CIS-ITSM: Certified Implementation Specialist - IT Service Management

A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis.

What would be the next step for this problem?

The Major Incident Management (MIM) application is linked at the Incident management process but the records have in additional set of States. What are these Ml States?

Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident, Problem and Change forms.

What do you recommend to your customer?

Your customer wants to give secure access to business users to view problem records and reports for the products they support. When you install the ITSM roles plugin, what additional problem role is installed to support this requirement?

What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency.

Which module should you use to locate and update the Priority Problem Lookup record?

On a request form, the requester needs to indicate when they need to receive the item.

What Variable type would you use for this information?

When using the Email Client, what is the difference between an Email Template and a Quick Message?

Your customer wants to use Incident Tasks on Incident Records But for efficiency reasons they want to automatically close all Incident Tasks when the parent Incident is closed or canceled. How could you meet this requirement?

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