ServiceNow CIS ITSM Exam Prep QUESTIONS WITH ANSWERS

ServiceNow CIS ITSM Exam Prep
QUESTIONS WITH ANSWERS

Value of Incident Management - ....🔰VERIFIED 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 - ....🔰VERIFIED 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 - ....🔰VERIFIED ANSWERS.... ✔✔1. Create and classify
2. Investigate and diagnose
3. Resolve and close


Incident: Activities during Create and classify stage - ....🔰VERIFIED
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 -
....🔰VERIFIED ANSWERS.... ✔✔New


Incident: What are the configuration steps to complete to satisfy the Create and
Classify stage of the life cycle? - ....🔰VERIFIED 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 - ....🔰VERIFIED
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? - ....🔰VERIFIED 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? - ....🔰VERIFIED 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 - ....🔰VERIFIED
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? - ....🔰
VERIFIED 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? - ....🔰VERIFIED 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 - ....🔰VERIFIED
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 - ....🔰VERIFIED
ANSWERS.... ✔✔Incident inherits from task table.
Incident_task inherits from incident table.


Incident: baseline modules - ....🔰VERIFIED ANSWERS.... ✔✔1. Create New
2. Assigned to me
3. Open
4. Open - unassigned
5. Resolved
6. All