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

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Viewing questions 21-30 out of questions

Questions # 21:

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?

Options:

sn_business_user

sn_problem_read

sn_service_owner

sn_problem_write

sn_problem_business_user

Answer

Explanation

https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/problem-management/reference/prob-roles-instld-itsm-roles.html

Questions # 22:

A new problem manager wants a high level view of the activities in problem management.

What module do you recommend?

Options:

Problem > Dashboard

Problem > Overview

Problem > Process Health Dashboard

Problem > Homepage

ITIL Manager > Homepage

Answer

Questions # 23:

In Change management, what allows customers to define condition based flows for a fit for purpose model?

Options:

Workflows 2 0

Stale Transition Models

Conditional Change Models

State Flows

Answer

Questions # 24:

What is the trigger for the Change - Normal - Assess Flow?

Options:

A Change request using the Normal Change model is moved to the Assess state

A Change request using the Normal Change model is Assigned to a group

A Change request using the Normal Change model is created

A Change request using die Normal Change model is Low Risk and is moved to the Assess state

Answer

Questions # 25:

Incident management includes limited functionality for what advanced reporting capability?

Options:

Machine Learning Metrics

Performance Analytics

KPl Reports

Analytics Dashboards

Answer

Questions # 26:

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

Choose 4 answers

Options:

Helpful?

10 Star scale

Comment on Article

Pin Article

5 Star scale

Flag Article

Answer

C, D, E, F

Questions # 27:

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

Options:

New interaction is created from the message

Email is rejected and auto-reply sent to sender

New incident created from the message

New case is created from the message

Answer

Explanation

From the book: An inbound email action checks the email for a watermark that associates it with a task and checks for other conditions: - Email reply: sending an email back to the source that triggered the action - By default, if an email has no identifiable watermark, an inbound email action creates a new incident from the message. - If the email has a watermark of an existing incident, an inbound email action updates the existing incident according to the action's script

Questions # 28:

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