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

Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.

What Now Create assets do you recommend they review, to prepare? (Choose two.)

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

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

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?

Incident management includes limited functionality for what advanced reporting capability?

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?

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

In what table are Change records stored?

What are some good practices for guiding your customers' use of Notifications?

Choose 3 answers

Your client indicates they would like a way to designate VIP callers on an incident form. How would you accomplish this?

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

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

Given the class structure shown below which types of CIs will be included in a report run against the cmdb_ci_computer table?

What are two effective measures of performance for the Problem Management process?

Choose 2 answers

Which of the following elements are automatically included in the name of the update set for items published via Catalog Builder?

Choose 2 answers

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 2 answers

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

When defining SLAs for the service catalog at what level is the SLA typically defined?

What are the components of a Flow Action?

Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services.

What should you do to satisfy this requirement?

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?

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

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

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?

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?

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

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?

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?

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?

What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)