Exam (elaborations)
ServiceNow ITSM Incident Management
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ServiceNow ITSM Incident Management
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SERVICENOW ITSM INCIDENT MANAGEMENTIncident management interacts with other ITIL processes in what ways? - (ANSWER)1. Portal
users can create Incidents with Record Producers.
2. Track changes that cause incidents and create Change Request to resolve Incidents.
3. Relate and track CIs (components and/or services) to Incident records affected by service
interruptions.
4. Use KBs for troubleshooting and create KBs from incident resolution steps.
5. Use Workarounds for recurring Incidents being investigated by Problem Management and
create Known Error Articles.
What is the first step in the Incident life cycle? - (ANSWER)Creation and Classification
- Create new or locate existing incident
- Define and classify incident details
- Assign to yourself or forward to another group/individual
What is the second step in the Incident life cycle? - (ANSWER)Investigation and Diagnosis
- Locate assigned Incident and take ownership
- Investigate and diagnose the symptom(s) of the incident
- Update incident activity
- Escalate if additional support required
- Monitor progress of the incident resolution
What is the third step in the Incident life cycle? - (ANSWER)Resolution and Closure
- Restore service to end-user
- Update incident activity
- Communicate resolution to end-user
- Automatic or manual incident closure
, True:False
Incidents are stored in the [ incident ] table and it extends the [ task ] table. - (ANSWER)True
True:False
Incident Task(s) [ incident_task ] is extended from the Task [ task ] table and appears as a related
list on the Incident [ incident ] form. - (ANSWER)True
True:False
Incident [ incident ] and Incident Task [ incident_task ] reference Change Request [
change_request ] and Problem [ problem ] tables. - (ANSWER)False
Only Incident [ incident ] references Change Request [ change_request ] and Problem [ problem
]
As of New York, the ability to provide more granular roles has been made possible by the ITSM
roles plugin ( com.snc.itsm.roles ). What are they for Incident Management? -
(ANSWER)Activating ITSM Roles plugin installs the ITSM Roles -- Incident Management (
com.snc.itsm.roles.incident_management ) plugin and provides the roles sn_incident_read and
sn_incident_write.
What can an admin role do in Incident Management? - (ANSWER)1. Create, Read, Update
(open), Delete Incident Records
2. Resolve Incidents
3. Close Incidents
4. Reopen Incidents
5. Create normal Change
6. Create emergency Change
7. Create Problem from Incident
8. Create Request
9. Archive Incident
10. Manage Incident Properties
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