CIS-ITSM Online Practice Questions and Answers

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 > All. then search for Problem reports

When using Inbound Email Actions, what happens it an email is received which has no watermark or reference number?

A. New case is created from the message

B. New incident created from the message

C. New interaction is created from the message

D. Email is rejected and auto-reply sent to sender

Inside a change flow, you can automate a task with a sequence of related steps, like looking up a record, creating a record, or applying a policy. What is this component of the flow called?

A. Flow Actions

B. Flow Activities

C. Flow Steps

D. Action Pills

E. Flow Tasks

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?

A. Assess

B. Root Cause Analysis

C. Fix in Progress

D. Draft

Which property on an order guide will pass variables from one item to another item with equivalent variables?

A. Cascade Variables

B. Share Variables

C. Waterfall Variables

D. Mirror Variables

Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)

A. Too many options may confuse users and increase mis-categorization

B. Choices have no additional metadata to drive process

C. It is difficult to implement

D. It is not part of the baseline instance

Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?

A. On the Cart Layout, Columns tab, unselect Quantity column

B. On the Catalog Item, Columns tab, unselect Quantity column

C. On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity Most Voted

D. On the Catalog, Advanced View, unselect Use cart layout, select No quantity

E. On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive

Your customer wants a catalog to contain two items:

1.

A request with 1 approval and 2 fulfillment tasks

2.

A link to a knowledge article

What type of item would you use to satisfy the requirement for the Construction request?

A. Catalog Item Most Voted

B. Content Item

C. Record Producer

D. Order Guide

Which service types can be managed through the scope of Service Portfolio Management? (Choose two.)

A. Application service

B. Technical service

C. Business service

D. Mobile service

Which role has the ability to modify the cart layout?

A. itil

B. itil_admin

C. catalog_admin

D. catalog_manager