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

Knowledge Base > All

Knowledge > Knowledge Bases > All

Knowledge > Administration > Knowledge Bases

Knowledge Base > Administration > All

True

False

Nobody can perform these operations even the admin.

Nobody can perform these operations except the admin and anyone specified by the admin.

Nobody can perform these operations except the admin and the knowledge admin.

Nobody can perform these operations except the admin.

itil

itil_admin

admin

problem

Incidents and Changes are separate processes that have little interaction

Incidents cause Changes. Investigation of Changes may indicate the need for Incidents to be generated

Incidents may be caused by Changes. Investigation of Incidents may indicate the need for a Change

A Change is required to investigate the cause of an Incident

True

False

Numeric scale

IP Address

Yes/No

URL

True

False

Hardware

Inquiry

Software

None of the listed values

No additional plugin is needed to add additional factors to calculate risk

Change Management - Risk Assessment

Change Management - Additional Factors

Change Management - Risk Survey

Modifying the records in the Priority Lookup Rules table

Modify the UI Policy "Update Priority"

Modifying the script include Calculate Priority

Modify the Data Policy "Update Priority"

Knowledge Base [kb_knowledge_base]

Knowledge Searches [ts_query_kb]

Knowledge Feedback [kb_feedback]

Knowledge [kb_knowledge]

Printers

Database Catalogs

Out-of-Band Devices

Network Gears

Cluster Nodes

Create a Validation Script and associate it to the item

Create a Catalog Client UI Policy that triggers on Load of the Item

Create a Catalog Client Script that triggers on Submit of the Item

Create a Business Rule that runs on Insert or Update of the Item

An unplanned interruption to IT service or reduction of the quality of an IT service

Conduct root-cause analysis to determine and resolve the cause of events

Prevent disruptions to normal service operations to maximize user productivity

Restore normal service operation as quickly as possible with minimal disruption to the business

Apply a template to a new Change form

Standard Change Proposal table

Standard Change Catalog

Browse for Standard Changes within the Technical Catalog

False

True

Service Catalog Request

Emergency Change

Standard Change

Problem

Incident

Caller or the Caller's Delegate

Caller, Opened By or on the Work Notes List

Caller, Opened By or on the Watch List

Opened By or the Configuration Item's business owner

Filter Conditions on the knowledge base

User Criteria and User Roles

User Roles

User Criteria and Entitlements

True

False

Run all decisions that match

First decision that matches

First ascending order that matches

Primary decision that matches

sc_

rm_

rf_

req_

Modify the state mapping records in the Problem State Mapping table.

Modify the logic in the UI Action "Accept Risk".

Change the value of problem property "problem.acceptrisk.move_to_closed".

Modify the logic in the script include "Accept Problem Risk".

True

False

Configuration Items > Base Items

Configuration > Base Items

CMDB > Base Items

Base Items > Configuration

True

False

user_criteria_admin

None of the listed answers

catalog_admin

itil_admin

Record Producer

Order Guide

Content Item

Catalog Item

Neither of technical nor non-technical configuration items extend directly from Base Configuration Item table.

Only non-technical configuration items extend directly from Base Configuration Item table.

Both technical and non-technical configuration items extend directly from Base Configuration Item table.

Only technical configuration items extend directly from Base Configuration Item table.

Incidents

Knowledge Articles

Requests

Problems

Mobile

Root Cause Analysis View

Assess Dialog Form View

Accept Risk Dialog Form View

New, Assess, Review, Closed

New, In Progress, On Hold, Resolved, Closed, Canceled

Open, In Progress, Closed

Open, Pending Change, Known Error, Closed/Resolved

Upon confirmation by the requester

There’s no workflow attached to requested items

Upon submission of the request

Upon approval of the request

Awaiting Caller

Awaiting Info

Awaiting Vendor

Awaiting Change

Modify the incident property "com.snc.incident.copy.attributes"

Modify the incident property "com.snc.incident.copy.columns"

There's a predefined set of fields to be copied and they cannot be changed

Modify the incident property "com.snc.incident.copy.fields"

Root Cause Analysis

General

Implementation

Assessment

Investigation

Workaround is copied to comments of all incidents that are linked to the problem except incidents with state "On Hold".

Workaround is copied to comments of all incidents that are linked to the problem where the incidents' states are "On Hold" and the On Hold reason is "Awaiting Problem".

Workaround is copied to comments of all incidents that are linked to the problem where the incidents' states are "On Hold".

Workaround is copied to comments of all incidents that are linked to the problem.

3

2

1

None of the listed answers

Additional Comments - communicate with IT staff and end users; Work Notes - system generated log of updates

ServiceNow merely offers both so customers may choose whether to use one, both, or neither

Additional Comments - communicate with end users; Work Notes - communicate with IT staff

Additional Comments - communicate with IT staff; Work Notes - communicate with end users

Update Action

New Action

Reply Email

Forward Email

Record Action

Identify the affected applications which helps in prioritization.

Automatically repair affected configuration items.

Identifying potential upstream or downstream impacts.

Identify the preferences of the requester user based on profile data.

Associating configuration items to incidents, problems or change records.

Categorization driven by configuration item is recommended for customers with robust and Mature CMDB.

Categorization driven by configuration item is recommended for all customers.

Categorization driven by configuration item is recommended when the project timeline is too short.

Categorization driven by configuration item is recommended for customers who don't have logic in place for incident assignment rules.

Base Configuration Item [cmdb]

Base Item [cmdb_base_item]

Configuration Item [cmdb_ci]

Asset [asset]

From an Incident record

From the Service Catalog

From an inbound email

From the Service

A workflow can be attached to requests but it is not mandatory.

One or more workflows can be attached to a request.

A workflow must be attached to requests.

It is not possible to attach workflows to requests.

True

False

Cascade Variables

Global Variables

Copy Repeat Variables

Duplicate Variables

Can Contribute related list on the knowledge base

Can Read field on the knowledge article

Can Read related list on the knowledge base

Cannot Read held on the knowledge article

Roles field on the knowledge article

True

False

itil

itil_admin

The system automatically closes Problems

problem

puck_from_a_midsummer_nights_dream

True

False

Update Catalog.manager

Maintain Categories

Maintain Catalog Item

Update Catalog Definition

catalog_manager

itil_admin

catalog_admin

Nobody can delete catalogs

Approval Requested

Open

Authorize

Assess

True

False

True

False

Awaiting Info

Open

Canceled

New

On Hold

Contact type

Impact

Assigned

Configuration Item

Subcategory

itil

itil_admin

ecmdb_admin

admin

True

False:

Risk Assessment replaces the Risk Calculator to determine Risk for a Change

Both the Risk Calculator and Risk Assessment are used to determine Risk for a Change

Risk is automatically calculated on update of a Change

A Risk Assessment is required for all Normal and Emergency Changes