CIS-ITSM Certified Implementation Specialist - IT Service Management Questions and Answers

By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?

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?

What module do you use to change the setting for the time between incident Resolution and Closure?

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?

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 the Ul action?

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

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?

What would you use to create Incident records based on email sent by users or systems?

What are the components of a Flow Action?

Which of the following cannot be defined or set through a Catalog UI Policy?

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?

The current status of a problem record is tracked in the State field. Each state has a label, value and constant. This example is for Fix in Progress state:

Your customer wants to add a prerequisite for moving out of the Fix in Progress state. When you update the script include which value is better to use in the script?

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

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

Your customer wants Problem records to be assigned automatically to the Support group associated with the CI on the problem record.

Which business rule already satisfies this requirement?

What are the different ways a user can provide feedback on a knowledge article?

Choose 4 answers

Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?

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

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

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

The ability to authorize requests is enabled using a role which requires a user license. What is this role?

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?

In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)

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?

Which field from the configuration item will automatically populate in the Assignment group field of a problem record?

What baseline Change Flows support the baseline Normal Change model?

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

In Change Management, what does a Model State contain? (Choose two.)

Incidents are stored what table?

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