CIS - ITSM 9 | Take the Quiz

What is a structured investigation to identify and understand the underlying cause of a problem to prevent a recurrence?

Known Error Database (KEDB)

Root Cause Analysis (RCA)

Key Performance Indicator (KPI)

Post Implementation Review (PIR)

How can you automatically populate the change request assignment group on creation when the 'Assignment group' and the 'Assigned to' fields are empty?

Based on the change group of the respective CI/Service offerings

Based on the assignment group of the opened by/updated by user

Based on the assignment group of the requested by/created by user

Based on the default group for the Change Management team

Where on the Problem form do you record the Workaround and Cause notes?

Under 'Resolution' tab

Under 'Other Information' tab

Under 'Analysis Information' tab

Under 'Notes' tab

Preparing the order is associated with the _______ stage in the Request Management lifecycle.

Submittal

Closure

Fulfillment

Approval

Who is notified when a problem manager or coordinator clicks the 'Communicate Fix' link on a problem record?

Assigned to analysts of its Problem tasks

Assigned to user of the Problem record

Assigned to users of the related incidents

Callers of the related incidents

In the baseline Change - Normal model, when the Change request goes to the Review state, what happens to the implementation and testing tasks, if they have not been closed.

They are automatically canceled

They are automatically closed

They are automatically assigned to the Change assignee and closed

An error displays, requiring that the Tasks be closed before moving to Review

What module do you use to change the setting for the time between incident Resolution and Closure?

ITSM Properties

System Settings

Incident Settings

Incident Properties

By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?

Incident record is updated, per the action's script

Incident SLA clock is un-paused

Auto-reply sent to sender, recommending they use Portal chat

Incident record is re-set to state = attention required

Which type of catalog item may be found in a Service Catalog?

Requested Items

Order guides

CIS - ITSM 9

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