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CIS - ITSM 9

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
Categories
Execution Plans
On an incident record, where are the fields that appear on the caller lookup select box defined?
The Caller lookup field on the [user] table
The ref_ac_column attribute from the dictionary entry
The ref_contributions attribute on the caller lookup form
The form design of the caller lookup form
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