CIS - ITSM 8 | Take the Quiz

Which of the following components can be turned on or off in the Service Catalog Cart Layout?

Calculate Shipping

Add to Wish List

Delete Item

Quantity

In the baseline platform configuration, if a change approver rejects an approval for a normal change, what will the state of the change be set to?

Rejected

Assess

Closed Incomplete

New

When can a user (who has no assigned roles in the system) close an incident?

When the user is the Caller and the incident's State is Resolved.

When the user is the Caller or on the Watch list and the incident's State is Resolved.

When the user is the Caller and the incident's State is not already closed.

When the user is the Caller and the incident's State is not already resolved.

Which platform feature is used to determine whether an incident meets the conditions for First Call Resolution?

Business Rule

First Call Resolution field

Benchmark

Metric

What are the most common ways to create problems?

Manually using the Problems related list on a change.

Using the Create Problem UI action on an incident.

Using the Create Problem Virtual Agent Conversation.

Using a third-party integration.

In change management, which record should be modified to restrict when a change can move to a specific state?

UI Action for the State Transition

ChangeRequestStateModel Script Include

ChangeRequest Script Include

ChangeRequestStateModelSNC Script Include

Which of the following fields are mandatory when you are resolving an Incident?

Configuration item

Work Notes

Resolution code

Short Description

Which incident field is populated when you attach a known error (KE) article to an incident, and the attached KE article has a problem record associated with it?

Resolved by (resolved_by)

Resolution Code (close_code)

Cause by Change (caused_by)

Problem (problem_id)

What is the default data retention policy for knowledge View logs?

3 calendars years

1 calendar year

6 calendar months

5 calendar years

Which CI class is NOT included in the search results for configuration items, affected CIs, or impacted services within an Incident record?

Business Service Group

Application Service

Service Offering

Business Application

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