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VServiceNow CIS ITSM Exam Prep - Paris Questions With 100- Correct Answers
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ServiceNow CIS ITSM Exam Prep - ParisQuestions With 100% Correct Answers
[Document subtitle]
[DATE]
[COMPANY NAME]
[Company address]
,What are the areas that ServiceNow provides IT services for? - ANSWERS:1. IT
2. Customer service
3. Security
4. HR
5. Business apps
What is the value of Incident Management? - 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
What are Benchmarks/KPIs for Incident (7)? - ANSWERS:1. % of high priority incidents
resolved
2. % of incidents resolved on the first assignment
3. % of incidents resolved within SLA
4. % of reopened Incidents
5. average time to resolve high priority incident
6. average time to resolve an incident
7. number of incidents per user
What are the stages of the Incident Lifecycle? - ANSWERS:1. Create and classify
2. Investigate and diagnose
3. Resolve and close
What are the activities during Create and classify stage of the incident lifecycle? -
ANSWERS:1. Create new or locate an existing incident
2. Define and classify incident details
3. Assign the incident to yourself or another group
What is the state of an incident during the Create and Classify stage? - ANSWERS:New
What are the configuration steps to complete to satisfy the Create and Classify stage of
the incident lifecycle? - ANSWERS:1. Form layout
2. Categorization
3. Prioritization
4. Incident deflection
5. Record producers
6. Inbound actions
What are activities during Investigate and Diagnose stage of the incident lifecycle? -
ANSWERS:1. Locate the assigned incident and take ownership
2. Investigate and diagnose symptoms
3. Update incident activity (work notes, comments)
4. Escalate (as needed)
5. Monitor progress of incident towards resolution
,What are the states of an incident during the Investigate and Diagnose stage? -
ANSWERS:1. In progress
2. On hold
What are the configuration steps to complete to satisfy the Investigate and Diagnose
stage of the incident lifecycle? - ANSWERS:1. Routing and assignment
2. Assignment groups
3. SLAs
4. States
5. Notifications
What are activities during Resolve and Close stage of the incident lifecycle? -
ANSWERS:1. Restore service
2. Update incident activity (work notes and comments)
3. Communicate resolution (resolution code and resolution note)
4. Manual or automatic incident closure
What are the states of an incident during the Resolve and Close stage? - ANSWERS:1.
Resolved
2. Closed
3. Cancelled
What are the configuration steps to complete to satisfy the Resolve and Close stage of
the incident lifecycle? - ANSWERS:1. Incident tasks
2. KCS - creating knowledge from incident
3. Surveys
4. Time to close property (if automatic - baseline is 7 days in Paris release)
What are the tables that are referenced on the incident form (6)? - ANSWERS:1.
sys_user
2. sys_user_group
3. cmdb_ci
4. cmdb_ci_service (business service)
5. core_company
6. cmn_location
What are the inheritances of the Incident table and Incident task table? -
ANSWERS:Incident inherits from task table.
Incident_task inherits from task table.
What are the baseline incident modules? - ANSWERS:1. Create New
2. Assigned to me
3. Open
4. Open - unassigned
5. Resolved
6. All
, 7. Overview
8. Critical Incident map
What are the database views related to incident (4)? - ANSWERS:1. incident_metric
2. incident_sla
3. incident_time_worked
4. task_survey_detail
What are 2 integration points for incidents? - ANSWERS:1. Platform Web Services
(REST/SOAP)
2. Event Management
What are the functional roles in incident? - ANSWERS:1. Process Owner
2. Service Desk Analyst
3. Technical Support
What are the baseline incident SLAs? - ANSWERS:1. Response SLA
2. Resolution SLA
What starts and stops the incident response SLA? - ANSWERS: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? - ANSWERS:Starts: Incident
is in a state of new
Pauses: Incident is moved to state of On hold or Resolved
Stops: Incident moves to state of closed or cancelled
What are the incident SLA stages and corresponding color coding? - ANSWERS:In
progress (yellow)
Condition Met (green)
Condition not met (Red) - SLA may be in progress, paused, cancelled or completed
state.
* See this on the Task SLA tab on the incident form.
What fields are pre-populated with defaults on the incident form? - ANSWERS:Number
(system-generated)
Category (defaults to Inquiry/help)
State (defaults to New)
Impact ( defaults to 3 - Low)
Urgency (defaults to 3 - low)
Priority (defaults to 5 - planning)
What fields from an incident are copied to a problem record when created from the
incident form? - ANSWERS:Impact
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