CIS-ITSM Incident Management Practice Test 5 — 15 Questions

Question 1

When an incident is moved to 'Resolved', what happens to the SLA timer?

Accepted Answer

The SLA timer stops. The SLA engine pauses or stops the SLA timer based on the stop condition defined in the SLA Definition.

Answer

The SLA timer pauses indefinitely

Answer

The SLA timer continues

Answer

The SLA timer resets to zero

Question 2

What is the difference between 'Work Notes' and 'Comments' in an incident?

Accepted Answer

Work notes are internal; Comments are visible to the caller. Work notes are internal to IT staff; Comments are visible to the end user (Caller).

Answer

Work notes are mandatory; Comments are optional

Answer

Work notes are visible to the caller; Comments are internal

Answer

None

Answer

Both are visible to everyone

Question 3

An organization wants to capture 'Resolution Code' values that are specific to the 'Network' category. How is this achieved?

Accepted Answer

Dependent Values on the Choice field. Choice lists can be filtered using dependent values or dictionary overrides to show specific options based on category.

Answer

ACLs

Answer

System Properties

Answer

Client Script

Question 4

What is the purpose of the 'Parent Incident' field?

Accepted Answer

To link child incidents to a master incident. It allows grouping related incidents under one master record for easier management.

Answer

To link an incident to a problem

Answer

To link an incident to a user

Answer

To define the SLA group

Question 5

What is the 'Service Desk' group's primary role in Incident Management?

Accepted Answer

Single Point of Contact for end users. The service desk acts as the Single Point of Contact (SPOC) for users to report incidents.

Answer

Managing service level agreements

Answer

Developing new applications

Answer

Fixing all hardware issues

Question 6

When creating an Incident from a Service Portal, which component defines the fields displayed to the user?

Accepted Answer

Record Producer. A 'Record Producer' is the catalog item type used to create task-based records from the portal.

Answer

Incident Form

Answer

Catalog Item

Answer

Business Rule

Question 7

Which feature allows an agent to create a knowledge article directly from an Incident?

Accepted Answer

Create Knowledge UI Action. The 'Knowledge' related link or UI action on an incident allows for quick article creation.

Answer

Incident Template

Answer

Import Set

Answer

Knowledge Management Plugin

Question 8

If you need to ensure that an incident cannot be resolved unless the 'Work Notes' field is not empty, which method is most effective?

Accepted Answer

Data Policy. A Data Policy can be configured to make fields mandatory on the server side, ensuring compliance even if the UI is bypassed.

Answer

Catalog Client Script

Answer

UI Policy

Answer

Workflow

Question 9

Which role is the minimum required to read and update incident records?

Accepted Answer

itil. The 'itil' role is the standard role for fulfilling incident tickets.

Answer

user

Answer

admin

Answer

itil_admin

Question 10

What is the purpose of the 'Configuration Item' (CI) field on the Incident form?

Accepted Answer

To identify the affected asset. The CI field identifies the specific hardware or software asset that is causing the incident.

Answer

To list the incident reporter

Answer

To define the SLA group

Answer

To store the resolution notes

Question 11

When an incident is set to 'On Hold', the 'On Hold' timer should begin. How is this configured?

Accepted Answer

SLA Pause Conditions. SLA pause conditions are configured in the SLA Definition to track time when the incident is in a specific state.

Answer

System Property

Answer

Metric Definition

Answer

Business Rule on Incident state

Question 12

What happens when an incident 'Priority' is changed from 3 to 1?

Accepted Answer

SLA target dates are recalculated. The SLA engine recalculates the target resolution time based on the new priority if the SLA definition is tied to priority.

Answer

The incident is deleted

Answer

The caller is notified via email

Answer

The incident is automatically closed

Question 13

Which field on the Incident form indicates the urgency of the issue from the user's perspective?

Accepted Answer

Urgency. The 'Urgency' field represents how quickly the user needs the issue resolved.

Answer

Priority

Answer

Severity

Answer

Impact

Question 14

Which THREE are valid stages in the standard Incident lifecycle?

Accepted Answer

New. The standard lifecycle includes New, In Progress, On Hold, Resolved, and Closed.

Answer

Planning

Answer

Draft

Answer

None

Question 15

Which mechanism ensures that if an Incident is not updated for 24 hours, an email is sent to the manager?

Accepted Answer

Inactivity Monitor. A 'Scheduled Job' or 'SLA' can be used, but 'SLA Breach' or specific 'Inactivity Monitors' are the standard tools for this.

Answer

Workflow

Answer

Business Rule

Answer

Client Script