CIS-ITSM Certified Implementation Specialist - IT Service Management Questions and Answers

Which of the following are valid values in the "Action Type" field of the Inbound Email Action? (Choose two.)

Once the change request's state changes to "Review", the user should fill the mandatory fields in the review form.

In record producers, you can map a variable to encrypted fields.

Which of the following ways can be used to detect problems? (Choose all that apply.)

What is the intent of the Watch List in some notifications?

What is the module name that is used to access configuration base items?

Which module is used to view a list of Knowledge Bases?

Which of the following statements reflects when the Actual start and Actual end date fields are populated on a change request?

Actual start is set when the _____________.

Which feature may be used to track trends related to the average resolution time by priority for Incidents compared to other customers in the same

industry / number of users / region?

Which of the following is set as the default value for Category in Incident form?

Which of the following reports are available for incidents in the baseline instance? (Choose three.)

In the baseline configuration, Service Level Agreements use percentages of SLA Duration to determine when to send Breach Warnings and Breach Notice

notifications.

What should you do in order to edit the template used to populate fields of known error article created from a problem?

The "Assigned to me" button will validate if the current user is a member of the Assignment Group.

In Problem Management, which role is required to delete a problem record?

When does the Actual End Date get auto-populated in the change request form?

It is possible to use the same categories for both incidents and problems.

Catalog UI Policies may be applied to _____________. (Choose two.)

Which table can be used to build a report to see which knowledge articles are no longer viewed by users?

The Close Incident button doesn't appear for itil users.

Which module to use in order to change the default behavior of "Communicate Workaround" in problems?

REVIEW

Which key performance indicators can be influenced by effective Problem

Management? Select all that apply.

A Requested Item may be associated with one or more Requests.

Which of the following are valid ways to change a problem's state to Closed? (Choose all that apply.)

Which of the following can be used to standardize the body of outbound email notifications?

A customer has a requirement to include a Catalog Item to order Microsoft Access in several Categories so that users can find it easily. What is the best

way to do this?

Which of the following roles can delete a problem task? (Choose all that apply.)

Which of the following ITIL terms refers to the cause of one or more incidents that is typically unknown at the time of detection?

Which of the following roles can delete a catalog?

In the baseline instance configuration for Incident Management, when Impact = 3 - Low and Urgency = 3 Low, the Priority will be set to 5 - Planning.

The customer requirement is to set the Priority to 4 - Low, given these Impact and Urgency settings

Where should this be changed in the platform?

Inbound Actions can be configured to enable creating or updating problems.

Which of the following user feedback actions are stored in kb_feedback table? (Choose all that apply.)

Primary tables associated with Request Fulfillment begin with the prefix __________.

What will be the next state when the "Request Approval" button is clicked in normal change form?

What is the purpose of "Search As" field in the contextual search table configuration?

The Standard Change Template [std_change_record_producer] table is extended from the _____________ table.

Map to field functionality is NOT supported for variables added inside a variable set.

What is the purpose of "Cascade Variables" checkbox in order guide?

The purpose of "CAB Required" checkbox in the change request form is to determine whether the workflow will send approval task to the CAB group.

For each Requested Item, a _________ enables the approval and delivery of that Item.

Which of the following modules can be used to define incident priority rules?

Which of the following are valid states for Normal Change requests? (Choose all that apply.)

In the baseline configuration of Change Management, which fields are included when the Copy Change UI action is used to copy a Change Request?

Which of the following actions on the Incident table require the itil_admin role?

A user with role catalog_admin can manage user criteria.

By default, CAB Approval is only requested for normal changes with moderate to high risk.

Which type of Service Catalog component allows a user to describe their needs, choose options, and then check out ordering multiple items at once

according to their selections?

What is the minimum number of members in a group?

Poorly managed and unplanned Changes often create high volumes of _________?

Which of the following is NOT a valid option in the Type field in the Catalog Client Script form?

The contextual search feature allows end users to see related knowledge articles, catalog items, resolved incidents and resolved problems to help them solve their problem before they raise an incident.

Which module to use in order to modify the field mapping of the Known Error articles?

In the baseline platform configuration, when a Knowledge Article is flagged by a user as being incomplete or incorrect, a notification is sent to the Knowledge

Base Owner.

In Change Management, manually added Change Tasks allow the Change owner to maintain accountability for a Change Request while assigning the

individual implementation steps to other groups or individuals.

According to ServiceNow, ChangeRequestStateModel_standard script include is meant to be modified by customers.

If a script include has SNC in its name, it means it is safe to edit these script includes and upgrade will not be affected.

Which plugin should be activated to enable Article Versioning in Knowledge Management?

Which of the following CANNOT be performed by catalog_manager role?

Which of the following ways can be used to create configuration items? (Choose all that apply.)

Which type of records use the default Variables Editor (formatter) to display Catalog Item Variables on a form?

The calculation of incident priority is based on both impact and urgency fields.

Once an Incident is placed in a Resolved State, the Caller may no longer re-open the Incident.