ServiceNow CIS-ITSM Exam Prep | 155 Questions with 100% Correct Answers | Verified | 26 Pages

True or False: Once an Incident is placed in a Resolved State, the Caller may no longer re-open the Incident. - TRUE Common recurring Catalog Variables can be grouped and standardized using _________ - Variable Sets Which platform feature is used to track field value duration's, such as the length of time an Incident spent in each State or the length of time an Incident was assigned to each group? - Metric _______________ is primarily focused on the details needed to manage and operate hardware and software. _______________ is primarily focused on the financial aspects of hardware and software. - Configuration Management, Asset Management True or False: In the baseline configuration, Service Level Agreements use percentages of SLA Duration to determine when to send Breach Warnings and Breach Notice notifications. - TRUE In which phase of the Incident Management life-cycle do Incidents typically get escalated? - Investigation and Diagnosis