Questions for the CIS-ITSM were updated on : Sep 01 ,2024
A developer is trying to access org data from within a test class.
Which sObject type requires the test class to have the (seeAllData=true) annotation?
C
In Problem Management, when using the Communicate Fix related link, which of the following
conditions must be met for the fix to be communicated? (Choose three.)
A,B,C
Which of the following is NOT a way service catalog requests may be submitted in a baseline
ServiceNow instance?
A
Which of the following components can be turned on or off in the Service Catalog Cart Layout?
D
Explanation:
In the baseline platform configuration, if a change approver rejects an approval for a normal change,
what will the state of the change be set to?
D
Explanation:
"If one group member rejects, a notice is sent to the requester and the change is updated with a
State = New and
Approval = Rejected.''
When can a user (who has no assigned roles in the system) close an incident?
A
Explanation:
Which of the following ITIL terms refers to the cause of one or more incidents that is typically
unknown at the time of detection?
A
Catalog UI Policies may be applied to _____________. (Choose two.)
B,C
On an incident, which of the following conditions will trigger the Reopen Count field value to be
incremented?
D
The Change Task [change_task] table is extended from the _____________ table.
C
How is access to knowledge articles administered?
B
For the majority of catalog items, the customer requires quantity and price to be displayed. However,
for one item, the customer would like to omit these two fields.
Which of the following approaches should be used to satisfy this requirement?
C
In which phase of the incident management lifecycle do incidents typically gel escalated?
B
Explanation:
Page 49 in course materials
During the Investigation and Diagnosis phase, you will research the incident and analyze/diagnose
the issue.
Analysis of the issue may indicate that the incident needs to be escalated to a particular group for
resolution.
Which of the following is the goal of problem management?
A
Explanation:
Action and Value Implementing Problem Management can help you:
Prevent Problems and resulting Incidents from happening
Eliminate recurring Incidents
Minimize the impact of Incidents
ITIL definition:
The primary objectives of problem management are to prevent problems and resulting incidents
from happening,
to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.
The Information
Technology Infrastructure Library defines a problem as the cause of one or more incidents.
Under which circumstances is it appropriate to accept the risk of a problem?
D