CIS-ITSM practice test

1. Question 1 · 1

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

   Choose one answer.

   

   • Just CIs defined directly in cmdb_ci_computer
   • CIs defined directly in cmdb_ci_computer and all parent classes
   • CIs defined directly in cmdb_ci_computer and all child classes

2. Question 2 · 1

   Your customer has built a mature knowledge base, with articles targeted to internal audiences -which are technical. Other articles are written for end users, with simple instructions. From the Incident form, the agents would like to be able to identify which articles are visible to the callers What feature would you use, to satisfy this requirement?

   Choose one answer.

   • Internal/External Highlighting
   • Search as User
   • Show User Viewable
   • User Only View

3. Question 3 · 1

   Which catalog property allows users to save partially-completed requests to complete and submit at a later time?

   Choose one answer.

   • Edit cart layout
   • Enable wish list
   • Enable cart save
   • User partial save

4. Question 4 · 1

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

   Choose one answer.

   • Processes
   • Flows
   • Procedures
   • Actions
   • Scripts

5. Question 5 · 1

   Unless there are particular security requirements, what role is given to users that perform request fulfillment work?

   Choose one answer.

   • itil
   • task_worker
   • sc_fulfiller
   • catalog_fulfiller
   • fulfiller

6. Question 6 · 1

   Your customer is a data center. They have a construction department that builds out spaces for new customers. The customer account representatives are responsible for initiating the construction requests. The guidelines are extensive for how to complete the construction request documentation. Your customer wants the catalog to contain two items: 1. Construction request 2. Getting Started with Construction Requests The Getting Started Item should contain a link to a Knowledge Article. What type of item would you use to satisfy the requirement for the Getting Started Item?

   Choose one answer.

   • Knowledge Item
   • Record Producer
   • Content Item
   • Order Guide
   • Catalog Item

7. Question 7 · 1

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

   Choose one answer.

   • Order a set of Dishes
   • Order a Custom Automobile
   • Order a Technical Consultation
   • Order a Couch
   • Order a case of Laundry Soap

8. Question 8 · 1

   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?

   Choose one answer.

   • On the Cart Layout, Columns tab, unselect Quantity column
   • On the Catalog Item, Columns tab, unselect Quantity column
   • On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity
   • On the Catalog, Advanced View, unselect Use cart layout, select No quantity
   • On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive

9. Question 9 · 1

   A manager wants to run a report on the Computer catalog items, to see how many requests are being made for the add on extra memory, as compared with those requiring only the base memory. How would you meet this requirement?

   Choose one answer.

   • Build report on SC Task table, Group by Variables for Computer > Extra memory
   • Build report on Requested Item table, Group by Variables for Computer > Extra memory
   • Build report on Task table, Group by Variables for Computer > Extra memory
   • Build report on Request table, Group by Variables for Computer > Extra memory
   • Build report on Catalog Item table, Group by Variables for Computer > Extra memory

10. Question 10 · 1

    Which record type would you use for an Ask a Question form that would generate an Incident?

    Choose one answer.

    • Record Producer
    • Order Guide
    • Linked Item
    • Catalog Item
    • Content Item

11. Question 11 · 1

    Which of the following objects on the Shopping Cart Widget can be displayed or hidden using Maintain Cart Layouts settings? (Choose two.)

    Choose all answers that apply.

    • Quantity
    • Requested by
    • Price
    • Shipping Address

12. Question 12 · 1

    Your customer wants a catalog to contain two items: 1. A request with 1 approval and 2 fulfillment tasks 2. A link to a knowledge article What type of item would you use to satisfy the requirement for the Construction request?

    Choose one answer.

    • Catalog Item
    • Content Item
    • Record Producer
    • Order Guide

13. Question 13 · 1

    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?

    Choose one answer.

    • Edit in Catalog Item Designer
    • Edit in Item Designer
    • Edit in Catalog Builder
    • Edit in Form Designer

14. Question 14 · 1

    When building multiple catalog items, which components would you evaluate for consolidation and re-use? (Choose two.)

    Choose all answers that apply.

    • Sets of Variables
    • Entitlements
    • Icons
    • Flows and Subflows

15. Question 15 · 1

    Which record type would you use for a Computer request?

    Choose one answer.

    • Record Producer
    • Catalog Item
    • Content Item
    • Order Guide

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