CIS ITSM ServiceNow
A parent incident is updated with new Assignment group, work notes and related
problem. Which corresponding fields in the child incident is updated? - answerWork
notes
Incident tasks extends which table? - answer[task]
Categories and sub-categories are stored in which table? - answersys_choice
Three ways to log an incident? - answer- itil agents, back end
-ESS users in Service catalog or Self Service
- Email, via inbound email actions
What is used to register business duration on an incident? - answerSLA
Definition of Incident? - answerAn unplanned interruption to an IT service or reduction in
the quality of an IT-service. Failure of a CI that has not yet affected service is also
counting.
What is the purpose of incident management? - answerTo restore normal service
operation as quickly as possible and minimize the adverse impact on business
operation, thus ensuring that agreed level of service quality are maintained.
Who can delete an incident? - answeritil_admin, admin
Who can update and assign incidents? - answeritil, itil_admin, admin
What happens with an incident with state "on hold" and reason "awaiting problem",
when the related problem gets the "closed" status? - answerA business rule sets
incident state to resolved
How long does it take an incident state "resolved" to change to "closed"? -
answerSystem property - 7 days
Incident workflow - 24 hours
One way to escalate an incident? - answerSLA
Impact and Urgency calculates - answerPriority
Priority is calculated using? - answerdl_u_priority
, Which table contains records of when a Knowledge article is viewed and by who? -
answerkb_use
When a knowledge article is exported to XML, what does the XML contain? -
answerArticle text and attachement
How do you manage access in the knowledge base? - answerUser criteria
Where is feedback on kb articles stored? - answerkb_feedback
What type of table is kb_knowledge? - answerBase table
What types of kb-article feedback is there? - answerFlag
Rating
Mark helpful
Comments
How do you create a kb-article from a problem? - answerSelect Knowledge check-box
on the incident or problem form and close the record
What is not a kb-article feedback - answerEndorsement
Change task extends which table? - answertask
When a back-end change is created, a screen comes before you are let in to the form
(that asks if its an emergency, normal or standard change). What is that screen called?
- answerIntercepter
How can you create a change request? - answerchange module
from incident or problem
from existing change record
service catalog
from configuration items
Who can approve, implement, review and close a change req? - answeritil
admin
change manager
What features are part of the CAB workbench`? - answerDefine a schedule for CAB
meetings
Define meeting attendees
Define meeting agenda
View change calendar
Approve or reject a change req
View and record meeting notes
A parent incident is updated with new Assignment group, work notes and related
problem. Which corresponding fields in the child incident is updated? - answerWork
notes
Incident tasks extends which table? - answer[task]
Categories and sub-categories are stored in which table? - answersys_choice
Three ways to log an incident? - answer- itil agents, back end
-ESS users in Service catalog or Self Service
- Email, via inbound email actions
What is used to register business duration on an incident? - answerSLA
Definition of Incident? - answerAn unplanned interruption to an IT service or reduction in
the quality of an IT-service. Failure of a CI that has not yet affected service is also
counting.
What is the purpose of incident management? - answerTo restore normal service
operation as quickly as possible and minimize the adverse impact on business
operation, thus ensuring that agreed level of service quality are maintained.
Who can delete an incident? - answeritil_admin, admin
Who can update and assign incidents? - answeritil, itil_admin, admin
What happens with an incident with state "on hold" and reason "awaiting problem",
when the related problem gets the "closed" status? - answerA business rule sets
incident state to resolved
How long does it take an incident state "resolved" to change to "closed"? -
answerSystem property - 7 days
Incident workflow - 24 hours
One way to escalate an incident? - answerSLA
Impact and Urgency calculates - answerPriority
Priority is calculated using? - answerdl_u_priority
, Which table contains records of when a Knowledge article is viewed and by who? -
answerkb_use
When a knowledge article is exported to XML, what does the XML contain? -
answerArticle text and attachement
How do you manage access in the knowledge base? - answerUser criteria
Where is feedback on kb articles stored? - answerkb_feedback
What type of table is kb_knowledge? - answerBase table
What types of kb-article feedback is there? - answerFlag
Rating
Mark helpful
Comments
How do you create a kb-article from a problem? - answerSelect Knowledge check-box
on the incident or problem form and close the record
What is not a kb-article feedback - answerEndorsement
Change task extends which table? - answertask
When a back-end change is created, a screen comes before you are let in to the form
(that asks if its an emergency, normal or standard change). What is that screen called?
- answerIntercepter
How can you create a change request? - answerchange module
from incident or problem
from existing change record
service catalog
from configuration items
Who can approve, implement, review and close a change req? - answeritil
admin
change manager
What features are part of the CAB workbench`? - answerDefine a schedule for CAB
meetings
Define meeting attendees
Define meeting agenda
View change calendar
Approve or reject a change req
View and record meeting notes
