CIS - IT Service Management Practice Questions & Answers • ExamPrepare

Question 1

A Change User creates a Change Request from an active Incident using the available UI Actions.

Which update does the system make to the Incident record?

The Incident record is duplicated and associated with the Change Request
The Change Request field on the Incident is updated to reflect the relationship
The Incident record is escalated to the Change Manager for Change Request review

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Question 2

If a change model has Write roles AND Can write defined, which users have the ability to modify the change model record?

Users with the itil_admin role
Users that have the Write role(s) OR that match the Can write user criteria
Users that have the Write role(s) AND match the Can write user criteria
Users with sn_change_write role
Users with admin role

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Question 3

When building multiple catalog items, which components should be evaluated for consolidation and re-use?

Worflow Triggers
Approvals
Flows and Subflows
Sets of Variables

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Question 4

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Question 5

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

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Question 6

Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot.

How do you explain this?

The technical resources working on the problem investigation are focused on the technical details, and may provide information that is not useful for the callers
The message will be automatically displayed on the Portal
The problem coordinator is the only role with the ability to recall a message
The problem coordinator is responsible for approving or rejecting the proposed message

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