CIS-ITSM Free Practice Test

Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services.
What should you do to satisfy this requirement?

1. A. Add a new Policy Input to the Normal Change Approval Policy
2. B. Add a new Decision to the Normal Change Approval Policy
3. C. Add a new Change Approval Policy
4. D. Add a new Decision to the Normal Change Workflow

Correct Answer: B

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

1. A. Categories
2. B. Content Items
3. C. Requested Items
4. D. Execution Plans

Correct Answer: B

In release management what controls the movement of the state from Scoping to Awaiting Approval?

1. A. Flow
2. B. State model
3. C. Manual state selection
4. D. Workflow

Correct Answer: D

Where should an admin go to view all of the search queries entered by users in the knowledge search?

1. A. [KD_feedback] table
2. B. [kb_view] table
3. C. Knowledge queries application
4. D. Search logs application

Correct Answer: C

What is KCS (Knowledge Centered Services)?

1. A. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
2. B. A documented methodology to provide a set of best practices for creating and maintaining knowledge
3. C. A dashboard with specific visualization of the different knowledge bases and categories
4. D. An application that helps agents and managers to create cases from Knowledge articles

Correct Answer: B