ServiceNow CIS ITSM Exam Prep With Complete Solutions.

ServiceNow CIS ITSM Exam Prep With Complete Solutions. Value of Incident Management - 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 - % 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 - 1. Create and classify 2 | P a g e Katelyn Whitman© 2025, All Rights Reserved. 2. Investigate and diagnose 3. Resolve and close Incident: Activities during Create and classify stage - 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 - New Incident: What are the configuration steps to complete to satisfy the Create and Classify stage of the life cycle? - 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 - 1. Assignee takes ownership of incident 3 | P a g e Katelyn Whitman© 2025, All Rights Reserved. 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? - 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? - 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 4 | P a g e Katelyn Whitman© 2025, All Rights Reserved. Incident: activities during Resolve and Close stage - 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? - 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? - 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 - 1. sys_user 2. sys_user_group 3. cmdb_ci 4. cmdb_ci_service (business service) 5. core_company 6. cmn_location 5 | P a g e Katelyn Whitman© 2025, All Rights Reserved. Describe the inheritance as it relates to Incident table - Incident inherits from task table. Incident_task inherits from incident table. Incident: baseline modules - 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 - 1. incident_metric 2. incident_sla 3. incident_time_worked 4. task_survey_detail Name 2 integration points for Incidents - 1. Platform Web Services (REST/SOAP) 2. Event Management 6 | P a g e Katelyn Whitman© 2025, All Rights Reserved. Functional Roles in Incident - 1. Process Owner 2. Service Desk Analyst 3. Technical Support What are the baseline incident SLAs? - 1. Response SLA 2. Resolution SLA What starts and stops the incident response SLA? - 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? - Starts: Incident is in a state of new Pauses: Incident is moved to state of On hold or Resolve