CIS-ITSM Exam - Certified Implementation Specialist - IT Service Management

NEW QUESTION 1
In what table are Change records stored?

• A. Change [change_task]
• B. Change Request [rfc]
• C. Change Request [change_request]
• D. Change [change]
• E. Change [task_change]

Answer: C

NEW QUESTION 2
Which type of catalog item may be found in a Service Catalog?

• A. Categories
• B. Content Items
• C. Requested Items
• D. Execution Plans

Answer: B

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
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 5
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 6
What process is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the catalog and ensuring that a central, accurate, and consistent source of data is provided?

• A. Service portfolio management
• B. Catalog item management
• C. Service mapping
• D. Service catalog management

Answer: D

NEW QUESTION 7
Incidents can be created and managed in the workspace, using UI layouts that are tailored to different personas, processes, and interfaces. Examples include:
• Default
• Major incidents
• Self Service
• Mobile
What are these UI layouts called in the Now Platform?

• A. Form Layouts
• B. Workspaces
• C. Forms
• D. Form Designs
• E. Views

Answer: E

NEW QUESTION 8
What should you use to capture data in a grid layout on a catalog item?

• A. Cascade variable
• B. Multi-row variable set
• C. Grid variable
• D. Enable set

Answer: B

NEW QUESTION 9
What functionality can be used to define the sequence of activities that should be taken to complete catalog items?
Choose 2 answers

• A. Workflow
• B. Activity Map
• C. Flow
• D. State Transitions

Answer: AC

NEW QUESTION 10
Where can a change manager define the interval frequency for unauthorized change detection?

• A. The ci.change.unplanned business rule
• B. Event Processing Properties module
• C. Unauthorized Change Properties module
• D. Unauthorized change flow

Answer: C

NEW QUESTION 11
In the Quebec release of Change management, what new architectural features were added?

• A. Catalog builder and Change Designer
• B. Change Flows, Change Designer and Change Approval Matrix
• C. Change Models, Change Flows and State Transition Models
• D. Change PIR Assessments, Change Designer and Change Approval Policies

Answer: C

NEW QUESTION 12
When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)

• A. If selected CI does not have an Owner group, write the Support group from the Service Offering to the Assignment group field
• B. If selected CI has a Support group, write that group to the Assignment group field
• C. If selected CI has an Owner group, write that group to the Assignment group field
• D. If selected CI does not have a Support group, write the Support group from the Service Offering to the Assignment group field

Answer: BD

NEW QUESTION 13
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 14
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

• A. Publish Workaround
• B. Document a Known error
• C. Complete Investigation
• D. Complete RCA
• E. Document Five Whys

Answer: A

NEW QUESTION 15
Your customer wants to add a notification to the Change - Emergency - Authorize Flow. What is the first thing you would do to meet this requirement?

• A. Create a backup of the baseline Change - Emergency - Authorize Flow, and eat the baseline flow
• B. Unpublish the baseline Change - Emergency -Authorize flow
• C. Deactivate the baseline Change - Emergency - Authorize flow
• D. Create a copy of the baseline Change - Emergency -Authorize Flow, and then edit the new copy

Answer: D

NEW QUESTION 16
What would you use to define a common grouping of configuration items such as all web servers in Miami?

• A. CI class
• B. Dependent group
• C. CSDM component group
• D. Dynamic CI group

Answer: D

NEW QUESTION 17
What are two effective measures of performance for the Problem Management process? Choose 2 answers

• A. Number of Problem that have Breached SLAs
• B. Average Problem Resolution Time
• C. Percentage of Problem Resolution within SLA by Category
• D. Problems older than 30 days by Priority and State

Answer: BD

NEW QUESTION 18
Which of the following catalog client script methods will modify the choice list options available to an end user on a catalog item?

• A. onSubmit
• B. onLoad
• C. onSave
• D. onLaunch

Answer: B

NEW QUESTION 19
Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?

• A. Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true
• B. Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms Most Voted
• C. Create an Access control to hide the unnecessary CIs from the itil users
• D. Make a show/hide UI action to show only the desired CIs to the itil users

Answer: B

NEW QUESTION 20
A new problem manager wants a high level view of the activities in problem management. What module do you recommend?

• A. Problem > Dashboard
• B. Problem > Overview
• C. Problem > Process Health Dashboard
• D. Problem > Homepage
• E. ITIL Manager > Homepage

Answer: B

NEW QUESTION 21
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