Special Limited Time 65% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: dpt65

CIS-ITSM Questions and Answers

Question # 6

Which of the following is NOT included in the Incident Management Lifecycle?

A.

Creation and Classification

B.

Investigation and Diagnosis

C.

Resolution and Closure

D.

Approval and Fulfillment

Full Access
Question # 7

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

A.

Authorize

B.

Review

C.

Assess

D.

PIR

E.

Implement

Full Access
Question # 8

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 _____________.

A.

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

B.

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

C.

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

D.

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

Full Access
Question # 9

Change Management uses the workflow engine by default to facilitate approvals and processing for each type of Change, including Emergency,

Normal, and Standard.

A.

True

B.

False

Full Access
Question # 10

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

A.

True

B.

False:

Full Access
Question # 11

Change Tasks generated by the Change Request - Normal Change tasks

workflow should include:

A.

All implementation tasks for a specific Change

B.

Approval and scheduling tasks for Normal Changes

C.

Standard, administrative tasks common to all Normal Changes

D.

Automated tasks to be completed by the System Scheduler

Full Access
Question # 12

True or False:

Users with the itil role can delete an Incident.

A.

True

B.

False

Full Access
Question # 13

Which of the following are valid states for Requested Item Catalog Task? (Choose all that apply.)

A.

Closed Skipped

B.

Work In Progress

C.

New

D.

Pending

E.

Open

Full Access
Question # 14

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

A.

True

B.

False

Full Access
Question # 15

In the baseline platform configuration, a Configuration Item must be specified before Approvals are requested for a Change Request.

A.

True

B.

False

Full Access
Question # 16

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

A.

Knowledge Management Advanced Features

B.

Knowledge Management Versioning

C.

Knowledge Management Advanced Installer

D.

None of the listed answers

Full Access
Question # 17

Which of these are considered configuration base items? (Choose three.)

A.

Printers

B.

Database Catalogs

C.

Out-of-Band Devices

D.

Network Gears

E.

Cluster Nodes

Full Access
Question # 18

Which of the following CANNOT be performed by catalog_manager role?

A.

Create Catalog Task

B.

Maintain Catalog Item

C.

Update Catalog.manager

D.

Maintain Categories

Full Access
Question # 19

Which of the following statements is true regarding operations that can be performed by nobody?

A.

Nobody can perform these operations even the admin.

B.

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

C.

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

D.

Nobody can perform these operations except the admin.

Full Access
Question # 20

What is the purpose of the "Send to event creator" check box in the notification form?

A.

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

B.

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

C.

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

D.

It allows certain users to subscribe to these notifications.

Full Access
Question # 21

In incident management, which of the following states are considered active?

A.

New, In Progress, On Hold

B.

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

C.

New, In Progress, Resolved

D.

New, In Progress, On Hold, Resolved

Full Access
Question # 22

It is possible to create two different sets of priority rules for incidents and problems.

A.

True

B.

False

Full Access
Question # 23

How to see which record producers and catalog items are using a certain variable set?

A.

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

B.

Check the Variable Sets Mapping table.

C.

None of the listed answers.

D.

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

Full Access
Question # 24

Configuration items can be created via the change management process.

A.

True

B.

False

Full Access
Question # 25

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

A.

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

B.

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

C.

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

D.

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

Full Access
Question # 26

What Knowledge Management capability allows users to ask and answer questions amongst peers within a Knowledge Base?

A.

Feedback

B.

Social Q&A

C.

Connect Chat

D.

Collaboration

Full Access
Question # 27

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

A.

Configurations > UI Actions

B.

System Policy > Script Actions

C.

System Policy > UI Actions

D.

Configurations > Script Actions

Full Access
Question # 28

Which statement is NOT true about reporting on catalog item variables?

A.

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

B.

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

C.

Database views are required to report on catalog item variables.

D.

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

Full Access
Question # 29

Which table is used to store Q&A data for knowledge articles?

A.

kb_qa

B.

kb_social

C.

kb_social_qa_question

D.

kb_social_qa

Full Access
Question # 30

Which of the following service catalog variable types are NOT supported in Mobile Classic interfaces? (Choose four.)

A.

Label

B.

Container Start

C.

HTML

D.

Lookup Select Box

E.

IP Address

F.

UI Page

Full Access
Question # 31

A user with role catalog_editor can maintain catalog items but he/she CANNOT update catalog definitions.

A.

True

B.

False

Full Access
Question # 32

Which of the following record types would you use in order to propose a new standard change template?

A.

Record Producer

B.

Order Guide

C.

Content Item

D.

Catalog Item

Full Access
Question # 33

Configuration items (Cls) can be connected to each other. Terms such as Runs on, Depends On, or Contains are examples of a _____________.

A.

CI Dependency

B.

Relationship Type

C.

CI Attribute

D.

Related List

Full Access
Question # 34

Technical consultants should attend workshops.

A.

True

B.

False

Full Access
Question # 35

Which of the following roles can delete a CAB definition?

A.

cab_manager

B.

itil_admin

C.

change_manager

D.

None of the listed answers

Full Access
Question # 36

Which platform feature is used to track field value durations, such as the length of time an Incident spent in each State or the length of time an Incident

was assigned to each group?

A.

Key Performance Indicator (KPI)

B.

Metric

C.

Database view

D.

Audit

Full Access
Question # 37

How will the system behave if "com.snc.incident.autoclose.based on.resolved_at" property was set to No?

A.

The auto-closure feature will be disabled.

B.

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

C.

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

D.

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

Full Access
Question # 38

What can you do to show the "No cart" option in catalog item form?

A.

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

B.

Uncheck the "Use cart layout" checkbox.

C.

Open the catalog item using the "Admin View".

D.

Check the "Use cart layout" check box.

Full Access
Question # 39

Which type of record may be used to initiate the process to deploy a fix to an incident?

A.

Incident Resolution

B.

Change Request

C.

Problem

D.

Service Request

Full Access
Question # 40

Which of the following is NOT a valid Request State?

A.

Pending Approval

B.

Rejected

C.

Closet Incomplete

D.

Approved

Full Access
Question # 41

What is the minimum number of members in a group?

A.

12

B.

1

C.

5

D.

0

Full Access
Question # 42

Which of the following is a potential benefit of implementing incident management?

A.

Reduction in the number of duplicate configuration items

B.

Reduction in the time to fulfill requests

C.

Reduction in the number of incidents caused by changes

D.

Reduction in the time services are unavailable

Full Access
Question # 43

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

A.

True

B.

False

Full Access
Question # 44

Which module would you use to configure Inbound Email Action?

A.

System Policy > Inbound Email Actions

B.

System Policy > Email > Inbound Actions

C.

System Properties > Email Actions

D.

System Properties > Email > Inbound Actions

Full Access
Question # 45

Which of the following statements are correct for Standard Changes and Standard Change Templates? Select all that apply.

A.

Standard Changes do not require approvals

B.

Templates can be used only for Standard Changes

C.

Creation of a Standard Change Template requires approval

D.

Standard Change Templates cannot include standard tasks

Full Access
Question # 46

For the majority of Catalog Items, the customer requires Quantity and Price to be displayed. However, for one Item, the customer would like to omit these

two fields. Which of the following approaches should be used to satisfy this requirement?

A.

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

B.

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

C.

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

D.

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

Full Access
Question # 47

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

A.

True

B.

False

Full Access
Question # 48

How do you make an article visible in the featured content section?

A.

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

B.

Select the Featured check box in the article.

C.

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

D.

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

Full Access
Question # 49

What is the purpose of the Duration field in the incident form?

A.

Time elapsed before the incident was closed.

B.

Time elapsed since the last update on the incident.

C.

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

D.

Time elapsed before the incident was resolved.

Full Access
Question # 50

Which of the following roles can maintain user criteria?

A.

user_criteria_admin

B.

None of the listed answers

C.

catalog_admin

D.

itil_admin

Full Access
Question # 51

Under which circumstances is it appropriate to accept the risk of a problem?

A.

A vendor is actively investigating the problem.

B.

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

C.

A change request is pending implementation.

D.

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

Full Access
Question # 52

What is the base table for CMDB?

A.

cmdb_ci

B.

base_ci

C.

cmdb

D.

ci

Full Access
Question # 53

In Problem Management, which element must be edited to modify the field mappings when Knowledge Articles are generated from ACTIVE Problem

records?

A.

Post News or Post Knowledge UI Actions

B.

Problem Create Knowledge Business Rule

C.

Problem to Knowledge Transform Map

D.

ProblemUtil Script Include

Full Access
Question # 54

Users who approve changes require ServiceNow license unless they do the approval through email.

A.

True

B.

False

Full Access
Question # 55

How many columns can a formatter contain in a variable set?

A.

1

B.

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

C.

2

D.

3

Full Access
Question # 56

Which module can you use to see a list of search keywords used to search for articles in knowledge base?

A.

Knowledge > Administration > Keywords

B.

Knowledge > Administration > Search Log

C.

Knowledge > Administration > Search History

D.

Knowledge > Administration > Search

Full Access
Question # 57

Which of the following record types would you use in order to view company policies?

A.

Record Producer

B.

Order Guide

C.

Content Item

D.

Catalog Item

Full Access
Question # 58

Which of the following is NOT a typical method to propose a new standard change?

A.

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

B.

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

C.

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

D.

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

Full Access
Question # 59

Knowledge Ratings are stored in the _________ table.

A.

Knowledge Base [kb_knowledge_base]

B.

Knowledge Searches [ts_query_kb]

C.

Knowledge Feedback [kb_feedback]

D.

Knowledge [kb_knowledge]

Full Access
Question # 60

Itil users don't have permission to move problems through their life cycles.

A.

True

B.

False

Full Access
Question # 61

Which one of the following variable types in NOT supported in mobile?

A.

Numeric scale

B.

IP Address

C.

Yes/No

D.

URL

Full Access
Question # 62

Which mechanism is used to set the number of days (integer) after which

Resolved Incidents are automatically closed?

A.

Script Include

B.

Workflow

C.

Business Rule

D.

System Property

Full Access
Question # 63

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

A.

Variable sets

B.

Email Client

C.

Inbound Action

D.

Email Templates

Full Access
Question # 64

In which situation would an Order Guide be used?

A.

Items have a complex fulfillment process

B.

Administrators choose not to use Workflow

C.

Administrators prefer user-friendly forms qith questions and answers

D.

Multiple items are typically ordered together

Full Access
Question # 65

Why it takes time for the workaround to appear in the linked incidents' comments when the "Communicate Workaround" is clicked in a problem?

A.

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

B.

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

C.

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

D.

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

Full Access