CIS-ITSM Topic 3
Question #: 101
Topic #: 1
Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?
A. Processes
B. Flows
C. Procedures
D. Actions
E. Scripts
Selected Answer: B
Question #: 102
Topic #: 1
Unless there are particular security requirements, what role is given to users that perform request fulfillment work?
A. itil
B. task_worker
C. sc_fulfiller
D. catalog_fulfiller
E. fulfiller
Selected Answer: A
Question #: 103
Topic #: 1
Your customer is a data center. They have a construction department that builds out spaces for new customers. The customer account representatives are responsible for initiating the construction requests. The guidelines are extensive for how to complete the construction request documentation.
Your customer wants the catalog to contain two items:
1. Construction request
2. Getting Started with Construction Requests
The Getting Started Item should contain a link to a Knowledge Article.
What type of item would you use to satisfy the requirement for the Getting Started Item?
A. Knowledge Item
B. Record Producer
C. Content Item
D. Order Guide
E. Catalog Item
Selected Answer: C
Question #: 104
Topic #: 1
What is an example of a good use case for an Order Guide?
A. Order a set of Dishes
B. Order a Custom Automobile
C. Order a Technical Consultation
D. Order a Couch
E. Order a case of Laundry Soap
Selected Answer: A
Question #: 105
Topic #: 1
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
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
Selected Answer: C
Question #: 106
Topic #: 1
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
Selected Answer: B
Question #: 107
Topic #: 1
Which record type would you use for an Ask a Question form that would generate an Incident?
A. Record Producer
B. Order Guide
C. Linked Item
D. Catalog Item
E. Content Item
Selected Answer: A
Question #: 108
Topic #: 1
Which of the following objects on the Shopping Cart Widget can be displayed or hidden using Maintain Cart Layouts settings? (Choose two.)
A. Quantity
B. Requested by
C. Price
D. Shipping Address
Selected Answer: AC
Question #: 109
Topic #: 1
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
B. Content Item
C. Record Producer
D. Order Guide
Selected Answer: A
Question #: 110
Topic #: 1
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
Selected Answer: AD
Question #: 111
Topic #: 1
Which record type would you use for a Computer request?
A. Record Producer
B. Catalog Item
C. Content Item
D. Order Guide
Selected Answer: B
Question #: 112
Topic #: 1
What are the different ways a user can locate items in a service catalog? (Choose two.)
A. Use the search on catalog or portal
B. Navigate through the categories
C. Use the Top Request or Popular Items widget
D. Use the application navigator
Selected Answer: AB
Question #: 113
Topic #: 1
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
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
Selected Answer: B
Question #: 114
Topic #: 1
Incidents are stored in what table?
A. Incident [sn_task_incident] B. Incident [incident] C. Incident [task_incident] D. Incident [sn_incident]
Selected Answer: B
Question #: 115
Topic #: 1
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
Selected Answer: E
Question #: 116
Topic #: 1
The Major Incident Management (MIM) application is linked to the Incident management process, but the records have an additional set of States. What are these MI States?
A. Proposed, Accepted, Rejected, Cancelled
B. Proposed, Accepted, Rejected, Reopened
C. Proposed, Received, eCAB Convened, Closed
D. New, Work in progress, Escalated, Communicated
Selected Answer: A
Question #: 117
Topic #: 1
What would you use to create Incident records, based on email sent by users or systems?
A. Record Producer
B. Inbound Flow Action
C. Data Collection Job
D. Transform Map
Selected Answer: B
Question #: 118
Topic #: 1
What tools are available to the assignee to help resolve an incident? (Choose two.)
A. Knowledge Articles
B. Known Errors
C. CI Class Manager
D. Enterprise CMDB Dashboard
E. Incident Overview Dashboard
Selected Answer: AB
Question #: 119
Topic #: 1
When you activate the ITSM Roles plugin, what additional granular roles are created for the Incident application? (Choose two.)
A. sn_incident_update
B. sn_incident_read
C. sn_incident_write
D. sn_incident_insert
Selected Answer: BC
Question #: 120
Topic #: 1
What are some good practices for guiding your customers’ use of Notifications? (Choose three.)
A. Make sure Notification requirements and test plans are in the project scope from the start
B. Get input from Marketing department, regarding format of customer/caller facing notifications
C. Use templates to ensure consistency and ease of configuration
D. Use incident.itil.role template as the master template to build all other ITSM templates
E. When possible, maximize the quantity of email updates to customers
Selected Answer: ABC
Question #: 121
Topic #: 1
Your customer wants to use Incident Tasks on Incident records. But for efficiency reasons, they want to automatically close all Incident Tasks when the parent Incident is closed or canceled. How could you meet this requirement? (Choose two.)
A. On Incident Properties, for Autoclose Incident Tasks, select Yes
B. Edit system property com.snc.incident.autoclose.basedon.resolved_at
C. On Incident Properties, for Close open Incident Tasks when Incident is closed or canceled, select Yes
D. Enable system property com.snc.incident.incident_task.closure
Selected Answer: CD
Question #: 122
Topic #: 1
Incident management includes limited functionality for what advanced reporting capability?
A. Analytics Dashboards
B. Performance Analytics
C. Machine Learning Metrics
D. KPI Reports
Selected Answer: B
Question #: 123
Topic #: 1
Your client indicates they would like a way to designate VIP callers on an incident form. How would you accomplish this?
A. VIP Flag dictionary entry
B. VIP Flash action script
C. VIP Flag field style
D. VIP Flag reference decorator
Selected Answer: C
Question #: 124
Topic #: 1
What happens if an agent hovers over the reference icon next to the caller field on an incident record and there is not a sys_popup view defined for the [sys_user] table?
A. The default view of the User form is displayed
B. An error is displayed
C. Only dot-walked fields will be displayed
D. There will be no reference icon if there is no sys_popup defined
Selected Answer: A
Question #: 125
Topic #: 1
If the Assignment group is empty on an incident record, what happens when an agent that is a member of multiple user groups clicks the Assign to me UI action?
A. An error is displayed indicating the agent must manually assign the incident
B. The agent is prompted to select the Assignment group
C. The Assignment group field automatically populates with the agent’s primary group
D. The Assignment group field will not populate
Selected Answer: B
Question #: 126
Topic #: 1
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
Selected Answer: A
Question #: 127
Topic #: 1
Your customer wants to give secure access to business users to view problem records and reports for the products they support. When you install the ITSM roles plugin, what additional problem role is installed to support this requirement?
A. sn_business_user
B. sn_problem_read
C. sn_service_owner
D. sn_problem_write
E. sn_problem_business_user
Selected Answer: B
Question #: 128
Topic #: 1
A new Problem Coordinator accidentally created several problem investigations that need to be deleted.
What role is required to delete a problem record?
A. sn_problem_delete
B. itil_manager
C. problem_manager
D. problem_admin
E. problem_coordinator
Selected Answer: D
Question #: 129
Topic #: 1
A tester has submitted a bug report, because at no point in the Problem lifecycle, does the Create Known Error article link appear under Related Links. Also, they notice there is no Known Error knowledge base in the instance.
What might be the cause of this?
A. The Problem Management Best Practice – Madrid – Knowledge Integration plugin has not been activated
B. The customer did not pay the bill for Knowledge management
C. Tester is not impersonating Problem Coordinator
D. The sn_known_error_write role is required to see the Create Known Error article link
E. The requirement was not in the stories
Selected Answer: A
Question #: 130
Topic #: 1
A new problem manager wants a high level view of the activities in problem management.
What module do you recommend?
A. Problem > Homepage
B. Problem > Overview
C. ITIL Manager > Homepage
D. Problem > Process Health Dashboard
E. Problem > Dashboard
Selected Answer: B
Question #: 131
Topic #: 1
Why don’t Problem records automatically move from Resolved to Closed after the fix is implemented?
A. It is designed to follow the ITIL4 standard
B. There is a scheduled job that automatically moves Resolved problems to Closed after 7 days
C. There is no Closed state. Problem records are moved to Completed
D. It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record
Selected Answer: D
Question #: 132
Topic #: 1
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. Draft
C. Root Cause Analysis
D. Fix in Progress
Selected Answer: C
Question #: 133
Topic #: 1
The key stakeholder for your ITSM implementation wants to have SLAs on every Task record.
What advice do you give regarding SLAs on Problem records?
A. SLAs are essential to problem management, as support specialists need to quickly identify root causes
B. SLAs may be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take
C. SLAs are available for problem management, but require custom code
D. SLAs are recommended in the ITIL framework for problem management
Selected Answer: B
Question #: 134
Topic #: 1
What are two effective measures of performance for the Problem Management process? (Choose two.)
A. Problems older than 30 days by Priority and State
B. Number of Problem that have Breached SLAs
C. Percentage of Problem Resolution within SLA by Category
D. Average Problem Resolution Time
Selected Answer: AD
Question #: 135
Topic #: 1
Your customer has an external system, which is used to perform changes. Your customer wants to capture these changes in your instance for reporting and CMDB maintenance purposes.
What baseline Change Model supports this scenario?
A. Cloud Infrastructure
B. Automated Changes
C. Retroactive Changes
D. Change Registration
E. Unauthorized Changes
Selected Answer: D
Question #: 136
Topic #: 1
Where are the technical approvals defined, that are executed in the Change – Normal – Assess flow?
A. Change Approval Policy
B. Change Assess Approval Subflow
C. Change Approval Matrix
D. Change Approval Subflow
Selected Answer: A
Question #: 137
Topic #: 1
What is the trigger for the Change – Normal – Assess Flow?
A. A Change request using the Normal Change model is moved to the Assess state
B. A Change request using the Normal Change model is created
C. A Change request using the Normal Change model is Low Risk, and is moved to the Assess state
D. A Change request using the Normal Change model is Assigned to a group
Selected Answer: A
Question #: 138
Topic #: 1
A CAB manager is looking for a way to make their CAB meetings more organized and efficient. They want to be able to:
• Define CAB meeting agendas
• View change calendars
• Review, Approve or Reject changes directly from the change application
What feature would you recommend?
A. Change CAB Dashboard
B. CMDB Health Dashboard
C. CAB Taskboard
D. Change Overview
E. CAB Workbench
Selected Answer: E
Question #: 139
Topic #: 1
What are the Release types available on the baseline release record?
A. Standard, Normal, Prototype, Patch
B. Major, Minor, Upgrade, Emergency, Maintenance, Patch
C. Standard, Normal, Emergency
D. Alpha, Beta, Snapshot, Nightly, Milestone, Release Candidate
Selected Answer: B
Question #: 140
Topic #: 1
On a Normal Change Model, what are some examples of the Model State Transitions that are defined for the Authorize state?
A. Authorize to Draft, Authorize to Assess, Authorize to Review
B. Authorize to Implement, Authorize to Assess, Authorize to Review
C. Authorize to Canceled, Authorize to New, Authorize to Scheduled
D. Authorize to Scheduled, Authorize to Closed, Authorize to New
Selected Answer: B
Question #: 141
Topic #: 1
What are the components of a Flow Action?
A. Inputs, Processes, Subprocesses, and Outputs
B. Processes, Subprocess and Action Steps
C. Inputs, Action Steps and Outputs
D. Indexes, Processes and Outputs
Selected Answer: C
Question #: 142
Topic #: 1
What are key relationships between Change and Release Management? (Choose three.)
A. Release management application is required, to use the Change management application
B. Change includes planning and approvals; Release includes building, testing and execution of changes
C. A Release can contain one or more Changes
D. A Change can contain one or more Releases
E. Change management provides governance, which includes Release management
Selected Answer: BCE
Question #: 143
Topic #: 1
In release management, what controls the movement of the state from Scoping to Awaiting Approval?
A. Manual state selection
B. Workflow
C. State model
D. Flow
Selected Answer: A
Question #: 144
Topic #: 1
What are key relationships between Changes and Incidents? (Choose two.)
A. Incidents autoclose upon closure of a related Change
B. Incidents can be caused by a Change
C. A Change can resolve Incidents
D. Incident owners are part of the change approval workflow
Selected Answer: B
Question #: 145
Topic #: 1
What are key relationships between Change and Problem records? (Choose two.)
A. Changes which cause Incidents, should have an associated Problem
B. A Problem can be solved by a Change
C. A Change can cause a Problem
D. A Problem must be associated with a Change, before it can be closed
Selected Answer: BC
Question #: 146
Topic #: 1
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. Testers need itil role to see the change models
B. New change model needs Active to be set to True
C. New change models are only visible to Change Managers
D. Workflow has not been published
Selected Answer: B
Question #: 147
Topic #: 1
How are Features related to Products and Releases?
A. Emergency releases can include products and features
B. Products have associated features, which are organized into releases
C. Features are included in releases, not associated with products
D. Products use features to define release types
Selected Answer: B
Question #: 148
Topic #: 1
When a Service Desk again shares a “How to” item with a customer, what type of record is being shared?
A. Knowledge article
B. Content object
C. Information item
D. How to document
Selected Answer: A
Question #: 149
Topic #: 1
What are the different ways a user can provide feedback on a knowledge article? (Choose four.)
A. Helpful?
B. Flag Article
C. 5 Star scale
D. 10 Star scale
E. Comment on Article
F. Pin Article
Selected Answer: ABCE
Question #: 150
Topic #: 1
Where should an admin go to view all of the search queries entered by users in the knowledge search?
A. Knowledge queries application
B. [kb_view] table
C. [kb_feedback] table
D. Search logs application
Selected Answer: D
