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

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Viewing page 4 out of 6 pages

Viewing questions 31-40 out of questions

Questions # 31:

What is an example of a good use case for an Order Guide?

Options:

Order a set of Dishes

Order a Custom Automobile

Order a Technical Consultation

Order a Couch

Order a case of Laundry Soap

Answer

Questions # 32:

Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident, Problem and Change forms.

What do you recommend to your customer?

Options:

Use the Principal CI class checkbox to identify the CI classes that they want visible on the Incident Problem and Change forms

Make a show/hide Ul action to show only the desired CIs to the itil users

Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display: make reference qualifier to display only the CIs with show=true

Create an Access control to hide the unnecessary Cls from the itil users

Answer

Explanation

Once any class is set as a principal class, the principal class filter is automatically applied to the CI field on change, incident and problem records. This means that only CI's within a principal class can be selected on the CI field. If there are no CI Classes marked as Principal Class, then all CIs on all forms will be selectable on the CI field.

Questions # 33:

A tester reports a bug, because they submitted a Known Error article from a Problem record, but it is not visible from the Known Error database.

What could cause this?

Options:

The Problem Management Best Practice - Madrid - Knowledge Integration plugin has not been activated

The article is in draft state but has not been published

The tester is not impersonating an itil user

The user criteria on the knowledge base Is incorrect

Answer

Questions # 34:

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?

Options:

The agent is prompted to select the Assignment group

An error is displayed indicating the agent must manually assign the incident

The Assignment group field will not populate

The Assignment group field automatically populates with the agent's primary group

Answer

Explanation

Enhancement to the Assign to me UI action

Select the Assign to me UI action for an incident record to assign the record to yourself after passing the following checks:

- If the Assignment group field is filled in and you're part of the group, the record is assigned to you.

- If the Assignment group field is empty and you're a member of a single group, the Assignment group field is filled in and the record is assigned to you.

- If the Assignment group field is empty and you're a member of multiple groups, you're prompted to select the Assignment group. When you manually select the Assignment group, the record is assigned to you.

Questions # 35:

When you create a problem from an incident. Impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don't want the values from incident to be copied over.

What module would you use to make this adjustment?

Options:

ITSM > Administration > Properties

Incident > Administration > Incident Properties

Problem > Administration > Problem Properties

System Policy > Rules > Priority Lookup Rules

Answer

Questions # 36:

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?

Options:

Service portfolio management

Catalog item management

Service mapping

Service catalog management

Answer

Questions # 37:

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?

Options:

Priority Matrix

Choice Lists

Data Lookup Definitions

Priority Rule Definitions

Answer

Questions # 38:

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?