI Class Manager
D. Incident Overview Dashboard
E. Enterprise CMDB Dashboard
Hide Solution - Answers - A. Knowledge Articles
B. Workarounds
When using Inbound Email Actions, what happens if an email is received which has no
watermark or reference number? - Answers - New incident created from the message
Under what circumstances, should you use the Communicate workaround Related Link
on the Problem record? - Answers - The workaround is helpful information for the
Callers on the Problem's related Incidents (open)
Which interface is designed for tier 1 IT agents who solve internal or external customer
issues? - Answers - IT Service Management Workspace (Agent Workspace)
, When using Agent assist in the Agent workspace, what are examples of possible
solutions can be automatically searched and displayed? (Choose five.)
A. Runbook Actions
B. Knowledge
C. SQL Queries
D. Problems
E. Changes
F. Cases
G. Incidents - Answers - B. Knowledge
D. Problems
E. Changes
F. Cases
G. Incidents
Which module is a useful starting point for a manager to view current state operational
information for Incident management? - Answers - Incident > Overview
The Problem table is extended from what table? - Answers - Task
The Problem Manager wants the Problem Coordinators to be able to Re-analyze a
Completed Problem.Which module could they use to make this change? - Answers -
Problem > Administration » Problem Properties
Your Problem Manager has a structured problem management process, which includes
a final review of the solution implemented and of the data regarding incident reduction.
When a problem is resolved, after implementing a fix, they want the Post Fix Review
task to be automatically created and assigned to the Problem assignee.What feature
would you use to meet this requirement? - Answers - Flow Designer
Your customer needs help defining Category values for the Problem records. What
approach should you suggest? (Choose two.)
A. Re-use existing categories from legacy systems
B. Define categories based on the customer's CMDB classes
C. Re-use existing categories from incident management
D. Define categories based on ITIL problem taxonomy
Reveal Solution - Answers - B. Define categories based on the customer's CMDB
classes
C. Re-use existing categories from incident management
When a user clicks on the Communicate fix UI action on the Problem form, what
happens? - Answers - Fix is written to the Work notes field on any Incident associated
with the problem, which is Active
Users with which role can Communicate a workaround or fix? (Choose two.)
A. itil_admin
