CIS ITSM

When creating a catalog, which field specifies who can edit, update, and delete catalogs, categories, and catalog items ?

• Manager

• Owner

• Editors

• Contributors

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 ?

• Use the keyword search

• Drag the change tile to the Navigation pane

• Make a favorite

• Use the Pin feature

Request fulfillment relies on three record types, Requests, Requested Items, and Catalog Tasks. The lifecycle status of these records is reflected in a combination of state and stage fields. Which status field is set by the flow ?

• Status on Request

• Stage on Requested Item

• State on Catalog Task

• State on Requested Item

Your customer needs help defining Category values for the Problem records. What approach should you suggest ?  (Choose two.)

• Define categories based on the customer’s CMDB classes

• Re-use existing categories from incident management

• Re-use existing categories from legacy systems

• Define categories based on ITIL problem taxonomy

What are the different ways a user can provide feedback on a knowledge article ? (Choose four.)

• 10 Star Scale

• 5 Star Scale

• Helpful?

• Flag Article

• Comment on Article

A customer requests that when the Service Desk agent clicks on the information icon for the Caller's name, the quick view frame shows only the following fields:

User name -

Manager name -

Email Address -

Employee ID -

How would you modify the quick view frame ?

• Update the sys_quick view for the user table

• Update the sys_popup view for the caller table

• Update the sys_popup view for the user table

• Update the sys_quick view for the caller table

When defining catalog categories and subcategories, what are some good practices to follow ? (Choose two.)

• Keep the number of top-level categories to 8-10

• Do not go to deep with subcategories: go only 1-2 levels deep

• Remember that items can only be assigned to one category

• Align categories with CMDB classes where possible

When using the Knowledge - instant Retire workflow, how does the Valid to date enact a Knowledge article ?

• On Valid to date, retire notification is sent to the Knowledge base owner

• On Valid to date, retire notification is sent to the Knowledge article author

• On Valid to date, article is automatically retired

• On Valid to date, the article is archived

Given the class structure shown below, which types of CIs will be included in a report run against the cmdb_ci_computer table ?

• CIs defined directly in cmdb_ci_computer and all parent classes

• CIs defined directly in cmdb_ci_computer and all child classes

• Just CIs defined directly in cmdb_ci_computer

Roles control which users can perform which actions on a change record. What are actions, which cannot be performed by anyone, even an administrator ? (Choose two.)

• Delete CAB Definition

• Delete a Standard Change Template

• Delete a Change Record

• Update Change Type on an existing change record