ITSM CIS PRACTICE QUESTIONS AND ANSWERS
What types of CI's will be included in a report run against the cmdb_ci_computer table?
A. Just CIs defined directly in cmdb_ci_computer
B. CIs defined directly in cmdb_ci_computer and all parent classes
C. CIs defined directly in cmdb_ci_computer and all child classes - Answers - C. CI's
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?
A. Managed by
B. Support group
C. Approval group
D. Change group - Answers - B. Support group
(Pg. 290)
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
(Pg. 398)
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 - Answers - D. Record Producer
(Pg. 138)
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?
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 - Answers - A. Update the sys_popup
view for the user table
(Pg. 266)
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 - Answers - B. Search as User
(Pg. 270)
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 - Answers - C. When the
change request moves to a state of Review
(Pg. 454)
,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 - Answers - B. CI Class Manager
(Pg. 33)
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 - Answers - B. Apply a requirement to all form views
(Pg.148)
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 - Answers - C. Edit in Catalog Builder
(Pg. 134)
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?
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 - Answers - C. Add
Dictionary Override to specify the incident group Reference Qualifier
(Pg. 291)
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
D. Intelligent Agent
E. Agent Assist - Answers - E. Agent Assist
(Pg. 319)
Which capability provides visibility to data joined between multiple tables?
A. Database Views
B. Metric Tables
C. Published Reports
D. Custom Tables
E. Breakdown Sources - Answers - A. Database Views
(Pg. 201)
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 - Answers - A. Knowledge Articles
B. Workarounds
(Pg. 251)
When using Inbound Email Actions, what happens if an email is received which has no
watermark or reference number?
A. New incident created from the message
B. New interaction is created from the message
C. Email is rejected and auto-reply sent to sender
D. New case is created from the message - Answers - A. New incident is created from
the message
(Pg. 264)
Under what circumstances, should you use the Communicate workaround Related Link
on the Problem record?
A. The workaround is helpful information for the Callers on the Problem's related
Incidents (open)
B. The workaround should be published to a knowledge article, visible from the portal
What types of CI's will be included in a report run against the cmdb_ci_computer table?
A. Just CIs defined directly in cmdb_ci_computer
B. CIs defined directly in cmdb_ci_computer and all parent classes
C. CIs defined directly in cmdb_ci_computer and all child classes - Answers - C. CI's
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?
A. Managed by
B. Support group
C. Approval group
D. Change group - Answers - B. Support group
(Pg. 290)
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
(Pg. 398)
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 - Answers - D. Record Producer
(Pg. 138)
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?
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 - Answers - A. Update the sys_popup
view for the user table
(Pg. 266)
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 - Answers - B. Search as User
(Pg. 270)
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 - Answers - C. When the
change request moves to a state of Review
(Pg. 454)
,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 - Answers - B. CI Class Manager
(Pg. 33)
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 - Answers - B. Apply a requirement to all form views
(Pg.148)
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 - Answers - C. Edit in Catalog Builder
(Pg. 134)
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?
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 - Answers - C. Add
Dictionary Override to specify the incident group Reference Qualifier
(Pg. 291)
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
D. Intelligent Agent
E. Agent Assist - Answers - E. Agent Assist
(Pg. 319)
Which capability provides visibility to data joined between multiple tables?
A. Database Views
B. Metric Tables
C. Published Reports
D. Custom Tables
E. Breakdown Sources - Answers - A. Database Views
(Pg. 201)
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 - Answers - A. Knowledge Articles
B. Workarounds
(Pg. 251)
When using Inbound Email Actions, what happens if an email is received which has no
watermark or reference number?
A. New incident created from the message
B. New interaction is created from the message
C. Email is rejected and auto-reply sent to sender
D. New case is created from the message - Answers - A. New incident is created from
the message
(Pg. 264)
Under what circumstances, should you use the Communicate workaround Related Link
on the Problem record?
A. The workaround is helpful information for the Callers on the Problem's related
Incidents (open)
B. The workaround should be published to a knowledge article, visible from the portal
