Summary Implementing ITSM - CIS ITSM Exam 2022/23.
CIS ITSM Exam April 2022/2023. (ITSM Foundations and ITSM Implementation courses) What are the areas that ServiceNow provides IT services for? ANSWER - 1. IT 2. Customer service 3. Security 4. HR 5. Business apps What is the value of Incident Management? ANSWER - 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 What are Benchmarks/KPIs for Incident (7)? ANSWER - 1. % of high priority incidents resolved 2. % of incidents resolved on the first assignment 3. % of incidents resolved within SLA 4. % of reopened Incidents 5. average time to resolve high priority incident 6. average time to resolve an incident 7. number of incidents per user What are the stages of the Incident Lifecycle? ANSWER - 1. Create and classify 2. Investigate and diagnose 3. Resolve and close What are the activities during Create and classify stage of the incident lifecycle? ANSWER - 1. Create new or locate an existing incident 2. Define and classify incident details 3. Assign the incident to yourself or another group What is the state of an incident during the Create and Classify stage? ANSWER - New What are the configuration steps to complete to satisfy the Create and Classify stage of the incident lifecycle? ANSWER - 1. Form layout 2. Categorization 3. Prioritization 4. Incident deflection 5. Record producers 6. Inbound actions What are activities during Investigate and Diagnose stage of the incident lifecycle? ANSWER - 1. Locate the assigned incident and take ownership 2. Investigate and diagnose symptoms 3. Update incident activity (work notes, comments) 4. Escalate (as needed) 5. Monitor progress of incident towards resolution What are the states of an incident during the Investigate and Diagnose stage? ANSWER - 1. In progress 2. On hold What are the configuration steps to complete to satisfy the Investigate and Diagnose stage of the incident lifecycle? ANSWER - 1. Routing and assignment 2. Assignment groups 3. SLAs 4. States 5. Notifications What are activities during Resolve and Close stage of the incident lifecycle? ANSWER - 1. Restore service 2. Update incident activity (work notes and comments) 3. Communicate resolution (resolution code and resolution note) 4. Manual or automatic incident closure What are the states of an incident during the Resolve and Close stage? ANSWER - 1. Resolved 2. Closed 3. Cancelled What are the configuration steps to complete to satisfy the Resolve and Close stage of the incident lifecycle? ANSWER - 1. Incident tasks 2. KCS - creating knowledge from incident 3. Surveys 4. Time to close property (if automatic - baseline is 7 days in Paris release) What are the tables that are referenced on the incident form (6)? ANSWER - 1. sys_user 2. sys_user_group 3. cmdb_ci 4. cmdb_ci_service (business service) 5. core_company 6. cmn_location What are the inheritances of the Incident table and Incident task table? ANSWER - Incident inherits from task table. Incident_task inherits from task table. What are the baseline incident modules? ANSWER - 1. Create New 2. Assigned to me 3. Open 4. Open - unassigned 5. Resolved 6. All 7. Overview 8. Critical Incident map What are the database views related to incident (4)? ANSWER - 1. incident_metric 2. incident_sla 3. incident_time_worked 4. task_survey_detail What are 2 integration points for incidents? ANSWER - 1. Platform Web Services (REST/SOAP) 2. Event Management What are the functional roles in incident? ANSWER - 1. Process Owner 2. Service Desk Analyst 3. Technical Support What are the baseline incident SLAs? ANSWER - 1. Response SLA 2. Resolution SLA What starts and stops the incident response SLA? ANSWER - 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? ANSWER - 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 What are the incident SLA stages and corresponding color coding? ANSWER - 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 with defaults on the incident form? ANSWER - Number (system-generated) 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 an incident are copied to a problem record when created from the incident form? ANSWER - Impact Urgency Priority Configuration Item Short Description Where do you navigate to configure the Priority Matrix for Incident? ANSWER - System Policy > Rules > Priority Lookup Rules What are the Incident states and values? ANSWER - New (1) In progress (2) On Hold (3) Resolved (6) Closed (7) Cancelled (8) How can you reference the Incident state constant? ANSWER - IncidentState.<state> Example: IncidentState.NEW IncidentState.ON_HOLD How can an incident be created (6)? ANSWER - 1. Portals (including service portal) 2. Incident Application (Incident > Create New) 3. Support Chat 4. Inbound email 5. Integrations (ex. Event management) When a parent incident is moved to which states is there is no change to the state of the child incident? ANSWER - On Hold (Awaiting Caller) Closed/Cancelled *changes to all other states on the parent cascade to the child incident What are the options for On hold reason on the incident form (4)? ANSWER - 1. Awaiting caller 2. Awaiting problem 3. Awaiting change 4. Awaiting vendor What application includes Performance Analytics in the baseline with no further licensing required? ANSWER - Incident (available for other applications at license cost) What are some best practices for configuring incident forms? ANSWER - 1. Set a VIP flag 2. Populate pop up for caller concisely 3. Limit dot-walked fields 4. Configure activity log 5. Add reference qualifiers to assignment group and Assignee fields (as needed) What dictionary attribute do you use to change the information in the caller lookup box under a user's name? ANSWER - ref_ac_column What dictionary attribute do you use to change the field decoration next to a user's name? ANSWER - ref_contributions What are some hidden fields on incident that are helpful for reporting? ANSWER - 1. business duration 2. child incidents 3. reassignment count 4. time worked (but user must be logging this) 5. calendar duration 6. correlation id 7. reopen count What displays on the Notes tab of the incident form? ANSWER - Watch List Work Notes List Work notes Activity stream What displays on the Related Records tab of the incident form? ANSWER - Parent Incident Problem Change Request Caused by Change What displays on the Resolution Information tab of the incident form? ANSWER - Knowledge checkbox Resolution Code Resolution Notes Resolved by Resolved (date) look into this: What tabs display after the incident form is saved for the first time? ANSWER - Task SLAs Affected CIs Impacted Services/CI's Child incidents What are the impact/urgency levels on incident? ANSWER - 1 - High 2 - Medium 3 - Low What are the priority levels on incident? ANSWER - 1 - Critical 2 - High 3 - Moderate 4 - Low 5 - Planning What happens to active child incidents when a parent incident state is Resolved? ANSWER - The child incident is resolved and the resolution code and resolution notes are copied to the child incident. What happens to active child incidents when a parent incident state is Closed? ANSWER - The child incident is NOT closed. (Needs to be closed by the user or by the system auto-close property). What happens to active child incidents when the parent incident state changes to On Hold with an On Hold Reason of Awaiting Change? ANSWER - The child incident state and On Hold Reason is updated to match the parent. What happens to active child incidents when the parent incident state changes to On Hold with an On Hold Reason of Awaiting Caller? ANSWER - The child incident is NOT updated. (Only updated if On Hold Reason on parent incident is Awaiting Change/ Awaiting Problem/ Awaiting Vendor) What happens if an ITIL user reopens a parent incident? ANSWER - Parent incident and all active child incidents are reopened and state set to In Progress. What happens if an ESS user reopens a parent incident? ANSWER - Parent incident is reopened and state set to In Progress but no child incidents are reopened. What happens if an ITIL or ESS user adds a child to a parent incident? ANSWER - The child incident is set to a state of In progress What are some best practices related to Incident Groups? ANSWER - 1. Use reference qualifiers to restrict the groups available by category 2. Leverage CI groups 3. Use Group Types 4. Disable Assign to me option since it does not validate that the current user is a member of a group. What are incident fields that reference the sys_user table? ANSWER - 1. resolved by 2. opened by 3. caller 4. closed by 5. assigned to What role(s) can delete an incident record? ANSWER - admin and itil admin What roles does the ITSM Roles Plugin () add to incident? ANSWER - 1. sn_incident_read 2. sn_incident_write Which role(s) can manage incident properties? ANSWER - incident_manager Which role(s) can close an incident? ANSWER - 1. admin 2. itil_admin 3. itil 4. incident_manager 5. system Which role(s) can create normal change/create emergency change/create problem/ create request from an incident? ANSWER - 1. admin 2. itil_admin 3. itil 4. incident_manager Which role(s) can archive an incident? ANSWER - 1. admin 2. itil_admin 3. itil Which role(s) can reopen an incident? ANSWER - 1. admin 2. itil_admin 3. itil 4. incident_manager 4. caller (user) What permission(s) does the sn_incident_write role have? ANSWER - 1. read incident record 2. update (open) incident record Do security roles apply to activity log entries? ANSWER - yes Does VIP factor in the priority matrix? ANSWER - no What are the major incident states? ANSWER - 1. Proposed 2. Accepted 3. Rejected 4. Resolved 5. Canceled What plugins will the Major Incident Management plugin activate? ANSWER - 1. Incident Communications Management 2. Incident Updates 3. Task-outage relationship What roles are installed with the major incident management plugin? ANSWER - 1. major_incident_manager 2. communications_manager 3. (more responsibilities for) incident_manager Which role(s) can propose a major incident? ANSWER - any itil user Which role(s) accepts/rejects a major incident? ANSWER - major_incident_manager What are the major incident trigger rules? ANSWER - 1. critical business services affected 2. number of child incidents 3. P1 incidents What shows up as information as part of the Related Search Results on an incident form? ANSWER - 1. kb articles 2. catalog items What does the Search As feature allow an agent to do? ANSWER - See the search results based on the caller's permissions What does an inbound email action do? ANSWER - Uses conditions and scripts to take action on a target table What actions can inbound actions perform? ANSWER - 1. record action (set a value for a field in target table) 2. email reply (send an email to the email that triggered the action) What integrations can platform web services support? ANSWER - REST and SOAP How does event management integrate with incident? ANSWER - 1. Alert Rules to automatically create incident from alerts 2. Create incident manually from alert 3. Close/resolve incident when alert is closed 4. Open resolved incident/create new incident when alert is reopened What is available as a form of communication directly from a task record? ANSWER - SMS What is the value of Problem Management? ANSWER - 1. Prevent problems from happening 2. Eliminate recurring incidents 3. Minimize impact of incidents that cannot be prevented (via workarounds) How can problem management reduce incidents? ANSWER - 1. Identifying root case and providing long term resolution, reducing recurrences 2. Getting the correct team involved minimizes impact and time to resolution What are the benchmarks/KPIs for Problem management? ANSWER - 1. % of high priority problems 2. % of incidents resolved by problems 3. Average time to close a problem What are the stages of the Problem lifecycle? ANSWER - 1. Detection and Logging 2. Investigate and Diagnose 3. Resolution and Closure What state is a problem in during the Detection and Logging stage of the lifecycle? ANSWER - New What states could a problem be in during the Investigate and Diagnose stage of the lifecycle? ANSWER - Assess Root Cause Analysis Fix in Progress What states could a problem be in during the Resolution and Closure stage of the lifecycle? ANSWER - Resolved Closed What is the name of the plugin that controls the problem states in the Madrid release and on? ANSWER - Problem Management Best Practice — Madrid — State Model (__model) What activities take place during the detection and logging stage of the problem lifecycle? ANSWER - 1. Detect problem 2. Create a new record and document details 3. Prioritize and categorize the problem 4. Assign investigation to individual or group What are the two methods to detect a problem? ANSWER - 1. Proactive - analyzing reports, overview modules, event notifications to determine trends 2. Reactive - One or more incident prompts investigation into underlying cause. continues until long term resolution is found. What needs to be configured in order to satisfy the requirements of the Detection and Logging stage of the problem lifecycle? ANSWER - 1. Integrations with other applications (particularly incident) 2. Categorizations 3. Prioritizations What are the activities that take place during the Investigate and Diagnose stage of the problem lifecycle? ANSWER - 1. Conduct Root Cause Analysis (RCA) 2. Create problem tasks (as needed) 3. Document root cause, workaround, and fix 4. Create known error article (if needed) What are the activities that take place during the Resolution and Closure stage of the problem lifecycle? ANSWER - 1. Confirm workaround or fix is effective 2. Implement change to permanently remove root cause 3. Update known error document (if applicable) 4. Update and close problem record What needs to be configured in order to satisfy the requirements of the Investigation and Diagnosis stage of the problem lifecycle? ANSWER - 1. Create and manage problem tasks and workflows 2. Communicate workaround UI Action 3. Post Knowledge UI Action 4. Post News UI Action What needs to be configured to satisfy the requirements of the Resolution and Closure stage of the problem lifecycle? ANSWER - 1. Resolve Incidents UI action What is the basic inheritance structure for Problem and Problem task? ANSWER - Problem table extends from task Problem task table extends from task What tables are referenced from the Problem form (6)? ANSWER - sys_user sys_user_group core_company cmn_location cmdb_ci cmdb_ci_service What are the database views related to problem (2)? ANSWER - 1. problem_metric 2. problem_sla .............................................................................CONTINUED
Connected book
Written for
- Institution
-
University Of Texas - Dallas
- Course
-
CIS ITSM
Document information
- Summarized whole book?
- Yes
- Uploaded on
- May 30, 2023
- Number of pages
- 44
- Written in
- 2022/2023
- Type
- Summary
Subjects
- cis itsm
- cis itsm exam
-
itsm foundations and itsm implementation courses
