ITSM Study guides, Class notes & Summaries

True or False: Once an Incident is placed in a Resolved State, the Caller may no longer re-open the Incident. TRUE Common recurring Catalog Variables can be grouped and standardized using _________ Variable Sets Which platform feature is used to track field value duration's, such as the length of time an Incident spent in each State or the length of time an Incident was assigned to each group? Metric _______________ is primarily focused on the details needed to manage a...

ITSM Test Questions And Answers.

ServiceNow ITSM Implementation Certification Exam 2022 November with complete solution ServiceNow provides what key IT services? -IT -Security Operations -HR -Customer Service -Building Business Services ITSM inculudes? -Incident Management -Problem Management -Change Management -Request Fulfillment -and rely heavily on Knowledge Management and CMDB What are the types of workshops for ITSM -Roadmap Workshop -Process Workshops -Technical Workshops -Requirements Workshops Road...

MAG - ServiceNow ITSM Implementation Certification Exam 2023...

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

What type of record can be created from an incident record from the workspace view to track and manage opportunities for improving a service or process? Improvement initiative 3 MULTIPLE CHOICE OPTIONS Where is the online check-in banner message configured for walk-up experience on the service portal? The Service Portal online check-in widget 3 MULTIPLE CHOICE OPTIONS Leveraging this feature with Walk-Up Experience can eliminate the need for users to manually look up their name...

ServiceNow CIS ITSM Blueprint Sample Exam Questions And Answers.

ServiceNow ITSM Implementation Certification Exam 2022 November with complete solution

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

IT Asset Management - ITAM - Management of IT Assets Hardware Asset Management - Management of IT Hardware Assets, as opposed to IT Software Assets IT Service Management - ITSM - Management of Configuration Items IT Asset - Hardware, software, and data that needs to be financially tracked Configuration Item - CI - may or may not be an asset; managed from an operational perspective CMDB - Primarily a data repository, used to store information describing configuration items Asset...