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CIS-ITSM Real Exam Questions

Certified Implementation Specialist - IT Service Management

243 questions available · Page 1 of 25

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Question 1 Single choice

When using the Knowledge - instant Retire workflow, how does the Valid to date enact a Knowledge article?

  1. A

    On Valid to date, article is automatically retired

  2. B

    On Valid to date, retire notification is sent to the Knowledge article author

  3. C

    On Valid to date, retire notification is sent to the Knowledge base owner

  4. D

    On Valid to date, the article is archived

Show answer and explanation

Correct answer: A

Question 2 Single choice

What should you use to capture data in a grid layout on a catalog item?

  1. A

    Multi-row variable set

  2. B

    Variable set

  3. C

    Cascade variable

  4. D

    Grid variable

Show answer and explanation

Correct answer: A

Question 3 Single choice

A new problem manager wants to know how to create reports for monitoring problem management activities.

What do you recommend they do before creating new reports?

  1. A

    Submit a New Report Request via the service catalog

  2. B

    Take the Performance Analytics fundamentals course

  3. C

    Go to Reports > View/Run > All, then search for Problem reports

  4. D

    Submit a request for the sn_report_creator role

  5. E

    Turn on data collection jobs

Show answer and explanation

Correct answer: C

Question 4 Single choice

In the life of a Problem record, there are opportunities to click the Re-Analyze button and move backwards in the lifecycle.

When you click the Re-Analyze button, what state is set on the problem record?

  1. A

    Assess

  2. B

    Draft

  3. C

    Root Cause Analysis

  4. D

    Fix in Progress

Show answer and explanation

Correct answer: C

Question 5 Single choice

How are the relationships between services and offerings that are built in Service Portfolio Management transferred to the Configuration Management Database (CMDB)?

  1. A

    Only parent:child (service:offering) relationships are automatically created in the CMDB

  2. B

    If the service is defined as a business service, the relationships and dependencies will be automatically in the CMDB

  3. C

    All CMDB relationships and dependencies are automatically created upon publishing the service and offerings

  4. D

    Any required CMDB relationships and dependencies must be created manually

Show answer and explanation

Correct answer: B

Question 6 Single choice

Which role would give you access to the CI Class Manager?

  1. A

    ecmdb_admin

  2. B

    ecmdb

  3. C

    class_manager

  4. D

    sn_class_manager

Show answer and explanation

Correct answer: A

Question 7 Single choice

Which role has the ability to configure and manage Incident Management properties?

  1. A

    incident_admin

  2. B

    itil

  3. C

    itil_admin

  4. D

    incident_manager

Show answer and explanation

Correct answer: D

Question 8 Multiple choice

Which incident management roles are activated by installing the ITSM Roles plugin (com.snc.itsm.roles)? (Choose two.)

  1. A

    sn_incident_read

  2. B

    itsm_incident_read

  3. C

    incident_manager

  4. D

    sn_incident_write

  5. E

    itsm_incident_write

Show answer and explanation

Correct answers: A, D

Question 9 Multiple choice

Which Change request fields are used in conflict detection? (Choose three.)

  1. A

    CI Business criticality

  2. B

    Planned end date

  3. C

    Risk

  4. D

    Planned start date

  5. E

    Configuration item

Show answer and explanation

Correct answers: B, D, E

Question 10 Single choice

Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency.

Which module should you use to locate and update the Priority Problem Lookup record?

  1. A

    Priority Matrix

  2. B

    Choice Lists

  3. C

    Data Lookup Definitions

  4. D

    Priority Rule Definitions

Show answer and explanation

Correct answer: C