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ServiceNow: IT Service Management Implementation (San Diego) > 1. Incident Management > Flashcards

1. Incident Management Flashcards

1
Q

In the base platform configuration, what automatically happens to an incident in a Resolved state after 7 days?

A. The incident is automatically moved to a Closed state
B. A notification is sent to the Assignment Group manager requesting review of the incident record
C. A notification is sent to the Assigned to user requested review of the incident record
D. A post incident report is automatically created

A

A. The incident is automatically moved to a Closed state

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2
Q

What is the table that stores incident records?

A

[incident]

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3
Q

The Incident Task table is an extension of what table?

A. Incident [incident]
B. Task [task]
C. Problem [problem]
D. Offering [service_offering]

A

B. Task [task]

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4
Q

Where is the Incident priority matrix configured?

A. Incident Properties module
B. Priority Data Lookup table
C. Incident Priority action script
D. Incident Priority UI policy

A

B. Priority Data Lookup table

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5
Q

What is the default time for incidents in a Resolved state to automatically move to the Closed state?

A. 1 Day
B. 3 days
C. 7 days
D. 30 days

A

C. 7 days

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6
Q

When do SLA Percentage timers automatically trigger Breach Warning notifications?

A. 25% duration
B. 50% duration
C. 75% duration
D. 90% duration

A

B. 50% duration

C. 75% duration

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7
Q

The Incident Variable Editor is used to display variables on which of these records?

A. Incidents created via record producer
B. Incidents created via Now Mobile
C. Catalog items
D. Catalog tasks

A

A. Incidents created via record producer

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8
Q

What functionality copies the details of an existing incident record to a new incident record?

A

Copy Incident

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9
Q

Where do you define the list of attributes that will be copied to an incident from the originating incident?

A

Incident Properties module

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10
Q

What functionality copies the details of the parent incident and links the new incident to the parent incident?

A

Create Child Incident

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11
Q

If an ITIL user reopens a parent incident, what happens to the child incident/s?

A. They are reopened and set to ‘New’.
B. They are reopened and set to ‘In Progress’
C. The are reopened and set to ‘on Hold’.
D. They remain in a ‘Resolved’ state and must be reopened manually.

A

B. They are reopened and set to ‘In Progress’

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12
Q

If an ESS user reopens a parent incident, what happens to the child incident/s?

A. The parent and child incidents are reopened and set to ‘New’.
B. The parent and child incidents are reopened and set to ‘In Progress’
C. The parent and child incidents are reopened and set to ‘on Hold’.
D. The parent is set to ‘In Progress’, but the child incidents are not reopened.

A

D. The parent is set to ‘In Progress’, but the child incidents are not reopened.

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13
Q

Where can Administrators enable/disable the ability to copy incidents or create child incidents?

A

Incident Properties module

Incident > Administration > Incident Properties

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14
Q

T | F: An itil user can copy or create any incident whereas a user without any role may only copy the incident the user has created.

A

True

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15
Q

What provide a user-friendly way to generate records within ServiceNow and gather relevant information from users to expedite handling of their request of issue?

A

Record producers

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16
Q

In the baseline, what changes the caller’s name to red to flag them as a VIP user?

A. Highlight VIP Caller client script
B. Highlight VIP Caller UI policy
C. Set VIP Caller business rule
D. Set VIP Flag script includes

A

A. Highlight VIP Caller client script

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17
Q

How can you add columns to the Caller Lookup Select Box?

A. Add ref_ac_column attributes from the dictionary entry
B. Configure a related list
C. Configure the caller_id label
D. Add attributes to sys_popup view

A

A. Add ref_ac_column attributes from the dictionary entry

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18
Q

What are the reference icons next to fields that allow you to preview the related record called?

A

Reference Decorations

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19
Q

The reference decoration icon is controlled by what attribute?

A. ref_ac_column
B. show_icon
C. ref_contributions
D. click_through

A

C. ref_contributions

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20
Q

T | F: ref_contribution icons will not be displayed when a field is read-only unless the clickthrough=false attribute is added to the field’s Dictionary entry.

A

False

The clickthrough=true attribute has to be added to the Dictionary entry.

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21
Q

What table view configures the fields in the pop-up form that appear when you click on a reference icon?

A. sys_lookup
B. sys_reference
C. sys_details
D. sys_popup

A

D. sys_popup

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22
Q

How do you modify the content tracked in all Incident activity streams?

A

Click on the filter icon next to the Activity field.

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23
Q

Choices are stored on the _____________ table.

A

Choice [sys_choice]

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24
Q

What system property specifies the field where a knowledge article can be linked within the Incident?

A. glide.knowman.default
B. glide.knowman.attach.fields
C. glide.knowman.columns
D. glide.knowman.instant_results

A

B. glide.knowman.attach.fields

25
Q

Where can administrators configure the properties of contextual search?

A

Table Configurations module

Contextual Search > Table Configurations

26
Q

What is an incident that results in significant disruption to the business and demands a response beyond the routine incident management process?

A

Major incident

27
Q

What allows you to accelerate resolution of incidents with high business impact by managing all aspects of a major incident, including communication and collaboration processes?

A

Major Incident Management (MIM)

28
Q

What plugin must be activated to leverage Major Incident Management functionality?

A

Incident Management - Major Incident Management (com.snc.incident.mim)

29
Q

What plugins are activated by the Incident Management - Major Incident Management plugin if they’re not already activated?

A
  1. Incident Communications Management (com.snc.iam)
  2. Incident Updates (com.snc.incident.updates)
  3. Task-Outage Relationship (com.snc.task_outage)
30
Q

What roles are installed with the Incident Management - Major Incident Management plugin?

A
  1. major_incident_manager
  2. communications_manager
  3. incident_manager (added responsibilities)
31
Q

What automatically populates the assignment group on the Incident, based on the CI or Service Offering?

A. Populate Assignment Group based on CI/SO business rule
B. Populate Assignment Group UI policy
C. Populate Assignment Group based on CI/SO script includes
D. CI/SO Set Assignment group client script

A

A. Populate Assignment Group based on CI/SO business rule

32
Q

To configure a different field on the CI to automatically populate the assignment group on the Incident form, you must create a new system property called:

A. com.snc.problem.assignment_group.field_name
B. com.snc.problem.ci_assignment_group.field_name
C. com.snc.incident.service_offering_assignment_group.field_name
D. com.snc.incident.ci_assignment_group.field_name

A

D. com.snc.incident.ci_assignment_group.field_name

33
Q

Although more can be configured, what are the group types available in the baseline?

A

catalog, itil, & survey

34
Q

T | F: When it comes to notifications, it is good practice to under-communicate vs. over-communicate

A

True

35
Q

What plugin activates the email client on the Now Platform?

A

Email Client plugin (com.glide.email_client)

36
Q

T | F: The email client is enabled by default on incident, change, and problem.

A

False

By default, the email client is enabled on incident and change. It could be added by adding the ‘email_client’ dictionary attribute on the table’s collection record.

37
Q

What are the ways you can define system responses to inbound emails?

A
  1. Create an inbound email flow in Flow Designer (new in New York)
  2. Script an inbound email action
38
Q

T | F: Inbound email flows take priority over inbound email actions.

A

True

39
Q

What system property must be enabled to close incident tasks when the incident is closed or cancelled?

A. com.snc.incident.incident_task.closure
B. com.snc.incidentTask.closeThemTasks
C. com.snc.incident.task.taskClosure
D. com.snc.incident.incident_task.close_tasks

A

A. com.snc.incident.incident_task.closure

40
Q

What plugins allow you to create knowledge articles from (resolved) incident record?

A
  1. Knowledge Management Advanced

2. KCS Integration for Incident Management

41
Q

T | F: Enabling auto-closure of Incidents is based on the resolution date instead of the last updated date.

A

True

42
Q

What role is needed to create and maintain surveys?

A. sn_survey_keeper
B. sn_survey_manager
C. survey_user
D. survey_admin

A

D. survey_admin

43
Q

What is the configurable workspace that provides a unified experience for multiple IT Service Management workflows?

A

Service Operations Workspace (SOW)*

This feature is new in the San Diego release.

44
Q

What role is needed to access the Service Operations Workspace?

A

sow_user [sn_sow.sow_user]

45
Q

How do you enable the Service Operations Workspace?

A

Activate the Service Operations Workspace plugin in the ServiceNow store.

46
Q

What resolution code is automatically set for child incidents when the parent incident is resolved?

A. Solved (Work Around)
B. Solved (Permanently)
C. It matches the parent record
D. It is not set

A

C. It matches the parent record

47
Q

What are the baseline ‘On Hold’ reasons on the Incident form?

A

Awaiting Caller
Awaiting Change
Awaiting Problem
Awaiting Vendor

48
Q

What incident form view is displayed to the end-users?

A. Default
B. Mobile
C. Self Service
D. Metrics

A

C. Self Service

49
Q

What incident form view is displayed to agents?

A. Default
B. Mobile
C. Self Service
D. Metrics

A

A. Default

50
Q

What are the stages in the Incident lifecycle (Select all that apply)?

A. Resolution and Closure
B. Identification and Creation
C. Creation and Classification
D. Investigation and Diagnosis

A

A. Resolution and Closure
C. Creation and Classification
D. Investigation and Diagnosis

51
Q

At what stage in the Incident lifecycle would you define and classify incident details?

A. Resolution and Closure
B. Identification and Creation
C. Creation and Classification
D. Investigation and Diagnosis

A

C. Creation and Classification

52
Q

At what stage in the Incident lifecycle would you communicate the resolution to the end user?

A. Resolution and Closure
B. Identification and Creation
C. Creation and Classification
D. Investigation and Diagnosis

A

A. Resolution and Closure

53
Q

At what stage in the Incident lifecycle would you monitor progress of the incident resolution?

A. Resolution and Closure
B. Identification and Creation
C. Creation and Classification
D. Investigation and Diagnosis

A

D. Investigation and Diagnosis

54
Q

Which of the following automatically happens when the conditions of an active major incident trigger rule are met?

A. A major incident record is created.
B. A major incident candidate is proposed.
C. An e-mail notification is sent to the Service Desk
D. An outage record is created.

A

B. A major incident candidate is proposed.

55
Q

Within MIM, what are the defined conditions that will automatically trigger a workflow when conditions are met?

A

On-call trigger rule

56
Q

What can be set up to auto-assign all new Hardware category Incidents to a certain group? (Select 3 answers)

A. UI action
B. Business rule
C. Data lookup rule
D. Assignment rule
E. Access control
A

B. Business rule
C. Data lookup rule
D. Assignment rule

57
Q

What type of relationship is recommended between Incident and SLA tables to report on incidents resolved by SLA per incident category?

A. Many-to-many (M2M)
B. Extensions
C. Database view
D. One-to-many

A

C. Database view

58
Q

What role is required to create record producers to log incidents directly from the Service Catalogue?

A. incident_manager
B. itil_admin
C. catalog_item_designer
D. catalog_admin

A

D. catalog_admin

59
Q

What application can you use to deliver solution definitions for incident and major incident management?

A. Performance Analytics
B. Predictive Intelligence
C. Virtual Agent
D. Search Analytics

A

B. Predictive Intelligence

ServiceNow: IT Service Management Implementation (San Diego) (7 decks)

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