ITSM Study guides, Class notes & Summaries

What types of CI's will be included in a report run against the cmdb_ci_computer table? A. Just CIs defined directly in cmdb_ci_computer B. CIs defined directly in cmdb_ci_computer and all parent classes C. CIs defined directly in cmdb_ci_computer and all child classes C. CI's defined directly in cmdb_ci_computer and all child classes Which field from the configuration item will automatically populate in the Assignment group field of an incident record? A. Managed by B. Suppor...

ServiceNow CIS ITSM Exam Prep | updated 2024

Are KB Searches Logged? If yes, which table are they logged? - Answer-Yes, Logged in Search Log (ts_query_kb) table When should a problem be put in a state of Known Error? - Answer-The cause of the problem is determined, but there is no permanent fix. What phase are Incidents usually escalated? - Answer-Investigative and Diagnose Can the user criteria be applied at the Knowledge Article level? - Answer-Yes Is the change type editable in the baseline version? - Answer-Yes What is the best ...

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...

ITSM CIS Practice Exam Question and Answers (Multiple Choice)_2023 with Page Reference What types of CI's will be included in a report run against the cmdb_ci_computer table? A. Just CIs defined directly in cmdb_ci_computer B. CIs defined directly in cmdb_ci_computer and all parent classes C. CIs defined directly in cmdb_ci_computer and all child classes (Correct) - C. CI's defined directly in cmdb_ci_computer and all child classes Which field from the configuration item will automat...

Baseline A snapshot that is used as reference point. Function A team or group of people and the tools they use to carry out one or more processes or activities Second: Logical grouping of roles and automation that are responsible for executing a defined process and/or specific activity within a process. Capabilities The ability of an organization, person, process, application ,CI, or IT service to carry out an activity. ITSM IT Service Management - the implementation an...

What are the areas that ServiceNow provides IT services for? 1. IT 2. Customer service 3. Security 4. HR 5. Business apps What is the 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 What are Benchmarks/KPIs for Incident (7)? 1. % of high priority incidents resolved 2. % of incidents resolved on t...

ITSM CIS Practice | questions and answers | updated 2024

service delivers value by meeting a need or fulfilling a demand but minimizes exposure to underlying costs and risks associated with delivering the service request a mechanism for obtaining, changing, or discontinuing the use of a service or product incident an unplanned interruption to or quality reduction of an IT service problem the underlying cause of one or more related incidents change the addition, modification, or removal of a service or service component...

BICSI ITSMM Exam Study Guide| Answered and Graded A+ | 2023/2024 BICSI ITSMM Exam Study Guide| Answered and Graded A+ | 2023/2024 BICSI ITSMM Exam Study Guide| Answered and Graded A+ | 2023/2024