Free CIS-ITSM Sample Questions — Certified Implementation Specialist - IT Service Management

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 me UI action?

• A. An error is displayed indicating the agent must manually assign the incident
• B. The agent is prompted to select the Assignment group
• C. The Assignment group field automatically populates with the agent's primary group
• D. The Assignment group field will not populate

What would you use to define a common grouping of configuration items such as all web servers in Miami?

• A. CI class
• B. Dependent group
• C. CSDM component group
• D. Dynamic CI group

By default, when using Inbound actions, what happens if an email is received and has an Incident watermark?

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

Where are the technical approvals defined, that are executed in the Change - Normal - Assess flow?

• A. Change Approval Policy
• B. Change Assess Approval Subflow
• C. Change Approval Matrix
• D. Change Approval Subflow

Problem management provides what benefits for Incident management? (Choose two.)

• A. Solutions implemented reduce future incidents
• B. Published workarounds help quickly resolve incidents
• C. Problem investigations automatically triggered for multiple user incidents
• D. Incident managers authorize problem investigations

What defines which catalog items, and in what order, are included in an Order Guide?

• A. Order guide template
• B. Rules
• C. Variable sets
• D. UI policies

Prior to Quebec, when you click Change > Create New, which page is displayed?

• A. Change Landing Page
• B. Change Form
• C. Change Catalog
• D. Change Wizard
• E. Change Interceptor

A change user complains that with the new Preapproved tab, they have to search through many options to find the Reboot Windows Server change. Since they use this change several times per day, it is inconvenient. What should you suggest to make it easier for the change user?

• A. Use the Pin feature
• B. Make a Favorite
• C. Use the keyword search
• D. Drag the change tile to the Navigation pane

What defines the required approvals and the associated conditions for a change model?

• A. change approval policy
• B. change model's state transitions
• C. change model approval definition
• D. change approval lifecycle flow

When a user clicks on the Communicate workaround UI action on the Problem form, what happens?

• A. Workaround is written to the Comments field on any open Incident associated with the problem
• B. Workaround is written to the Workaround field on any incident associated with the problem
• C. Workaround is written to a draft Knowledge article
• D. Workaround is written to the Work notes field on any open Incident associated with the problem

What is the minimum number of offering(s) a service must have to move to the Catalog phase?

• A. 1
• B. 2
• C. 3
• D. 4

What are two effective measures of performance for the Problem Management process? (Choose two.)

• A. Problems older than 30 days by Priority and State
• B. Number of Problem that have Breached SLAs
• C. Percentage of Problem Resolution within SLA by Category
• D. Average Problem Resolution Time

Which baseline Change Flow automatically generates a Change task, for Post Implementation Review?

• A. Change - Emergency - Review
• B. Change - Emergency - Authorize
• C. Change - P1 - Review
• D. Change - Major Incident - Authorize
• E. Change - Emergency - PIR

Which of the following Change Task Types are available by default? (Choose three.)

• A. Planning
• B. Testing
• C. Review
• D. Deployment
• E. Verification

When creating a catalog, which field specifies who is able to create, modify, and publish items in the catalog?

• A. Editors
• B. Item Admins
• C. Item Owners
• D. Authors

Which role has the ability to modify the cart layout?

• A. itil
• B. itil_admin
• C. catalog_admin
• D. catalog_manager

Your customer is using the baseline Create Incident Catalog Item and would like to add a few additional input fields. How should you update the catalog item?

• A. Edit in Catalog Item Designer
• B. Edit in Item Designer
• C. Edit in Catalog Builder
• D. Edit in Form Designer

When you activate the ITSM Roles plugin, what additional granular roles are created for the Incident application? (Choose two.)

• A. sn_incident_update
• B. sn_incident_read
• C. sn_incident_write
• D. sn_incident_insert

Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?

• A. Processes
• B. Flows
• C. Procedures
• D. Actions
• E. Scripts

Which of the following cannot be defined or set through a Catalog UI Policy?

• A. Apply a requirement to all form views
• B. Setting a variable to mandatory
• C. Reverse UI Policy if conditions are false
• D. Setting a variable to read-only