ServiceNow ITSM Fundamentals
Key performance indicators (KPIs) - answer The quantifiable metrics ITSM uses to
evaluate progress toward critical success factors
ITSM benchmarks - answer- Tracks KPIs over time
- Compare your performance to your peers
- Filter by geography
- Control visibility within an organization, such as separating security and HR
benchmarks
Incident management - answer the process responsible for managing how incidents are
identified and corrected (a quick fix to a problem)
Goal of incident management - answer To restore normal service operation as quickly
as possible within an agreed SLA, minimize the impact on business operations, and
ensure the best possible levels of service quality and availability are maintained
Incident management values - answer- restore service quickly
- minimize service impact
- prioritize incident grouping and redirect
Incident management benchmarks - answer- % of incidents resolved (in different ways)
- average time time resolve incidents
- Number of incidents created per user
Ways new incidents can be created - answerEmployee self-service portal
service portal
incident application
support chat
inbound email
integrations
When the SLA clock starts running - answerWhen an incident record is saved
How are SLAs determined? - answerPriority value
What happens to an SLA if the priority changes? - answerA new SLA begins and the old
one is cancelled. The clock does not reset
SLA stage color: yellow - answerMeans the SLA is in progress or on hold
SLA stage color: green - answerMeans the SLA was completed and on time
, SLA stage color: red - answerSLA condition was not met on time, regardless of result
What stage pauses the SLA clock? - answerOn hold
Configuration management - answerThe process responsible for maintaining
information about CIs required to deliver a service, including their relationship. CIs are
identified, controlled, and verified throughout the life cycle
Configuration management goal - answerProvide a single logical view of all components
and connections needed to deliver services effectively
Record types in the CMDB - answerConfiguration items and relationship types
Configuration items - answercomponents that make up the service you provide to
customers
CI examples - answerExamples are computers, routers, storage devices
Relationships - answerThe ways CIs are related to one another
Configuration management database (CMDB) - answerThe system container for the
information about each CI and their relationships to other CIs
CI classes - answerA type of CI maintained in the system that evolves over time
Skeleton of a CI record - answerHigh level information
Configuration details
relationships to other CIs
related lists
configuration management implementation benefits - answerbetter identify and prioritize
incidents to resolve them quickly
route incidents to the correct group for faster resolution
identify configuration items for compliance, governance, and security operations
Reduce CI duplication
Configuration management benchmarks - answerAverage time to resolve a high priority
incident
average time to resolve an incident
% of incidents resolved on first assignment
% of duplicate CIs
% of non-compliant CIs
% of stale CIs
Ways to record CIs in the CMDB - answerManual creation
Key performance indicators (KPIs) - answer The quantifiable metrics ITSM uses to
evaluate progress toward critical success factors
ITSM benchmarks - answer- Tracks KPIs over time
- Compare your performance to your peers
- Filter by geography
- Control visibility within an organization, such as separating security and HR
benchmarks
Incident management - answer the process responsible for managing how incidents are
identified and corrected (a quick fix to a problem)
Goal of incident management - answer To restore normal service operation as quickly
as possible within an agreed SLA, minimize the impact on business operations, and
ensure the best possible levels of service quality and availability are maintained
Incident management values - answer- restore service quickly
- minimize service impact
- prioritize incident grouping and redirect
Incident management benchmarks - answer- % of incidents resolved (in different ways)
- average time time resolve incidents
- Number of incidents created per user
Ways new incidents can be created - answerEmployee self-service portal
service portal
incident application
support chat
inbound email
integrations
When the SLA clock starts running - answerWhen an incident record is saved
How are SLAs determined? - answerPriority value
What happens to an SLA if the priority changes? - answerA new SLA begins and the old
one is cancelled. The clock does not reset
SLA stage color: yellow - answerMeans the SLA is in progress or on hold
SLA stage color: green - answerMeans the SLA was completed and on time
, SLA stage color: red - answerSLA condition was not met on time, regardless of result
What stage pauses the SLA clock? - answerOn hold
Configuration management - answerThe process responsible for maintaining
information about CIs required to deliver a service, including their relationship. CIs are
identified, controlled, and verified throughout the life cycle
Configuration management goal - answerProvide a single logical view of all components
and connections needed to deliver services effectively
Record types in the CMDB - answerConfiguration items and relationship types
Configuration items - answercomponents that make up the service you provide to
customers
CI examples - answerExamples are computers, routers, storage devices
Relationships - answerThe ways CIs are related to one another
Configuration management database (CMDB) - answerThe system container for the
information about each CI and their relationships to other CIs
CI classes - answerA type of CI maintained in the system that evolves over time
Skeleton of a CI record - answerHigh level information
Configuration details
relationships to other CIs
related lists
configuration management implementation benefits - answerbetter identify and prioritize
incidents to resolve them quickly
route incidents to the correct group for faster resolution
identify configuration items for compliance, governance, and security operations
Reduce CI duplication
Configuration management benchmarks - answerAverage time to resolve a high priority
incident
average time to resolve an incident
% of incidents resolved on first assignment
% of duplicate CIs
% of non-compliant CIs
% of stale CIs
Ways to record CIs in the CMDB - answerManual creation
