ITSM CIS Practice Exam-Questions with Correct Answers/Verified/ Latest Update 2024/2025
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Course
ITSM CIS
Institution
ITSM CIS
What types of CI's will be included in a report run against the cmdb_ci_computer table?
A. Just CIs defined directly in cmdb_ci_computer
B. CIs defined directly in cmdb_ci_computer and all parent classes
C. CIs defined directly in cmdb_ci_computer and all child classes -️️C. CI's defined dir...
ITSM CIS Practice Exam-Questions with Correct Answers/Verified/
Latest Update 2024/2025
What types of CI's will be included in a report run against the cmdb_ci_computer table?
A. Just CIs defined directly in cmdb_ci_computer
B. CIs defined directly in cmdb_ci_computer and all parent classes
C. CIs defined directly in cmdb_ci_computer and all child classes - ✔️✔️C. CI's defined directly in
cmdb_ci_computer and all child classes
Which field from the configuration item will automatically populate in the Assignment group field of
an incident record?
A. Managed by
B. Support group
C. Approval group
D. Change group - ✔️✔️B. Support group
(Pg. 290)
Which of the following are defined for a given change model? (Choose three.)
A. Phase transitions
B. State model
C. State transition conditions
D. Phase model
E. State transitions - ✔️✔️B. State model
C. State transition conditions
E. State transitions
(Pg. 398)
,When is a change task for Post Implementation Review created for an unauthorized change?
A. When the change request moves to Close
B. When a change manager accepts the change
C. When the change request moves to a state of Review
D. When the change request moves to a state of Assess - ✔️✔️C. When the change request moves
to a state of Review
(Pg. 454)
Which should be used to explore the entire hierarchy and table definitions of the Configuration
Management Database Classes?
A. Reports
B. CI Class Manager
C. Application Menus
D. Dependency View - ✔️✔️B. CI Class Manager
(Pg. 33)
Which of the following cannot be defined or set through a Catalog UI Policy?
A. Setting a variable to mandatory
B. Apply a requirement to all form views
C. Setting a catalog category to visible
D. Setting a variable to read-only - ✔️✔️B. Apply a requirement to all form views
(Pg.148)
Which type of catalog item should be used to create an incident record from the portal?
,A. Incident Template
B. Request Item
C. Order Guide
D. Record Producer - ✔️✔️D. Record Producer
(Pg. 138)
Which incident management roles are activated by installing the ITSM Roles plugin
(com.snc.itsm.roles)? (Choose two.)
A. sn_incident_read
B. itsm_incident_read
C. incident_manager
D. sn_incident_write
E. itsm_incident_write - ✔️✔️A. sn_incident_read
D. sn.incident_write
A customer requests that when the Service Desk agent clicks on the information icon for the Caller's
name, the quick view frame shows only the following fields:
User name -
Manager name -
Email Address -
Employee ID -
How would you modify the quick view frame?
A. Update the sys_popup view for the user table
B. Update the sys_quick view for the caller table
C. Update the sys_popup view for the caller table
D. Update the sys_quick view for the user table - ✔️✔️A. Update the sys_popup view for the user
table
(Pg. 266)
, Your customer has built a mature knowledge base, with articles targeted to internal audiences -
which are technical. Other articles are written for end users, with simple instructions. From the
Incident form, the agents would like to be able to identify which articles are visible to the callers
What feature would you use, to satisfy this requirement?
A. Internal/External Highlighting
B. Search as User
C. Show User Viewable
D. User Only View - ✔️✔️B. Search as User
(Pg. 270)
Your customer is using the baseline Create Incident Catalog Item and would like to add a few
additional input fields. How should you update the catalog item?
A. Edit in Catalog Item Designer
B. Edit in Item Designer
C. Edit in Catalog Builder
D. Edit in Form Designer - ✔️✔️C. Edit in Catalog Builder
(Pg. 134)
Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the
Network CAB, instead of Network Support You have confirmed that:The Network Support group
record has the Group types: Incident and ChangeThe Network CAB group record has the Group type:
ChangeWhat could you do on the incident form, for the Assignment Group field, to resolve this
issue?
A. Add a UI action to hide the Network CAB group from the list
B. Add a UI action to provide an error message if the Network CAB group is selected
C. Add Dictionary Override to specify the Incident group Reference Qualifier
D. Modify the choice list to include only the appropriate group types - ✔️✔️C. Add Dictionary
Override to specify the incident group Reference Qualifier
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