The Avant-garde Guide To CIS-ITSM Questions Pool

NEW QUESTION 1
When you activate the ITSM Roles plugin what additional granular roles are created for the Incident application?
Choose 2 answers

• A. sn_incident_write
• B. sn_incident_insert
• C. sn_incident_update
• D. sn_incident_read

Answer: BC

NEW QUESTION 2
Which of the following elements are automatically included in the name of the update set for items published via Catalog Builder?
Choose 2 answers

• A. timestamp
• B. item author
• C. variables
• D. catalog(s)
• E. item name

Answer: DE

NEW QUESTION 3
When building multiple catalog items, which components would you evaluate for consolidation and re-use? (Choose two.)

• A. Sets of Variables
• B. Entitlements
• C. Icons
• D. Flows and Subflows

Answer: AD

NEW QUESTION 4
You have just released a new Change Model to the testers. Testers report they can see the old change models but cannot see the new change model on the change landing page. What could cause this?

• A. Workflow has not been published
• B. Testers need itil role to see me change models
• C. New change models are only visible to Change Managers
• D. New change model needs Active lo be set to True

Answer: C

NEW QUESTION 5
A manager wants to run a report on the Computer catalog items, to see how many requests are being made for the add on extra memory, as compared with those requiring only the base memory. How would you meet this requirement?

• A. Build report on SC Task table, Group by Variables for Computer > Extra memory
• B. Build report on Requested Item table, Group by Variables for Computer > Extra memory
• C. Build report on Task table, Group by Variables for Computer > Extra memory
• D. Build report on Request table, Group by Variables for Computer > Extra memory
• E. Build report on Catalog Item table, Group by Variables for Computer > Extra memory

Answer: B

NEW QUESTION 6
When building out a service catalog categorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain categories?
Choose 3 answers

• A. catalog_manager
• B. itil_admin
• C. catalog_builder_editor
• D. catalog_editor
• E. catalog_admin

Answer: ADE

NEW QUESTION 7
Your customer wants to limit the users who ate able to see internal Network requests, to members of the Network department.
Which roles would enable you to make these required changes? Choose 2 answers

• A. catalog_manager
• B. catalog_admin
• C. user_criteria_admin
• D. catalog_editor

Answer: BC

NEW QUESTION 8
On a Normal Change Model what are some examples of the Model Stale Transitions that are defined for the Authorize state?

• A. Authorize to Draf
• B. Authorize to Asses
• C. Authorize to Review
• D. Authorize to Implement, Authorize to Assess, Authorize *o Review
• E. Authorize to Canceled, Authorize to New, Authorize to Scheduled
• F. Authorize to Scheduled Authorize to Closed, Authorize to New

Answer: C

NEW QUESTION 9
Where are the timeframe conditions for sending an SLA breach warning notification defined?

• A. SLA definition record
• B. Default SLA flow
• C. SLA Properties application
• D. SLA trigger conditions

Answer: B

NEW QUESTION 10
What are the different ways a user can provide feedback on a knowledge article? Choose 4 answers

• A. Helpful?
• B. 10 Star scale
• C. Comment on Article
• D. Pin Article
• E. 5 Star scale
• F. Flag Article

Answer: CDEF

NEW QUESTION 11
The Major Incident Management (MIM) application is linked at the Incident management process but the records have in additional set of States. What are these Ml States?

• A. Ne
• B. Work: m progress Escalated Communicated
• C. Propose
• D. Accepted Rejected Cancelled
• E. Proposed Received eCAB Convened Closed
• F. Proposed Accepted Reacted Reopened

Answer: B

NEW QUESTION 12
What are key relationships between Change and Problem records? Choose 2 answers

• A. A Problem must be associated with a Change, before it can be closed
• B. Changes which cause incidents should have an associated Problem
• C. A Change can cause a Problem
• D. Problem can be solved by a Change

Answer: CD

NEW QUESTION 13
A new problem manager wants to know how in create reports for monitoring problem management activities.
What do you recommend they do before creating new reports?

• A. Submit a request for the sn_report_creator role
• B. Submit a New Report Request via the service catalog
• C. Take the Performance Analytics fundamentals course
• D. Turn on data collection jobs
• E. Go to Reports > View/Run > Al
• F. then search for Problem reports

Answer: E

NEW QUESTION 14
On an incident record, where are the fields fiat appear on the caller lookup select box defined?

• A. The ref_contributions attribute on the caller lookup form
• B. The ref_ac_column attribute from the dictionary entry
• C. The Caller lookup field on the [user] table
• D. The form design of the caller lookup form

Answer: B

NEW QUESTION 15
A customer wants to add a new Catalog Item to the Service Catalog. What process would be used to ensure the new item is authorized?

• A. Fulfillment Management
• B. Release Management
• C. Configuration Management
• D. Change Management
• E. Catalog Management

Answer: D

NEW QUESTION 16
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