SERVICENOW CIS ITSM EXAM PREP QUESTIONS
Value of Incident Management - Answers - 1. Restore service faster
2. Minimize service interruptions
3. More efficient identification, prioritization and resolution of incidents
4. Escalation to correct groups leads to faster resolution
Benchmarks or KPIs for Incident - Answers - % of:
high priority incidents resolved
incidents resolved on first assignment
Incidents resolved within SLA
Reopened Incidents
Avg time to:
resolve high priority incident
resolve incident
Incident Lifecycle - Answers - 1. Create and classify
2. Investigate and diagnose
3. Resolve and close
Incident: Activities during Create and classify stage - Answers - 1. Log incident
2. Define and classify incident details
3. Specify CI that is impacted
4. Assign the incident
Incident: What is the state of an incident during the Create and Classify stage - Answers
- New
Incident: What are the configuration steps to complete to satisfy the Create and Classify
stage of the life cycle? - Answers - 1. form layout
2. Classification structure
3. CI Usage/relationships
4. Inbound actions
5. Prioritization (Impact + Urgency)
6. Record Producers
7. Incident deflection (service portal)
Incident: Activities during Investigate and Diagnose stage - Answers - 1. Assignee takes
ownership of incident
2. Diagnose symptoms
3. Investigate and research potential causes
4. Update activity (work notes, comments)
5. Escalate (as needed)
6. Monitor progress of incident towards resolution
,Incident: What are the states of an incident during the Investigate and Diagnose stage?
- Answers - 1. In progress
2. On hold
Incident: What are the configuration steps to complete to satisfy the Investigate and
Diagnose stage of the life cycle? - Answers - 1. State model (best practice is to keep
baseline)
2. Priority and assignment methods
3. Knowledge search
4. Activity log
5. Parent-Child relationships and interactions
6. Notifications
7. SLAs
8. Integrations
9. Assignment Groups
Incident: activities during Resolve and Close stage - Answers - 1. Restore service
2. Update activity (work notes and comments)
3. Communicate Resolution
4. Mark Incident resolved (resolution code, resolution note)
5. Manual or automatic incident closure
What are the states of an Incident during the Resolve and Close stage? - Answers - 1.
Resolved
2. Closed
3. Cancelled
Incident: What are the configuration steps to complete to satisfy the Resolve and Close
stage of the life cycle? - Answers - 1. Surveys
2. Time to close (if automatic - Baseline is 7 days in London release)
Name the tables that are referenced from the incident form - Answers - 1. sys_user
2. sys_user_group
3. cmdb_ci
4. cmdb_ci_service (business service)
5. core_company
6. cmn_location
Describe the inheritance as it relates to Incident table - Answers - Incident inherits from
task table.
Incident_task inherits from incident table.
Incident: baseline modules - Answers - 1. Create New
2. Assigned to me
3. Open
4. Open - unassigned
, 5. Resolved
6. All
7. Overview
8. Critical Incident map
Incident database views - Answers - 1. incident_metric
2. incident_sla
3. incident_time_worked
4. task_survey_detail
Name 2 integration points for Incidents - Answers - 1. Platform Web Services
(REST/SOAP)
2. Event Management
Functional Roles in Incident - Answers - 1. Process Owner
2. Service Desk Analyst
3. Technical Support
What are the baseline incident SLAs? - Answers - 1. Response SLA
2. Resolution SLA
What starts and stops the incident response SLA? - Answers - Starts: Incident is in a
state of New
Stops: Incident is in state of In Progress and has an assignee
What starts, stops, or pauses the incident resolution SLA? - Answers - Starts: Incident is
in a state of new
Pauses: Incident is moved to state of On hold or Resolved
Stops: Incident moves to state of closed or cancelled
Describe the incident SLA stages and color coding: - Answers - In progress (yellow)
Condition Met (green)
Condition not met (Red) - SLA may be in progress, paused, cancelled or completed
state.
* See this on the Task SLA tab on the incident form.
What fields are pre-populated on the incident form? (with defaults) - Answers - Number
Category (defaults to Inquiry/help)
State (defaults to New)
Impact ( defaults to 3 - Low)
Urgency (defaults to 3 - low)
Priority (defaults to 5 - planning)
What fields from incident are copied to a problem record when created from the incident
form? - Answers - Impact
Value of Incident Management - Answers - 1. Restore service faster
2. Minimize service interruptions
3. More efficient identification, prioritization and resolution of incidents
4. Escalation to correct groups leads to faster resolution
Benchmarks or KPIs for Incident - Answers - % of:
high priority incidents resolved
incidents resolved on first assignment
Incidents resolved within SLA
Reopened Incidents
Avg time to:
resolve high priority incident
resolve incident
Incident Lifecycle - Answers - 1. Create and classify
2. Investigate and diagnose
3. Resolve and close
Incident: Activities during Create and classify stage - Answers - 1. Log incident
2. Define and classify incident details
3. Specify CI that is impacted
4. Assign the incident
Incident: What is the state of an incident during the Create and Classify stage - Answers
- New
Incident: What are the configuration steps to complete to satisfy the Create and Classify
stage of the life cycle? - Answers - 1. form layout
2. Classification structure
3. CI Usage/relationships
4. Inbound actions
5. Prioritization (Impact + Urgency)
6. Record Producers
7. Incident deflection (service portal)
Incident: Activities during Investigate and Diagnose stage - Answers - 1. Assignee takes
ownership of incident
2. Diagnose symptoms
3. Investigate and research potential causes
4. Update activity (work notes, comments)
5. Escalate (as needed)
6. Monitor progress of incident towards resolution
,Incident: What are the states of an incident during the Investigate and Diagnose stage?
- Answers - 1. In progress
2. On hold
Incident: What are the configuration steps to complete to satisfy the Investigate and
Diagnose stage of the life cycle? - Answers - 1. State model (best practice is to keep
baseline)
2. Priority and assignment methods
3. Knowledge search
4. Activity log
5. Parent-Child relationships and interactions
6. Notifications
7. SLAs
8. Integrations
9. Assignment Groups
Incident: activities during Resolve and Close stage - Answers - 1. Restore service
2. Update activity (work notes and comments)
3. Communicate Resolution
4. Mark Incident resolved (resolution code, resolution note)
5. Manual or automatic incident closure
What are the states of an Incident during the Resolve and Close stage? - Answers - 1.
Resolved
2. Closed
3. Cancelled
Incident: What are the configuration steps to complete to satisfy the Resolve and Close
stage of the life cycle? - Answers - 1. Surveys
2. Time to close (if automatic - Baseline is 7 days in London release)
Name the tables that are referenced from the incident form - Answers - 1. sys_user
2. sys_user_group
3. cmdb_ci
4. cmdb_ci_service (business service)
5. core_company
6. cmn_location
Describe the inheritance as it relates to Incident table - Answers - Incident inherits from
task table.
Incident_task inherits from incident table.
Incident: baseline modules - Answers - 1. Create New
2. Assigned to me
3. Open
4. Open - unassigned
, 5. Resolved
6. All
7. Overview
8. Critical Incident map
Incident database views - Answers - 1. incident_metric
2. incident_sla
3. incident_time_worked
4. task_survey_detail
Name 2 integration points for Incidents - Answers - 1. Platform Web Services
(REST/SOAP)
2. Event Management
Functional Roles in Incident - Answers - 1. Process Owner
2. Service Desk Analyst
3. Technical Support
What are the baseline incident SLAs? - Answers - 1. Response SLA
2. Resolution SLA
What starts and stops the incident response SLA? - Answers - Starts: Incident is in a
state of New
Stops: Incident is in state of In Progress and has an assignee
What starts, stops, or pauses the incident resolution SLA? - Answers - Starts: Incident is
in a state of new
Pauses: Incident is moved to state of On hold or Resolved
Stops: Incident moves to state of closed or cancelled
Describe the incident SLA stages and color coding: - Answers - In progress (yellow)
Condition Met (green)
Condition not met (Red) - SLA may be in progress, paused, cancelled or completed
state.
* See this on the Task SLA tab on the incident form.
What fields are pre-populated on the incident form? (with defaults) - Answers - Number
Category (defaults to Inquiry/help)
State (defaults to New)
Impact ( defaults to 3 - Low)
Urgency (defaults to 3 - low)
Priority (defaults to 5 - planning)
What fields from incident are copied to a problem record when created from the incident
form? - Answers - Impact
