What Approved CIS-ITSM Practice Is

NEW QUESTION 1
Which of the following options can a survey administrator define on an individual survey? (Choose two.)

• A. The ability for end users to decline survey assignments
• B. Number of survey reminder notifications
• C. Trigger conditions
• D. Anonymize responses

Answer: BD

NEW QUESTION 2
A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis.
What would be the next step for this problem?

• A. If 7 days has passed, since the Problem was closed, it cannot be re-opened
• B. Problem Manager clicks Re-Analyze on the Problem record
• C. Problem Assignee clicks Re-Open on the Problem record
• D. Administrator clicks Re-Open on the Problem Record

Answer: B

NEW QUESTION 3
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?

• A. On the Cart Layout, Columns tab, unselect Quantity column
• B. On the Catalog Item, Columns tab, unselect Quantity column
• C. On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity Most Voted
• D. On the Catalog, Advanced View, unselect Use cart layout, select No quantity
• E. On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive

Answer: C

NEW QUESTION 4
Your customer wants to limit the users who ate able to see internal Network requests, to members of the Network department.
Which roles would enable you to make these required changes? Choose 2 answers

• A. catalog_manager
• B. catalog_admin
• C. user_criteria_admin
• D. catalog_editor

Answer: BC

NEW QUESTION 5
By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?

• A. Incident SLA clock is un-paused
• B. Incident record is updated, per the action's script Most Voted
• C. Auto-reply sent to sender, recommending they use Portal chat
• D. Incident record is re-set to state = attention required

Answer: B

NEW QUESTION 6
What is the Business Rule that triggers automatic group assignment on Incident, Problem or Change requests?

• A. USM Assignment Lookup Rule
• B. Automatic Assignment for ITSM
• C. Populate Assignment Group based on Cl/SO
• D. Auto-populate ITSM Assignment Groups

Answer: C

NEW QUESTION 7
Which property on an order guide will pass variables from one item to another item with equivalent variables?

• A. Cascade Variables
• B. Share Variables
• C. Waterfall Variables
• D. Mirror Variables

Answer: A

NEW QUESTION 8
In the life of a Problem record there are opportunities to click the Re-Analyze button and move backwards in the lifecycle.
When you click the Re-Analyze button, what state Is set on the problem record?

• A. Assess
• B. Root Cause Analysis
• C. Fix in Progress
• D. Draft

Answer: B

NEW QUESTION 9
When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)

• A. If selected CI does not have an Owner group, write the Support group from the Service Offering to the Assignment group field
• B. If selected CI has a Support group, write that group to the Assignment group field
• C. If selected CI has an Owner group, write that group to the Assignment group field
• D. If selected CI does not have a Support group, write the Support group from the Service Offering to the Assignment group field

Answer: BD

NEW QUESTION 10
How is granular read and write access for a specific change model defined?

• A. Setting Advanced Security to true and applying user criteria
• B. Configuring ACL's on the Create New landing page
• C. Change properties
• D. Configuring ACL's on the chge_model table

Answer: A

NEW QUESTION 11
Your client indicates they would like a way to designate VIP callers on an incident form. How would you accomplish this?

• A. VIP Flag reference decorator
• B. VIP flag dictionary entry
• C. VIP Flag field style
• D. VIP Flag action script

Answer: C

NEW QUESTION 12
Which field from the configuration item will automatically populate in the Assignment group field of a problem record?

• A. Change group
• B. Support group
• C. Managed
• D. Approval group

Answer: B

NEW QUESTION 13
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 Change The Network CAB group record has the Group type: Change
What 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

Answer: C

NEW QUESTION 14
What baseline Change Flows support the baseline Normal Change model?

• A. Change - Normal - Assess- Change - Normal -Authorize- Change- Normal-Clos
• B. Change - Implementation tasks
• C. Change - Normal - New, Change - Normal -Assess, Change - Normal - Implement Change - Implementation tasks
• D. Change-Normal-Assess, Change-Normal-Authorize, Change- Normal - Implement Change - Implementation tasks
• E. Change - Normal - New Change - Normal - Review, Change - Normal - Clos
• F. Change - implementation tasks

Answer: C

NEW QUESTION 15
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

• A. Publish Workaround
• B. Document a Known error
• C. Complete Investigation
• D. Complete RCA
• E. Document Five Whys

Answer: A

NEW QUESTION 16
How are Features related to Products and Releases?

• A. Products have associated features, which are organized into releases
• B. Products use features to define release types
• C. Features are included in releases, not associated with products
• D. Emergency releases can include products and features

Answer: A

NEW QUESTION 17
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