CIS-ITSM Questions and Answers

Creation and Classification

Investigation and Diagnosis

Resolution and Closure

Approval and Fulfillment

Authorize

Review

Assess

PIR

Implement

State changes to Implement. Actual end is set when the State changes to Review.

First Implementation Change Task is updated. Actual end is set when the final Implementation Change Task is Closed.

State changes to Implement. Actual end is set when the State changes to Closed.

State changes to Scheduled. Actual end is set when the State changes to Review.

True

False

True

False:

All implementation tasks for a specific Change

Approval and scheduling tasks for Normal Changes

Standard, administrative tasks common to all Normal Changes

Automated tasks to be completed by the System Scheduler

True

False

Closed Skipped

Work In Progress

New

Pending

Open

True

False

True

False

Knowledge Management Advanced Features

Knowledge Management Versioning

Knowledge Management Advanced Installer

None of the listed answers

Printers

Database Catalogs

Out-of-Band Devices

Network Gears

Cluster Nodes

Create Catalog Task

Maintain Catalog Item

Update Catalog.manager

Maintain Categories

Nobody can perform these operations even the admin.

Nobody can perform these operations except the admin and anyone specified by the admin.

Nobody can perform these operations except the admin and the knowledge admin.

Nobody can perform these operations except the admin.

To sends a monthly report to the author of an event with all the times an event was triggered during the month.

It allows an email to be sent to the user who triggered an event which caused a notification.

It sends a notification to the author of the event every time the event is triggered.

It allows certain users to subscribe to these notifications.

New, In Progress, On Hold

New, In Progress, On Hold, Resolved, Closed, Canceled

New, In Progress, Resolved

New, In Progress, On Hold, Resolved

True

False

In the variable set, check the "Record Producers" related list.

Check the Variable Sets Mapping table.

None of the listed answers.

In the variable set, check the "Included In" related list.

True

False

If checked, it automatically adds variables to all catalog items in an order guide with the same variable names in the order guide.

If checked, it prevents duplication of variable names in catalog items added to order guide.

If checked, it auto-populates catalog item variables with names similar to order guide variables.

If checked, it applies the same formatting used for order guide variables to all catalog items added to it.

Feedback

Social Q&A

Connect Chat

Collaboration

Configurations > UI Actions

System Policy > Script Actions

System Policy > UI Actions

Configurations > Script Actions

The Variables column can be added to list reports if variables are available for the selected table/data source.

Reports can be stacked by variables from a selected catalog item.

Database views are required to report on catalog item variables.

Reports can be grouped by variables from a selected catalog item.

kb_qa

kb_social

kb_social_qa_question

kb_social_qa

Label

Container Start

HTML

Lookup Select Box

IP Address

UI Page

True

False

Record Producer

Order Guide

Content Item

Catalog Item

CI Dependency

Relationship Type

CI Attribute

Related List

True

False

cab_manager

itil_admin

change_manager

None of the listed answers

Key Performance Indicator (KPI)

Metric

Database view

Audit

The auto-closure feature will be disabled.

The auto-closure feature will be disabled for incidents created in the future but will remain enabled for existing incidents.

The auto-closure feature will run based on the updated date.

The auto-closure feature will run based on the resolution date.

Select "Other" from the "Cart Layout" drop down list.

Uncheck the "Use cart layout" checkbox.

Open the catalog item using the "Admin View".

Check the "Use cart layout" check box.

Incident Resolution

Change Request

Problem

Service Request

Pending Approval

Rejected

Closet Incomplete

Approved

12

1

5

0

Reduction in the number of duplicate configuration items

Reduction in the time to fulfill requests

Reduction in the number of incidents caused by changes

Reduction in the time services are unavailable

True

False

System Policy > Inbound Email Actions

System Policy > Email > Inbound Actions

System Properties > Email Actions

System Properties > Email > Inbound Actions

Standard Changes do not require approvals

Templates can be used only for Standard Changes

Creation of a Standard Change Template requires approval

Standard Change Templates cannot include standard tasks

Set both 'No Quantity' and 'Omit Price in Cart' to true on the catalog item.

Cart options are set using system properties and can not be changed for individual items.

Set 'Use cart Layout ' to false on the Catalog Item and set both 'No Quantity' and 'Omit Price in Cart' to true.

Write a catalog client script for the item and use g_form.setDisplay() to hide each field.

True

False

Add the article to the featured content related list in a knowledge base.

Select the Featured check box in the article.

Add a new record to the "Featured Content" table.

Add a new record to "Knowledge Base Featured" table.

Time elapsed before the incident was closed.

Time elapsed since the last update on the incident.

Time elapsed since the last update by agent on the incident.

Time elapsed before the incident was resolved.

user_criteria_admin

None of the listed answers

catalog_admin

itil_admin

A vendor is actively investigating the problem.

The permanent for will be implemented in a future patch or release.

A change request is pending implementation.

The permanent fix is too costly and the documented workaround is sufficient.

cmdb_ci

base_ci

cmdb

ci

Post News or Post Knowledge UI Actions

Problem Create Knowledge Business Rule

Problem to Knowledge Transform Map

ProblemUtil Script Include

True

False

1

There is no upper limit to the number of columns a formatter can have.

2

3

Knowledge > Administration > Keywords

Knowledge > Administration > Search Log

Knowledge > Administration > Search History

Knowledge > Administration > Search

Record Producer

Order Guide

Content Item

Catalog Item

In the Standard Change Proposals Table, click "New" and submit the record.

Toggle the Template Bar on an existing change and click + to add a new Template.

In the Standard Change Catalog, under Template Management, select "Propose a new Standard Change Template. "

Right-click on an existing change and select "Propose a Standard Change Template. "

Knowledge Base [kb_knowledge_base]

Knowledge Searches [ts_query_kb]

Knowledge Feedback [kb_feedback]

Knowledge [kb_knowledge]

True

False

Numeric scale

IP Address

Yes/No

URL

Script Include

Workflow

Business Rule

System Property

Variable sets

Email Client

Inbound Action

Email Templates

Items have a complex fulfillment process

Administrators choose not to use Workflow

Administrators prefer user-friendly forms qith questions and answers

Multiple items are typically ordered together

There's a scheduled job that runs every day at midnight to add the comment to linked incidents.

The "Communicate Workaround" uses an event which must be processed.

The system waits an action from the user to close the problem and then the workaround will be copied.

The query used to filter linked incidents is very complex and it takes time to run.