CIS-ITSM Practice Test 10 — 10 Questions

Question 1

Which THREE factors influence the Priority calculation in the default ITSM Incident Management?

Accepted Answer

Priority Lookup Rules. Priority is a matrix determined by Impact (the scope) and Urgency (the user's need), and the Priority lookup rules defined in the system.

Answer

Resolution Time

Answer

Assignment Group

Question 2

When using the CAB Workbench, how is a meeting agenda created?

Accepted Answer

Generated automatically by the CAB Definition.. The CAB Workbench automatically pulls pending Change Requests into the agenda based on the CAB definition.

Answer

Defined in the Change Request form.

Answer

Manually add each change.

Answer

Set by the CAB manager in the meeting.

Answer

Imported via Excel.

Question 3

An organization requires that emergency changes bypass standard CAB approval but still require approval from a specific Incident Commander group. Which feature should be configured to achieve this without writing custom business rules?

Accepted Answer

Change Models and associated Approval Definitions. Change Management uses Change Authorities and Assignment Rules or Change Models with defined approval definitions to handle routing for different change types.

Answer

Change Management - State Model properties

Answer

Out-of-the-box Emergency CAB definition

Answer

Change Risk Calculator script

Question 4

An enterprise requires that conflict detection checks not only direct CI matches but also upstream and downstream dependent CIs. Which property or configuration enables this extended conflict checking behavior?

Accepted Answer

Enabling 'Check related CIs' in Change Properties. Conflict detection behavior regarding relationships is controlled by properties like com.snc.change_management.conflict.relationships and related script includes.

Answer

Setting the system property glide.ui.cmdb.cascade_deletes

Answer

Modifying the cmdb_ci_rel table dictionary

Answer

Configuring CI Class Manager inheritance rules

Question 5

Which TWO tasks are typically performed during the 'Review' state of a normal change? (Choose two.)

Accepted Answer

Verifying whether the change was successful and documenting lessons learned. During the review state, teams conduct Post Implementation Reviews and check close codes.

Answer

Performing risk assessment questionnaires

Answer

Running initial conflict detection and scheduling

Answer

Submitting standard change proposals to the catalog

Question 6

Which form component is used to quickly search the Knowledge Base based on incident short description?

Accepted Answer

Knowledge Sidebar. The 'Knowledge' related link or side-panel search helps agents find relevant articles.

Answer

Incident History

Answer

Catalog

Answer

Service Portal

Question 7

A problem coordinator wants to create a new Problem record directly from an existing major Incident while retaining a bi-directional link so that updates to the Incident's workaround are automatically copied to the related Problem. How should the administrator achieve this relationship natively?

Accepted Answer

Use the 'Create Problem' UI Action on the Incident form. Using the 'Create Problem' UI Action on the Incident form creates a problem record and establishes a related list entry using the task_rel_table or out-of-the-box reference mechanisms.

Answer

Configure a Data Policy from Problem to Incident

Answer

Write a custom database trigger

Answer

Manually populate the Parent incident field on the Problem form

Question 8

Which table stores individual Change Tasks (such as Post-Implementation Testing or Implementation tasks) associated with a Change Request?

Accepted Answer

change_task. Change tasks are stored in the change_task table, which extends the task table.

Answer

incident_task

Answer

wm_task

Answer

sc_task

Question 9

An administrator is troubleshooting why conflict detection is not running when changes are updated via a REST API integration. Which condition in the conflict detection business rule might prevent execution during API calls?

Accepted Answer

The business rule checks if the update modifies schedule-related fields (like planned start/end or CI) and runs accordingly. Business rules often check 'current.isAction()' or execution context (e.g. checking if it is an interactive session or if relevant schedule fields changed).

Answer

Conflict detection requires an interactive web browser session

Answer

REST APIs inherently disable all database business rules globally

Answer

Integration accounts lack read access to the cmdb_ci table

Question 10

An administrator needs to disable automatic conflict detection for a specific integration account that bulk-imports changes. What is the recommended way to prevent conflict detection from running during this specific import?

Accepted Answer

Deactivating the business rule that triggers conflict detection and checking session or import set context. Setting the 'ni.nolog' or using sysparm flags or controlling conflict execution via script includes / business rules (such as checking current.isAction()) is standard, but disabling via configuration property or checking context is common. Alternatively, setting specific properties or API flags.

Answer

Modifying the CMDB sync engine properties

Answer

Changing the integration user's role to 'itil'

Answer

Deleting the ConflictFinderSNC script include