Pearson CIS-ITSM New Attempt

Certified Implementation Specialist - IT Service Management Questions and Answers

Question 29

Why don't Problem records automatically move from Resolved to Closed after the fix is implemented.

Options:

It is designed to follow the ITIL4 standard

There is a scheduled job that automatically moves Resolved problems to Closed after 7 days

It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record

There is no Closed state. Problem records are moved to Completed

Question 30

Which role has the ability to configure and manage incident Management properties?

Options:

incident_admin

incident_manager

itil

itil_admin

Question 31

What process is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the catalog and ensuring that a central, accurate, and consistent source of data is provided?

Options:

Service portfolio management

Catalog item management

Service mapping

Service catalog management

Question 32

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?

Options:

If 7 days has passed, since the Problem was closed, it cannot be re-opened

Problem Manager clicks Re-Analyze on the Problem record

Problem Assignee clicks Re-Open on the Problem record

Administrator clicks Re-Open on the Problem Record

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Certified Implementation Specialist - IT Service Management Questions and Answers

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CompTIA

Fortinet

Microsoft

Salesforce