CIS - ITSM 6

What field becomes mandatory when the Incident On hold reason is set to Awaiting Caller?

Configuration Item

Additional comments

Work notes

Assined to

Which UI action can be selected on an incident or a problem record to check if you are part of the assignment group?

Auto Assign

Assign to me

Update Assignment Group

Create assignment rule

Authorising an order is usually associated with the _______ stage in the Request Management Lifecycle.

Submittal

Fulfilment

Approval

Closure

How do you specify the set amount of time agreed upon to respond to or resolve an incident?

Urgency

Service level agreements (SLAs)

Additional comments

Work notes

The problem and the solution have just been identified. What stage of the lifecycle is the problem in?

Creation and classification

Resolution and Closure

Investigation and Diagnosis

None of the above

What CMDB table stores the basic attributes of all the configuration items?

Configuration File (cmdb_ci_config_file)

CI Relationship [cmdb_rel_ci]

Configuration Item [cmdb_ci]

Base Configuration Item [cmdb]

What state is used when an Incident is raised in error or identified as a duplicate of another incident record?

Closed

Canceled

On Hold

Resolved

What table do you need to update to view the callers with VIP status on the Incidents list and form?

Incident_alert

Incident_fact_table

Sys_user

Sys_restricted_caller_access

What 'On hold reason' can pause the resolution SLA in an Incident?

Awaiting Caller

Awaiting Problem

Awaiting Vendor

Awaiting Change

What is the best way to share a knowledge article with another user?

A permalink

Sharing the keywords

Copying and pasting the text

Taking a screenshot

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